USING THE NOLTE&LAUTH

CUSTOMER EXPERIENCE ENGINE

TO BOOST YOUR GLOBAL

CQ5 MULTI-BRAND PLATFORM

DIGITAL BRANDING IN 2003

BROCHURE MEETS INTERNET

SALES EXPERIENCE ONLY AT THE DEALERSHIP

ALL-IN-ONE CQ SOLUTION

AND IF YOU HAD ANY PROBLEMS...

7 YEARS LATER...

A CUSTOMER EXPERIENCE IN CHICAGO...

THE CUSTOMER EXPERIENCE HAS CHANGED

LET‘S GO DIGITAL!

BRAND

WHAT DRIVES THE DIGITAL CUSTOMER EXPERIENCE?

PRODUCT

SALES DIALOG

UNIQUENESS

BRAND

ACCESSIBILITY

PRODUCT

INDIVIDUALITY

SALES DIALOG

HOW DOES THAT WORK ON A GLOBAL BASIS?

BRAND

PRODUCT

SALES DIALOGLOCATION

LANGUAGE

INTERFACE

SUSTAIN

ROLL-OUT

PLATFORM

CUSTOMER EXPERIENCE

PLATFORMOPERATIONS

WHAT DECISIONS COMBINE THE HIGHEST FLEXIBILITY

IN CUSTOMER EXPERIENCE DESIGN WITH EFFICIENT AND EFFECTIVE

PLATFORM OPERATIONS?

CUSTOMER EXPERIENCE

ENGINE

SALES DIALOG

PRODUCT

BRAND

GENERAL MOTORS - MULTI-BRANDING EXPERIENCE

• Over 48 countries, 40 languages, 4 brands in 1 year

• Overall Roll-Out goals: 7 brands, > 500 websites to be integrated

• Based on CQ 5.2 using the Multi-Site-Manager

GM BRANDING STRATEGY

1 set of templates shared

by all brands and markets.

From 75 pages of the

experience design to 16

templates.

Individual brand parameters

and template configuration.

BUICK

VAUXHALL

CHEVROLET MIDDLE EAST

OPEL WORLDWIDE – UNIQUE MARKET CONTENT

Strong market

ACCESS PRODUCT DATA

1 central product data

supply mechanism.

Placeholder framework to

individually design the

customer experience.

Reducing complexity and

boosting the roll-out.

PRODUCT DATA TO ENABLE SHOPPING TOOLS

Overall product data

strategy enables new

shopping tools on a

global scale.

FRANKE GROUP - MULTI-DIVISION EXPERIENCE

• Global relaunch of international and country websites with more than 6 divisions

• One centrally managed product data base

FRANKE – INDIVIDUAL PRODUCT EXPERIENCE

Different products.

Different customers.

One platform.

FRANKE – INDIVIDUAL PRODUCT EXPERIENCE

Frontend design

customized for customer

experience.

One Data supply.

Individual experience.

MERCEDES-BENZ - MULTI-SALES-LEVEL EXPERIENCE

• Maximum brand experience on all sales levels

• More than 1500 websites including all sales levels

MERCEDES-BENZ - BRANDED CUSTOMER EXPERIENCE

Template strategy aligned

with customer touchpoints.

Learning process from 75

templates to 5 and back.

MERCEDES-BENZ - PRODUCT EXPERIENCE

Full CG strategy enabling

the customer experience

worldwide.

MERCEDES-BENZ - SALES EXPERIENCE

Focus on MB-owned

customer experience

before integrating 3rd

Party personalization.

SO, HOW WOULD YOU ANSWER THE FOLLOWING

QUESTIONS?

What is my customer experience strategy for the next 3 years?

What is my content and platform strategy for the next 3 years?

Who will form those two strategies into one?

If you are struggling to answer these questions, we suggest to...

... HIRE THE A-TEAM ... OR ...

... STEP BACK TO SEE THE BIG PICTURE. THANK YOU.

NOLTE&LAUTH

DigitalDigital first - Focus on

customer experience

design.

BusinessDigital consulting

experts following a top

management approach.

DevelopmentGetting things done -

Known as catalyst in

complex projects.

PartnerAt eye level.

Reliable.

Independent.

WWW.NOLTE-LAUTH.COM | FRANKFURT | BERLIN | STUTTGART | WORK WHERE IT SUITS YOURSELF

NOLTE&LAUTH

DIGITAL EXPERIENCE

DIGITAL CONSULTING

DIGITAL SERVICES

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WWW.NOLTE-LAUTH.COM | FRANKFURT | BERLIN | STUTTGART | WORK WHERE IT SUITS YOURSELF TM