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Seminar at Creuna together with my colleague Ali Ivmark. We talk about how user experience has evolved during the last couple of years and how it now needs to be a part of your strategy and a differentiation towards your competition.
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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
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Hi! I’m Ali
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UXIT’S NOT ALLABOUT THEUSER
© Creuna 2011
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BUILDING FLUID CUSTOMER EXPERIENCES THEY CAN EMBRACE, INFLUENCE AND RECOMMEND
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© Creuna 2011
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AND DEVELOPING PROGRESSIVE AND RESPONSIVEBUSINESS PLANS
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Engagement PlanWHAT ISCX?
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CXIT’S MORE THAN SIMPLY A CUSTOMER’S SINGLE BRAND EXPERIENCE OVER TIME....
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CXIT’S MORE THAN THE SUM OF ALL THEIR EXPERIENCES COMBINED ACROSS A SINGLE BRAND...
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CXIT IS IN FACT THE BASIS FOR BUILDING YOUR BUSINESS IN A MORE RELEVANT, RESPONSIVE AND COMPETITIVE WAY
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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 PLAN
ADOPTION ADVOCACY LOYALTYAWARENESS
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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!
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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!
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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
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TRACK, MONITOR AND MEASURE ALONG THE WAY...
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TO INCREASE CUSTOMER AND BUSINESS VALUE
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Engagement PlanIT’S ALL GOOD IN THEORY!
© Creuna 2011
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AMAZON
ADOPTION ADVOCACY LOYALTYAWARENESS
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AMAZON / ADOPTION
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AMAZON / ADVOCACY
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AMAZON / LOYALTY
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AMAZON / AWARENESS
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NETFLIX vs BLOCKBUSTER
© Creuna 2011
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ADOPTION ADVOCACY LOYALTYAWARENESS
NETFLIX
Be everywhere
Recommendations
Has everything
Be nice...
Get people talking
Experience
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DROPBOX vs YOUR CONSCIENCE
© Creuna 2011
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ADOPTION ADVOCACY LOYALTYAWARENESS
DROPBOX
MagicRecruit
Sharing Listen
Don’t pay for it
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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
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SUMMARY
Engagement PlanINVOLVING YOUR CUSTOMER IS ALWAYS SMART, DESIGNING YOUR SERVICES FOR THEM – VITAL
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KEY TAKE-AWAYS
ENGAGE YOUR CUSTOMERS
CHALLENGE THE NORM
BE PREPARED TO LEARN AS YOU GROW
