Successfully reported this slideshow.
We use your LinkedIn profile and activity data to personalize ads and to show you more relevant ads. You can change your ad preferences anytime.
1
DESIGNING SATISFYING
MOBILE CUSTOMER EXPERIENCE
Supplements Rewarding Customer Experience Section, Chapter 12
Mobile Mar...
2
MOBILE NOW ACCOUNTS FOR 60% OF ALL DIGITAL TIME
September 2014 To Accompany Internet Marketing, 3rd ed. Mary Lou Roberts...
3
AND APP USE ACCOUNTS FOR MAJORITY
September 2014 To Accompany Internet Marketing, 3rd ed.
http://techcrunch.com/2014/08/...
4
ECOMMERCE CONTINUES TO GROW –
MCOMMERCE CONTINUES TO TAKE LARGER SHARE
September 2014 To Accompany Internet Marketing, 3...
5
THINK ABOUT YOUR LAST ‘SIGNIFICANT‘ PURCHASE.
WHAT ROLE (OR ROLES) DID MOBILE PLAY
IN YOUR PURCHASE PROCESS?
September 2...
6
September 2014 To Accompany Internet Marketing, 3rd ed.
Impact Of Mobile
On the Customer Journey
Is Much Greater
Than Sa...
7
September 2014 To Accompany Internet Marketing, 3rd ed.
http://www.nielsen.com/us/en/insights/news/2013/a-mobile-shopper...
8
MOBILE MORE THAN SMARTPHONES AND TABLETS
September 2014 To Accompany Internet Marketing, 3rd ed.
http://www.businessinsi...
9
IN RESPONSE, FACEBOOK OFFERING
MULTI-DEVICE TRACKING FOR ITS ADS
September 2014 To Accompany Internet Marketing, 3rd ed....
10
FORRESTER ASKS:
“WHY CUSTOMER EXPERIENCE, WHY NOW”
January 2014 To Accompany Internet Marketing, 3rd ed. Mary Lou Rober...
11
ANSWERS:
“CUSTOMER EXPERIENCE DRIVES GREATER LOYALTY”
September 2014 To Accompany Internet Marketing, 3rd ed.
And We Kn...
12
CUSTOMER EXPERIENCE – CX –
IS NOT A SINGLE EVENT.
IT IS THE SUM OF ALL OF CUSTOMER INTERACTIONS
AND THE RESULTING PERCE...
13
THE QUALITY OF THE MOBILE EXPERIENCE
IS CRITICAL
January 2014 To Accompany Internet Marketing, 3rd ed.
14
“MOBILE EXPERIENCE IS CUSTOMER EXPERIENCE”
September 2014 To Accompany Internet Marketing, 3rd ed.
https://econsultancy...
15
CX DIRECTLY IMPACTS SALES AS WELL AS LOYALTY
September 2014 To Accompany Internet Marketing, 3rd ed.
http://www.cmocoun...
16
TEMKIN MODEL PROVIDES CX STRATEGY GUIDANCE
• A Customer Experience Is Composed Of
• EMOTIONAL Components That Affect Ho...
17
• Physical Presence and Appearance
• Disney Transfers “Magic” of Theme Park to Web
• San Diego Zoo Features Animal Star...
18
MOBIL EXPERIENCE PRINCIPLE 1
Everything Said About Customer Experience
In Other Contexts (e.g. Website, Retail Customer...
