The document introduces WUA's new Digital Excellence Program. The program aims to help companies continuously track customer experience, benchmark against competitors, and identify priorities and actions to improve customer acquisition, service, and retention across all digital channels and devices. Key features of the new program include monthly experience tracking, international benchmarks, larger sample sizes, measuring retention, improved reporting, and interactive dashboards. The program is intended to help companies stay ahead of constantly changing customer needs, competitors, and industries in the digital arena.

1. Digital
Excellence
in
2016
WUA!
HQ
-­‐ Amsterdam
12
november 2015

2. Who?
A
minute
about
me
&
WUA!
wuaglobal.com
daan.tames@wua.nl
+31
(0)
628434784

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

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

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

6. What?
Our
definition
of
Digital
Excellence

7. Winners
train,
losers
complain.
Digital
Excellence
in
2016

8. Be,
or
beat…
the
best
in
the
digital
arena!
• Always
the
best
experience
in
all
digital
journeys
for
all
your
(potential)
customers
• 𝑓 𝑝𝑜𝑠𝑖𝑡𝑖𝑣𝑒
𝑒 𝑥𝑝𝑒𝑟𝑖𝑒𝑛𝑐𝑒 = ∑ 𝑒𝑥𝑝𝑒𝑟𝑖𝑒𝑛𝑐𝑒𝑑
𝑒 𝑥𝑝𝑒𝑟𝑖𝑒𝑛𝑐𝑒 − 𝑒𝑥𝑝𝑒𝑐𝑡𝑒𝑑
𝑒 𝑥𝑝𝑒𝑟𝑖𝑒𝑛𝑐𝑒2
345.777
• Overdeliver on
expectations,
always.

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

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

11. 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
competitorfollowinga
poor experience

12. 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.

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

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

15. #1
Customer
needs
&
demands
change
constantly.
Today’s
excellence
is
tomorrow’s
expectation.
• Know
your
(potential)
customers
• Continuous
measure
the
customer
experience

16. #2
Your
competitors
keep
improving
as
well.
Improve
faster
than
your
competitors.
• Know
your
competitors
• Benchmark
yourself
against
competitors
(in
markets,
countries
&
worldwide)

17. #3
Connect
industry
change
with
internal
development
pace.
Embrace
&
love
change
with
your
team.
• Know
your
market
&
industry
• Create
a
winning
mentality
within
your
team
&
organisation

18. #4
Begin
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

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

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

21. 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

22. 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

24. That’s
all
folks
Let’s
discuss
further
&
connect
for
a
cup
of
coffee!
wuaglobal.com
daan.tames@wua.nl
+31
(0)
628434784