fra ad-blocks til en bedre kundeopplevelse
TRANSCRIPT
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© Creuna Page 2
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© Creuna Page 6Kilde: Deloittes - medieundersøkelse 2015
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PushPull
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© Creuna Photo: Michael Collopy
I have learned that people will forget what you said, people will forget what you did, but people will never forget how you made them feel.Maya Angelou1928–2014
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forventninger
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God gammeldags service gir konkurransefortrinn
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Kundene vil ha personalisering….
© Creuna
60%Effektivisere min kjøpsopplevelse
Motta relevante tilbud
Få en mer personlig opplevelse
Få en overordnet bedre opplevelse
60%
58%
58%
Kilde: Magnetic/MyBuys (Februar2015)
“Jeg deler gjerne mine interesser og opplevelser for å …”
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Relevans og relasjon
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konvertering
etter
før underTillitt
Påvirkning
EngasjementService
Lojalitet
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Grensen for personalisering
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Personalisering handler ikke om
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Pass på så det ikke blir creepy...
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Viktig balansegang
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nytteverdi
tillit relevanspersonvern
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La kunden bestemme
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Innsamling og bruk avpersonopplysninger skal
være basert på frivillig og informert samtykke.
www.datatilsynet.no/personvern
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© Creuna
”Become the customer, then build
what you want.”
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”Become the customer, then build what you want.”
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Gi det riktige innholdet Til den riktige personenPå det riktige tidspunktet
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© Creuna
start med baby steps !
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© Creuna
Hvordan kan dette skape en god kundeopplevelse?
Hvilken verdi gir det kundene våre?
I hvilken situasjon?
Husk alltid å spørre:
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Make a new slide to add or change by www.iconmonstr.com
takk for megAnne Murstad
creuna.no [email protected]
@Annemurs+47 905 99 184