who cares about drupal cares about... · how to create a great customer experience performance...
TRANSCRIPT
Who cares about Drupal?
How to win hearts and minds of businesses
DrupalCon Dublin 27.9.2016
sustainable websites
Imre Gmelig Meijling
LimoenGroen Sustainable websites Online strategy // Digital marketing
@imregmelig
Dutch Drupal Association Lead DrupalJam 2013-2016
sustainable websites
http://www.magic4walls.com/wallpaper/tag/giant-apple-pie
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
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
Loyalty leaders grow 2.6 times faster than competitor average*
* Source: Bain & Company
http://adsoftheworld.com/media/print/dominos_pizza_street
✓ 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
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
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
http://www.altimetergroup.com/2014/11/how-good-is-your-social-business-governance/
http://www.presentationgo.com/presentation/twisted-banners-aida-powerpoint-diagram/
http://www.crownpeak.com/images/digital-touchpoints.png
Load Shoot Unload Develop Enlarge Print Store Share
35mm
if we map the user’s journey...
http://www.slideshare.net/Dries/state-ofdrupaljune2014
Load Shoot Unload Store Share
35mm instamatic 1985
each advance removes steps…
Develop
http://www.slideshare.net/Dries/state-ofdrupaljune2014
Load Shoot Store Share
polaroid 1970
reduces effort…
http://www.slideshare.net/Dries/state-ofdrupaljune2014
Shoot Storeshare
iphone 2005
http://www.slideshare.net/Dries/state-ofdrupaljune2014
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
core configure write deploythememodules
with drupal 8, we MADE THE ASSEMBLED web even more powerful
http://www.slideshare.net/Dries/state-ofdrupaljune2014
“disintermediation” !
(a big word for cutting out the middleman)
http://www.slideshare.net/Dries/state-ofdrupaljune2014
https://www.youtube.com/watch?v=502ILHjX9EE
https://readyfundgo.com/entrepreneurs-mvp-crowdfunding-technology/
We are radically and uncomfortably transparent.
Source: Hubspot Code Culture v7
Photo: Mel EvansAP Photo/Mel Evans
Proper product development is perfectly okay.
Consider you may need more to stay relevant and win the hearts and minds of businesses.
#1 Expand to Service DesignCombine 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
#2 Build on trust, not (just) contractsFocus on the team, not the terms. Contracts are good. So is trust.
http://pexels.com
#3 Ensure a Definition of Succes Make sure you have a DoS, aligned with digital maturity.
http://9gag.com
#4 Show, don't tellShow 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/
#5 Live through projects as you live your lifeIt's people's work. Express your values. Have everyone understand the bigger picture and work it together.
Go out there and talk to people!
https://upload.wikimedia.org/wikipedia/commons/3/3a/Guinness_7686a.jpg
@imregmeligLove to hear your insights :-)
#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
www.limoengroen.nl | +31 20 - 737 1880 | [email protected]
https://events.drupal.org/dublin2016/sessions/who-cares-about-drupal
sustainable websites