Digital  Excellence  in  2016WUA!  HQ  -­‐ Amsterdam12  november 2015

Who?A  minute  about  me  &  WUA!

wuaglobal.com

daan.tames@wua.nl

+31  (0)  628434784

Me?I’m  all  into  Renske,  Rosie  &  Digital

Think  big  &  kick-­‐ass:  Worldwide  market  leader  in  digital  experience  benchmarking.Living  Dreams.

Begin  with  the  end  in  mind.In  this  short  talk,  we  will  introduce  our  brand  new  Digital  Excellence  Program.

What?Our  definition  of  Digital  Excellence

Winners  train,  losers  complain.Digital  Excellence  in  2016

Be,  or  beat…the  best  in  the  digital  arena!• Always  the  best  experience  in  all  digital  journeys  for  all  your  (potential)  customers• 𝑓 𝑝𝑜𝑠𝑖𝑡𝑖𝑣𝑒  𝑒𝑥𝑝𝑒𝑟𝑖𝑒𝑛𝑐𝑒 = ∑ 𝑒𝑥𝑝𝑒𝑟𝑖𝑒𝑛𝑐𝑒𝑑  𝑒𝑥𝑝𝑒𝑟𝑖𝑒𝑛𝑐𝑒 − 𝑒𝑥𝑝𝑒𝑐𝑡𝑒𝑑  𝑒𝑥𝑝𝑒𝑟𝑖𝑒𝑛𝑐𝑒2

345.777

• Overdeliver on  expectations,  always.

Why?The  need  for  digital  excellence  explained  from  3  perspectives.

Inside-­‐out:Sustainable  business• Grow  revenue,  decrease  cost,  maximise profitability  – grow  the  business• Simply  enjoy  work/life

Outside-­‐in:Consumers  are  moving  from  brand  to  convenience  loyal!• 98%  of  consumers start  orientating online  (in  telecom  only 50%  buys)• 52%  more  sales  share  for the best  website  in  a  market  (The  Winner  Takes  All)• 70%  of  consumers want  to solve service  issues  online,  by themselves• 89%  of  customers consider leaving to a  competitor followinga  poor experience

Outside-­‐out:It’s  all  about changing  perspective!• It’s  not only  about  you.• It’s  not only  about  your  customers.• It’s  about  how  (potential)  customers  experience  you  compared  to  your  competitors.

How?Our  killer  approach  explained  in  4  insights  and  solutions.

Change  is  a  constant  challenge!You,  customers,  competitors,  industries,  countries  and  the  world  change  constantly.

#1Customer  needs  &  demands  change  constantly.  Today’s  excellence  is  tomorrow’s  expectation.  • Know  your  (potential)  customers• Continuous  measure  the  customer  experience

#2Your  competitors  keep  improving  as  well.  Improve  faster  than  your  competitors.  • Know  your  competitors• Benchmark  yourself  against  competitors  (in  markets,  countries  &  worldwide)

#3Connect  industry  change  with  internal  development  pace.  Embrace  &  love  change  with  your  team.• Know  your  market  &  industry• Create  a  winning  mentality  within  your  team  &  organisation

#4Begin  with  the  end  in  mind  and  improve  incremental.  Every  marathon  starts  with  a first  step.  • No  single  focus  on  A/B  testing• No  endless  development  roadmaps• No  big-­‐bang  releases

Help!It’s  WUA!’s  mission  to  help  companies  become  and  stay  the  best  in  the  digital  arena.

The  Digital  Excellence  Challenge:  Once  customers  are  in  give  them  no  reason  to  leave.

Attractcustomers

Servicecustomers

Retaincustomers

WUA!  introduces:  Digital  Excellence  Program• Track  customer  experience  continuously• Compare  customer  experience  against  competitors  and  best  of  industry• Gain  insights  (rankings),  focus  (priorities)  and  energy  (actions)• All  acquisition,  service  and  retention  journeys  and  on  all  devices

Digital  Excellence  Program:  What’s  new?• Monthly  tracking• Flexible  setup:  Single  service  task• International  benchmark• Bigger  sample  (n=1.000)

• Measure  retention  capacity• Report  structure  &  design• Interactive  dashboards• Affordable  fee  starting  at  5K

That’s  all  folksLet’s  discuss  further  &  connect  for  a  cup  of  coffee!

wuaglobal.com

daan.tames@wua.nl

+31  (0)  628434784