Emerce eDay - From good to great: How digital logistics, imagination and focus on people will make...
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Transcript of Emerce eDay - From good to great: How digital logistics, imagination and focus on people will make...
From Good to Great: How Digital Logistics, Imagination and Focus On People Win the Day
Edmund Dueck Marketing Manager Europe, Liferay @eddydueck
12 150k+ 5m+ 0 600
12 years
150k+ 5m+ 0 600
12 years
150k+ 5m+ downloads
0 600
12 years
150k+ community
5m+ downloads
0 600
12 years
150k+ community
5m+ downloads
0 600 employees
12 years
150k+ community
5m+ downloads
$0 self funded
600 employees
1.500
1.500 customers worldwide
Digital Logistics
All of life is logistics, with the purpose of transformation.
Goal: Seamless digital logistics.
Goal: Seamless digital logistics. Challenge: data in different systems,
all over the place.
“In short: many enterprises are chocking on their own early
digitization practices; especially Banks, Insurances and Telecoms
– because they digitized first.”
– Gunther Dück, former CTO of IBM
Source
Source
“We've seen a constant increase in visitor numbers over the last few years
… That translates into millions of pounds of revenue.”
Source
Great customer experiences are built on
seamless digital logistics
Imagination
The man who has no imagination has no wings.
– Muhammad Ali
Source
Goal: Frictionless experiences.
Goal: Frictionless experiences. Challenge: lack of innovation and
empathy with customers.
My Digital Bank Experience
My Digital Bank Experience
1 Security - TOP!
My Digital Bank Experience
1 Security - TOP!
2 Targeting – AVERAGE
My Digital Bank Experience
1 Security - TOP!
2 Targeting – AVERAGE
3 UX Setup – AVERAGE
My Digital Bank Experience
1 Security - TOP!
2 Targeting – AVERAGE
3 UX Setup – AVERAGE
4 Personal Contact – POOR
My Digital Bank Experience
1 Security - TOP!
2 Targeting – AVERAGE
3 UX Setup – AVERAGE
4 Personal Contact – POOR
5 Context – POOR
“We own the environment, but act like we own the effect.”
– Dr. Tim Walters, Digital Clarity Group
Source
The Seven Phases of Customer Experience –
The Seven Phases of Customer Experience –
1 Expectation
The Seven Phases of Customer Experience –
1 Expectation
2 Exultation
The Seven Phases of Customer Experience –
1 Expectation
2 Exultation
3 Revelation
The Seven Phases of Customer Experience –
1 Expectation
2 Exultation
3 Revelation
4 Consultation
The Seven Phases of Customer Experience –
1 Expectation
2 Exultation
3 Revelation
4 Consultation
5 Communication
The Seven Phases of Customer Experience –
1 Expectation
2 Exultation
3 Revelation
4 Consultation
5 Communication
6 Negotiation
The Seven Phases of Customer Experience –
1 Expectation
2 Exultation
3 Revelation
4 Consultation
5 Communication
6 Negotiation
7 Evaluation
The Seven Phases of Customer Experience –
1 Expectation
2 Exultation
3 Revelation
4 Consultation
5 Communication
6 Negotiation
7 Evaluation
The Seven Phases of Customer Experience –
1 Expectation
2 Exultation
3 Revelation
4 Consultation
5 Communication
6 Negotiation
7 Evaluation
Great customer experiences are built on
seamless digital logistics and
brave imagination of the customer’s needs.
70%30%
#1 Start with the why
“The only thing worse than being blind is having sight but no vision.”
– Hellen Keller
#2 Integrate: Digital and Analogue
“We’re often asked: “ Can employees at The Ritz-Carlton really spend $2,000 per day per guest? ” The answer is, “yes.” At The Ritz-Carlton, everyone has $2,000/day per guest to make it right or delight, but the money is symbolic.”
– Simon Cooper, Ritz-Carlton Hotels
#3 Bring your energy to make a difference
Thank you.
@eddydueck