Post on 22-Oct-2014
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www.flickr.com/photos/caribb/4694032267
www.flickr.com/photos/caribb/4694032267
Window of opportunity
www.flickr.com/photos/anotherphotograph/4577306695
Cloud of opportunity
www.flickr.com/photos/anotherphotograph/4578155350
Questions
Two
1. Reality or illusion?
www.flickr.com/photos/jliba/4768693879
2. Opportunity or threat?
www.flickr.com/photos/squeakywheel/252715820
Helping SOHO/SMB customers
move to the cloud with Office 365
going to be
Is this
Easy?
Small hint!
A typical customer
www.flickr.com/photos/winemegup/2714977793
3 ideas for today
Find 3 Take Aways
www.flickr.com/photos/jamesjordan/3026672665
Change before you have to 3
The world has changed 1
The cloud is a game-changer 2
15
The past
The present
www.flickr.com/photos/nnova/3950714672
The future
The virtual world
has Changed
The World
“It is not the strongest of the
species that survive, nor the most
intelligent, but the one most adaptable
to change.”
Charles Darwin 12 February 1809 – 19 April 1882
Departure gate
www.flickr.com/photos/presta/4401008231
22 11 April 2011
22
Old way
23
New way
Goal: avoid this
Disruptive 3 Drivers of
Change
#1. Everything is moving to the web
www.flickr.com/photos/netphotography/2563348357
#2. Adoption of SMART phones
www.flickr.com/photos/csaila/3648816968
… and tablet devices
#3. The NOW generation
Opportunity
Change =
Change before you have to 3
The world has changed 1
The cloud is a game-changer 2
The Game
http://cache.daylife.com/imageserve/00hJ6wC4t695x/610x.jpg
The Game
http://www.chess-center.com/images/tournament.jpg
www.flickr.com/photos/dweinberger/896628236
Game-changer
Customers Economy
Online Services
www.flickr.com/photos/winemegup/3641912321
Get it right
www.flickr.com/photos/roome/3390682853
Get it wrong
You probably feel...
www.flickr.com/photos/darkpatator/395215642
…you should feel like this
…or this
Social media is a
game-changer
Change before you have to 3
The world has changed 1
The cloud is a game-changer 2
Self-hypnosis
www.flickr.com/photos/fusionpanda/822788491
our Capacity
Improving
To Change
erently f
dif think
45
A fresh perspective
Search
Find
Qualify
Try
Buy
Activate
Manage
Up-sell
Support
Refer
How do you differentiate
at each point of the customer’s
journey?
Start with the Buyer’s Journey
No.1 barrier to success
www.flickr.com/photos/myklroventine/480909595
Fear of Change
www.flickr.com/photos/nnova/2841741385
“People are not afraid of change. They fear the unknown.”
- Dick Brown, CEO of EDS
Evidence-based Marketing
www.flickr.com/photos/lwr/28246829
Change your thinking
www.flickr.com/photos/oriol_gascon/2172565951
The hard way
AND thinking
www.flickr.com/photos/miikka_skaffari/4632166297
Change their point of view
Child-like thinking
www.flickr.com/photos/toekneesan/3847444842
“I am the world's worst salesman, therefore I must make it easy for customers to buy.”
F. W. Woolworth
April 13, 1852 – April 8, 1919
Office 365 Airlift, London, UK. 12th - 14th April 2011
Customer Experience Map
Phases
WOW
Enjoyable
Functional
Uneventful
Missed it
Never Again
Feelings
“I Love it”
“I like it”
“Works for me”
“OK”
“I Don’t Like it”
“I hate it”
Memory
High
Mid
Low
None
Mid
High
Impact on Loyalty
Share with Many
Share with few
Neutral
Decrease
66% decrease
100% Loss
Why is Customer Experience critical?
Sales
Retention
How do you create a great Customer Experience?
50%
Internal speed of change
www.flickr.com/photos/14degrees/440515255
Key Take Away
www.flickr.com/photos/jamesjordan/3026672665
before you have to change
Change
Capture the Office 365 opportunity
You/Your company
+
www.flickr.com/photos/xrrr/2478140383
+
www.flickr.com/photos/winemegup/3641912321
Get it right
IMDM & PBDM Summit, Bellevue, WA, USA. 28th & 29th March 2011 www.flickr.com/photos/horacio/3781750
IMDM & PBDM Summit, Bellevue, WA, USA. 28th & 29th March 2011 www.flickr.com/photos/horacio/3781750
David R Ednie President & CEO
SalesChannel Europe Ph: +33 676 60 09 25 (FRA) Ph: +61 415 94 51 57 (AUS)
Email: david@saleschannel-europe.com Website: www.saleschannel-europe.com