FROM CIRCULATION TO CUSTOMER EXPERIENCE: A NEW MODEL FOR A NEW PARADIGM - Mark Josephson - Bitly

From Circulation to Customer Experience

Mark Josephson, CEO, Bitly@markjosephson

A New Paradigm

Consumer-centric

The Trends

Fragmentation

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Customer

Business

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Customer

Business

@markjosephson

We are in the age ofMe, not We.

@markjosephson

Cust

omer

Businessblogsnapcha

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sms

instagram

twitter

email

video

apple

facebook

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JULIE HANSEN, President and COO at Business Insider.

"There's just this kind of growing frustration.

There are so many platforms with so many people, yet they're not

reflected in the numbers."

@markjosephson

Customer Experience is KING.

cus tom er ex pe ri ence

GARTNER

Customer’s perceptions and related feelings caused by the one-off and cumulative effectof interactions with a supplier’s employee’s, channels, or products.

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@markjosephson

http://travelwithgrant.boardingarea.com/

@markjosephson

http://media-cdn.tripadvisor.com

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United delivers flight delays to customers with Bitlinks

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Bitly’s Link to CX

The Bitlink drives the user directly to flight details

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#winning snapchat

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#winning voice

#winning sms

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Anatomy of Good CX

Platform-distributed

Anticipate customer needs

Match Content to Channels

Leverage Behavioral Data

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Your Action Plan

@markjosephson

@markjosephson

Your Action Plan1

Own your customer data.

Create a Frictionless, Multichannel Experience.

@markjosephson

Your Action Plan2

Sell more Stuff.

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Your Action Plan3

@markjosephson

thank you.@markjosephson