Enterprise Customer Experience by Mitch Lieberman, DRI
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The document discusses enterprise customer experience and the importance of listening to customers, engaging with them across physical and digital worlds, and providing experiences that reflect your company's culture. It emphasizes that customer experience results from how customers perceive their interactions with a company, not just what a company designs. Creating a positive customer experience requires coordination across departments along with social media initiatives, digital communication programs, and social CRM that leads to insights about customers.
Enterprise Customer Experience by Mitch Lieberman, DRI
- 1. CUSTOMER Enterprise Customer Experience The people, processes and technology required to listen, guide and engage your customers in the digital world…
- 2. This is Customer Experience a superset of sensations, emotions and perceptions felt by your customers 2
- 3. Sharing of Experiences happens across the physical world 3
- 4. and Sharing of Experiences happens within the digital world 4
- 5. Engagement at all Ages help customers to participate with you, feel a part of your company and culture 5
- 6. Consider the Landscape see the world as your customers do, consider their view and their perspective 6
- 7. Experience is not a Process an experience is visceral, a highly individual response to stimulus (or lack of) 7
- 8. Mirror Image a customer’s experience with your products or services is a reflection of your culture 8
- 9. Enterprise Customer Experience: The people, internal processes and technology required to listen, guide and engage your customers in the digital world 9
- 10. Rivers of Data volume and velocity of data is both a blessing and curse, the value is information and insight 10
- 11. Listening and Hearing Filtering image filtering and prioritizing are the starting point table stakes, acting and engaging are next 11
- 12. Context Transforms Data data without context, such as time, location, emotion or customer details lacks value 12
- 13. The Objective is Insight through the fog of data, it is that critical piece of information can make all the difference 13
- 14. Too Much Data act on what is heard and measured, or do not waste time listening and reporting 14
- 15. Time is Precious Insert Watch Picture time needs to be respected, though it feels infinite, it is a finite commodity 15
- 16. Do I have your Attention? seven seconds, 140 characters, above the fold, that is your perspective, what about the customer, the individual, the person 16
- 17. Are You Listening, Or Waiting To Talk? 17
- 18. Digital Interactions each is an opportunity to learn and act 18
- 19. Just out of Reach that emotional connection with your customers, it takes real effort to achieve 19
- 20. Systems of Engagement not sure they exist, that does not mean stop trying to engage your customers 20
- 21. Expectations are constantly changing, different with each customer 21
- 22. Communications keep the lines of communication open, make it easy for your customers to participate 22
- 23. Where do you Stand context bridges the gap between trust and reputation, between you and your customers 23
- 24. Service Excellence a harmonious dance among people, process and technology 24
- 25. Perspective customer experience is not what you design, it is what the customer perceives it to be 25
- 26. Collaboration is Required “customer experience is a team sport” Kerry Bodine, Forrester 26
- 27. Brand Participation some do…and some do not – respect them all 27
- 28. A Thought about SFA sales force automation has a place, is necessary, but it is an inward facing discipline 28
- 29. at the End of the Day consider your customer’s needs, their jobs-to- be done and their values, that is a start 29
- 30. Charting the Course To Enterprise Customer Experiences 30
- 31. Social Media Initiatives Mature • Beyond Departments • Beyond ‘Likes’ and ‘Follows’ • Beyond ‘shooting from the hip’ • Beyond Uncoordinated efforts Towards Digital Programs 31
- 32. Digital Communication Programs • With Coordination Across Depts. • With Defined Success Metrics • With Emergent Analytics • With Modest Governance Teeing up Social CRM 32
- 33. Social CRM: The Starting Point for Enterprise Customer Experience 33
- 34. The Value of Social CRM • Coordinated Customer Facing Programs • Technical and Business Integration • Advanced Analytics Leading to Insights • Personal Interactions and Engagement Is Social CRM Part of CRM? 34
- 35. YES!! 35
- 36. The Evolution of CRM • Social CRM is Absorbed by CRM • Front to Back Office Coordination • Repeatable Process, Governance • Community, Content, Collaboration • Universal Access to Information You are now Ready 36
- 37. A Completed Enterprise Customer Experience Vision includes: • Customer Insights, • Directed, Personalized Interactions • Predictive Analytics • Conversational Communications • A Collaborative Organization • Social Business Maturity • Thriving Communities • Consistent Content, all Channels 37
- 38. Jump in are you ready to take the plunge? 38
- 39. give me a shout Twitter: @mjayliebs Phone: (+1) 802 857 5197 Email: mitch.lieberman@dri-global.com 39
- 40. or, read the white paper If you’d like to receive a copy of the white paper, please just send an email to: mitch.lieberman@dri-global.com 40
- 41. photo credit Mitch Lieberman, except: hDp://rsanityrvtravels.blogspot.com/2011_10_01_archive.html hDp://www.beat102103.com/beat-‐breakfast-‐blog/2011/11/15/ baDle-‐of-‐the-‐sexes-‐who-‐can-‐keep-‐a-‐secret-‐for-‐longer/whispering-‐women/ hDp://www.mamamia.com.au/parenOng/wombtube-‐overshare-‐much/ hDp://www.gadarian.com/blogging-‐for-‐interacOon/ 41