E6: Touchpoints: The Anatomy of Your Digital Ecosystem

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:  [e-mail]  and  [e-mail] 

And on the Socials at:  

Debbie:  LinkedIN and @DZmorenski on

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