Shift your perspective - Customer Journeys -

Feb 10, 20152 likes410 views

Shift your perspective - Presentatie over Customer Journey en het toepassen ervan binnen je organisatie. Over wat waarom en hoe van klantreizen en het denken erachter. Gemaakt voor Services Valley Kick-Off door Matthijs Verberkmoes, sr. Online Consultant bij Have A Nice Day

Twitter: @m4tthijs
Customer
Journeys
matthijs verberkmoes
sr. online consultant

Shift your perspective - Customer Journeys -

have a
nice day
ServiceS Valley
Matthijs Verberkmoes
Datum: 29 januari 2015 Pagina 3
Inhoud
Wat? Waarom? Hoe? ROI

have a
nice day
ServiceS Valley
Matthijs Verberkmoes
Datum: 29 januari 2015 Pagina 5
- Geen heilig doel
- Geen strategie
- Geen ‘invuloefening’
- Geen eenmalige actie
Shift your perspective - Wat?
Geen wondermedicijn

have a
nice day
ServiceS Valley
Matthijs Verberkmoes
Datum: 29 januari 2015 Pagina 6
- Analyseren
- Plannen
- Toetsen
- Sturen
…verschuiven van je perspectief
(als organisatie)
Shift your perspective
Instrument dat helpt bij...

have a
nice day
ServiceS Valley
Matthijs Verberkmoes
Datum: 29 januari 2015 Pagina 7
nee…..een evolutie op..
Shift your perspective
Is het iets nieuws?

have a
nice day
ServiceS Valley
Matthijs Verberkmoes
Datum: 29 januari 2015 Pagina 8
Shift your perspective
Hoe ziet een Customer Journey eruit?

have a
nice day
ServiceS Valley
Matthijs Verberkmoes
Datum: 29 januari 2015 Pagina 9
Shift your perspective
Hoe ziet een Customer Journey eruit?

have a
nice day
ServiceS Valley
Matthijs Verberkmoes
Datum: 29 januari 2015 Pagina 11
Shift your perspective
Online ecosysteem
ontwikkelt zich
steeds verder.
De klant heeft
- Meer inzicht
- Meer opties
- Meer macht

have a
nice day
ServiceS Valley
Matthijs Verberkmoes
Datum: 29 januari 2015 Pagina 12
De klant is
- Meetbaar in zijn gedrag
- Bereikbaar via diverse kanalen
- Transparant in zijn behoefte
- Identificeerbaar als individu
…En dit geldt ook voor
de rest van de markt
Shift your perspective
Online ecosysteem
ontwikkelt zich
steeds verder.

have a
nice day
ServiceS Valley
Matthijs Verberkmoes
Datum: 29 januari 2015 Pagina 13
Shift your perspective
Wat gebeurt er onlinE in:
60 seC

have a
nice day
ServiceS Valley
Matthijs Verberkmoes
Datum: 29 januari 2015 Pagina 14

have a
nice day
ServiceS Valley
Matthijs Verberkmoes
Datum: 29 januari 2015 Pagina 15
De praktische werking van de tool,
en hoe bespeel je dit instrument?
Shift your perspective
HOE DOE JE DIT?

have a
nice day
ServiceS Valley
Matthijs Verberkmoes
Datum: 29 januari 2015 Pagina 16
Doelgroep
Doelindividu
Shift your perspective
De elementen - The core Journey
De oplossing
Uniek Aanbod
De Fasen
(Subfasen)
Behoefte Touchpoints /
Kanalen

have a
nice day
ServiceS Valley
Matthijs Verberkmoes
Datum: 29 januari 2015 Pagina 17
Boodschap
Shift your perspective
The core Journey + ‘Touroperators’
Organisatie Systemen

have a
nice day
ServiceS Valley
Matthijs Verberkmoes
Datum: 29 januari 2015 Pagina 18
LEVEL 1
’Game mechanics’
Shift your perspective
HOE? Game MECHANICS

have a
nice day
ServiceS Valley
Matthijs Verberkmoes
Datum: 29 januari 2015 Pagina 19
Waar en wanneer gebruik ik het?
Shift your perspective
HOE? DOEL BEPALEN

have a
nice day
ServiceS Valley
Matthijs Verberkmoes
Datum: 29 januari 2015 Pagina 21

have a
nice day
ServiceS Valley
Matthijs Verberkmoes
Datum: 29 januari 2015 Pagina 22

have a
nice day
ServiceS Valley
Matthijs Verberkmoes
Datum: 29 januari 2015 Pagina 23

have a
nice day
ServiceS Valley
Matthijs Verberkmoes
Datum: 29 januari 2015 Pagina 24

have a
nice day
ServiceS Valley
Matthijs Verberkmoes
Datum: 29 januari 2015 Pagina 25

have a
nice day
ServiceS Valley
Matthijs Verberkmoes
Datum: 29 januari 2015 Pagina 26
Level 2
’Connecting the dots’
Shift your perspective
HOE? connecting the dots