19
HAVE YOU HAD EITHER A VERY GOOD
OR A VERY BAD
EXPERIENCE IN A COMMERCIAL MOBILE CONTEXT
(NOT A PERSONAL COMMUNICATIONS ...
20
EXPERIENCE CAN OCCUR IN ANY CUSTOMER TOUCHPOINT/CHANNEL-
USUALLY IN A COMBINATION OF CHANNELS-BOTH ON AND OFF LINE
Sept...
21
September 2014 To Accompany Internet Marketing, 3rd ed.
There Are Many Possible Channels Depending On
Customer Needs
Ha...
22
STAGES OF
CUSTOMER JOURNEY
BOTH ON AND
OFFLINE
September 2014 To Accompany Internet Marketing, 3rd ed. Mary Lou Roberts...
24
SOCIAL AND MOBILE ARE INTERRELATED,
ESPECIALLY FOR MILLENNIALS
September 2014 To Accompany Internet Marketing, 3rd ed.
...
25
MOBILE EXPERIENCE PRINCIPLE 2
All Channels Must Work Together
Or Customers Will Be Lost
September 2014 To Accompany Int...
26BANKING EXAMPLE WITH VARIOUS CHANNELS
AS INITIAL POINT OF ENTRY
September 2014 To Accompany Internet Marketing, 3rd ed.
...
27
MOBILE SO UBIQUITOUS IT AFFECTS MANY CHANNELS
September 2014 To Accompany Internet Marketing, 3rd ed. Mary Lou Roberts ...
28
MOBIL EXPERIENCE PRINCIPLE 3
Creating Satisfactory Customer Experience
Is Even More Difficult In The Mobile Space
Must ...
29
FORRESTER CALLS IT A “MOBILE MOMENT”
A MOBILE MOMENT
Is A Point in Time and Space
When Someone Pulls Out a Mobile Devic...
30
MOBILE DRIVERS OF BEHAVIOR
• Immediacy
• As Soon As The Customer Accesses The Mobile Device
• Simplicity
• Easy To Get ...
31
EXAMPLES
September 2014 To Accompany Internet Marketing, 3rd ed.
The Future of Mobile eBusintss
Forrester Research, 201...
32
CONTEXT IS LAYERED, COMPLEX
CUSTOMER DATA HELPS TO UNDERSTAND
September 2014 To Accompany Internet Marketing, 3rd ed.
h...
33
PLOTTING A MOBILE MOMENT @ STARBUCKS
September 2014 To Accompany Internet Marketing, 3rd ed.
http://solutions.forrester...
34
DESIGNING EXPERIENCE FOR SCREEN-AGNOSTIC KIDS
September 2014 To Accompany Internet Marketing, 3rd ed.
“NICKELODEON LAUN...
35
September 2014 To Accompany Internet Marketing, 3rd ed.
The App
You Have To
Experience It
For Yourself!
The Site
Mary L...
37
MAPPING THE CUSTOMER EXPERIENCE IS NECESSARY
A TEMPLATE FROM SERVICES MARKETING
September 2014 To Accompany Internet Ma...
38ACTUAL CX MAP (RAIL EUROPE)
OFTEN VERY COMPLEX
September 2014 To Accompany Internet Marketing, 3rd ed. Mary Lou Roberts ...
39
IDENTIFYING CUSTOMER TOUCHPOINTS
September 2014 To Accompany Internet Marketing, 3rd ed. http://www.servicedesigntools....
40
DIFFERENT TECHNIQUES
