Interview with Janne Ohtonen on Customer Experience Strategies
Think about the most memorable thing you have done this week and what made it so.
It doesn’t take you long to remember that moment, does it?
Think about the most memorable thing you have done this week and what made it so.
It doesn’t take you long to remember that moment, does it?
Maps are great, aren’t they? There are maps on your phone to keep you from getting lost or stuck in traffic, historical maps that look beautiful framed as artwork, and even guidebook maps that show exotic place to visit. Unfortunately, the map your company needs most is one you might not have: a customer experience map.
There are three key principlesin turning mediocre customer experiences into
remarkable ones.
When it comes to defining successfor most technology projects with user rollouts, such as mobile business intelligence (BI), adoption is the key indicator of success. The degree to which users embrace the solution depends on a variety of factors. Some may be highly visible and easily measurable. Others may be less so and may require interpretation. Moreover, additional measurements such as cost reduction or productivity improvements contribute to the overall success criteria.
When we discuss performance in mobile business intelligence (BI), we often talk about two components: response time and availability. I discussed the response time in detail in a previous blog. Today, I want to expand on availability.
Availability is sometimes referred to as “up time,” but it goes beyond that. We need to manage performance with a user focus to make sure our priorities support business execution, not hinder it.
Managing performance of any technical solution is a tricky business and mobile BI is no different. We primarily deal with two elements: What we can manage and what may be out of our control. To use a tennis analogy, we should always focus our energy on the former to make sure we can eliminate unforced errors.
Fan insight is the Holy Grail of fan experience. Sports and entertainment organizations invest a lot of time and resources to better understand who their fans are, what they like and don’t like. Data is a key ingredient for gaining better and deeper fan insight. So it plays a critical role regardless of the sport, event or the size of the organization. Analyzing fan insight is like solving a jigsaw puzzle. Individual pieces (data sources or systems) in “disconnected” states won’t tell the whole story.
Unless you recognize and address the no. 1 enemy head-on, your transformation will result in lukewarm impact and reduce the appetite for more.
Not all the customers treat your business equally; therefore you need to focus on listening to voice of those customers that are the most valuable for your business.
Taylor Swift is likely not your first choice customer experience guru. However, that doesn’t mean she can’t teach you a thing or two.