Aligning customer expectations to business outcomes

Aligning customer expectations to business outcomes

Dirk Shaw, Customer Experience Design and Strategy

Customers are demanding a more personalized

experience ?

They want you to: recognize who they are, engage with them and anticipate their needs.

*78% of them in the U.S. connect via

broadband.

*pew internet research

They create 1.4 blogs every

second of every day

The total time they spent watching YouTube videos

since it started last year is 9,305

years!

They are adopting new technology at

record speeds

Oh…

By the way they are also increasingly multi channel

and device..

So what does this mean to Your company?

It means you have to

connect with your customers in new ways…

And create a continuous experience across

touch points

Mobile

RSSEmail

WebKioskCall Center

Search engine

IPTVPrintDigital Signage

In store

TV

Throughout the entire Customer Lifecycle

But at the same time meeting your own business objectives.

New customer acquisition

Better serving existing customers

Growing and retaining existing

customers

Experience Design and Planning can help meet

these new demands.

Continue the dialog @dirkshaw.blogspot.com