User Experience - it's not all about the user
22 likes3,780 views
The document outlines an engagement plan that emphasizes the importance of customer experience (CX) in building effective business strategies. It highlights critical stages of engagement, including awareness, adoption, advocacy, and loyalty, while advocating for relevant and accessible customer interactions. Key takeaways include integrating engagement opportunities, leveraging customer feedback, and continuously adapting services to enhance customer involvement.
User Experience - it's not all about the user
- 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
- 6. BUILDING FLUID CUSTOMER Engagement EXPERIENCES THEY CAN EMBRACE, Plan INFLUENCE AND RECOMMEND © Creuna 2011 6
- 7. AND DEVELOPING Engagement PROGRESSIVE AND RESPONSIVE Plan BUSINESS PLANS © Creuna 2011 7
- 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
- 15. ENGAGEMENT PLAN Engagement Plan AWARENESS ADOPTION ADVOCACY LOYALTY © Creuna 2011 15
- 16. ENGAGEMENT PLAN Engagement Plan AWARENESS ADOPTION ADVOCACY LOYALTY © Creuna 2011 16
- 17. Engagement ADOPTION Plan © Creuna 2011 17
- 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
- 24. TRACK, MONITOR Engagement AND MEASURE Plan THE WAY... ALONG © Creuna 2011 24
- 25. TO INCREASE Engagement CUSTOMER AND Plan BUSINESS VALUE © Creuna 2011 25
- 26. Engagement IN IT’S ALL GOOD Plan THEORY!
- 27. AMAZON Engagement Plan AWARENESS ADOPTION ADVOCACY LOYALTY © Creuna 2011 27
- 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
- 38. SUMMARY Engagement Plan AWARENESS ADOPTION ADVOCACY LOYALTY © Creuna 2011 38
- 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