ALL FOCUS ON STAGES IN CUSTOMER JOURNEY
September 2014 To Accompany Internet Marketing, 3rd ed.
ht...
41
TOOLS LIKE MAPPING
ARE IMPORTANT
BUT
GOOD CX
IS PEOPLE-INTENSIVE
September 2014 To Accompany Internet Marketing, 3rd ed...
42
THINKING ABOUT YOUR GOOD OR BAD EXPERIENCE
DO YOU THINK IT WAS A
TECHNICAL SYSTEMS FAILURE OR
A FAILURE OF HUMAN SERVIC...
43
MOBILE WILL CONTINUE TO GROW IN IMPORTANCE
September 2014 To Accompany Internet Marketing, 3rd ed. Mary Lou Roberts and...
44
MORE PEOPLE ARE USING MOBILE MORE
September 2014 To Accompany Internet Marketing, 3rd ed.
http://www.businessinsider.co...
45
AND THE FINANCIAL IMPACT CONTINUES TO GROW
September 2014 To Accompany Internet Marketing, 3rd ed.
http://www.business2...
46
MOBILE REVENUE HAS SEVERAL COMPONENTS
September 2014 To Accompany Internet Marketing, 3rd ed.
http://www.slideshare.net...
47
WHAT COMES AFTER SMARTPHONES AND TABLETS?
September 2014 To Accompany Internet Marketing, 3rd ed.
http://www.businessin...
48
WHAT WOULD YOU SAY
IF YOU HAD BEEN ABLE TO SEND THE FIRST TWEET
FROM THE APPLE WATCH?
September 2014 To Accompany Inter...
49
January 2014 To Accompany Internet Marketing, 3rd ed.
http://www.businessinsider.com/future-of-mobile-slides-2014-3?op=...
50
COMPANIES THAT WIN IN THIS ENVIRONMENT
WILL DELIVER SEAMLESS, SATISFYING CX
September 2014 To Accompany Internet Market...
51
WHAT BEST PRACTICES SUPPORT SATISFYING CX?
September 2014 To Accompany Internet Marketing, 3rd ed.
http://www.cmocounci...
52
DELIVERING SEAMLESS, SATISFYING CX IS
COMPLEX (THE CUSTOMER JOURNEY)
TIME-CONSUMING (USING DATA TO UNDERSTAND)
PEOPLE-I...
53
ACHIEVING MOBILE MATURITY
September 2014 To Accompany Internet Marketing, 3rd ed. Mary Lou Roberts and Debra Zahay
54
FEW COMPANIES SEE THEMSELVES AHEAD OF COMPETITORS
September 2014 To Accompany Internet Marketing, 3rd ed. Mary Lou Robe...
55
DATA INDICATES MOST BUSINESSES IN EARLY STAGES
September 2014 To Accompany Internet Marketing, 3rd ed.
Mobile Maturity ...
56
IF MOBILE IS A KEY TO LOYALTY & SALES
AND
ACHIEVING SATISFACTORY MOBILE CX IS
COMPLEX, TIME CONSUMING
January 2014 To A...
57
SHOULDN’T IT BE A
MAJOR BUSINESS FOCUS?
January 2014 To Accompany Internet Marketing, 3rd ed. Mary Lou Roberts and Debr...
Upcoming SlideShare
Loading in …5
×
Upcoming SlideShare
Chapter 1 Integrating Internet Marketing into the Marketing Communications Mix
Next
Download to read offline and view in fullscreen.

