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Presentation given at #channelshiftcamp http://www.gossinteractive.com/channelshiftcamp
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#channelshiftcamp
Understanding Your Customers
Dave Witts (Transformation Practitioner) 7th November 2013
Register now
2
www.gossinteractive.com/channel-shift-webinar
Agenda
• Your Channel Shift Challenges
• Agreeing our “Output”
• Understanding Your Customers
• Q & A
Outputs
• Shortcuts on using demographics
• Simple process for creation of personas
• Examples of best practice
• Case studies included
• Engagement vs Segmentation
• Customer engagement for understanding needs
• Creation of personas to focus on needs of
customers
Question Time | Your Channel Shift Challenges
Question Time | Your Channel Shift Challenges
How do you deliver channel shift?
Customer/Insight
How do you deliver channel shift?
How to understand
your customers?
Users aren’t the same
So what is a Persona?
11
Fictional person
So why create them?
12
Personas
Engagement Workshops
Engagement Workshops
Engagement Workshops
How do you deliver channel shift?
Customer Strategy
Customer/Insight
How do you deliver channel shift?
Channel Insight
Customer Strategy
Customer/Insight
How do you deliver channel shift?
Channel / IT Strategy
Channel Insight
Customer Strategy
Customer/Insight
How do you deliver channel shift?
Channel / IT Strategy
Channel Insight
Customer Strategy
Customer/Insight
Channel Improvements
How do you deliver channel shift?
Process Improvements
Channel Improvements
Channel / IT Strategy
Channel Insight
Customer Strategy
Customer/Insight
That’s how you deliver channel shift!
Process Improvements
Channel Improvements
Channel / IT Strategy
Channel Insight
Customer Strategy
Customer/Insight
Register now
24
www.gossinteractive.com/channel-shift-webinar
Q & A
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