have a
nice day
ServiceS Valley
Matthijs Verberkmoes
Datum: 29 januari 2015 Pagina 27
Shift your perspective
HOE? De reis = de keuzes en de acties
Kwalitatief
Kenners... klanten!
Kwantitatief
De ‘meetbare reis’

have a
nice day
ServiceS Valley
Matthijs Verberkmoes
Datum: 29 januari 2015 Pagina 28
Shift your perspective
HOE? de acties binnen het raamwerk

have a
nice day
ServiceS Valley
Matthijs Verberkmoes
Datum: 29 januari 2015 Pagina 29
Level 3
Shift your perspective
HOE? just do it

have a
nice day
ServiceS Valley
Matthijs Verberkmoes
Datum: 29 januari 2015 Pagina 31

have a
nice day
ServiceS Valley
Matthijs Verberkmoes
Datum: 29 januari 2015 Pagina 32

have a
nice day
ServiceS Valley
Matthijs Verberkmoes
Datum: 29 januari 2015 Pagina 33
- Nieuwe touchpoints
- Nieuwe systemen
Shift your perspective
Niet alleen nu > de future journey

have a
nice day
ServiceS Valley
Matthijs Verberkmoes
Datum: 29 januari 2015 Pagina 34
Shift your perspective
Kortom

have a
nice day
ServiceS Valley
Matthijs Verberkmoes
Datum: 29 januari 2015 Pagina 35
Gaten in de organisatie
Gaten in systemen
Shift your perspective
bijwerkingen

have a
nice day
ServiceS Valley
Matthijs Verberkmoes
Datum: 29 januari 2015 Pagina 36

have a
nice day
ServiceS Valley
Matthijs Verberkmoes
Datum: 29 januari 2015 Pagina 38
Shift your perspective
ROI van een gitaar?

have a
nice day
ServiceS Valley
Matthijs Verberkmoes
Datum: 29 januari 2015 Pagina 39
€ 25,35 ….
vooral mensen die wilde
dat ik stopte met spelen...
Shift your perspective
VOOR MIJ

have a
nice day
ServiceS Valley
Matthijs Verberkmoes
Datum: 29 januari 2015 Pagina 40
Miljoenen….
Shift your perspective
The edge U2

have a
nice day
ServiceS Valley
Matthijs Verberkmoes
Datum: 29 januari 2015 Pagina 41
Verander of word veranderd
Shift your perspective
practice makes perfect

have a
nice day
ServiceS Valley
Matthijs Verberkmoes
Datum: 29 januari 2015 Pagina 42
“Be a loyal customer”
Shift your perspective
Veilig terug‘reis’ straks

DANK VOOR
UW AANDACHT
www.haveanicedayonline.nl

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Shift your perspective - Customer Journeys -

1. Twitter: @m4tthijs Customer Journeys matthijs verberkmoes sr. online consultant

3. have a nice day ServiceS Valley Matthijs Verberkmoes Datum: 29 januari 2015 Pagina 3 Inhoud Wat? Waarom? Hoe? ROI

4. Wat?

5. have a nice day ServiceS Valley Matthijs Verberkmoes Datum: 29 januari 2015 Pagina 5 - Geen heilig doel - Geen strategie - Geen ‘invuloefening’ - Geen eenmalige actie Shift your perspective - Wat? Geen wondermedicijn

6. have a nice day ServiceS Valley Matthijs Verberkmoes Datum: 29 januari 2015 Pagina 6 - Analyseren - Plannen - Toetsen - Sturen …verschuiven van je perspectief (als organisatie) Shift your perspective Instrument dat helpt bij...

7. have a nice day ServiceS Valley Matthijs Verberkmoes Datum: 29 januari 2015 Pagina 7 nee…..een evolutie op.. Shift your perspective Is het iets nieuws?

8. have a nice day ServiceS Valley Matthijs Verberkmoes Datum: 29 januari 2015 Pagina 8 Shift your perspective Hoe ziet een Customer Journey eruit?

9. have a nice day ServiceS Valley Matthijs Verberkmoes Datum: 29 januari 2015 Pagina 9 Shift your perspective Hoe ziet een Customer Journey eruit?

10. Waarom?

11. have a nice day ServiceS Valley Matthijs Verberkmoes Datum: 29 januari 2015 Pagina 11 Shift your perspective Online ecosysteem ontwikkelt zich steeds verder. De klant heeft - Meer inzicht - Meer opties - Meer macht

12. have a nice day ServiceS Valley Matthijs Verberkmoes Datum: 29 januari 2015 Pagina 12 De klant is - Meetbaar in zijn gedrag - Bereikbaar via diverse kanalen - Transparant in zijn behoefte - Identificeerbaar als individu …En dit geldt ook voor de rest van de markt Shift your perspective Online ecosysteem ontwikkelt zich steeds verder.

