27.03.2014. Pidin puheenvuoron asiakaskokemuksesta Okimo Clinic:in järjestämässä aamiaistilaisuudessa (http://www.media-koulutus.com/2014/03/startup-aamiainen-okimo-clinicilla.html). Teemoja ja kuvia liittyen asiakaskokemukseen. Pictures and themes related to customer experience.

1. 27.03.2014!
Anders Lindh!
!
Asiakaskokemuksen ytimessä!

2. ASIAKASKOKEMUKSEN YTIMESSÄ
top-5 vinkkiä siitä, miten mittaat, seuraat ja myyt
tehokkaasti monikanavamaailmassa!

3. 3
*) Source: Manning, Harley. Customer Experience Outlook For 2011. Allen, James. Closing the Delivery
Gap: How to achieve true customer-led growth.!
!
but
less
than
%
have
a
clear
customer
strategy…
50

4. 4

5. Jussi Lipponen, Twitter 26.3.2014#lauttasaarenpyörähuolto

6. (IT’S ALL ABOUT THE RIGHT)"
PEOPLE

7. “People are your strongest asset and your greatest tool.
In fact, being in control of conversion, having someone
directly responsible for conversion and incentivizing staff
based on conversion are all highly correlated with
improved conversion and sales. The truth is that
technology can only take you so far. The rest comes
down to people.” !
– Mark Patron, CEO RedEye International Ltd.!

8. (DEFINE YOUR) "
CUSTOMER EXPERIENCE

12. “For residential customers in European Utility
company, the lifetime value of a loyal customer is
about twice that of one who would not recommend
the service.” ! ! !
!
- Mobile Consumer Report: Combat Showrooming with Personalization!

13. (CHOOSE AND IMPLEMENT) "
THE RIGHT TOOLS

16. DEFINE KPI’s"
(AND CONTINOUSLY TRACK PERFORMANCE)

20. AUTOMATE"
(YOUR PRECIOUS TIME IS BETTER SPENT ELSEWHERE)

21. Example on Marketing Orchestration:
Individualized Experiences at Massive Scale!
Use
results in
your next
campaign

22. THANK YOU