(More) Seamless Customer Experiences …sooner than you think Jeremy Black / @jeremywblack March 9 th , 2013
Nov 21, 2014
(More) Seamless Customer Experiences
…sooner than you thinkJeremy Black / @jeremywblack
March 9th, 2013
We’re Not Far Off
• Disney MyMagic+
Source: Disney Parks Blog
• People, processes, and technology• Customer journey / lifecycle
The Customer Experience
30% of the Top 100 US Retailers don’t have an app
Average ratings for retail mobile appsiOS 2.9/5Android 2.2/5
Utility = Success in Mobile
CVSiOS 4.5/5Android 4.5/5
WalgreensiOS 4.5/5Android 4.3/5
Behavior + Computing
Changing Customer Behavior
Have become “users”
Are individuals
Are empowered
Computing is Ubiquitous
Or, it can drive a wedge between you and your customer
It can be an enabler of great customer experiences
Value Exchange
• Value exchange has to be clear and apparent• App can follow your location• Giving your email at a store
Meeting Customer Expectations
Personalized
Context Aware
Frictionless
Source: gigamon.com
Beyond Customers
It’s not just customers, it’s everyone that interacts with your organization
Source: If Applicable. Delete if not.
Users Donors
Drivers Employees
This is already happening
• Disney MyMagic+
Source: Disney Parks Blog
Thank You!
Today’s Panel
Bob CostasTitle, Company
Cindy CrawfordTitle, Company
Justin BieberTitle, Company
Mary MeekerTitle, Company