actual promoters

digitalReimagining Business

PwC Digital

actual promoters

16th October 2014

PwC | 2 16 October 2014

Jason Juma-Ross Lead Partner, Digital Intelligence

pwc

Anthropologist, strategist, digital participant since the 1990s. Rubbish dancer. Waterman

Introductions

digitalReimagining Business

PwC | 3 16 October 2014

Intelligent enterprises will be places where customer knowledge is drawn from everywhere, and shared across the entire enterprise, so all stakeholders can act upon it and measure the results

Forrester, 2014 The Age Of The Customer Requires A More Intelligent Enterprise

PwC |

One of the world’s ‘High

Access’ countries

4 16 October 2014

Australia: state of the nation

actual promoters

23m Australians

17m Online

16m Smartphones

14m Social Media

10m Mobile Social

Source: PwC analysis

PwC | 5 16 October 2014

Where we listen is not where customers talk

actual promoters

Four limitations of traditional research

Survey research

Laggy Long lead time to results

Lossy Richness stripped out

Loose Tenuous connection to interactions

Social Media

Web Chat

Call Centre

Limited Restricted sample: ~1% of customer voice

PwC | 6 16 October 2014

The real voice of the customer is loud & clear

actual promoters

e.g. Combine NPS with ‘Actual Promoter’ data to build ‘intelligent enterprise’ capability The days of siloed information, long surveys, and simple scores are over

John Sperry, 2014

Survey research

Social Media

Web Chat

Call Centre

PwC | 7 13 October 2014

Actual Promoter Score Dashboard

PwC | 8 13 October 2014

Actual Promoter Score Dashboard

PwC | 9 13 October 2014

Advocacy Drivers

PwC |

1999

10 16 October 2014

When you think of the Internet, don’t think of Mack trucks full of widgets destined for distributorships,

whizzing by countless billboards.

Think of a table for two. @man

Source: 1999 The Cluetrain Manifesto

PwC | 11 16 October 2014

Thank you!

jason.juma-ross@au.pwc.com @ideasoc