wua! digital excellence 2016 event: keynote daan tames
TRANSCRIPT
Digital Excellence in 2016WUA! HQ -‐ Amsterdam12 november 2015
Me?I’m all into Renske, Rosie & Digital
Think big & kick-‐ass: Worldwide market leader in digital experience benchmarking.Living Dreams.
Begin with the end in mind.In this short talk, we will introduce our brand new Digital Excellence Program.
What?Our definition of Digital Excellence
Winners train, losers complain.Digital Excellence in 2016
Be, or beat…the best in the digital arena!• Always the best experience in all digital journeys for all your (potential) customers• 𝑓 𝑝𝑜𝑠𝑖𝑡𝑖𝑣𝑒 𝑒𝑥𝑝𝑒𝑟𝑖𝑒𝑛𝑐𝑒 = ∑ 𝑒𝑥𝑝𝑒𝑟𝑖𝑒𝑛𝑐𝑒𝑑 𝑒𝑥𝑝𝑒𝑟𝑖𝑒𝑛𝑐𝑒 − 𝑒𝑥𝑝𝑒𝑐𝑡𝑒𝑑 𝑒𝑥𝑝𝑒𝑟𝑖𝑒𝑛𝑐𝑒2
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• Overdeliver on expectations, always.
Why?The need for digital excellence explained from 3 perspectives.
Inside-‐out:Sustainable business• Grow revenue, decrease cost, maximise profitability – grow the business• Simply enjoy work/life
Outside-‐in:Consumers are moving from brand to convenience loyal!• 98% of consumers start orientating online (in telecom only 50% buys)• 52% more sales share for the best website in a market (The Winner Takes All)• 70% of consumers want to solve service issues online, by themselves• 89% of customers consider leaving to a competitor followinga poor experience
Outside-‐out:It’s all about changing perspective!• It’s not only about you.• It’s not only about your customers.• It’s about how (potential) customers experience you compared to your competitors.
How?Our killer approach explained in 4 insights and solutions.
Change is a constant challenge!You, customers, competitors, industries, countries and the world change constantly.
#1Customer needs & demands change constantly. Today’s excellence is tomorrow’s expectation. • Know your (potential) customers• Continuous measure the customer experience
#2Your competitors keep improving as well. Improve faster than your competitors. • Know your competitors• Benchmark yourself against competitors (in markets, countries & worldwide)
#3Connect industry change with internal development pace. Embrace & love change with your team.• Know your market & industry• Create a winning mentality within your team & organisation
#4Begin with the end in mind and improve incremental. Every marathon starts with a first step. • No single focus on A/B testing• No endless development roadmaps• No big-‐bang releases
Help!It’s WUA!’s mission to help companies become and stay the best in the digital arena.
The Digital Excellence Challenge: Once customers are in give them no reason to leave.
Attractcustomers
Servicecustomers
Retaincustomers
WUA! introduces: Digital Excellence Program• Track customer experience continuously• Compare customer experience against competitors and best of industry• Gain insights (rankings), focus (priorities) and energy (actions)• All acquisition, service and retention journeys and on all devices
Digital Excellence Program: What’s new?• Monthly tracking• Flexible setup: Single service task• International benchmark• Bigger sample (n=1.000)
• Measure retention capacity• Report structure & design• Interactive dashboards• Affordable fee starting at 5K
That’s all folksLet’s discuss further & connect for a cup of coffee!
wuaglobal.com
+31 (0) 628434784