from circulation to customer experience: a new model for a new paradigm - mark josephson - bitly
TRANSCRIPT
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From Circulation to Customer Experience
Mark Josephson, CEO, Bitly@markjosephson
A New Paradigm
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Consumer-centric
The Trends
Fragmentation
@markjosephson
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Customer
Business
@markjosephson
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Customer
Business
@markjosephson
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We are in the age ofMe, not We.
@markjosephson
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Cust
omer
Businessblogsnapcha
t
sms
video
apple
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JULIE HANSEN, President and COO at Business Insider.
"There's just this kind of growing frustration.
There are so many platforms with so many people, yet they're not
reflected in the numbers."
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@markjosephson
Customer Experience is KING.
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cus tom er ex pe ri ence
GARTNER
Customer’s perceptions and related feelings caused by the one-off and cumulative effectof interactions with a supplier’s employee’s, channels, or products.
noun
@markjosephson
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http://travelwithgrant.boardingarea.com/
@markjosephson
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http://media-cdn.tripadvisor.com
@markjosephson
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United delivers flight delays to customers with Bitlinks
@markjosephson
Bitly’s Link to CX
The Bitlink drives the user directly to flight details
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@markjosephson
#winning snapchat
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@markjosephson
advertisement
#winning voice
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#winning sms
@markjosephson
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Anatomy of Good CX
Platform-distributed
Anticipate customer needs
Match Content to Channels
Leverage Behavioral Data
@markjosephson
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Your Action Plan
@markjosephson
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@markjosephson
Your Action Plan1
Own your customer data.
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Create a Frictionless, Multichannel Experience.
@markjosephson
Your Action Plan2
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Sell more Stuff.
@markjosephson
Your Action Plan3
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@markjosephson
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thank you.@markjosephson