#mktcee / @nixonmcinnes / @jennilloyd

To change your market impact

you need to change yourself

Customer Experience Evolution / March 2014

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Jenni Lloyd@jennilloyd

nixonmcinnes.co.uk

Sara Lloyd@babyjuggler

panmacmillan.co.uk

Hello!

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About NM

Great companies are communities

of purpose

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Obligatory logo slide

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First things first

Tell the person next to you about the most recent customer experience you had…

What made it good or bad?

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We are all customers

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Today

1. Setting the scene: the New Normal

2. Case study: putting readers at the heart of Pan Macmillan

3. Takeaways: things to do tomorrow

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VUCA

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VolatileUncertainComplex

Ambiguous

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Welcome to the New Normal

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VUCA Prime

VolatileUncertainComplexAmbiguous

VisionUnderstandingClarityAgility

thanks to Bob Johansen / Institute of the Future

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MAKE THINGS PEOPLE WANTthanks to John V Willshire / @willsh

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No longer B2Cbut H2H:

human-to-humanthanks to Bryan Kramer / PureMatter

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Nunwood’s 6 Pillars of Customer Experience Excellence

Personalisation / Integrity / Respect time & effort / Expectations / Resolution / Empathy

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Which pillar is your company’s strongest point? And weakest?

Personalisation / Integrity / Respect time & effort / Expectations / Resolution / Empathy

Discuss

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The Pan Macmillan Reader Engagement Programme

VUCA!Why?

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What

•Readers at the heart

• Decisions based on insight

• Demonstrate value

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Respond to external disruption with managed internal disruption

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Pan Macmillan ReaderReaderRetailer PlatformAuthorAuthor

How: Changing relationships

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Pan MacmillanReaderReaderRetailer Platform AuthorAuthor

How: Changing relationships

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desirable(human)

viable(business)

feasible(technical)

innovation

thanks to Ideo.com

How: Test & Learn strategy

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How: collaboration via the REG

PR

Marketing

Analytics

Editorial – Children’sEditorial - Adult

Digital

Sales

15

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Outcomes

InnovationCollaboration

Customer focusAgility

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Takeaways

1. You can’t change your market impact without changing yourself

#mktcee / @nixonmcinnes / @jennilloyd

Takeaways

1. You can’t change your market impact without changing yourself

2. Get to know your customers as people, not just as data

#mktcee / @nixonmcinnes / @jennilloyd

Takeaways

1. You can’t change your market impact without changing yourself

2. Get to know your customers as people, not just as data

3. No one of us is smarter than all of us

#mktcee / @nixonmcinnes / @jennilloyd

@jennilloyd / @babyjuggler

Thank you!Any questions?