Date post: | 18-Jul-2015 |
Category: |
Business |
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USING THE NOLTE&LAUTH
CUSTOMER EXPERIENCE ENGINE
TO BOOST YOUR GLOBAL
CQ5 MULTI-BRAND PLATFORM
DIGITAL BRANDING IN 2003
BROCHURE MEETS INTERNET
SALES EXPERIENCE ONLY AT THE DEALERSHIP
ALL-IN-ONE CQ SOLUTION
AND IF YOU HAD ANY PROBLEMS...
7 YEARS LATER...
A CUSTOMER EXPERIENCE IN CHICAGO...
THE CUSTOMER EXPERIENCE HAS CHANGED
LET‘S GO DIGITAL!
BRAND
WHAT DRIVES THE DIGITAL CUSTOMER EXPERIENCE?
PRODUCT
SALES DIALOG
UNIQUENESS
BRAND
ACCESSIBILITY
PRODUCT
INDIVIDUALITY
SALES DIALOG
HOW DOES THAT WORK ON A GLOBAL BASIS?
BRAND
PRODUCT
SALES DIALOGLOCATION
LANGUAGE
INTERFACE
SUSTAIN
ROLL-OUT
PLATFORM
CUSTOMER EXPERIENCE
PLATFORMOPERATIONS
WHAT DECISIONS COMBINE THE HIGHEST FLEXIBILITY
IN CUSTOMER EXPERIENCE DESIGN WITH EFFICIENT AND EFFECTIVE
PLATFORM OPERATIONS?
CUSTOMER EXPERIENCE
ENGINE
SALES DIALOG
PRODUCT
BRAND
GENERAL MOTORS - MULTI-BRANDING EXPERIENCE
• Over 48 countries, 40 languages, 4 brands in 1 year
• Overall Roll-Out goals: 7 brands, > 500 websites to be integrated
• Based on CQ 5.2 using the Multi-Site-Manager
GM BRANDING STRATEGY
1 set of templates shared
by all brands and markets.
From 75 pages of the
experience design to 16
templates.
Individual brand parameters
and template configuration.
BUICK
VAUXHALL
CHEVROLET MIDDLE EAST
OPEL WORLDWIDE – UNIQUE MARKET CONTENT
Strong market
ACCESS PRODUCT DATA
1 central product data
supply mechanism.
Placeholder framework to
individually design the
customer experience.
Reducing complexity and
boosting the roll-out.
PRODUCT DATA TO ENABLE SHOPPING TOOLS
Overall product data
strategy enables new
shopping tools on a
global scale.
FRANKE GROUP - MULTI-DIVISION EXPERIENCE
• Global relaunch of international and country websites with more than 6 divisions
• One centrally managed product data base
FRANKE – INDIVIDUAL PRODUCT EXPERIENCE
Different products.
Different customers.
One platform.
FRANKE – INDIVIDUAL PRODUCT EXPERIENCE
Frontend design
customized for customer
experience.
One Data supply.
Individual experience.
MERCEDES-BENZ - MULTI-SALES-LEVEL EXPERIENCE
• Maximum brand experience on all sales levels
• More than 1500 websites including all sales levels
MERCEDES-BENZ - BRANDED CUSTOMER EXPERIENCE
Template strategy aligned
with customer touchpoints.
Learning process from 75
templates to 5 and back.
MERCEDES-BENZ - PRODUCT EXPERIENCE
Full CG strategy enabling
the customer experience
worldwide.
MERCEDES-BENZ - SALES EXPERIENCE
Focus on MB-owned
customer experience
before integrating 3rd
Party personalization.
SO, HOW WOULD YOU ANSWER THE FOLLOWING
QUESTIONS?
What is my customer experience strategy for the next 3 years?
What is my content and platform strategy for the next 3 years?
Who will form those two strategies into one?
If you are struggling to answer these questions, we suggest to...
... HIRE THE A-TEAM ... OR ...
... STEP BACK TO SEE THE BIG PICTURE. THANK YOU.
NOLTE&LAUTH
DigitalDigital first - Focus on
customer experience
design.
BusinessDigital consulting
experts following a top
management approach.
DevelopmentGetting things done -
Known as catalyst in
complex projects.
PartnerAt eye level.
Reliable.
Independent.
WWW.NOLTE-LAUTH.COM | FRANKFURT | BERLIN | STUTTGART | WORK WHERE IT SUITS YOURSELF
NOLTE&LAUTH
DIGITAL EXPERIENCE
DIGITAL CONSULTING
DIGITAL SERVICES
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WWW.NOLTE-LAUTH.COM | FRANKFURT | BERLIN | STUTTGART | WORK WHERE IT SUITS YOURSELF TM