Aligning customer expectations to business outcomes

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Information about Aligning customer expectations to business outcomes

Published on August 14, 2007

Author: dirkshaw

Source: slideshare.net

Description

Aligning customer expectations to business outcomes

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

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