national conference 2011 karl o'leary - microsoft (26.05.11)

SHAPING THE FUTURE

Pre-purchase

• Anytime, anywhere, multichannel, store, online,

social networks, mobile, games

• Flexibility: buy online, pick up in store, delivery

• Personalized experience, contextual

• Sales, promotions, newsletters

• Delivery, assembly/operation, warranties,

service

• Business to community, write reviews,

contribute ideas

• Use multi - devices to shop and research

• Get input from friends on social networks

• Read reviews, ratings, experiences

• Compare prices, search

Purchase Ongoing contact

Today’s Customers

360

Customer

View

Multichannel, insight-driven, personalized Targeted, integrated, measured

Multi Point Access

Multi System e.g. POS, online, personas, avatars Attitudes, affinity, spend, behavior

Customer Centricity

Multichannel Engagement

Asset Productivity

Service excellence

Increased traffic and

global reach

Strong online

presence

Connected channels

for multiple options

Visibility into costs,

margins, and

expenses Changing customer

demand

Connected customer

experience

Tight inventory control

Maximizing current

assets

Product availability

My Customer’s

How do they find us?

What do they find online about

my company and I?

Do we make it easy for them to

buy?

Do I have the right information

at the right time?

Am I measuring activity or

progress?

Do we use better technology at

home than at work?

Do we leverage the power of

partnership?

Who/why do I lose?

How do we

differentiate?

How can I orchestrate

others to compete?