Customer Experience

Technology#SXSW

We sent our CEO and Chief Customer Experience Investigator™ Jeannie Walters to South By Southwest Interactive to scout for customer-focused themes within the latest tech trends.

How can we leverage new technology to deliver a great customer experience without going overboard?

Privacy issues

Shifts in social engagement

Increased convenience

Enhanced personalization

“Trendy” innovation

Diversity (or lack of it)

CustomerExperienceInvestigator™

When using new technology for business, consider the emotional impact of:

Is your technology helpful or creepy?

of connected consumers want more transparency

regarding use of the information

they provide.

68%

Do your customers really understand what opting in means?

Accenture

iBeacons, which send location-specific messages to users via a mobile app, are taking retailers by storm.

Would your customers find it helpful, or creepy?

Image by jnxyz via Flickr

This app will send you messages and offers based on your location.

Make sure your customers know what to expect.

Transparency is crucial to success.

“A lack of transparency results in disrupt and a deep sense of insecurity.”-Dalai Lama

Image by Luca Galuzzi via Wikimedia Commons

Don’t abuse your power on social media.

Image by Lauro Roger McAllister - www.lrmck.com

of social consumers want access to well-trained customer service reps

or product experts.

31%

Do your followers find pertinent information about the products they care about?

Accenture

…or tons of ads and brand-obsessed content?

It’s all about adorable me!

Image by angelaathomas via Flickr

“…the human brain doesn't change when you start using the internet [vs] talking to a person. You can either leverage that psychology and make sure that you're connecting with people on their terms…or not.”-Andy Crestodina

Understand why they “like” and “follow” you.

Listen to the full interview onCrackTheCustomerCode.com

Customers want convenience on their terms.

of millennials strongly value a more personalized

experience.

90%

Using data to create seamless experiences is definitely appreciated. But…

Etailing Group

…using that same data to stalk them is definitely creepy.

Image by quinn.anya via Flickr

“I never said, 'I want to be alone.' I only said 'I want to be let alone!' There is all the difference.”-Greta Garbo

Know where the line is...

…it’s critical to maintain relationships.

Public domain image via Wikimedia Commons

Hey, Jake!How about some tuna?

Fresh catch today, Jake!

Hungry, Jake?We have two words:

Tuna. Yum.

Image by dennis via Flickr

Personalization might not be the answer.

Image by dennis via Flickr

of consumers become more likely to buy after seeing

the same targeted admultiple times.

10%

Customers appreciate personalized experiences, but is that what yourcustomers need?

only

Digital Strategy Consulting

Curating the best of your brand could be a better option.

“You can't make positive choices for the rest of your life without an environment that makes those choices easy, natural, and enjoyable.”-Deepak Chopra

Don’t overcomplicate the customer journey for the sake of personalizing it.

Image by Mitchell Aidelbaum via Wikimedia Commons

Distinguish trend-setters from game-changers.

Image by außerirdische sind gesund via Flickr

of consumers in the U.S. have ever scanned a

QR code.

19%

How, if at all, will the new technology actually serve your customer?

only

eMarketer

“We’re so trendy we can’t even escape ourselves.”-Kurt Cobain

Trends will come and go.

Knowing which trends will stay is an art.

Image by Kurdonal8794via Wikimedia Commons

Diversity matters in more ways than you think.

Image by andres musta via Flickr

Highly diverse teams are 13times more likely to be

engaged than lessdiverse teams.

13x

Do your designers and developers represent one homogeneous group?

RoundPegg

Seeing from other perspectives can mean survival.

Image by cheese_colored_mumu via Flickr

“In diversity there is beauty and there is strength.”-Maya Angelou

Build better experiences from the ground up.

Image by unknown artist via Wikimedia Commons

Diversify as early as possible.

The makers are the future.

Image by Recuerdos de Pandora via Flickr

They address the needs of the world.

Public domain image via Wikimedia Commons

“Necessity is the mother of invention.”-Plato

Image by Official U.S. Navy Imagery via Flickr

They’re the ones making better experiences possible.

Are you delivering those better experiences to customers?

of companies consider themselves customer experience leaders. But 58% (you?) hope to be

CX leaders within3 years.When was the last time

you mapped your digital customer experience?

6%only

Temkin Group

of unhappy customers will tell you what’s wrong. 4%

The other 96%? We walk in their shoes to give you the vital feedback they won’t.

only

CXIDigital Experience MappingWe use more than 16 years of expertise to drill down to what matters most to customers, and your future.

®

“We saw numerous results…improvements in how we communicated with our customers at Citrix, improvements to our website and many more.”-Tabitha Dunn, VP of Customer Experience | Concur

Get in touch!Let’s identify and eliminate: Overlooked sources of pain Disconnected navigation Hidden exit points and dead ends Other conversion killers

Call+1-312-676-1315

Emailinfo@360Connext.com

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