#channelshiftcamp

Understanding Your Customers

Dave Witts (Transformation Practitioner) 7th November 2013

Register now

2

www.gossinteractive.com/channel-shift-webinar

Agenda

• Your Channel Shift Challenges

• Agreeing our “Output”

• Understanding Your Customers

• Q & A

Outputs

• Shortcuts on using demographics

• Simple process for creation of personas

• Examples of best practice

• Case studies included

• Engagement vs Segmentation

• Customer engagement for understanding needs

• Creation of personas to focus on needs of

customers

Question Time | Your Channel Shift Challenges

Question Time | Your Channel Shift Challenges

How do you deliver channel shift?

Customer/Insight

How do you deliver channel shift?

How to understand

your customers?

Users aren’t the same

So what is a Persona?

11

Fictional person

So why create them?

12

Personas

Engagement Workshops

Engagement Workshops

Engagement Workshops

How do you deliver channel shift?

Customer Strategy

Customer/Insight

How do you deliver channel shift?

Channel Insight

Customer Strategy

Customer/Insight

How do you deliver channel shift?

Channel / IT Strategy

Channel Insight

Customer Strategy

Customer/Insight

How do you deliver channel shift?

Channel / IT Strategy

Channel Insight

Customer Strategy

Customer/Insight

Channel Improvements

How do you deliver channel shift?

Process Improvements

Channel Improvements

Channel / IT Strategy

Channel Insight

Customer Strategy

Customer/Insight

That’s how you deliver channel shift!

Process Improvements

Channel Improvements

Channel / IT Strategy

Channel Insight

Customer Strategy

Customer/Insight

Register now

24

www.gossinteractive.com/channel-shift-webinar

Q & A