1

Share

Download to read offline

Orig designing mobile experience

Download to read offline

Creating good mobile customer experiece

Related Books

Free with a 30 day trial from Scribd

See all

Related Audiobooks

Free with a 30 day trial from Scribd

See all

Orig designing mobile experience

  1. 1. 1 DESIGNING SATISFYING MOBILE CUSTOMER EXPERIENCE Supplements Rewarding Customer Experience Section, Chapter 12 Mobile Marketing Section, Chapter 16 Mary Lou Roberts, Debra Zahay Revised November 2014 Mary Lou Roberts and Debra ZahaySeptember 2014 To Accompany Internet Marketing, 3rd ed.
  2. 2. 2 MOBILE NOW ACCOUNTS FOR 60% OF ALL DIGITAL TIME September 2014 To Accompany Internet Marketing, 3rd ed. Mary Lou Roberts and Debra Zahay
  3. 3. 3 AND APP USE ACCOUNTS FOR MAJORITY September 2014 To Accompany Internet Marketing, 3rd ed. http://techcrunch.com/2014/08/21/majority-of-digital-media-consumption-now-takes-place-in-mobile-apps/ Mary Lou Roberts and Debra Zahay
  4. 4. 4 ECOMMERCE CONTINUES TO GROW – MCOMMERCE CONTINUES TO TAKE LARGER SHARE September 2014 To Accompany Internet Marketing, 3rd ed. http://www.emarketer.com/Article/Total-US-Retail-Sales-Top-3645-Trillion-2013-Outpace-GDP-Growth/1010756 Mary Lou Roberts and Debra Zahay
  5. 5. 5 THINK ABOUT YOUR LAST ‘SIGNIFICANT‘ PURCHASE. WHAT ROLE (OR ROLES) DID MOBILE PLAY IN YOUR PURCHASE PROCESS? September 2014 To Accompany Internet Marketing, 3rd ed. Mary Lou Roberts and Debra Zahay
  6. 6. 6 September 2014 To Accompany Internet Marketing, 3rd ed. Impact Of Mobile On the Customer Journey Is Much Greater Than Sales Alone Mary Lou Roberts and Debra Zahay
  7. 7. 7 September 2014 To Accompany Internet Marketing, 3rd ed. http://www.nielsen.com/us/en/insights/news/2013/a-mobile-shoppers-journey--from-the-couch-to-the-store--and-back.htmlS
  8. 8. 8 MOBILE MORE THAN SMARTPHONES AND TABLETS September 2014 To Accompany Internet Marketing, 3rd ed. http://www.businessinsider.com/future-of-mobile-slides-2014-3?op=1 Mary Lou Roberts and Debra Zahay
  9. 9. 9 IN RESPONSE, FACEBOOK OFFERING MULTI-DEVICE TRACKING FOR ITS ADS September 2014 To Accompany Internet Marketing, 3rd ed. https://www.facebook.com/business/news/cross-device-measurement Mary Lou Roberts and Debra Zahay
  10. 10. 10 FORRESTER ASKS: “WHY CUSTOMER EXPERIENCE, WHY NOW” January 2014 To Accompany Internet Marketing, 3rd ed. Mary Lou Roberts and Debra Zahay
  11. 11. 11 ANSWERS: “CUSTOMER EXPERIENCE DRIVES GREATER LOYALTY” September 2014 To Accompany Internet Marketing, 3rd ed. And We Know From CRM That Loyalty Drives Sales FORRESTER PERSPECTIVE: The Business Impact Of Customer Experience Mary Lou Roberts and Debra Zahay
  12. 12. 12 CUSTOMER EXPERIENCE – CX – IS NOT A SINGLE EVENT. IT IS THE SUM OF ALL OF CUSTOMER INTERACTIONS AND THE RESULTING PERCEPTIONS OF THE BRAND. January 2014 To Accompany Internet Marketing, 3rd ed. Mary Lou Roberts and Debra Zahay
  13. 13. 13 THE QUALITY OF THE MOBILE EXPERIENCE IS CRITICAL January 2014 To Accompany Internet Marketing, 3rd ed.
  14. 14. 14 “MOBILE EXPERIENCE IS CUSTOMER EXPERIENCE” September 2014 To Accompany Internet Marketing, 3rd ed. https://econsultancy.com/reports/quarterly-digital-intelligence-briefing-2014-digital-trends Mary Lou Roberts and Debra Zahay
  15. 15. 15 CX DIRECTLY IMPACTS SALES AS WELL AS LOYALTY September 2014 To Accompany Internet Marketing, 3rd ed. http://www.cmocouncil.org/webcast.php?id=31 Mary Lou Roberts and Debra Zahay
