On my time
Enterprise through to SME businesses are quickly (though sometimes slowly) coming to grips with the idea that customers are in the drivers seat. Building a complete multi-channel experience strategy, in an environment where your clients’ business is not ready for change, can have a double meaning.
- Customer perspective: I will only interact with the brand, ‘on my time’. I choose the channel, and I choose how deeply I will engage.
- Business perspective: I will only invest ‘on my time’, in channels that I understand, will get reach, and where possible I can avoid any sense of responsibility for an ongoing conversation with the customer.
Many consultants and designers are starting to be faced with the job of helping a client to connect via a variety of touch points and create a true multi-channel experience strategy. It’s a great opportunity – knowing that your design ideas in one channel can be translated far and beyond. You can give your clients confidence in realising their goals and also help customers know that the brand is ready for ‘on my time’.
Through trial and error, tears and laughter, we have discovered a range of ways to help clients start the journey to defining a consistent, manageable and own-able customer experience.
- Observations and finding a backer: How not to sell your experience strategy
- Techniques for changing perception: What my clients said that made me realise we were onto something
- Techniques for bringing people on the journey: Workshopping with lego, costumes, wheelbarrows and a bag of balls!
- Tools to inspire clients to be confident with multi channel responsibility: On my time design idea/s
- The session will involve a practical demonstration that all attendees can participate; I call it ‘pockets full of benefits’ – why, because benefits are the key to taking your client on the journey to realising a complete experience strategy. ‘On my time’ will come to life in this little activity!