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Presented May 10, 2011Video Presentation (1/2 Swedish, 1/2 English): Link to come shortly
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Engagement Plan
Brought to you by Liljedal & Ivmark
UX IT’S NOT ALL ABOUT THE USER
Engagement Plan
Hi! I’m
@andersliljedal
Engagement Plan
Hi! I’m Ali
Engagement Plan
UXIT’S NOT ALLABOUT THEUSER
© Creuna 2011
Engagement PlanEngagement Plan
BUILDING FLUID CUSTOMER EXPERIENCES THEY CAN EMBRACE, INFLUENCE AND RECOMMEND
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© Creuna 2011
Engagement PlanEngagement Plan
AND DEVELOPING PROGRESSIVE AND RESPONSIVEBUSINESS PLANS
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Engagement Plan
Engagement PlanWHAT ISCX?
Engagement Plan
CXIT’S MORE THAN SIMPLY A CUSTOMER’S SINGLE BRAND EXPERIENCE OVER TIME....
Engagement Plan
CXIT’S MORE THAN THE SUM OF ALL THEIR EXPERIENCES COMBINED ACROSS A SINGLE BRAND...
Engagement Plan
CXIT IS IN FACT THE BASIS FOR BUILDING YOUR BUSINESS IN A MORE RELEVANT, RESPONSIVE AND COMPETITIVE WAY
Engagement Plan
Engagement Plan
EVOLVING THE CUSTOMER EXPERIENCE IS FUNDAMENTAL TO BUSINESS DEVELOPMENT
© Creuna 2011
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ADOPTION ADVOCACY LOYALTYAWARENESS
ENGAGEMENT PLAN
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Engagement PlanEngagement Plan
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ENGAGEMENT PLAN
ADOPTION ADVOCACY LOYALTYAWARENESS
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Engagement PlanEngagement Plan
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ADOPTION
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ADOPTIONDEVELOP IN A MANNER THAT IS RELEVANT AND ACCESSIBLE
Make it easy and compelling to adopt!
© Creuna 2011
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ADVOCACYINTEGRATE KEY MARKETING OPPORTUNITIES INTO THE PRODUCT
Make it easy to spread the word!
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LOYALTYBUILD IN CUSTOMER INCENTIVES, DEALS AND REWARDS
Give them something to rave about!
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AWARENESSUSE YOUR EXISTINGCUSTOMERS TO RECRUIT NEW ONES
Praise them like you would want praise in return!
© Creuna 2011
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ADOPTION ADVOCACY LOYALTYAWARENESS
BAKE IT IN! SYNCHRONIZE YOUR ACTIVITIES WITH YOUR SERVICES
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ADOPTION ADVOCACY LOYALTYAWARENESS
LISTEN TO YOUR CUSTOMERS, THEY’RE YOUR GREATEST ASSET
© Creuna 2011
Engagement PlanEngagement Plan
TRACK, MONITOR AND MEASURE ALONG THE WAY...
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Engagement PlanEngagement Plan
TO INCREASE CUSTOMER AND BUSINESS VALUE
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Engagement PlanIT’S ALL GOOD IN THEORY!
© Creuna 2011
Engagement Plan
AMAZON
ADOPTION ADVOCACY LOYALTYAWARENESS
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Engagement Plan
AMAZON / ADOPTION
Engagement Plan
AMAZON / ADVOCACY
Engagement Plan
AMAZON / LOYALTY
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AMAZON / AWARENESS
Engagement Plan
NETFLIX vs BLOCKBUSTER
© Creuna 2011
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ADOPTION ADVOCACY LOYALTYAWARENESS
NETFLIX
Be everywhere
Recommendations
Has everything
Be nice...
Get people talking
Experience
Engagement Plan
DROPBOX vs YOUR CONSCIENCE
© Creuna 2011
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ADOPTION ADVOCACY LOYALTYAWARENESS
DROPBOX
MagicRecruit
Sharing Listen
Don’t pay for it
Engagement Plan
BANK SIMPLE vs CORP BANKING
© Creuna 2011
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ADOPTION ADVOCACY LOYALTYAWARENESS
BANK SIMPLE
Mobile first
No bank-termsSpread
Look goodReal people,
quick answers
© Creuna 2011
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ADOPTION ADVOCACY LOYALTYAWARENESS
SUMMARY
Engagement PlanINVOLVING YOUR CUSTOMER IS ALWAYS SMART, DESIGNING YOUR SERVICES FOR THEM – VITAL
Engagement Plan
KEY TAKE-AWAYS
ENGAGE YOUR CUSTOMERS
CHALLENGE THE NORM
BE PREPARED TO LEARN AS YOU GROW