  16. 16. 16 TEMKIN MODEL PROVIDES CX STRATEGY GUIDANCE • A Customer Experience Is Composed Of • EMOTIONAL Components That Affect How People Feel About the Brand • FUNTIONAL Components That Ensure That All Aspects of the Experience Perform Correctly • ACCESSIBLE Components That Make It Easy for Customers To Do What They Want To Do September 2014 To Accompany Internet Marketing, 3rd ed. http://uxmag.com/articles/the-total-experience Mary Lou Roberts and Debra Zahay
  17. 17. 17 • Physical Presence and Appearance • Disney Transfers “Magic” of Theme Park to Web • San Diego Zoo Features Animal Stars, Some on Webcams • Cognition • Both Use Multiple Tools – Videos, Blogs & More - To Provide Content • Emotion or Attitude • Disney Characters and Zoo Animals Play Prominent Roles • Connectedness • In Both Cases the Visitor Experience is Portrayed and Enhanced (Online Tickets, for example) September 2014 To Accompany Internet Marketing, 3rd ed. Internet Marketing, p. 336 TEXT DISCUSSES CUSTOMER EXPERIENCE DIMENSIONS ON WEBSITE Mary Lou Roberts and Debra Zahay
  18. 18. 18 MOBIL EXPERIENCE PRINCIPLE 1 Everything Said About Customer Experience In Other Contexts (e.g. Website, Retail Customer Service) Applies to the Mobile Customer Experience September 2014 To Accompany Internet Marketing, 3rd ed. Mary Lou Roberts and Debra Zahay
  19. 19. 19 HAVE YOU HAD EITHER A VERY GOOD OR A VERY BAD EXPERIENCE IN A COMMERCIAL MOBILE CONTEXT (NOT A PERSONAL COMMUNICATIONS CONTEXT)? September 2014 To Accompany Internet Marketing, 3rd ed. Mary Lou Roberts and Debra Zahay
  20. 20. 20 EXPERIENCE CAN OCCUR IN ANY CUSTOMER TOUCHPOINT/CHANNEL- USUALLY IN A COMBINATION OF CHANNELS-BOTH ON AND OFF LINE September 2014 To Accompany Internet Marketing, 3rd ed.
  21. 21. 21 September 2014 To Accompany Internet Marketing, 3rd ed. There Are Many Possible Channels Depending On Customer Needs Habitual Customer Behaviors Nature of Product/Service Brand Characteristics and More Mary Lou Roberts and Debra Zahay
  22. 22. 22 STAGES OF CUSTOMER JOURNEY BOTH ON AND OFFLINE September 2014 To Accompany Internet Marketing, 3rd ed. Mary Lou Roberts and Debra Zahay
  23. 23. 24 SOCIAL AND MOBILE ARE INTERRELATED, ESPECIALLY FOR MILLENNIALS September 2014 To Accompany Internet Marketing, 3rd ed. https://blogs.oracle.com/thecxjourney/entry/simple_tips_to_design_a Mary Lou Roberts and Debra Zahay
  24. 24. 25 MOBILE EXPERIENCE PRINCIPLE 2 All Channels Must Work Together Or Customers Will Be Lost September 2014 To Accompany Internet Marketing, 3rd ed. Mary Lou Roberts and Debra Zahay
  25. 25. 26BANKING EXAMPLE WITH VARIOUS CHANNELS AS INITIAL POINT OF ENTRY September 2014 To Accompany Internet Marketing, 3rd ed. http://www.mckinsey.com/insights/marketing_sale s/digitizing_the_consumer_decision_journey Mary Lou Roberts and Debra Zahay
  26. 26. 27 MOBILE SO UBIQUITOUS IT AFFECTS MANY CHANNELS September 2014 To Accompany Internet Marketing, 3rd ed. Mary Lou Roberts and Debra Zahay http://www.slideshare.net/tkawaja/lumas-2014-mma-summit-keynote Some Marketers Argue That Mobile is a STRATEGY
