The document discusses enterprise customer experience and the importance of listening to customers, engaging with them across physical and digital worlds, and providing experiences that reflect your company's culture. It emphasizes that customer experience results from how customers perceive their interactions with a company, not just what a company designs. Creating a positive customer experience requires coordination across departments along with social media initiatives, digital communication programs, and social CRM that leads to insights about customers.

1. CUSTOMER
Enterprise Customer Experience
The people, processes and technology required to listen, guide and engage your customers in the digital world…

2. This is Customer Experience
a superset of sensations, emotions and
perceptions felt by your customers
2

3. Sharing of Experiences
happens across the physical world
3

4. and Sharing of Experiences
happens within the digital world
4

5. Engagement at all Ages
help customers to participate with you, feel a
part of your company and culture
5

6. Consider the Landscape
see the world as your customers do, consider
their view and their perspective
6

7. Experience is not a Process
an experience is visceral, a highly individual
response to stimulus (or lack of)
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8. Mirror Image
a customer’s experience with your products or
services is a reflection of your culture
8

9. Enterprise Customer Experience:
The people, internal processes and
technology required to listen, guide
and engage your customers in the
digital world
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10. Rivers of Data
volume and velocity of data is both a blessing
and curse, the value is information and insight
10

11. Listening and Hearing
Filtering
image
filtering and prioritizing are the starting point
table stakes, acting and engaging are next 11

12. Context Transforms Data
data without context, such as time, location,
emotion or customer details lacks value 12

13. The Objective is Insight
through the fog of data, it is that critical piece
of information can make all the difference
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14. Too Much Data
act on what is heard and measured, or do not
waste time listening and reporting
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15. Time is Precious
Insert
Watch
Picture
time needs to be respected, though it feels
infinite, it is a finite commodity
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16. Do I have your Attention?
seven seconds, 140 characters, above the
fold, that is your perspective, what about the
customer, the individual, the person
16

17. Are You Listening,
Or Waiting To Talk?
17

18. Digital Interactions
each is an opportunity to learn and act
18

19. Just out of Reach
that emotional connection with your
customers, it takes real effort to achieve
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20. Systems of Engagement
not sure they exist, that does not mean stop
trying to engage your customers
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21. Expectations
are constantly changing, different with each
customer
21

22. Communications
keep the lines of communication open, make it
easy for your customers to participate 22

23. Where do you Stand
context bridges the gap between trust and
reputation, between you and your customers 23

24. Service Excellence
a harmonious dance among people, process
and technology
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25. Perspective
customer experience is not what you design, it
is what the customer perceives it to be
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26. Collaboration is Required
“customer experience is a team sport”
Kerry Bodine, Forrester 26

27. Brand Participation
some do…and some do not – respect them all
27

28. A Thought about SFA
sales force automation has a place, is
necessary, but it is an inward facing discipline
28

29. at the End of the Day
consider your customer’s needs, their jobs-to-
be done and their values, that is a start
29

30. Charting the Course
To Enterprise Customer Experiences
30

31. Social Media Initiatives Mature
• Beyond Departments
• Beyond ‘Likes’ and ‘Follows’
• Beyond ‘shooting from the hip’
• Beyond Uncoordinated efforts
Towards Digital Programs
31

32. Digital Communication Programs
• With Coordination Across Depts.
• With Defined Success Metrics
• With Emergent Analytics
• With Modest Governance
Teeing up Social CRM
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33. Social CRM:
The Starting Point for Enterprise
Customer Experience
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34. The Value of Social CRM
• Coordinated Customer Facing Programs
• Technical and Business Integration
• Advanced Analytics Leading to Insights
• Personal Interactions and Engagement
Is Social CRM Part of CRM?
34

35. YES!!
35

36. The Evolution of CRM
• Social CRM is Absorbed by CRM
• Front to Back Office Coordination
• Repeatable Process, Governance
• Community, Content, Collaboration
• Universal Access to Information
You are now Ready
36

37. A Completed Enterprise Customer
Experience Vision includes:
• Customer Insights,
• Directed, Personalized Interactions
• Predictive Analytics
• Conversational Communications
• A Collaborative Organization
• Social Business Maturity
• Thriving Communities
• Consistent Content, all Channels
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38. Jump in
are you ready to take the plunge?
38

39. give me a shout
Twitter: @mjayliebs
Phone: (+1) 802 857 5197
Email: mitch.lieberman@dri-global.com
39

40. or, read the
white paper
If you’d like to receive a copy of the white paper, please
just send an email to:
mitch.lieberman@dri-global.com
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41. photo credit
Mitch
Lieberman,
except:
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baDle-­‐of-­‐the-­‐sexes-­‐who-­‐can-­‐keep-­‐a-­‐secret-­‐for-­‐longer/whispering-­‐women/
hDp://www.mamamia.com.au/parenOng/wombtube-­‐overshare-­‐much/
hDp://www.gadarian.com/blogging-­‐for-­‐interacOon/
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