Join Magnet 360′s Customer Experience thought-leaders as they discuss the value of user experience strategy and design to engage customers, change behaviors, and deepen the individual’s relationship with your brand.
3. TOUCH POINTS ARE DISCONNECTED
CX is NOT a marketing idea…The Customer Experience relies on the entire enterprise.
SERVICESALES
MARKETING DATA
SOCIAL
DATA
CUSTOMER PREFERENCES
Most businesses silo CX
The customer has a
single view of your
organization
#iSeries @Magnet360 @evoljennifer
14. DEFINE YOUR SUCCESS
START HERE: Answer this question
What is the journey you want customers to
have?
Take action to see it from their point of view
• Observe customers
• Learn how they communicate and connect
• Find out how they discover information
• Surface preferences, expectations and ultimately value propositions to the
customer
• Create marketing, service and product strategies that add value across
channels
• Lead the journey
• Measure the changes
• Ongoing improvement
#iSeries @Magnet360 @evoljennifer
15. MEASURE AND IMPROVE
Seek first to understand
Are customers going on the journey you want
customers to have?
Measure main areas from operational and perceived perspectives
• Are you meeting customers’ needs?
• Is it easy?
• Is it enjoyable?
• What will customers do next?
• Will they recommend? (NetPromoter score)
Respond to data and information – Create governance board to make
informed decisions
• Proactive response
• Reactive response
#iSeries @Magnet360 @evoljennifer