MIE2016_PostNL&Perspective_Customer Experience_Seamless pakketten versturen
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POSTNL CUSTOMER EXPERIENCE Margot Nuijten - PostNL & Markus Leineweber - Perspective SEAMLESS PAKKETTEN VERSTUREN
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Transcript of MIE2016_PostNL&Perspective_Customer Experience_Seamless pakketten versturen
POSTNL CUSTOMER EXPERIENCE Margot Nuijten - PostNL & Markus Leineweber - Perspective
SEAMLESS PAKKETTEN VERSTUREN
STRATEGISCH ONDERZOEK • Propositie-ontwikkeling • Service design • Positionering
STRA
TEGI
E DESIGN
RESEARCH
MARKT IN BEWEGING • Mail: 2.705.000.000 • Pakketten: 142.000.000
(2014)
START CUSTOMER JOURNEY MAPPING • FTE en budget • Eerste customer journey projecten • Intern draagvlak voor nieuwe methodiek
CUSTOMER EXPERIENCE AFDELING ‘IN DE LEAD’ Van intern aanspreekpunt ... ... naar zelf de regie pakken.
PRIORITERING JOURNEY’S Grootschalig kwantitatief klantonderzoek: • Alle klantgroepen & bedrijfsonderdelen • Alle touchpoints klant met PostNL
PRIORITERING JOURNEY’S 4 customer journey’s waarop PostNL gaat focussen in 2016.
Roadshow slides:
CUSTOMER JOURNEY “BEZOEK RETAIL LOCATIE”
Inzicht in de customer journey om de bestaande dienstverlening te optimaliseren en om nieuwe
seamless proposities to ontwikkelen.
9 STEPS
INSIDE OUT 1. Scope journey 2. Discovery workshop 3. Concept journey (map 1.0)
OUTSIDE IN 4. Best practices 5. Experienced based research 6. Current journey (map 2.0)
ACTION 7. Re-design workshop 8. Desired journey (map 3.0) 9. Roadmap
INSIDE OUT 1. Scope journey 2. Discovery workshop 3. Concept journey (map 1.0)
OUTSIDE IN 4. Best practices 5. Experienced based research 6. Current journey (map 2.0)
ACTION 7. Re-design workshop 8. Desired journey (map 3.0) 9. Roadmap
Multidisciplinair = silo’s doorbreken & draagvlak
INSIDE OUT 1. Scope journey 2. Discovery workshop 3. Concept journey (map 1.0)
OUTSIDE IN 4. Best practices 5. Experienced based research 6. Current journey (map 2.0)
ACTION 7. Re-design workshop 8. Desired journey (map 3.0) 9. Roadmap
Multidisciplinair = silo’s doorbreken & draagvlak
INSIDE OUT 1. Scope journey 2. Discovery workshop 3. Concept journey (map 1.0)
OUTSIDE IN 4. Best practices 5. Experienced based research 6. Current journey (map 2.0)
ACTION 7. Re-design workshop 8. Desired journey (map 3.0) 9. Roadmap
INSIDE OUT 1. Scope journey 2. Discovery workshop 3. Concept journey (map 1.0)
OUTSIDE IN 4. Best practices 5. Experienced based research 6. Current journey (map 2.0)
ACTION 7. Re-design workshop 8. Desired journey (map 3.0) 9. Roadmap
INSIDE OUT 1. Scope journey 2. Discovery workshop 3. Concept journey (map 1.0)
OUTSIDE IN 4. Best practices 5. Experienced based research 6. Current journey (map 2.0)
ACTION 7. Re-design workshop 8. Desired journey (map 3.0) 9. Roadmap
Retail safari’s
INSIDE OUT 1. Scope journey 2. Discovery workshop 3. Concept journey (map 1.0)
OUTSIDE IN 4. Best practices 5. Experienced based research 6. Current journey (map 2.0)
ACTION 7. Re-design workshop 8. Desired journey (map 3.0) 9. Roadmap
Co-creaties sessies
INSIDE OUT 1. Scope journey 2. Discovery workshop 3. Concept journey (map 1.0)
OUTSIDE IN 4. Best practices 5. Experienced based research 6. Current journey (map 2.0)
ACTION 7. Re-design workshop 8. Desired journey (map 3.0) 9. Roadmap
INSIDE OUT 1. Scope journey 2. Discovery workshop 3. Concept journey (map 1.0)
OUTSIDE IN 4. Best practices 5. Experienced based research 6. Current journey (map 2.0)
ACTION 7. Re-design workshop 8. Desired journey (map 3.0) 9. Roadmap
HOE ONTWERP JE EEN EFFECTIEVE JOURNEY?
RELIËF IN KLANTBELEVING
WOW
WOW
SEAMLESS EXPERIENCE
Seamless = conversie & herhaalgebruik stimuleren Omnichannel = switch kanalen binnen journey Branded = activatie merkwaarden PostNL
spanningsboog
STRA
TEGI
E DESIGN
RESEARCH
sneller innoveren
SEAMLESS OMNICHANNEL
BRANDED
Bedankt voor jullie aandacht. Zijn er nog vragen?
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