Creuna: UX – It's Not All About The User

•

2 likes•577 views

Ali Ivmark

Presented May 10, 2011 Video Presentation (1/2 Swedish, 1/2 English): Link to come shortly

Business Technology

Engagement
Plan UX IT’S NOT ALL
ABOUT THE USER
Brought to you by Liljedal & Ivmark

H i! I’m
Engagement
@anders lilje dal

Plan

UX
Engagement
IT’S NOT ALL
Plan
ABOUT THE
USER

BUILDING FLUID
CUSTOMER
Engagement
EXPERIENCES THEY
CAN EMBRACE,
Plan
INFLUENCE AND
RECOMMEND
© Creuna 2011 6

AND DEVELOPING
Engagement
PROGRESSIVE AND
RESPONSIVE
Plan
BUSINESS PLANS

© Creuna 2011 7

CX
Engagement
IT IS IN FACT THE BASIS
FOR BUILDING YOUR
Plan IN A MORE
BUSINESS
RELEVANT, RESPONSIVE
AND COMPETITIVE WAY

EVOLVING THE
CUSTOMER
Engagement
EXPERIENCE IS
Plan
FUNDAMENTAL
TO BUSINESS
DEVELOPMENT

ENGAGEMENT PLAN

Engagement
Plan
AWARENESS ADOPTION ADVOCACY LOYALTY

© Creuna 2011 15

ENGAGEMENT PLAN

Engagement
Plan
AWARENESS ADOPTION ADVOCACY LOYALTY

© Creuna 2011 16

Engagement
ADOPTION
Plan

© Creuna 2011 17

M ak e
easy a it
compe nd
lling
ADOPTION to a d o
pt!

DEVELOP IN A
Engagement
MANNER THAT IS
Plan
RELEVANT AND
ACCESSIBLE

© Creuna 2011 18

M ak e
easy t it
spread o
the
ADVOCACY word!

INTEGRATE KEY
Engagement
MARKETING
Plan
OPPORTUNITIES
INTO THE PRODUCT

© Creuna 2011 19

Give
them
somet
hing
to rav
LOYALTY about e
!

BUILD IN CUSTOMER
Engagement
INCENTIVES, DEALS
Plan
AND REWARDS

© Creuna 2011 20

Praise
them
y o u w lik e
want pould
AWARENESS r
in retu aise
rn!

USE YOUR EXISTING
Engagement
CUSTOMERS TO
Plan NEW ONES
RECRUIT

© Creuna 2011 21

BAKE IT IN! SYNCHRONIZE YOUR
ACTIVITIES WITH YOUR SERVICES

Engagement
Plan
AWARENESS ADOPTION ADVOCACY LOYALTY

© Creuna 2011 22

LISTEN TO YOUR CUSTOMERS,
THEY’RE YOUR GREATEST ASSET

Engagement
Plan
AWARENESS ADOPTION ADVOCACY LOYALTY

© Creuna 2011 23

TRACK, MONITOR
Engagement
AND MEASURE
Plan THE WAY...
ALONG

© Creuna 2011 24

TO INCREASE
Engagement
CUSTOMER AND
Plan
BUSINESS VALUE

© Creuna 2011 25

Engagement IN
IT’S ALL GOOD
Plan
THEORY!

AMAZON

Engagement
Plan
AWARENESS ADOPTION ADVOCACY LOYALTY

© Creuna 2011 27

NETFLIX

Engagement
Get people
talking
Be everywhere Has everything

Plan
AWARENESS ADOPTION ADVOCACY LOYALTY

Recommendations Experience Be nice...

© Creuna 2011 33

DROPBOX vs YOUR CONSCIENCE

Engagement
Plan

DROPBOX

Engagement
Don’t pay for it Magic
Recruit

Plan
AWARENESS ADOPTION ADVOCACY LOYALTY

Sharing Listen

© Creuna 2011 35

BANK SIMPLE vs CORP BANKING

Engagement
Plan

BANK SIMPLE

Engagement Spread No bank-terms

Plan
AWARENESS ADOPTION ADVOCACY LOYALTY

Real people,
Mobile first Look good quick answers

© Creuna 2011 37

SUMMARY

Engagement
Plan
AWARENESS ADOPTION ADVOCACY LOYALTY

© Creuna 2011 38

Engagement
INVOLVING YOUR CUSTOMER
IS ALWAYS SMART, DESIGNING
Plan
YOUR SERVICES FOR THEM –
VITAL

KEY TAKE-AWAYS
Engagement
ENGAGE YOUR CUSTOMERS

Plan
CHALLENGE THE NORM

BE PREPARED TO LEARN
AS YOU GROW

Thanks!
anders.liljedal@creuna.se
ali.ivmark@creuna.se

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Creuna: UX – It's Not All About The User

