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Creuna: UX – It's Not All About The User
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Creuna: UX – It's Not All About The User
1.
slide to unlock
2.
Engagement Plan UX IT’S
NOT ALL ABOUT THE USER Brought to you by Liljedal & Ivmark
3.
H i! I’m Engagement @anders
lilje dal Plan
4.
Hi! Engagement
I’m Ali Plan
5.
UX Engagement IT’S NOT ALL Plan ABOUT
THE USER
6.
BUILDING FLUID CUSTOMER Engagement EXPERIENCES THEY CAN
EMBRACE, Plan INFLUENCE AND RECOMMEND © Creuna 2011 6
7.
AND DEVELOPING Engagement PROGRESSIVE AND RESPONSIVE Plan BUSINESS
PLANS © Creuna 2011 7
8.
Engagement Plan
9.
Engagement WHAT IS Plan CX?
10.
CX Engagement IT’S MORE THAN
SIMPLY A CUSTOMER’S SINGLE Plan EXPERIENCE BRAND OVER TIME....
11.
CX Engagement IT’S MORE THAN
THE SUM OF ALL THEIR Plan EXPERIENCES COMBINED ACROSS A SINGLE BRAND...
12.
CX Engagement IT IS IN
FACT THE BASIS FOR BUILDING YOUR Plan IN A MORE BUSINESS RELEVANT, RESPONSIVE AND COMPETITIVE WAY
13.
Engagement Plan
14.
EVOLVING THE CUSTOMER Engagement EXPERIENCE IS Plan FUNDAMENTAL TO
BUSINESS DEVELOPMENT
15.
ENGAGEMENT PLAN Engagement
Plan AWARENESS ADOPTION ADVOCACY LOYALTY © Creuna 2011 15
16.
ENGAGEMENT PLAN
Engagement Plan AWARENESS ADOPTION ADVOCACY LOYALTY © Creuna 2011 16
17.
Engagement
ADOPTION Plan © Creuna 2011 17
18.
M ak e
easy a it compe nd lling ADOPTION to a d o pt! DEVELOP IN A Engagement MANNER THAT IS Plan RELEVANT AND ACCESSIBLE © Creuna 2011 18
19.
M ak e
easy t it spread o the ADVOCACY word! INTEGRATE KEY Engagement MARKETING Plan OPPORTUNITIES INTO THE PRODUCT © Creuna 2011 19
20.
Give
them somet hing to rav LOYALTY about e ! BUILD IN CUSTOMER Engagement INCENTIVES, DEALS Plan AND REWARDS © Creuna 2011 20
21.
Praise
them y o u w lik e want pould AWARENESS r in retu aise rn! USE YOUR EXISTING Engagement CUSTOMERS TO Plan NEW ONES RECRUIT © Creuna 2011 21
22.
BAKE IT IN!
SYNCHRONIZE YOUR ACTIVITIES WITH YOUR SERVICES Engagement Plan AWARENESS ADOPTION ADVOCACY LOYALTY © Creuna 2011 22
23.
LISTEN TO YOUR
CUSTOMERS, THEY’RE YOUR GREATEST ASSET Engagement Plan AWARENESS ADOPTION ADVOCACY LOYALTY © Creuna 2011 23
24.
TRACK, MONITOR Engagement AND MEASURE Plan
THE WAY... ALONG © Creuna 2011 24
25.
TO INCREASE Engagement CUSTOMER AND Plan BUSINESS
VALUE © Creuna 2011 25
26.
Engagement IN IT’S ALL
GOOD Plan THEORY!
27.
AMAZON Engagement Plan AWARENESS
ADOPTION ADVOCACY LOYALTY © Creuna 2011 27
28.
AMAZON / ADOPTION Engagement Plan
29.
AMAZON / ADVOCACY Engagement Plan
30.
AMAZON / LOYALTY Engagement Plan
31.
AMAZON / AWARENESS Engagement Plan
32.
NETFLIX vs BLOCKBUSTER Engagement Plan
33.
NETFLIX Engagement
Get people talking Be everywhere Has everything Plan AWARENESS ADOPTION ADVOCACY LOYALTY Recommendations Experience Be nice... © Creuna 2011 33
34.
DROPBOX vs YOUR
CONSCIENCE Engagement Plan
35.
DROPBOX Engagement
Don’t pay for it Magic Recruit Plan AWARENESS ADOPTION ADVOCACY LOYALTY Sharing Listen © Creuna 2011 35
36.
BANK SIMPLE vs
CORP BANKING Engagement Plan
37.
BANK SIMPLE Engagement
Spread No bank-terms Plan AWARENESS ADOPTION ADVOCACY LOYALTY Real people, Mobile first Look good quick answers © Creuna 2011 37
38.
SUMMARY Engagement Plan AWARENESS
ADOPTION ADVOCACY LOYALTY © Creuna 2011 38
39.
Engagement INVOLVING YOUR CUSTOMER IS
ALWAYS SMART, DESIGNING Plan YOUR SERVICES FOR THEM – VITAL
40.
KEY TAKE-AWAYS Engagement ENGAGE YOUR
CUSTOMERS Plan CHALLENGE THE NORM BE PREPARED TO LEARN AS YOU GROW
41.
Thanks! anders.liljedal@creuna.se ali.ivmark@creuna.se
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