  27. 27. 28 MOBIL EXPERIENCE PRINCIPLE 3 Creating Satisfactory Customer Experience Is Even More Difficult In The Mobile Space Must Be Delivered: At Appropriate Moment In Appropriate Context (e.g. Shopping, Searching for a Restaurant) On Customer’s Choice of Device September 2014 To Accompany Internet Marketing, 3rd ed. Internet Marketing See Table 16.1, p. 443 Mary Lou Roberts and Debra Zahay
  28. 28. 29 FORRESTER CALLS IT A “MOBILE MOMENT” A MOBILE MOMENT Is A Point in Time and Space When Someone Pulls Out a Mobile Device To Get What He or She Wants Immediately, In Context September 2014 To Accompany Internet Marketing, 3rd ed. http://solutions.forrester.com/mobile/landing-61Q6-3212NK.html Mary Lou Roberts and Debra Zahay
  29. 29. 30 MOBILE DRIVERS OF BEHAVIOR • Immediacy • As Soon As The Customer Accesses The Mobile Device • Simplicity • Easy To Get Whatever The Customer Wants • e.g., Information, Access To A Service, Purchase A Product • Context • The Customer’s Location, Attitudes, Past Behaviors September 2014 To Accompany Internet Marketing, 3rd ed. Mary Lou Roberts and Debra Zahay
  30. 30. 31 EXAMPLES September 2014 To Accompany Internet Marketing, 3rd ed. The Future of Mobile eBusintss Forrester Research, 2012 Mary Lou Roberts and Debra Zahay
  31. 31. 32 CONTEXT IS LAYERED, COMPLEX CUSTOMER DATA HELPS TO UNDERSTAND September 2014 To Accompany Internet Marketing, 3rd ed. http://www.smashingmagazine.com/2012/07/12/elements-mobile-user-experience/ Mary Lou Roberts and Debra Zahay
  32. 32. 33 PLOTTING A MOBILE MOMENT @ STARBUCKS September 2014 To Accompany Internet Marketing, 3rd ed. http://solutions.forrester.com/mymobilemoment Mary Lou Roberts and Debra Zahay
  33. 33. 34 DESIGNING EXPERIENCE FOR SCREEN-AGNOSTIC KIDS September 2014 To Accompany Internet Marketing, 3rd ed. “NICKELODEON LAUNCHES NEW NICK.COM WITH UNIQUE HORIZONTAL LAYOUT, EDGE-TO-EDGE DESIGN, TV EVERYWHERE AND SLATE OF ORIGINAL, DIGITAL-ONLY SERIES Nick.com’s New Design Inspired by Net’s Successful Mobile Nick App” Slate of Original Digital-Only Series on Nick.com with Debut of Animated Welcome to the Wayne Extensive Use of “Do Not Touch” Button http://www.nickandmore.com/2014/07/31/new-nick-com-website-design-launches/ Mary Lou Roberts and Debra Zahay
  34. 34. 35 September 2014 To Accompany Internet Marketing, 3rd ed. The App You Have To Experience It For Yourself! The Site Mary Lou Roberts and Debra Zahay
  35. 35. 37 MAPPING THE CUSTOMER EXPERIENCE IS NECESSARY A TEMPLATE FROM SERVICES MARKETING September 2014 To Accompany Internet Marketing, 3rd ed. http://servicedesign.wikispaces.com/Service+Blueprint Mary Lou Roberts and Debra Zahay
  36. 36. 38ACTUAL CX MAP (RAIL EUROPE) OFTEN VERY COMPLEX September 2014 To Accompany Internet Marketing, 3rd ed. Mary Lou Roberts and Debra Zahay
  37. 37. 39 IDENTIFYING CUSTOMER TOUCHPOINTS September 2014 To Accompany Internet Marketing, 3rd ed. http://www.servicedesigntools.org/tools/8Mary Lou Roberts and Debra Zahay
  38. 38. 40 DIFFERENT TECHNIQUES ALL FOCUS ON STAGES IN CUSTOMER JOURNEY September 2014 To Accompany Internet Marketing, 3rd ed. http://www.touchpointdashboard.com/2011/12/cooking-up-a-winning-customer-journey-map-part-ii-the-recipe/ Mary Lou Roberts and Debra Zahay
  39. 39. 41 TOOLS LIKE MAPPING ARE IMPORTANT BUT GOOD CX IS PEOPLE-INTENSIVE September 2014 To Accompany Internet Marketing, 3rd ed. www.customerexperiences.co.nz Mary Lou Roberts and Debra Zahay
