Customer Relationship

1. Online Marketing
Building brands with digital in the core

2. welcome to
the digital world

3. welcome to
the digital world
digital offline + digital online

4. where you only have one
customer relationship

5. where you only have one
customer relationship

6. where you only have one
customer relationship

7. when offline and digital are not viewed as
two seperated worlds, you create one
customer relationship

8. welcome to
the digital world
combine old philosophies with new
technologies

9. combine old philosophies with new
technologies

10. combine old philosophies with new
technologies

11. as a customer you only have one
relationship with Apple, online and offline
customer relationship

12. welcome to
the digital world
with a digital first customer relationship

13. welcome to
the digital world
with a digital first customer relationship
but

14. when every
relationship
becomes digital

15. when every
relationship
becomes digital
digital becomes a commodity

16. 73%
want real people to deal with

17. when something
becomes scarce
it becomes valuable

18. so people will
become scarce
but valuable

19. Die Fast
Digital Transformation
HumanTransformation

20. Die Fast
Fighter
markets
Digital Transformation
HumanTransformation

21. Die Fast
Strong today,
not enough
tomorrow
Digital Transformation
HumanTransformation

22. Die Fast
Fighter
markets
Strong today,
not enough
tomorrow
When digital
becomes human
Digital Transformation
HumanTransformation

23. customer relationship
of the future

24. customer relationship
of the future
“If you don’t make it fast and easy you lose customers. Fact.
The easier you make it the more customers you win. Fact.
Businesses are doing an incredibly poor job because to make it easy for the
customer you almost always need to make it more complex for the
business. Businesses don’t want to take on the complexity of making it
easy for customers. We need to develop a return on investment model for
ease of use. There are huge returns but we’re not measuring them”
Gary McGovern

25. customer relationship
today
We’re simply trying to pay
our bill or change our flight or
schedule an engineer as quickly and
painlessly as possible. Our customer
“experience” — most of the time —
is hardly an experience at all.

26. customer relationship
today

27. customer relationship
of the future
Your customer doesn’t care about
digital! He cares about the overal
experience.

28. customer relationship
of the future
1. create a digital first relationship
with your customer

29. customer relationship
of the future

30. customer relationship
of the future
Citizin M hotel has no reception

31. customer relationship
of the future
Citizin M hotel has small, connected
and design rooms

32. customer relationship
of the future
1. create a digital first relationship
with your customer
2. rethink the human side of
business

33. customer relationship
of the future
Citizin M hotel has the biggest bar
and living room to meet people

34. 73%
people love people

36. humans
add value

37. humans
add value

38. humans
add value

40. no computer ever
invented a better computer

41. computers personalize
humans make it personal

42. computers predict
humans surprise

43. computers confirm
humans smile

44. computers deliver
humans over-deliver

45. customer relationship
of the future
the ultimate digital relationship

46. customer relationship
of the future
the ultimate digital relationship
+ the ultimate human relationship

47. customer relationship
of the future
the digital
relationship
adds
automation + data
operational
excellence
on-
demand
services &
products
ultimate
convenien
ce

48. customer relationship
of the future
the human
relationship
adds
empathy + creativity + passion
emotional
connection
the most
personal
experience
awesome
companies
to buy
from

49. customer relationship
of the future
the digital
relationship
adds
the human
relationship
adds
automation + data empathy + creativity + passion
operational
excellence
emotional
connection
on-
demand
services &
products
ultimate
convenien
ce
the most
personal
experience
awesome
companies
to buy
from

50. customer relationship
of the future
the digital
relationship
adds
the human
relationship
adds
automation + data empathy + creativity + passion
operational
excellence
emotional
connection
on-
demand
services &
products
ultimate
convenien
ce
the most
personal
experience
awesome
companies
to buy
from
customer
intimacy

51. she understood
what I was talking about

52. she didn’t!

53. Online Marketing
Building brands with digital in the core