27.03.2014!Anders Lindh!

!

Asiakaskokemuksen ytimessä!

ASIAKASKOKEMUKSEN YTIMESSÄ top-5 vinkkiä siitä, miten mittaat, seuraat ja myyt tehokkaasti monikanavamaailmassa!

3

*) Source: Manning, Harley. Customer Experience Outlook For 2011. Allen, James. Closing the Delivery Gap: How to achieve true customer-led growth.!!

but  less  than  %  have  a  clear  customer  strategy…     50

4

Jussi Lipponen, Twitter 26.3.2014 #lauttasaarenpyörähuolto

(IT’S ALL ABOUT THE RIGHT)"

PEOPLE

“People are your strongest asset and your greatest tool. In fact, being in control of conversion, having someone directly responsible for conversion and incentivizing staff based on conversion are all highly correlated with improved conversion and sales. The truth is that technology can only take you so far. The rest comes down to people.” !

– Mark Patron, CEO RedEye International Ltd.!

(DEFINE YOUR) "

CUSTOMER EXPERIENCE

“For residential customers in European Utility company, the lifetime value of a loyal customer is about twice that of one who would not recommend the service.” ! ! !

! - Mobile Consumer Report: Combat Showrooming with Personalization!

(CHOOSE AND IMPLEMENT) "THE RIGHT TOOLS

DEFINE KPI’s"(AND CONTINOUSLY TRACK PERFORMANCE)

AUTOMATE"(YOUR PRECIOUS TIME IS BETTER SPENT ELSEWHERE)

Example on Marketing Orchestration:Individualized Experiences at Massive Scale!

Use results in your next campaign

THANK YOU