serving the connected customer

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SERVING THE CONNECTED CUSTOMER PAUL TAYLOR INNOVATION COACH BROMFORD

Post on 12-Sep-2014

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It's time to reimagine how we provide services a customer on a variety of screens. Get Social, Embrace Disruption - blog commentary available at http://paulbromford.wordpress.com/

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Page 1: Serving the Connected Customer

SERVINGTHE CONNECTEDCUSTOMERPAUL TAYLOR

INNOVATION COACH BROMFORD

Page 2: Serving the Connected Customer

A TYPICAL PERSON CHECKS THEIR MOBILE 150 TIMES PER DAY. BUT RARELY USES IT TO TALK TO PEOPLE

Page 3: Serving the Connected Customer

@PAULBROMFORD

GET SOCIAL

EMBRACE DISRUPTION

Page 4: Serving the Connected Customer

KEEP REPEATING THIS: ALIGN YOUR STRATEGY AND BUSINESS GOALS IT MAY NEED REVIEWING HAVE A FLEXIBLE VISION KEEP REVISITING IT SECURE BUY-IN FROM EXECUTIVES AND MIDDLE MANAGERS HAVE A CLEAR PROJECT ROADMAP BUT BE PREPARED TO GO OFF-ROAD GIVE PEOPLE GUIDELINES NOT POLICY AGREE RESOURCES AND THE TOOLS FOR THE JOB FAILURE IS OK

KILL THINGS QUICKLY

Page 5: Serving the Connected Customer

27% OF GLOBAL EXECS SAY DIGITAL TRANSFORMATION IS “A MATTER OF SURVIVAL”

Page 6: Serving the Connected Customer

WE NEED TO (STOP) TALK(ING) ABOUT #SOCIALMEDIA

Page 7: Serving the Connected Customer

OUR FUTURE CUSTOMERS ARE PERMANENTLY CONNECTED

THE I-POTTY – FROM SWIPE TO WIPE

Page 8: Serving the Connected Customer

THE MULTIPLICITY OF SCREENS: 25% OF YOUNG ADULTS ARE CONNECTING FROM 4+ DEVICES EACH WEEK

Page 9: Serving the Connected Customer

SHE LOVES SNAPCHAT, VINE, INSTAGRAM, HAIR SALON AND WHATSAPPSHE’S NOT ON TWITTER OR FACEBOOK

Page 10: Serving the Connected Customer

SHE LOVES WORLD OF WARCRAFT , PINTEREST , RUNS A BLOG ON DEMENTIA AND HAS 5,000 TWITTER FOLLOWERS

Page 11: Serving the Connected Customer

THE NEW WORLD: PROJECTS THAT ARE SAFE TO FAIL AND QUICK TO KILL

Page 12: Serving the Connected Customer

@PAULBROMFORD

NOT

SO

#FUTURETECH

Page 13: Serving the Connected Customer

THIS IS ME IN #INDONESIA IN 2O13

#WEARABLETECH

#QUANTIFIEDSELF

Page 14: Serving the Connected Customer

CUSTOMERS WILL ADAPT TO AN ONLINE RELATIONSHIP VERY EASILY – WHATEVER THEY SAY

Page 15: Serving the Connected Customer

DO OUR PEOPLE HAVE THE TOOLS TO DO THE JOB?

Page 16: Serving the Connected Customer

THE VIRTUAL OR EVEN ROBOTIC RELATIONSHIP IS NOT A FANTASY

Page 17: Serving the Connected Customer

WE CAN START USING SOCIABLE ROBOTS TO REDUCE THE NEED FOR HUMANS

Page 18: Serving the Connected Customer

OR CONTINUE GIVING CUSTOMERS “HUMAN BY DEFAULT”

IF WE CAN AFFORD TO

Page 19: Serving the Connected Customer

@PAULBROMFORD

CONNECTED

CUSTOMER

SERVICE

Page 20: Serving the Connected Customer

ALIGN BUSINESS GOALSFLEXIBLE VISIONSECURE BUY-INPROJECT ROADMAPGUIDELINES NOT POLICYTOOLS FOR THE JOBFAILURE IS OK – KILL THINGS QUICKLY

Page 21: Serving the Connected Customer

#WONGA – THE BEST MONEY LENDING SERVICE IN THE UK (SAY 90% OF THEIR CUSTOMERS)

Page 22: Serving the Connected Customer

AMAZON #INNOVATION

COMPARING YOUR CUSTOMER ONLINE EXPERIENCE TO THE BEST

Page 23: Serving the Connected Customer

MAKE EVERY DUMB TOUCHPOINT SMART

Page 24: Serving the Connected Customer

90% OF ALL INTERNET TRAFFIC IN 2017 WILL BE VIDEO #DEATHOFTHECALLCENTRE?

Page 25: Serving the Connected Customer

DIGITAL GIVES US AN OPPORTUNITY TO MAKE DIFFICULT LIVES EASIER AND BRING THE DISCONNECTED TOGETHER

Page 26: Serving the Connected Customer

IT’S SIX MINUTES TO MIDNIGHT ON THE DIGITAL DOOMSDAY CLOCK

START SERVINGTHE CONNECTEDCUSTOMER

THANKS

PLEASE CONNECT ONLINKEDINGOOGLE+TWITTER

PAUL TAYLOR

INNOVATION COACH BROMFORD