1. slide to unlock

2. Engagement Plan UX IT’S NOT ALL ABOUT THE USER Brought to you by Liljedal & Ivmark

3. H i! I’m Engagement @anders lilje dal Plan

4. Hi! Engagement I’m Ali Plan

5. UX Engagement IT’S NOT ALL Plan ABOUT THE USER

8. Engagement Plan

9. Engagement WHAT IS Plan CX?

10. CX Engagement IT’S MORE THAN SIMPLY A CUSTOMER’S SINGLE Plan EXPERIENCE BRAND OVER TIME....

11. CX Engagement IT’S MORE THAN THE SUM OF ALL THEIR Plan EXPERIENCES COMBINED ACROSS A SINGLE BRAND...

12. CX Engagement IT IS IN FACT THE BASIS FOR BUILDING YOUR Plan IN A MORE BUSINESS RELEVANT, RESPONSIVE AND COMPETITIVE WAY

13. Engagement Plan

14. EVOLVING THE CUSTOMER Engagement EXPERIENCE IS Plan FUNDAMENTAL TO BUSINESS DEVELOPMENT

18. M ak e easy a it compe nd lling ADOPTION to a d o pt! DEVELOP IN A Engagement MANNER THAT IS Plan RELEVANT AND ACCESSIBLE © Creuna 2011 18

19. M ak e easy t it spread o the ADVOCACY word! INTEGRATE KEY Engagement MARKETING Plan OPPORTUNITIES INTO THE PRODUCT © Creuna 2011 19

20. Give them somet hing to rav LOYALTY about e ! BUILD IN CUSTOMER Engagement INCENTIVES, DEALS Plan AND REWARDS © Creuna 2011 20

21. Praise them y o u w lik e want pould AWARENESS r in retu aise rn! USE YOUR EXISTING Engagement CUSTOMERS TO Plan NEW ONES RECRUIT © Creuna 2011 21

22. BAKE IT IN! SYNCHRONIZE YOUR ACTIVITIES WITH YOUR SERVICES Engagement Plan AWARENESS ADOPTION ADVOCACY LOYALTY © Creuna 2011 22

23. LISTEN TO YOUR CUSTOMERS, THEY’RE YOUR GREATEST ASSET Engagement Plan AWARENESS ADOPTION ADVOCACY LOYALTY © Creuna 2011 23

26. Engagement IN IT’S ALL GOOD Plan THEORY!

28. AMAZON / ADOPTION Engagement Plan

29. AMAZON / ADVOCACY Engagement Plan

30. AMAZON / LOYALTY Engagement Plan

31. AMAZON / AWARENESS Engagement Plan

32. NETFLIX vs BLOCKBUSTER Engagement Plan

33. NETFLIX Engagement Get people talking Be everywhere Has everything Plan AWARENESS ADOPTION ADVOCACY LOYALTY Recommendations Experience Be nice... © Creuna 2011 33

34. DROPBOX vs YOUR CONSCIENCE Engagement Plan

35. DROPBOX Engagement Don’t pay for it Magic Recruit Plan AWARENESS ADOPTION ADVOCACY LOYALTY Sharing Listen © Creuna 2011 35

36. BANK SIMPLE vs CORP BANKING Engagement Plan

37. BANK SIMPLE Engagement Spread No bank-terms Plan AWARENESS ADOPTION ADVOCACY LOYALTY Real people, Mobile first Look good quick answers © Creuna 2011 37

39. Engagement INVOLVING YOUR CUSTOMER IS ALWAYS SMART, DESIGNING Plan YOUR SERVICES FOR THEM – VITAL

40. KEY TAKE-AWAYS Engagement ENGAGE YOUR CUSTOMERS Plan CHALLENGE THE NORM BE PREPARED TO LEARN AS YOU GROW

41. Thanks! anders.liljedal@creuna.se ali.ivmark@creuna.se

Creuna: UX – It's Not All About The User

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Creuna: UX – It's Not All About The User