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Total Customer Experience starts Online:Kimb Jones (Barnsley NHS) explains why social media tools can improve the customer journey, but the experience doesn’t end with Marketing.
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Total Customer Experience Starts OnlineKimb Jones
Barnsley Hospital http://barnsleyhospital.nhs.uk@mkjones @barnshospitalonline: #wddo
me
Michael Kimb Jones
Digital Guru* @ Barnsley Hospital*not my official title
what I do
Michael Kimb Jones
web designer since 1998 | worked in NHS since 2001
“I make things that go on the internet”
….and
Michael Kimb Jones*deep breath*
….strategy, project management, trainer,idea cultivator, speaker, blogger,
tweeter and snooker fan….
title
fixing a damaged online strategy
or..
total customer experience starts
online
so..
‘the project’
or..
‘what happened’
12 month media communications
& web overhaul...
...starting with a new website...
...ending in a more robust and flexible digital foundation...
what was done
step oneconstruct a multi-discipline team get digital management and development
out of IT and into corporate
step twospread responsibility of producing digital content to everyone in the organisation
step threeengage on-the-ground to ease fears and
grow understanding about digital
step fourutilise and experiment with flexible
available tools like open-source frameworks and apps
step fiveforce the issue of social media & blogging
can be daunting but the benefits are worth it
soafter 12 months what has changed?
lotsbut its still not enough.....
…what next?
..questions..