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Customer Insights Presentation Template

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Customer Insights

Transcript: Best used to show how something has evolved throughout time or to tell a story in a chronological order. Can be used to tell a brand story, historical development of things such as trends & products & others. Are accompanied by icons, images and other visual elements. Mixed Charts Malcolm Bugeja Darren Magri Andreas Willie Types of Infographics Represents location-based information. Can be presented by highlighting/shading parts of a map or overlaying shapes on top of the map. Infographics Informational Technically, if we go way back in time, infographics were firstly represented by cavemen when they drew on the walls. The earliest recorded forms of visualisation arose from the first maps. The fundamentals of measuring time, distance, surveying, map making and spacial geometry were formed & understood in the 1600s The last decade saw an outburst of infographics online. No sector was left untouched by this growth, from sports to marketing. Nowadays, infographics are evolving from just simply images to more interactive ways, such as animation and videos. History of Infographics (4) End of Presentation Next: Infographic Customer Insights The End Geographic Compares and contrast two or more things. Can highlight differences & similarities and pros & cons of the two or more things that are being compared. Serves as a guide for choosing between options. Made by: A type of long-form presentation which consists mostly of text and barely any visual elements. Enhanced with an appealing colour scheme and icons. History of Infographics Types of Infographics Original Animated Infographic History of Infographics (1) Content: Hierarchical Organizes information according to levels such as levels of importance, of difficulty, of income, etc.. Most common visualisations are pyramids or flow charts Key function is to compare or show the relationship between different levels. Timeline History of Infographics (2) add logo here Comparison Incorporates different graphs and charts Best type used when you have many statistics, facts and figures. By the end of the 17th century, most of the modern charts that we know today had been invented. William Playfair's seminal work, Commercial and Political Atlas, introduced the world to these new visual forms. History of Infographics (3) Throughout the years, infographics evolved more and more. The late 1900s saw an acceleration of computer aided data visualisation. With the aid of data visiualisation software, massive sets of data could be envisioned in complex forms.

Customer Insights

Transcript: TESTING Six techniques Customer Insights Always design and build your business idea from the customer's perspective. Don't build what you want, but what the customer wants. Never choose one technique, but provide a good mix of techniques to really understand what the customer is up against and what the customer wants. Data Detective Data Detective Bouw voort op het werk van andere onderzoekers. Er is bijna niets dat al niet een keer onderzocht is door marktonderzoekers. Vind niet zelf het wiel opnieuw uit, maar maak gebruik van het werk dat er al ligt. The perfect entrance point for desk reserach and... every reserach begins with desk research learn from others! RUAS databases Portal to the online databases The online database of RUAS library library is the place where you start with every research. With Google you reach max. 20% of all available market information. But... you have to pay for real market information. Fortunately, RUAS already has a subscription, so it's free for you. Journalist Have conversations with potential customers. A simple and relatively easy way to collect customer insights. But beware: customers say one thing and do another; customers like to please. Journalist Ask for past experiences, facts & specific details Aks "why?" three times Why? Why? Why? Ask the question 'why' several times in a row. This is how you find out the true motives of your customer. "Why do you buy a drill? To drill a hole. Why do you want to drill a hole? To hang a picture!" Customers often do not immediately know how to put into words why they want something MOM Test MOM Test Let’s say you’ve got a business idea. How can you tell if it’s worth exploring before you blow all your life savings on it? You may ask for the opinion of your co-workers or family members, but unfortunately, all those people will serve you sweet words to avoid hurting your feelings or hearing your pitch. So, how can you tell what your true audience is thinking? Anthropologist Observe potential customers in the real world to get a good understanding of how they actually behave. Examine which tasks they focus on and how they fulfill those tasks. Keep track of the pain points that frustrate them and the benefits they seek. Antropoloog Difficult when it comes to new ideas Imitator "Be your customer" and actively use your own products and services. Put yourself in the shoes of your customers for a day. Then use your experiences to tailor your value proposition. Does that proposition e.g. really the pain points? Imitator First hand experience Cocreator Involve your customer in the value creation process by collaborating on the development of new products and services. Cocreator To experience what your customers realy want Scientist Make sure your customers (consciously or unconsciously) become part of an experiment and learn from the results. Scientist Works well with 'crazy new ideas' Be especially aware of th ethics of testing


Transcript: NEXT STEPS meeting two: identify actions/solutions OUR GOAL TODAY: meeting one: define problems/opportunities OPPORTUNITY: NEED TO LEVERAGE THE KNOWLEDGE OF OUR TMs Maintenance schedules/reminders Repair history and information Purchase and Warranty history Telematics - Need a way to defend against the OE Trouble-code integration Project and Shopping lists We don't capture vehicle details. Need tools to store information to a customer profile: Certifications Tax IDs Military discount eligible Preferences: Payment type, language, logo type, PO Masking, communication preferences, core deferral etc. Review meeting notes before next meeting. Think about ways we can improve in each of the identified areas and bring to the next discussion. Supplement catalog data with TM feedback and input on fitment, related items, install tips, and product details. Need way to share motors and Mitchell1 docs with customers Easy access to fluid capacities and other vehicle specs. PUBLISH PLAN EACH CHANNEL IS AN OPPORTUNITY TO IMPROVE CUSTOMER EXPERIENCE AND CREATE AN INTERCONNECTED EXPERIENCE CUSTOMER INSIGHTS { WHAT OTHER OPPORTUNITIES DO YOU SEE? AGENDA/PROCESS OPPORTUNITY: PRODUCT LOOKUP CAN BE DIFFICULT & TIME CONSUMING OPPORTUNITY: NEED TO COMMUNICATE IN MORE MEANINGFUL WAYS WITH CUSTOMERS OPPORTUNITY: NEED TO REMOVE FRICTION FROM THE BUYING PROCESS HOW THIS LOOKS ON A COMPLICATED CHART PRIORITIZE OPPORTUNITY: CUSTOMERS NEED BETTER TOOLS TO MANAGE THEIR VEHICLE INFORMATION IDENTIFY OPPORTUNITIES WITH CUSTOMER ENGAGEMENT REVISIT PRIORITIES OPPORTUNITY: CUSTOMERS NEED TO TELL US THE SAME INFORMATION OVER & OVER. WHAT WE CONTROL We should study our customers and communicate like we know our customers and their vehicle(s) Need to be a trusted source of advice: Repair help, recalls and TSBs Make product recommendation based on customer skill level, repair history, brand preferences and vehicle type Shared information between online activity and in-store activity Identify last repair performed and use in conversation or as follow up ROADMAP DISCUSSION - DEFINING OUR STRATEGY FOR LONG TERM CUSTOMER ENGAGEMENT Fitment questions often a difficult exchange No Personalization - Results not filtered by known shopper preferences. Lack of connectivity between web and store No method of saving repeat job information - one click add to cart. No wish list Lack of othermotive applications - lawn and garden, trailers, etc. Lack of Priority Parts Sourcing online Improved POS flows Expanded payment options (CoF, NFC, etc.) Quick and easy BOPUIS process Integrated Rebates Better leverage O'Rewards online and in-store Capture emails to better engage with customers Order notifications (Priority Parts) Faster Customer Identification (NFC, Caller ID, etc) meeting three: identify data/systems needed to deliver solutions

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