User Experience - it's not all about the user
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Seminar at Creuna together with my colleague Ali Ivmark. We talk about how user experience has evolved during the last couple of years and how it now needs to be a part of your strategy and a differentiation towards your competition.
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User Experience - it's not all about the user
- 2. Engagement Plan UX IT’S NOT ALL ABOUT THE USER Brought to you by Liljedal & Ivmark
- 3. H i! I’m Engagement @anders lilje dal Plan
- 4. Hi! Engagement I’m Ali Plan
- 5. UX Engagement IT’S NOT ALL Plan ABOUT THE USER
- 6. BUILDING FLUID CUSTOMER Engagement EXPERIENCES THEY CAN EMBRACE, Plan INFLUENCE AND RECOMMEND © Creuna 2011 6
- 7. AND DEVELOPING Engagement PROGRESSIVE AND RESPONSIVE Plan BUSINESS PLANS © Creuna 2011 7
- 10. CX Engagement IT’S MORE THAN SIMPLY A CUSTOMER’S SINGLE Plan EXPERIENCE BRAND OVER TIME....
- 11. CX Engagement IT’S MORE THAN THE SUM OF ALL THEIR Plan EXPERIENCES COMBINED ACROSS A SINGLE BRAND...
- 12. CX Engagement IT IS IN FACT THE BASIS FOR BUILDING YOUR Plan IN A MORE BUSINESS RELEVANT, RESPONSIVE AND COMPETITIVE WAY
- 13. Engagement Plan
- 14. EVOLVING THE CUSTOMER Engagement EXPERIENCE IS Plan FUNDAMENTAL TO BUSINESS DEVELOPMENT
- 15. ENGAGEMENT PLAN Engagement Plan AWARENESS ADOPTION ADVOCACY LOYALTY © Creuna 2011 15
- 16. ENGAGEMENT PLAN Engagement Plan AWARENESS ADOPTION ADVOCACY LOYALTY © Creuna 2011 16
- 17. Engagement ADOPTION Plan © Creuna 2011 17
- 18. M ak e easy a it compe nd lling ADOPTION to a d o pt! DEVELOP IN A Engagement MANNER THAT IS Plan RELEVANT AND ACCESSIBLE © Creuna 2011 18
- 19. M ak e easy t it spread o the ADVOCACY word! INTEGRATE KEY Engagement MARKETING Plan OPPORTUNITIES INTO THE PRODUCT © Creuna 2011 19
- 20. Give them somet hing to rav LOYALTY about e ! BUILD IN CUSTOMER Engagement INCENTIVES, DEALS Plan AND REWARDS © Creuna 2011 20
- 21. Praise them y o u w lik e want pould AWARENESS r in retu aise rn! USE YOUR EXISTING Engagement CUSTOMERS TO Plan NEW ONES RECRUIT © Creuna 2011 21
- 22. BAKE IT IN! SYNCHRONIZE YOUR ACTIVITIES WITH YOUR SERVICES Engagement Plan AWARENESS ADOPTION ADVOCACY LOYALTY © Creuna 2011 22
- 23. LISTEN TO YOUR CUSTOMERS, THEY’RE YOUR GREATEST ASSET Engagement Plan AWARENESS ADOPTION ADVOCACY LOYALTY © Creuna 2011 23
- 24. TRACK, MONITOR Engagement AND MEASURE Plan THE WAY... ALONG © Creuna 2011 24
- 25. TO INCREASE Engagement CUSTOMER AND Plan BUSINESS VALUE © Creuna 2011 25
- 26. Engagement IN IT’S ALL GOOD Plan THEORY!
- 27. AMAZON Engagement Plan AWARENESS ADOPTION ADVOCACY LOYALTY © Creuna 2011 27
- 33. NETFLIX Engagement Get people talking Be everywhere Has everything Plan AWARENESS ADOPTION ADVOCACY LOYALTY Recommendations Experience Be nice... © Creuna 2011 33
- 34. DROPBOX vs YOUR CONSCIENCE Engagement Plan
- 35. DROPBOX Engagement Don’t pay for it Magic Recruit Plan AWARENESS ADOPTION ADVOCACY LOYALTY Sharing Listen © Creuna 2011 35
- 36. BANK SIMPLE vs CORP BANKING Engagement Plan
- 37. BANK SIMPLE Engagement Spread No bank-terms Plan AWARENESS ADOPTION ADVOCACY LOYALTY Real people, Mobile first Look good quick answers © Creuna 2011 37
- 38. SUMMARY Engagement Plan AWARENESS ADOPTION ADVOCACY LOYALTY © Creuna 2011 38
- 39. Engagement INVOLVING YOUR CUSTOMER IS ALWAYS SMART, DESIGNING Plan YOUR SERVICES FOR THEM – VITAL
- 40. KEY TAKE-AWAYS Engagement ENGAGE YOUR CUSTOMERS Plan CHALLENGE THE NORM BE PREPARED TO LEARN AS YOU GROW