Customer Experience Management - It's Hard, But Not THAT Hard
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Transcript of Customer Experience Management - It's Hard, But Not THAT Hard
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Scott Liewehr, President and Principal Analyst
@sliewehr | @just_clarity
November 28, 2012
It’s hard, but it’s not THAT hard…
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Blah blah blah blah mobile blah blah blah blah blah Big Data blah blah blah blah blah CMO is the new CIO blah blah blah blah blah blah blah blah blah measurement blah blah blah blah cross-channel blah blah blah personalization blah blah blah blah social…
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You’ll hear a lot over the next 2 days
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Be your own filter
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You can be this…
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…or this
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But never this…
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Customer Experience
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A customer’s holistic perception of a company and its offerings based on all of the customer’s interactions with the company…
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Great, another acronym…
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CXM
or [my preference]
CEM 11
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Evolution of WCM
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Recently, Geoffrey Moore suggested a different way of looking at the creation, optimization, and delivery of content with his notion of Systems of Engagement (SoE).
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Systems of Record
Systems of Engagement Create
effectiveness; Touch people
Create efficiencies; Host processes
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Focus on content
Web
Software categories
Incidental to business
From
Focus on consumer of content
Touch points of content consumption
Comprehensive system
Central to business / THE point of business
To
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[WCM Product] offers a cost-effective Web content management application for Web sites...allowing anytime, anywhere publishing. Business users are empowered to update the Web pages that are assigned to them. No knowledge of HTML is necessary. It is designed for ease of use by nontechnical business users who create content, allowing site administrators to control all aspects of the system, including the look and feel and user privileges. 2002
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From this…
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[Re-named WCM Product] enables companies to acquire more customers and deliver consistent, relevant content across all digital channels in a way that can be measured and optimized to achieve business results.
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…to this
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Source: h4p://beinecke.library.yale.edu/dl_crosscollex/brbldl/
IT is the Tom Sawyer of WCM
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Not everyone has learned the tricks
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So what is engagement…
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“Engagement occurs when a consumer interacts with a brand, and elects to invest in it physically, financially or emotionally.”
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Most valued currency on the web
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Brands that view the consumer empowerment phenomenon as an opportunity will win.
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Engagement is complex
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Sources of complexity:
1. It’s personal
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Understanding where your audience is on the engagement journey is a critical business asset
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Sources of complexity:
2. Cumulative
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The biggest risk to engagement is the failure of a single interaction.
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Sources of complexity:
3. Technology-driven
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But, a trail has been blazed
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But, I’m B2B, so it doesn’t apply
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How in the world…?
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What experience you trying to create?
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6 things brand must do…
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1. Be open
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2. Be a good listener
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3. Be prepared
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4. Be knowledgeable
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5. Be consistent
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6. Be relevant
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The bar is set high…
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…but you have all the tools you need
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Remember: Adaptability is the new competitive advantage.