Published on August 14, 2007
Aligning customer expectations to business outcomes Dirk Shaw , Customer Experience Design and Strategy
Customers are demanding a more personalized experience ?
They want you to: recognize who they are, engage with them and anticipate their needs.
*78% of them in the U.S. connect via broadband. *pew internet research
They create 1.4 blogs every second of every day
The total time they spent watching YouTube videos since it started last year is 9,305 years !
They are adopting new technology at record speeds
Oh… By the way they are also increasingly multi channel and device..
So what does this mean to Your company?
It means you have to connect with your customers in new ways…
And create a continuous experience across touch points Mobile RSS Email Web Kiosk Call Center Search engine IPTV Print Digital Signage In store TV
Throughout the entire Customer Lifecycle
But at the same time meeting your own business objectives.
New customer acquisition
Better serving existing customers
Growing and retaining existing customers
Experience Design and Planning can help meet these new demands .
Continue the dialog @ dirkshaw.blogspot.com
Aligning customer expectations to business outcomes Dirk Shaw, Customer Experience Design and Strategy
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