Workshop PDF - MyWeb at Loras

How to Thrive: The
Customer Experience
Workshop
Loras College Business Analytics Symposium
Vizability LLC
March 16, 2016
•  Intro –
20 min
•  Break Into Groups –
Agenda
•  Break-out –
45 min
•  Customer | Growth
•  Customer | Operations
•  Growth | Operations
•  Read Out –
30 min
•  Big Ten T-shirts
•  Your Business
•  Wrap –
© 2016 Vizability LLC. All rights reserved. Do not replicate, copy or distribute.
10 min
5 min
Vizability Ecosystem
© 2016 Vizability LLC. All rights reserved. Do not replicate, copy or distribute.
Customer | Growth
• Marketing
Demand generation based on the value proposition
• Sales
Align, qualify, close
• Product
Product life cycle management
© 2016 Vizability LLC. All rights reserved. Do not replicate, copy or distribute.
Customer | Operations
• Delivery
of value proposition end-to-end; keep the
promises made by Product/Marketing/Sales
• Support Functions
Legal, HR, IT, Finance
© 2016 Vizability LLC. All rights reserved. Do not replicate, copy or distribute.
Growth | Operations
• Talk
Know what the left and right hand are doing
and vice versa; involve the customer
• Plan
People + process + technology end-to-end
between growth | operations
• Build
The planned capability/capacity
© 2016 Vizability LLC. All rights reserved. Do not replicate, copy or distribute.
Creative Brief
•  BIG10 T-Shirt Company
•  Target Persona = BIG10 College Students
•  Briefing
• 
• 
• 
• 
Campaigns (sporting events, holidays)
Channels (web => event kiosk)
Value proposition (BIG10 value: $10 | 10 minutes)
Key activities (crowd sourcing design, iron-on at kiosk)
© 2016 Vizability LLC. All rights reserved. Do not replicate, copy or distribute.
Growth | Operations
Big 10 T-Shirts
•  Marketing
Demand generation based on the
value proposition
Your Business
•  Marketing
Demand generation based on the
value proposition
• 
XXX
• 
XXX
• 
XXX
• 
XXX
• 
XXX
• 
XXX
•  Sales
Align, qualify, close
•  Sales
Align, qualify, close
• 
XXX
• 
XXX
• 
XXX
• 
XXX
• 
XXX
• 
XXX
•  Product
Product Life Cycle Management
•  Product
Product Life Cycle Management
• 
XXX
• 
XXX
• 
XXX
• 
XXX
• 
XXX
• 
XXX
© 2015 Vizability LLC. All rights reserved. Do not replicate, copy or distribute.
Customer | Operations
Big 10 T-Shirts
•  Delivery
of value proposition end-to-end; keep
the promises made by Product/
Marketing/Sales
Your Business
•  Delivery
of value proposition end-to-end; keep
the promises made by Product/
Marketing/Sales
• 
XXX
• 
XXX
• 
XXX
• 
XXX
• 
XXX
• 
XXX
•  Support
Functions
Legal, HR, IT, Finance
•  Support
Functions
Legal, HR, IT, Finance
• 
XXX
• 
XXX
• 
XXX
• 
XXX
• 
XXX
• 
XXX
© 2015 Vizability LLC. All rights reserved. Do not replicate, copy or distribute.
Growth | Operations
Big 10 T-Shirts
•  Talk
Know what the left and right hand are
doing and vice versa; involve the
customer
Your Business
•  Talk
Know what the left and right hand are
doing and vice versa; involve the
customer
• 
XXX
• 
XXX
• 
XXX
• 
XXX
• 
XXX
• 
XXX
•  Plan
People + process + technology end-toend between growth | operations
•  Plan
People + process + technology end-toend between growth | operations
• 
XXX
• 
XXX
• 
XXX
• 
XXX
• 
XXX
• 
XXX
•  Build
The planned capability/capacity
•  Build
The planned capability/capacity
• 
XXX
• 
XXX
• 
XXX
• 
XXX
• 
XXX
• 
XXX
© 2015 Vizability LLC. All rights reserved. Do not replicate, copy or distribute.
Cathy Carlson
Questions?
• 
• 
• 
[email protected]
LinkedIn –
www.linkedin.com/in/
cathycarlson1
Twitter - @cathycarlson
Bruce Barchus
• 
• 
• 
© 2016 Vizability LLC. All rights reserved. Do not replicate, copy or distribute.
[email protected]
LinkedIn www.linkedin.com/in/
brucebarchus
Twitter - @bbarchus