asiakaskokemuksen ytimessä 27-03-2014
DESCRIPTION
27.03.2014. Pidin puheenvuoron asiakaskokemuksesta Okimo Clinic:in järjestämässä aamiaistilaisuudessa (http://www.media-koulutus.com/2014/03/startup-aamiainen-okimo-clinicilla.html). Teemoja ja kuvia liittyen asiakaskokemukseen. Pictures and themes related to customer experience.TRANSCRIPT
![Page 1: Asiakaskokemuksen ytimessä 27-03-2014](https://reader033.vdocuments.net/reader033/viewer/2022051210/549cb3d6ac7959dd2a8b47ed/html5/thumbnails/1.jpg)
27.03.2014!Anders Lindh!
!
Asiakaskokemuksen ytimessä!
![Page 2: Asiakaskokemuksen ytimessä 27-03-2014](https://reader033.vdocuments.net/reader033/viewer/2022051210/549cb3d6ac7959dd2a8b47ed/html5/thumbnails/2.jpg)
ASIAKASKOKEMUKSEN YTIMESSÄ top-5 vinkkiä siitä, miten mittaat, seuraat ja myyt tehokkaasti monikanavamaailmassa!
![Page 3: Asiakaskokemuksen ytimessä 27-03-2014](https://reader033.vdocuments.net/reader033/viewer/2022051210/549cb3d6ac7959dd2a8b47ed/html5/thumbnails/3.jpg)
3
*) Source: Manning, Harley. Customer Experience Outlook For 2011. Allen, James. Closing the Delivery Gap: How to achieve true customer-led growth.!!
but less than % have a clear customer strategy… 50
![Page 4: Asiakaskokemuksen ytimessä 27-03-2014](https://reader033.vdocuments.net/reader033/viewer/2022051210/549cb3d6ac7959dd2a8b47ed/html5/thumbnails/4.jpg)
4
![Page 5: Asiakaskokemuksen ytimessä 27-03-2014](https://reader033.vdocuments.net/reader033/viewer/2022051210/549cb3d6ac7959dd2a8b47ed/html5/thumbnails/5.jpg)
Jussi Lipponen, Twitter 26.3.2014 #lauttasaarenpyörähuolto
![Page 6: Asiakaskokemuksen ytimessä 27-03-2014](https://reader033.vdocuments.net/reader033/viewer/2022051210/549cb3d6ac7959dd2a8b47ed/html5/thumbnails/6.jpg)
(IT’S ALL ABOUT THE RIGHT)"
PEOPLE
![Page 7: Asiakaskokemuksen ytimessä 27-03-2014](https://reader033.vdocuments.net/reader033/viewer/2022051210/549cb3d6ac7959dd2a8b47ed/html5/thumbnails/7.jpg)
“People are your strongest asset and your greatest tool. In fact, being in control of conversion, having someone directly responsible for conversion and incentivizing staff based on conversion are all highly correlated with improved conversion and sales. The truth is that technology can only take you so far. The rest comes down to people.” !
– Mark Patron, CEO RedEye International Ltd.!
![Page 8: Asiakaskokemuksen ytimessä 27-03-2014](https://reader033.vdocuments.net/reader033/viewer/2022051210/549cb3d6ac7959dd2a8b47ed/html5/thumbnails/8.jpg)
(DEFINE YOUR) "
CUSTOMER EXPERIENCE
![Page 9: Asiakaskokemuksen ytimessä 27-03-2014](https://reader033.vdocuments.net/reader033/viewer/2022051210/549cb3d6ac7959dd2a8b47ed/html5/thumbnails/9.jpg)
![Page 10: Asiakaskokemuksen ytimessä 27-03-2014](https://reader033.vdocuments.net/reader033/viewer/2022051210/549cb3d6ac7959dd2a8b47ed/html5/thumbnails/10.jpg)
![Page 11: Asiakaskokemuksen ytimessä 27-03-2014](https://reader033.vdocuments.net/reader033/viewer/2022051210/549cb3d6ac7959dd2a8b47ed/html5/thumbnails/11.jpg)
![Page 12: Asiakaskokemuksen ytimessä 27-03-2014](https://reader033.vdocuments.net/reader033/viewer/2022051210/549cb3d6ac7959dd2a8b47ed/html5/thumbnails/12.jpg)
“For residential customers in European Utility company, the lifetime value of a loyal customer is about twice that of one who would not recommend the service.” ! ! !
! - Mobile Consumer Report: Combat Showrooming with Personalization!
![Page 13: Asiakaskokemuksen ytimessä 27-03-2014](https://reader033.vdocuments.net/reader033/viewer/2022051210/549cb3d6ac7959dd2a8b47ed/html5/thumbnails/13.jpg)
(CHOOSE AND IMPLEMENT) "THE RIGHT TOOLS
![Page 14: Asiakaskokemuksen ytimessä 27-03-2014](https://reader033.vdocuments.net/reader033/viewer/2022051210/549cb3d6ac7959dd2a8b47ed/html5/thumbnails/14.jpg)
![Page 15: Asiakaskokemuksen ytimessä 27-03-2014](https://reader033.vdocuments.net/reader033/viewer/2022051210/549cb3d6ac7959dd2a8b47ed/html5/thumbnails/15.jpg)
![Page 16: Asiakaskokemuksen ytimessä 27-03-2014](https://reader033.vdocuments.net/reader033/viewer/2022051210/549cb3d6ac7959dd2a8b47ed/html5/thumbnails/16.jpg)
DEFINE KPI’s"(AND CONTINOUSLY TRACK PERFORMANCE)
![Page 17: Asiakaskokemuksen ytimessä 27-03-2014](https://reader033.vdocuments.net/reader033/viewer/2022051210/549cb3d6ac7959dd2a8b47ed/html5/thumbnails/17.jpg)
![Page 18: Asiakaskokemuksen ytimessä 27-03-2014](https://reader033.vdocuments.net/reader033/viewer/2022051210/549cb3d6ac7959dd2a8b47ed/html5/thumbnails/18.jpg)
![Page 19: Asiakaskokemuksen ytimessä 27-03-2014](https://reader033.vdocuments.net/reader033/viewer/2022051210/549cb3d6ac7959dd2a8b47ed/html5/thumbnails/19.jpg)
![Page 20: Asiakaskokemuksen ytimessä 27-03-2014](https://reader033.vdocuments.net/reader033/viewer/2022051210/549cb3d6ac7959dd2a8b47ed/html5/thumbnails/20.jpg)
AUTOMATE"(YOUR PRECIOUS TIME IS BETTER SPENT ELSEWHERE)
![Page 21: Asiakaskokemuksen ytimessä 27-03-2014](https://reader033.vdocuments.net/reader033/viewer/2022051210/549cb3d6ac7959dd2a8b47ed/html5/thumbnails/21.jpg)
Example on Marketing Orchestration:Individualized Experiences at Massive Scale!
Use results in your next campaign
![Page 22: Asiakaskokemuksen ytimessä 27-03-2014](https://reader033.vdocuments.net/reader033/viewer/2022051210/549cb3d6ac7959dd2a8b47ed/html5/thumbnails/22.jpg)
THANK YOU