Target and personalize to make every customer experience a relevant one.

1. #monetatesummit
ElaineRubin, President &ChiefProphet,
DigitalProphets Network
Customer
Experience Optimization
Targetandpersonalizetomake everycustomerexperiencea
relevantone

2. Elaine Rubin
President, Digital Prophets Network (DPN)
• Board member, Moosejaw.com, Monetate, Hilco Retail Advisor
• Founder, Shop.org & current Think Tank participant
• Formerly Amazon Services, 1800flowers.com, iVillage

4. search
advertising
social networks
retail
mobile
affiliate
email
magazines / print
TV
PR / buzz
social / WOM
promotions
display
mobile
directories
ecommerce
Call center
tablet
mobile
TV
stores
phone
marketplaces amazon google facebook blogs
product editorial photography
video
blogs
youtube
pinterest
twitter
facebook
instagram
flickr
mobile
advertising
apps
sms
phone
tablet
content
ecommerce
blogs
websites
tablet
marketplace
microsites

5. Industry Catch Up
• Convergence: devices, access to information
• Omni channel convergence: customer experience
through brands, stores, web, mobile, TV
• Data collection, limited analysis, no action
• Retailers & brands are playing catch up with technology
& consumer rapidly changing behavior

6. Insert'Sara’s'customer'touchpoints'slide

7. The Challenge
• Disconnected Customer Experiences
• Our businesses do not match the needs of the customer
• Change - Re engineer how we organize & serve

8. The latest trend (circa 1995)
• Know your customer – understand them
–Revamp/ introduction of Voice of Customer programs
–Customer journey mapping
–Analysis
• Talk their language, be relevant
–Message, offer
–Timing
–Location, Channel

10. Winning @ Customer Experience
• Relevant: It reflects the customer’s circumstances and affinities.
• Valuable: It delivers what the customer wants or needs.
• Authentic: It makes the customer better off (while avoiding trickery).
• Timely: It’s delivered at the right time, not necessarily in real time.

11. The Outlook
• True customer centricity – customer insights & behavior
– Impacting company structure, performance, decisions
• Chief Customer Officer
• Customer Experience Management