Three Key Ingredients to Becoming an Experience Business
Several years ago, my family (me, my wife and some young children) were planning an evening out, which was to include dinner at a restaurant that everyone could agree on. My wife and I were keen to choose a destination that was well known for some popular menu items we had eaten before. My kids had another plan entirely. They had recently heard about a Mexican restaurant – set in a jungle theme – where you could actually watch divers plunge down a three-story waterfall into a small pool right in the middle of the restaurant. Sure, they would eat some food, but they were more interested in the experience.
There is a growing trend of customers expecting more than just products & services. They want an experience that surprises, delights, and simplifies their lives. Paradoxically, the art of simplification for your customers can be a very complex undertaking if you don’t include the following three important ingredients: Proper investment, organizational alignment, commitment to execution.
Liberty Global is a great example of using these three ingredients to become a more experience-focused business. Liberty Global started with an enterprise strategy that included an investment in the Adobe Marketing Cloud. This equipped them with an integrated solution to identify, understand, and engage their customers so they could deliver consistent, continuous experiences that matter.
The Adobe Marketing Cloud is a smart investment, but it’s only one of the three key ingredients. Liberty Global also worked hard at the corporate level to define organization standards and processes that could reasonably be adopted globally across their brands.
The real payoff happened for Liberty Global with the third ingredient – when they started to roll out and execute their digital strategy across their brands. Virgin Media UK is a shining example of how well these three ingredients are paying off. And they have the success metrics to prove it.
Morgan Evans – VP of Customer Experience & Analytics for Liberty Global and Rhona Bradshaw – Director of Digital for Virgin Media UK recently shared their success story at Adobe EMEA Summit in London.
From their presentation, you will learn how Liberty Global’s Virgin Media brand is re-engineering its organization and leveraging the full power of Adobe Marketing Cloud to delight customers, achieve business goals, and maybe even make the world a better place.
You’ll also learn tips on how you can do the same for your own organization. How do you leverage technology to create the perfect customer experience? Which technology on what platform? And maybe most importantly, how do you re-engineer your organization to become an experience led business?