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E6: Touchpoints: The Anatomy of Your Digital Ecosystem
- 2022/07/12
- 再生時間： 31 分
- ポッドキャスト
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サマリー
あらすじ・解説
SHOW NOTES: 00:30: Welcome back! Thanks for subscribing and joining us again! 00:55: More coffee please! 01:40: The joys of flying, and missed opportunities. Ref: CLEAR & TSA Pre 03:42: Opportunities for brands to make great decisions 03:50: What we’re talking about today! Ref: CRM = Customer Relationship Management 05:38: What is a digital touchpoint? 06:18: Touchpoints are all about every single opportunity to interact. Ref: Touchpoint Mapping System 06:31: Parking lot example #1 07:30: How about once inside the establishment or venue? 08:54: Why does IKEA make cinnamon rolls? 09:44: What time of day is popcorn the most magical? 10:25: How many of your customers' senses are you engaging? 11:05: The touchpoint mapping process 12:00: You must get out of your office and walk the lot 12:48: Are you paying attention to every single detail? 13:20: With 20k cars in the parking lot- how do you find one customer’s automobile?! 15:10: On utilizing all of your resources and planning how to make even the day’s very last experience great. 17:47: About how it’s not our fault, but it may be our responsibility. 18:33: Golf pencils are cheap, but so is a lot of modern technology. 19:22: A note on pain points and sustaining what’s working well 20:00: Touch Point System Ref: Initech T.P.S. Reports 20:17: Again, are you paying attention? 21:00: Technology, Process and People 21:32: On solving a global pain point that has changed sales. i.e The Unboxing experience 22:30: Giving the most! Help your clients plan well. Ref: The Disney Genie 24:40: Kevin’s AI design work “Eve” within the Hard Rock’s new “Reverb Hotel” line. 25:06 A little about the Reverb Hotel experience 26:17: On the tremendous importance of Social Media Ref: Disney’s Code Of Conduct 26:54: Hard Rock’s 4 rocks / mottos. Link HERE 27:47: A sphere versus a linear line. Ref: The Value Chain concept. 29:45: The greatest piece of advice you’ll ever get! 30:32: Please reach out to us with questions, for consulting and free advice both! 30:47: End credits Please find us on the Web at: www.disneywaydigital.com Via email: debbie@disneywaydigital.com and kevin@disneywaydigital.com And on the Socials at: Debbie: LinkedIN and @DZmorenski on Twitter and @dkzcoach on Facebook Kevin: @BigBuzzKev on Twitter INSTA & Facebook TRANSCRIPT via Descript: Intro: Magical customer experiences don't happen by accident. They happen through careful planning and meticulous design. Kevin and Debbie have been engineering, extraordinary customer experiences for over 30 years. Join us as we explore corporate culture, branding, service, excellence, and much more through storytelling, technical curiosity, and friendly conversation. The Disney way for the digital age will be revealed. [00:00:29]Hey everyone. Welcome back to the Disney way for the digital age. I am Kevin Kelly and my partner here is Debbie Zmorenski .Today we are talking about understanding your digital ecosystem and the touch points that support at all. Hey Deb, how you doing? [00:00:45] Debbie: I'm doing great again. [00:00:47] KK: Um, I am on my third cup of coffee and I just wanna say, I wanna share all the lovely people, the great news that you have. Yes. [00:00:55] Debbie: Yeah. So I saw this big health report and I am a big coffee drinker and it says you should have one to three cups of coffee today. It's great for you. It kills the bad cholesterol. It's good for your heart. Uh, it, it improves brain working. I, I, you know, I just, I was just waiting for them to come back around. Coffee's bad. Coffee's good. Coffee's you know, So now it's great for you. So just go for it. One to three cups a day, they said in order to gain the benefit. Wow. Yeah. [00:01:23] KK: Well, alright, so I need lots of coffee today. Cause I got in at 3:00 AM. I was flying out Orlando, traveling back home and flying on an airline. Oh wow. Heck flying on Frontier and, and it's been good experience. Everything's been fine, but I was, I got there early and I'll. I'll say it was human error. Um, Google flights seemed to show something at two o'clock and I, as I typically do, I just wanna get home early. And so I show up early and they said, Nope, that doesn't even exist. So I'm sitting at the airport, I mean six, seven hours, but that's on me. So finally it's boarding. I walk over to gate 17 where my real time, uh, boarding pass. Yeah. It's it's it's on my phone so it can be updated. Right. It says gate 17, I walk over to gate 17 and they said, oh no, that's, um, we're now boarding on gate 81. I said, well, where's the 81. They said, oh, well, that's on the other side of the airport. You need to leave security, go through security again. And I was like, you've got to be kidding. Meanwhile, it's 10 minutes to boarding SOS kind of jog out. Um, I will, I will thank clear. I love clear. I'm also TSA free. I, I need both. I come. And it is just jammed. There's ...