13. have a nice day ServiceS Valley Matthijs Verberkmoes Datum: 29 januari 2015 Pagina 13 Shift your perspective Wat gebeurt er onlinE in: 60 seC

14. have a nice day ServiceS Valley Matthijs Verberkmoes Datum: 29 januari 2015 Pagina 14

15. have a nice day ServiceS Valley Matthijs Verberkmoes Datum: 29 januari 2015 Pagina 15 De praktische werking van de tool, en hoe bespeel je dit instrument? Shift your perspective HOE DOE JE DIT?

16. have a nice day ServiceS Valley Matthijs Verberkmoes Datum: 29 januari 2015 Pagina 16 Doelgroep Doelindividu Shift your perspective De elementen - The core Journey De oplossing Uniek Aanbod De Fasen (Subfasen) Behoefte Touchpoints / Kanalen

17. have a nice day ServiceS Valley Matthijs Verberkmoes Datum: 29 januari 2015 Pagina 17 Boodschap Shift your perspective The core Journey + ‘Touroperators’ Organisatie Systemen

18. have a nice day ServiceS Valley Matthijs Verberkmoes Datum: 29 januari 2015 Pagina 18 LEVEL 1 ’Game mechanics’ Shift your perspective HOE? Game MECHANICS

19. have a nice day ServiceS Valley Matthijs Verberkmoes Datum: 29 januari 2015 Pagina 19 Waar en wanneer gebruik ik het? Shift your perspective HOE? DOEL BEPALEN

20. CJM MATRIX

21. have a nice day ServiceS Valley Matthijs Verberkmoes Datum: 29 januari 2015 Pagina 21

22. have a nice day ServiceS Valley Matthijs Verberkmoes Datum: 29 januari 2015 Pagina 22

23. have a nice day ServiceS Valley Matthijs Verberkmoes Datum: 29 januari 2015 Pagina 23

24. have a nice day ServiceS Valley Matthijs Verberkmoes Datum: 29 januari 2015 Pagina 24

25. have a nice day ServiceS Valley Matthijs Verberkmoes Datum: 29 januari 2015 Pagina 25

26. have a nice day ServiceS Valley Matthijs Verberkmoes Datum: 29 januari 2015 Pagina 26 Level 2 ’Connecting the dots’ Shift your perspective HOE? connecting the dots

27. have a nice day ServiceS Valley Matthijs Verberkmoes Datum: 29 januari 2015 Pagina 27 Shift your perspective HOE? De reis = de keuzes en de acties Kwalitatief Kenners... klanten! Kwantitatief De ‘meetbare reis’

28. have a nice day ServiceS Valley Matthijs Verberkmoes Datum: 29 januari 2015 Pagina 28 Shift your perspective HOE? de acties binnen het raamwerk

29. have a nice day ServiceS Valley Matthijs Verberkmoes Datum: 29 januari 2015 Pagina 29 Level 3 Shift your perspective HOE? just do it

30. CASE

31. have a nice day ServiceS Valley Matthijs Verberkmoes Datum: 29 januari 2015 Pagina 31

32. have a nice day ServiceS Valley Matthijs Verberkmoes Datum: 29 januari 2015 Pagina 32

33. have a nice day ServiceS Valley Matthijs Verberkmoes Datum: 29 januari 2015 Pagina 33 - Nieuwe touchpoints - Nieuwe systemen Shift your perspective Niet alleen nu > de future journey

34. have a nice day ServiceS Valley Matthijs Verberkmoes Datum: 29 januari 2015 Pagina 34 Shift your perspective Kortom

35. have a nice day ServiceS Valley Matthijs Verberkmoes Datum: 29 januari 2015 Pagina 35 Gaten in de organisatie Gaten in systemen Shift your perspective bijwerkingen

36. have a nice day ServiceS Valley Matthijs Verberkmoes Datum: 29 januari 2015 Pagina 36

37. ROI

38. have a nice day ServiceS Valley Matthijs Verberkmoes Datum: 29 januari 2015 Pagina 38 Shift your perspective ROI van een gitaar?

39. have a nice day ServiceS Valley Matthijs Verberkmoes Datum: 29 januari 2015 Pagina 39 € 25,35 …. vooral mensen die wilde dat ik stopte met spelen... Shift your perspective VOOR MIJ

40. have a nice day ServiceS Valley Matthijs Verberkmoes Datum: 29 januari 2015 Pagina 40 Miljoenen…. Shift your perspective The edge U2

41. have a nice day ServiceS Valley Matthijs Verberkmoes Datum: 29 januari 2015 Pagina 41 Verander of word veranderd Shift your perspective practice makes perfect

42. have a nice day ServiceS Valley Matthijs Verberkmoes Datum: 29 januari 2015 Pagina 42 “Be a loyal customer” Shift your perspective Veilig terug‘reis’ straks

43. DANK VOOR UW AANDACHT www.haveanicedayonline.nl

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Shift your perspective - Customer Journeys -

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