digital kundeservice
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Digital Kundeservice!Morgenmøde 16. april 2013
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We design, build and nurture your digital ecosystem
TECHNOLOGY!
Execute your strategy using technology
STRATEGY !
Redefine your business strategy
AGILE !
Transform your organization
MARKETING!
Innovate your customer touch points
• Content Management
• Customer Engagement
• E-Commerce • Mobile Solutions • Enterprise IT
• Digital Strategy • Customer Insights • Analytics • Social Business
• Application development
• Agile transformation
• Agile coaching • Agile testing
• Concept Development
• Branding & Design • Customer
Experience • Content Creation • Digital Marketing
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Kundeoplevelse er et af de væsentligste konkurrenceparametre !I dagens økonomiske klima!
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”!Dårlig kundeoplevelse er den største årsag til churn. 87% af alle forbrugere går aldrig tilbage til en virksomhed efter en negativ oplevelse.
Kilde: Forrester og www
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Information om dårlige oplevelser og dårlig service spredes hurtigere end nogensinde.!!(og det er meget lettere at finde anbefalinger om gode alternativer…)
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DIGITALE TRENDS, DER BERØRER DIN KUNDESERVICE!
• Mobile first • Omni-channel • Kend dine kunder • Social • Brugeroplevelse • Brugeradoption • Data!
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Læg en strategi for din digitale kundeservice!
Kick-off og Data-afklaring
Stakeholder og risiko- analyse
Overblik & afklaring ! Analyse! Udvikling & anbefalinger! Leverance!
Data- overlevering
Intern analyse
Ekstern analyse
GAP og SWOT
§ Mission § Objectives § Digitale
initiativer
Management Sign-off
Digital strategi og roadmap