Case Study 3: Predictive Communication
edwardgoe
PredictiveCommunicationlecture.pptx
Have you received a push notification like this?
Real Message: I just want your $$$
@DrWendyGuess
Hi John. Your order should be arriving on Thursday. Would you like to set up a date & time to install it? Just reply with your preferences. Wendy
Real Message: You care about the customer)
Or …. Has a note like this one
arrived just at the perfect moment?
@DrWendyGuess
Which Would YOU Rather Read?
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What’s better for your LTV/ROI?
@DrWendyGuess
How would it be for your clients to feel like you’re a mind reader?
@DrWendyGuess
@DrWendyGuess
Part 1: Design Campaign
What am I really delivering?
My guiding principles
Beyond the product…
For Support
To build Community
Improve Productivity
Create Distraction
Or adding to Frustration
DESIGN CAMPAIGN
@DrWendyGuess
Part 2: Customer Journey
How do they really feel about it?
Are they a hunter or gatherer?
Which CTA did they follow?
What do they expect to find?
What stage are they in? (CRM)
What UX concepts are added?
CUSTOMER JOURNEY
@DrWendyGuess
Part 3: Questions/Concerns
What do they really need to know about Product/Service?
Logistical details
A surprise feature
How they’ll feel using it
Other ways to use product
Industry/Insider tips
QUESTIONS /CONCERNS
@DrWendyGuess
Part 4: Response Timing
When do they need to know it?
At first glance
Deep dive
After hesitation
Leading up to event
During event/ order
After exchange
As a reminder
Need to Know = RELEVANT
RESPONSE TIMING
@DrWendyGuess
What’s needed – When it’s needed!
Formatting Tips:
1-3 topics
3-5 Bullet Points
Visually spaced
Less is More
Hyperlink to detail
Welcome. Wondering about the MyTalk.Rocks?
Link - http://mytalk.rocks
Rock The Speaker
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Ask Questions?
@DrWendyGuess
Which “Message” Manager Will YOU Be?
@DrWendyGuess
VS
@DrWendyGuess
