More Related Content Similar to Business in the digital world - University of Stavanger 290914 (20) More from Alain Fassotte (13) Business in the digital world - University of Stavanger 2909141. Business in the digital world
Entrepreneurship and Business Planning
29.09.2014
Alain Fassotte - Director of Sales and Senior Consultant
creuna.no alain.fassotte@creuna.no alainfassotte
+47 920 611 16 AFassotte alainfassotte
3. Agenda
1. Short about Creuna
2. Social media and the digital evolution
3. Customer experience management
4. Mind the communication gap
5. Key takeaways, a case and discussion
© Creuna
8. What we do
© Creuna
strategy
+design
+technology
eCommerce
Company sites
Information Sites & Portals
Brand sites
Intranet
Customer Experience Design
Service Design
Branding and Advertising
Content Management
Online marketing
Campaigns
Mobile
Social Media
SEO/SEM
Analytics & Insights
Content production
10. Why are we in social media?
If you were the only human on
earth. Would you paint a
painting or write a song?
14. It´s all about building
our own identity, also
in the digital world.
15. It´s faster, more effective,
cheaper and has further
reach than the tools we
had before. © Creuna
23. © Creuna
The great potential
Customar
Technology Buisiness
User fokus
- Low focus on the buisiness
needs
Traditional marketing and
branding- Low focus on
customars needs.
Direct customar dialog
- Low focus on efficiency and
innovation
24. It is all about
understanding and
respecting the
power and
expectations the
costumer have to
your company
© Creuna
26. They don´t separate
marketing from the in-store
or online experience.
-it is the experience.
© Creuna
27. In the era of engagement,
marketing is the company.
McKinsey 2011.
© Creuna
32. Remember that your costumer does
not come alone to your store
anymore.
They bring their hole digital
network with them.
34. - A new costumer journey
Search
© Creuna
Attention
Interest
Desire
Ask Compare
Discover Action
Decide
Ambassador
Use
support Share
Trust
find
like
love
Friend Personalize
36. ∞ It´s a continuous customer journey
before
under
Sales communication
after
© Creuna
Creuna
37. Where does the customer
get purchase information
from?
Social media
User Reviews
Online Advertising
Expert Reviews
Word Of Mouth
Official Brand Websites
TV Advertising
54 %
52 %
51 %
46 %
45 %
44 %
40 %
© Creuna Kilde: Nielsen – The role of content Mars 2014
38. 97% of customers goes
through a buying process
without your company
being involved!
Kilde: McKinsey & Company
39. 93% of B2B
purchases start
with a web search
Kilde: McKinsey & Company
40. ∞ It´s a continuous customer journey
before
The total
customer
under
experience
after
© Creuna
Creuna
41. ∞ The total
customer
experience
Sales Marketing
© Creuna
42. ∞ The experience is the brand
The total
customer
experience
Sales Marketing
© Creuna
45. The market leaders?
Product
leader
Operational
excellence
Client
intimate
- middle-of-the-market
products at the best price
with the least inconvenience.
- best product and
inovation, period!
- specialize in satisfying,
unique needs and relationships
47. ∞ The total
customer
experience
Sales Marketing
© Creuna
48. - A new costumer journey
Search
Discover
© Creuna
Ask Compare
Decide
support Share
Ambassad
Use or
Trust
find
like
love
Friend Personalize
49. © Creuna
concept
and design
activities and
channels
evaluate
and measure
implementation
50. analysis ambition strategic CXM implement
© Creuna
concept
and design
activities and
channels
evaluate
and measure
choices
concept and
cxm direction
Doing the right things
Doing things right
52. ∞ On all touch points
before
under
after
© Creuna
Creuna
53. ∞ And your organisation
The total
customer
experience
Sales Marketing
© Creuna
55. +
-
1. Analysis
• Positive associations
• High market share in Norway and
internationally
• High level of innovation
• High volume
• Low preference for the binding
• Low knowledge of the bindings roll
• Low margins
• Many sub-brands
© Creuna
57. 2. Ambition and
strategic choices
• Take back ownership of the
binding
• Clarify the roll of the binding
• Show the Rottefellas quality
© Creuna
”Superior
transmission of
power from man
to ski”
58. 3. Concept and CXM direction
User oriented communication
both digital and traditional
The user in the center
And the roll of the binding
© Creuna
65. Worth remembering
1. Lack of digital strategy is the biggest weakness today
2. Social media is only digitalization of normal human behavior
3. Social media has changed the old fundament of power in the world
4. Customer journey has become more complex
5. Identify all the contact points on the customer journey
6. Give the customer reel value in all contact points
7. Decide what kind of market discipline your business belongs to
8. Make a solid strategy based on insight, ambition and an overall concept
9. Work cross disciplinary and across internal silos
10. Remember that the customer always sees the whole picture
© Creuna
66. Thanks!
Any questions?
creuna.no alain.fassotte@creuna.no alainfassotte
+47 920 611 16 AFassotte alainfassotte