Post on 15-Apr-2017
ANTWERPEINDHOVEN
DEVELOP ENCHANTING CUSTOMER EXPERIENCES
REINVENT SALES,MARKETING AND SERVICE CONCEPTS
TRANSFORMORGANISA-TIONALSTRUCTURES
ACHIEVESALES RESULTS
THAT A SINGLE CUSTOMER SERVICE AGENT WOULD BE ABLE TO MEMORIZE EVERY MANUAL RELATED TO YOUR PRODUCT, ALL FAQ EVER ANSWERED AND TRANSLATE THEM INTO 40 LANGUAGES SIMULTANEOUSLY TO RESPOND TO ENQUIRIES VIA CHAT?
CHANGES IN CUSTOMER EXPECTATIONS
CHANGES IN THE COMPETITIVELANDSCAPE
OPPORTUNITYTO REINVENTSALES, MARKETINGAND CUSTOMERSERVICE CHANGES IN
THE WAYOF WORK
CHANGES IN TECHNOLOGYENABLING
EMPOWERED OLIVER THE EMPOWERED CUSTOMER
HUMAN SOMET IMES
ROBOTKEY CHARACTERISTICS • ATTENTION SPAN CHALLENGED • EXPECTING 24/7 INFORMATION AND ACCESS • EXPECTING ENCHANTMENT AT EVERY INTERACTION
IMPACT ON THE SELLING PROCES • DRIVES CONTINUOUS IMPROVEMENT • CAN MAKE OR BREAK REPUTATIONS WITH A TWEET
OPPORTUNITIES UP FOR GRABS • OUTSOURCE MOST THE SELLING PROCESS TO THE
CUSTOMER • OUTSOURCE MARKETING TO THE CUSTOMER • OUTSOURCE PRODUCT IMPROVEMENT TO THE
CUSTOMER • OUTSOURCE CUSTOMER SERVICE TO THE CUSTOMER
LOVES YOUR COMPANY BECAUSE:• YOU KNOW WHAT HE WANTS • YOU REMEMBER WHAT HE LIKES • YOU LISTEN TO WHAT HE SAYS • YOU CREATE AWESOME INTERACTIONS
DISRUPTIVE MICHAEL YOUR COMPETITOR FROM OUTER INDUSTRY
HUMAN BUT OFTEN
ROBOTIC ENABLEDKEY CHARACTERISTICS
• FASTER THAN YOU (AT LEAST FOR THE MOMENT) • LEVERAGING ON TECHNOLOGY • NO RESPECT FOR INDUSTRY BOUNDARIES
IMPACT ON THE SELLING PROCES • DRIVER FOR CUSTOMER CENTRICITY • DRIVER FOR EFFICIENCY • DRIVER FOR CREATIVITY
OPPORTUNITIES UP FOR GRABS • ENLARGED PLAYING FIELD • GREAT EXCUSE TO EXPERIMENT WITH MARKETING
TECHNOLOGY LOVES YOUR COMPANY BECAUSE:• OF YOUR CUSTOMER BASE
AGILE JOHNNY THE NEW MARKETING AND SALES D IRECTOR HUMAN
KEY CHARACTERISTICS • NO RESPECT FOR THE STATUS QUO • UNDERSTANDING TECHNOLOGY • UNDERSTANDIG THE POWER OF DATA • LEVERAGING ON THE POWER OF AUTHENTICITY
IMPACT ON SELLING PROCES • CONSTANTLY IMPROVING THE CUSTOMER JOURNEY • CONSTANTLY TWEEKING THE VALUE DELIVERY
PROCESS • CONSTANTLY IMPROVING PROCESS EFFICIENCY
OPPORTUNITIES UP FOR GRABS • INTRODUCE THE AGILE MINDSET • BUILDING AUTHENTIC EXPERIENCE BRANDS • OUTSMART DISRUPTORS
LOVES YOUR COMPANY BECAUSE:• YOU WELCOME NEW THINKING • YOU REMOVE BARRIERS TO GET THINGS
DONE • YOU REWARD CREATIVITY AND RESULTS • YOU LOVE YOUR CUSTOMERS
FREDDIE BOT INCREAS INGLY HUMAN
KEY CHARACTERISTICS • LOVES TO HELP • REQUIRES FEEDBACK TO GROW • LOVES TO PLAY HUMAN • GREAT MEMORY FOR CUSTOMER PREFERENCES
IMPACT ON SELLING PROCES • SPEEDS-UP RESPONSE TIMES • SPEEDS-UP VALUE DELIVERY
OPPORTUNITY UP FOR GRABS • FREES UP HUMAN CAPACITY FOR CUSTOMER
ENGAGEMENT • REDUCES COST TO SERVE • CREATES COMPETITIVE ADVANTAGE
LOVES YOUR COMPANY BECAUSE:• YOU WORK WITH CLEARY STRUCTURED PROCESSES
• PROVIDE HUMAN COLLEAGUES FOR TRAINING
• GIVE AMBITIOUS BOTS A CHANCE
FORGET ABOUT THE SALES MARKETING DIVIDE.
THE END OF THE HIERARCHICAL ORGANISATION USE THE POWER OF THE INSIDE/OUTSIDE NETWORK.
USE OFTECHNOLOGY
CREATE AUTHENTICCUSTOMEREXPERIENCES
EXCEL AT VALUEDELIVERY
START OVER EVERY 3 MONTHS
ATTRACT AND DEVELOP HUMAN AND ROBOTIC CAPITAL