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Page 1: Frukostseminarium 2011 - User Experience

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Engagement Plan

Brought to you by Liljedal & Ivmark

UX IT’S NOT ALL ABOUT THE USER

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Engagement Plan

Hi! I’m

@andersliljedal

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Hi! I’m Ali

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UXIT’S NOT ALLABOUT THEUSER

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© Creuna 2011

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BUILDING FLUID CUSTOMER EXPERIENCES THEY CAN EMBRACE, INFLUENCE AND RECOMMEND

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AND DEVELOPING PROGRESSIVE AND RESPONSIVEBUSINESS PLANS

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Engagement PlanWHAT ISCX?

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CXIT’S MORE THAN SIMPLY A CUSTOMER’S SINGLE BRAND EXPERIENCE OVER TIME....

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CXIT’S MORE THAN THE SUM OF ALL THEIR EXPERIENCES COMBINED ACROSS A SINGLE BRAND...

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CXIT IS IN FACT THE BASIS FOR BUILDING YOUR BUSINESS IN A MORE RELEVANT, RESPONSIVE AND COMPETITIVE WAY

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EVOLVING THE CUSTOMER EXPERIENCE IS FUNDAMENTAL TO BUSINESS DEVELOPMENT

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ADOPTION ADVOCACY LOYALTYAWARENESS

ENGAGEMENT PLAN

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ENGAGEMENT PLAN

ADOPTION ADVOCACY LOYALTYAWARENESS

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ADOPTION

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ADOPTIONDEVELOP IN A MANNER THAT IS RELEVANT AND ACCESSIBLE

Make it easy and compelling to adopt!

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ADVOCACYINTEGRATE KEY MARKETING OPPORTUNITIES INTO THE PRODUCT

Make it easy to spread the word!

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LOYALTYBUILD IN CUSTOMER INCENTIVES, DEALS AND REWARDS

Give them something to rave about!

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AWARENESSUSE YOUR EXISTINGCUSTOMERS TO RECRUIT NEW ONES

Praise them like you would want praise in return!

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ADOPTION ADVOCACY LOYALTYAWARENESS

BAKE IT IN! SYNCHRONIZE YOUR ACTIVITIES WITH YOUR SERVICES

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ADOPTION ADVOCACY LOYALTYAWARENESS

LISTEN TO YOUR CUSTOMERS, THEY’RE YOUR GREATEST ASSET

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TRACK, MONITOR AND MEASURE ALONG THE WAY...

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TO INCREASE CUSTOMER AND BUSINESS VALUE

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Engagement PlanIT’S ALL GOOD IN THEORY!

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AMAZON

ADOPTION ADVOCACY LOYALTYAWARENESS

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AMAZON / ADOPTION

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AMAZON / ADVOCACY

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AMAZON / LOYALTY

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AMAZON / AWARENESS

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NETFLIX vs BLOCKBUSTER

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NETFLIX

Be everywhere

Recommendations

Has everything

Be nice...

Get people talking

Experience

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DROPBOX vs YOUR CONSCIENCE

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DROPBOX

MagicRecruit

Sharing Listen

Don’t pay for it

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BANK SIMPLE vs CORP BANKING

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BANK SIMPLE

Mobile first

No bank-termsSpread

Look goodReal people,

quick answers

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SUMMARY

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Engagement PlanINVOLVING YOUR CUSTOMER IS ALWAYS SMART, DESIGNING YOUR SERVICES FOR THEM – VITAL

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KEY TAKE-AWAYS

ENGAGE YOUR CUSTOMERS

CHALLENGE THE NORM

BE PREPARED TO LEARN AS YOU GROW