Más contenido relacionado Similar a Lost in translation - What happened to customer care online? (14) Más de Creuna Sverige (20) Lost in translation - What happened to customer care online?25. For heaven
sake it’s just
facebook!
4 %1 %
18 %
51 %
26 %
© Creuna
Source: Using social netwoks to log in to apps and websites. Data from Gigya 29 october 2013
29. Support cost
$20 x 62.000
= $1.240.000
Clipart from shutterstock. Don’t we just love these pictures
30. A chain is not stronger than
it's weakest link
© Creuna
31. “Trust is hard to earn and
easily lost; that is why we
are customer centric”
— Jeff Bezos
© Creuna
36. Don’t get lost people!
© 2012 CONFIDENTIAL & PROPRIETARY
20 NOV 2012
37. Don’t get lost people!
Do your homework (or it can cost you lots of Dollars and trust)
© 2012 CONFIDENTIAL & PROPRIETARY
20 NOV 2012
38. Don’t get lost people!
Do your homework (or it can cost you lots of Dollars and trust)
Know your pain points
© 2012 CONFIDENTIAL & PROPRIETARY
20 NOV 2012
39. Don’t get lost people!
Do your homework (or it can cost you lots of Dollars and trust)
Know your pain points
Design/iD + Front End should sit and work together as a team
© 2012 CONFIDENTIAL & PROPRIETARY
20 NOV 2012
40. Don’t get lost people!
Do your homework (or it can cost you lots of Dollars and trust)
Know your pain points
Design/iD + Front End should sit and work together as a team
Method acting (be your customer)
© 2012 CONFIDENTIAL & PROPRIETARY
20 NOV 2012
41. Don’t get lost people!
Do your homework (or it can cost you lots of Dollars and trust)
Know your pain points
Design/iD + Front End should sit and work together as a team
Method acting (be your customer)
Don’t forget to have fun
© 2012 CONFIDENTIAL & PROPRIETARY
20 NOV 2012
42. Don’t get lost people!
Do your homework (or it can cost you lots of Dollars and trust)
Know your pain points
Design/iD + Front End should sit and work together as a team
Method acting (be your customer)
Don’t forget to have fun
The devil is in the details
© 2012 CONFIDENTIAL & PROPRIETARY
20 NOV 2012