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© 2002. All rights reserved. ClientXClient Inc.Get Customer Worthy@ Amazon.com
The Big 3‘Customer Experience’ Traps
CxC Matrix Encompasses All Customer Contacts
© 2002. All rights reserved. ClientXClient Inc.Get Customer Worthy@ Amazon.com
Trap #1 Customer Experience Unfundable
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© 2002. All rights reserved. ClientXClient Inc.Get Customer Worthy@ Amazon.com
Customer Experience Trap #2:“We already do that.”
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© 2002. All rights reserved. ClientXClient Inc.Get Customer Worthy@ Amazon.com
Big Customer Experience Trap # 3
CRM & Customer Service
Direct Marketing & Sales
Web & Interactive Strategy
Merchandising, Sales
Social Media
Silos defineexperience
e-commerce
© 2002. All rights reserved. ClientXClient Inc.Get Customer Worthy@ Amazon.com
The Customer Experience Trap:Customer ServiceCustomer Experience = CRM, VOC, Surveys, Customer Satisfaction
© 2002. All rights reserved. ClientXClient Inc.Get Customer Worthy@ Amazon.com
The Customer Experience Trap: Marketing DepartmentCustomer Experience = Branding, targeting, personalization, engagement, sentiment analysis , Campaign Management, segmentation, multi-channel marketing
© 2002. All rights reserved. ClientXClient Inc.Get Customer Worthy@ Amazon.com
The Customer Experience Trap: Web & DigitalCustomer Experience = User experience design, social networking, ecommerce, search, affiliates, mobile, interactive, apps
© 2002. All rights reserved. ClientXClient Inc.Get Customer Worthy@ Amazon.com
The Customer Experience Trap: Operations
Customer Experience = business process management, (efficiencies), automation, Self service, personalized POS, self service, configurations
© 2002. All rights reserved. ClientXClient Inc.Get Customer Worthy@ Amazon.com
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