National conference 2011 karl o'leary - microsoft (26.05.11)
Published on: Mar 3, 2016
Transcripts - National conference 2011 karl o'leary - microsoft (26.05.11)
SHAPING THE FUTURE
Today’s CustomersPre-purchase Purchase Ongoing contact• Use multi - devices to shop and research • Anytime, anywhere, multichannel, store, online, • Sales, promotions, newsletters• Get input from friends on social networks social networks, mobile, games • Delivery, assembly/operation, warranties,• Read reviews, ratings, experiences • Flexibility: buy online, pick up in store, delivery service• Compare prices, search • Personalized experience, contextual • Business to community, write reviews, contribute ideas
360 Customer ViewMultichannel, insight-driven, personalized Targeted, integrated, measured Multi Point Access Multi System e.g. POS, online, personas, avatars Attitudes, affinity, spend, behavior
Connected customer Maximizing current experience assets Service excellence Customer Asset Tight inventory control Centricity ProductivityProduct availability Visibility into costs, margins, and expensesChanging customer demand Multichannel Engagement Increased traffic and global reach Connected channels for multiple options Strong online presence
My Customer’s How do they find us? Do I have the right informationWhat do they find online about at the right time? my company and I? Am I measuring activity orDo we make it easy for them to progress? buy? Who/why do I lose? How do weDo we use better technology at differentiate? home than at work? Do we leverage the power of How can I orchestrate partnership? others to compete?