Some examples of client-service optimization and how to win the hearts-and-minds of organisations that are progressing in their digital maturity. This session was in the Business Track at DrupalCon 2016 Dublin. More info and recording: https://events.drupal.org/dublin2016/sessions/who-cares-about-drupal

1. Who cares about Drupal?
How to win hearts and minds of businesses
DrupalCon Dublin 27.9.2016
sustainable websites

2. Imre Gmelig Meijling
LimoenGroen Sustainable websites
Online strategy // Digital marketing
@imregmelig
Dutch Drupal Association
Lead DrupalJam 2013-2016
sustainable websites

3. http://www.magic4walls.com/wallpaper/tag/giant-apple-pie

4. http://www.magic4walls.com/wallpaper/tag/giant-apple-pie
It's not just about community
It's no longer about good code
Rational heads talking
Assumption ITMOAFU
Observations

6. Fear
controls
needs
divides
controlling
contract
schemes
negate
judges
anxiety
hoard
tension
attack
Love
allows
wants
unites
freeing
expand
dreams
creates
accepts
patience
share
relax
amend

7. Loyalty leaders grow 2.6 times faster than
competitor average*
* Source: Bain & Company
http://adsoftheworld.com/media/print/dominos_pizza_street

8. ✓ Physical performance
✓ Senses touched
✓ Emotions raised
✓ On all touchpoints
✓ Intuitively measured against expectations
Service Design: great Customer Experience (CX)
http://www.slideshare.net/Clockwork/adfolive-seminar-clockwork-hoe-onmisbaar-is-jouw-dienstverlening

9. How to create a great Customer Experience
Performance focus (Head)
Performance that exceeds expectations.
Product features, Quality, Speed, Price
Emotional focus (Heart)
Delight customers in a personal or emotional way
They know me, They listen to me, They share my values
Great,it
works!
Wow,that's
amazing!
http://www.slideshare.net/Clockwork/adfolive-seminar-clockwork-hoe-onmisbaar-is-jouw-dienstverlening

10. Are you striving to be
meaningful for people?
Or are you just trying to
get that website done
well?
http://www.businesstoday.in/magazine/lbs-case-study/case-study-tesco-virtually-created-new-market-based-on-country-lifestyle/story/214998.html

11. http://www.altimetergroup.com/2014/11/how-good-is-your-social-business-governance/

13. http://www.presentationgo.com/presentation/twisted-banners-aida-powerpoint-diagram/

14. http://www.crownpeak.com/images/digital-touchpoints.png

15. Load Shoot Unload Develop Enlarge Print Store Share
35mm
if we map the user’s journey...
http://www.slideshare.net/Dries/state-ofdrupaljune2014

16. Load Shoot Unload Store Share
35mm instamatic 1985
each advance removes steps…
Develop
http://www.slideshare.net/Dries/state-ofdrupaljune2014

17. Load Shoot Store Share
polaroid 1970
reduces effort…
http://www.slideshare.net/Dries/state-ofdrupaljune2014

18. Shoot Store
share
iphone 2005
http://www.slideshare.net/Dries/state-ofdrupaljune2014

19. content
profile
template
deploy
plan
design
paywall
auth system
error
handler
xml/json/
rss
file system
email
handler
css/jsdb schema queriesrelate data
geo
integration
seo
rest
auth
backup
system
web
service
The site builders journey in the dynamic web
cachingrest
endpoint
http://www.slideshare.net/Dries/state-ofdrupaljune2014

20. core configure write deploythememodules
with drupal 8, we MADE THE
ASSEMBLED web even more powerful
http://www.slideshare.net/Dries/state-ofdrupaljune2014

21. “disintermediation”!
(a big word for cutting
out the middleman)
http://www.slideshare.net/Dries/state-ofdrupaljune2014

23. https://www.youtube.com/watch?v=502ILHjX9EE

24. https://readyfundgo.com/entrepreneurs-mvp-crowdfunding-technology/

25. We are
radically and
uncomfortably
transparent.
Source: Hubspot Code Culture v7

26. Photo: Mel EvansAP Photo/Mel Evans

27. Proper product development is perfectly
okay.
Consider you may need more to stay
relevant and win the hearts and minds of
businesses.

28. #1 Expand to Service Design
Combine great performance with customer experience to add value to
people's lives.
http://www.businesstoday.in/magazine/lbs-case-study/case-study-tesco-virtually-created-new-market-based-on-country-lifestyle/story/214998.html

29. #2 Build on trust, not (just) contracts
Focus on the team,not the terms. Contracts are good. So is trust.
http://pexels.com

30. #3 Ensure a Definition of Succes
Make sure you have a DoS,aligned with digital maturity.
http://9gag.com

31. #4 Show, don't tell
Show examples of how you will make people's lives easier.
Understand what is needed,use what's already there.
http://fabquote.co/show-me-dont-tell-me-quote/

32. #5 Live through projects as you live your life
It's people's work. Express your values.
Have everyone understand the bigger picture and work it together.

33. Go out there and
talk to people!
https://upload.wikimedia.org/wikipedia/commons/3/3a/Guinness_7686a.jpg
@imregmeligLove to hear your insights :-)

34. #1 Increase in Service Design
#2 Build on trust, not (just) contracts
#3 Ensure a Definition of Succes
#4 Show, don't tell
#5 Live through projects as you live your life
sustainable websites

35. www.limoengroen.nl | +31 20-737 1880 | hallo@limoengroen.nl
https://events.drupal.org/dublin2016/sessions/who-cares-about-drupal
sustainable websites