  40. 40. 42 THINKING ABOUT YOUR GOOD OR BAD EXPERIENCE DO YOU THINK IT WAS A TECHNICAL SYSTEMS FAILURE OR A FAILURE OF HUMAN SERVICE DELIVERY? WHAT DEPARTMENT IN THE BUSINESS SHOULD BE TASKED WITH FIXING THE PROBLEM? September 2014 To Accompany Internet Marketing, 3rd ed. Mary Lou Roberts and Debra Zahay
  41. 41. 43 MOBILE WILL CONTINUE TO GROW IN IMPORTANCE September 2014 To Accompany Internet Marketing, 3rd ed. Mary Lou Roberts and Debra Zahay
  42. 42. 44 MORE PEOPLE ARE USING MOBILE MORE September 2014 To Accompany Internet Marketing, 3rd ed. http://www.businessinsider.com/future-of-mobile-slides-2014-3?op=1 Mary Lou Roberts and Debra Zahay
  43. 43. 45 AND THE FINANCIAL IMPACT CONTINUES TO GROW September 2014 To Accompany Internet Marketing, 3rd ed. http://www.business2community.com/mobile-apps/uncovered-future-mobile-marketing-0844995#!bE81zV Mary Lou Roberts and Debra Zahay
  44. 44. 46 MOBILE REVENUE HAS SEVERAL COMPONENTS September 2014 To Accompany Internet Marketing, 3rd ed. http://www.slideshare.net/JrmePerani/digi-capital-mobileinternetinvestmentreviewq22014summary Mary Lou Roberts and Debra Zahay
  45. 45. 47 WHAT COMES AFTER SMARTPHONES AND TABLETS? September 2014 To Accompany Internet Marketing, 3rd ed. http://www.businessinsider.com/future-of-mobile-slides-2014-3?op=1 Mary Lou Roberts and Debra Zahay
  46. 46. 48 WHAT WOULD YOU SAY IF YOU HAD BEEN ABLE TO SEND THE FIRST TWEET FROM THE APPLE WATCH? September 2014 To Accompany Internet Marketing, 3rd ed. Mary Lou Roberts and Debra Zahay
  47. 47. 49 January 2014 To Accompany Internet Marketing, 3rd ed. http://www.businessinsider.com/future-of-mobile-slides-2014-3?op=1 Mary Lou Roberts and Debra Zahay
  48. 48. 50 COMPANIES THAT WIN IN THIS ENVIRONMENT WILL DELIVER SEAMLESS, SATISFYING CX September 2014 To Accompany Internet Marketing, 3rd ed. http://www.cisco.com/cisco/web/UK/solutions/executive/pdf/Connected_Mobile_Experience_POV_Paper_EN.pdf Mary Lou Roberts and Debra Zahay
  49. 49. 51 WHAT BEST PRACTICES SUPPORT SATISFYING CX? September 2014 To Accompany Internet Marketing, 3rd ed. http://www.cmocouncil.org/current_program_details.php?pid=122 Mary Lou Roberts and Debra Zahay
  50. 50. 52 DELIVERING SEAMLESS, SATISFYING CX IS COMPLEX (THE CUSTOMER JOURNEY) TIME-CONSUMING (USING DATA TO UNDERSTAND) PEOPLE-INTENSIVE (PEOPLE DELIVER SERVICE) September 2014 To Accompany Internet Marketing, 3rd ed. Mary Lou Roberts and Debra Zahay
  51. 51. 53 ACHIEVING MOBILE MATURITY September 2014 To Accompany Internet Marketing, 3rd ed. Mary Lou Roberts and Debra Zahay
  52. 52. 54 FEW COMPANIES SEE THEMSELVES AHEAD OF COMPETITORS September 2014 To Accompany Internet Marketing, 3rd ed. Mary Lou Roberts and Debra Zahay
  53. 53. 55 DATA INDICATES MOST BUSINESSES IN EARLY STAGES September 2014 To Accompany Internet Marketing, 3rd ed. Mobile Maturity Benchmark Report Urban Airship Mary Lou Roberts and Debra Zahay
  54. 54. 56 IF MOBILE IS A KEY TO LOYALTY & SALES AND ACHIEVING SATISFACTORY MOBILE CX IS COMPLEX, TIME CONSUMING January 2014 To Accompany Internet Marketing, 3rd ed. Mary Lou Roberts and Debra Zahay
  55. 55. 57 SHOULDN’T IT BE A MAJOR BUSINESS FOCUS? January 2014 To Accompany Internet Marketing, 3rd ed. Mary Lou Roberts and Debra Zahay
  • YuriMoiseyev

    Jul. 8, 2019

Creating good mobile customer experiece

Views

Total views

509

On Slideshare

0

From embeds

0

Number of embeds

3

Actions

Downloads

4

Shares

0

Comments

0

Likes

1

×