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March 2012-Marketing Roundtable- Dee Davey
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March 2012-Marketing Roundtable- Dee Davey

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    March 2012-Marketing Roundtable- Dee Davey March 2012-Marketing Roundtable- Dee Davey Document Transcript

    • MARKETING ROUNDTABLE Customer Experience, March 13, 2012Take a Process Approach to Slipping into1. Map out the Key Steps in your Sales and Product/Service Delivery Cycle High Level Focus on Key Steps. Identify the Touch Points where you contact, connect, and communicate with your customer. 189:*;<=>)9?@=A;8BC*) Identify WHO you make contact with Decision Makers / Influencer / Users and others. !"#$%&#( %&#($ %#"./0#$ !3(-$%&#( )*+&+#,#*- 1#/.#"2 4&"5#-/*+$ 67(-3,#"$ 1#/.#"2 ?*.3/0# 63,,7*/0&-/3*$ :00#9-&*0# ?*(-&&-/3*$ !&2,#*- 63*.#"(&-/3*($ :05*3;#<+# 63*C/+7"&-/3* A9<&-#(2. Hold an Internal Workshop 4##-/*+( %0=#<7#$ %#-$A9 B#./(/3*( Invite and involve people from across your 1#/.#"2 %/-#$8/(/-($$$$$$$$$$$$$$$$$ D"&/*/*+ !3(-$%#"./0#$@$ business to participate - customer-facing & back- 8&"/&-/3*($-3$ %&#($6&( 1#,3( E&*<3.#" office >"<#" >*+3/*+$ !"393(&($$$$$ ?*(-&&-/3*$@$ 4&/*-#*&*0# Create a flip chart for each key process step that !"#(#*-&-/3*( ?,9#,#*-&-/3*$ you are going to explore !&* List on each flip chart, three questions !"#$%&()*+,(-./0)12(/3)450)6746 What do you Think you know? What do you Know what have your customers already told you. What you know need to ask your customers? 6&9-7"#$?*97- Brain Storm Ideas F=&-$<3$;#$-=/*5$67(-3,#"($;&*-G Actively involve participants Post it notes & felt markers F=&-$<3$;#$&"#&<2$5*3;G Consolidate input. For each key process step, group input & prioritize. %&#($ %#"./0#$ F=&-$<3$;#$*##<$-3$&(5G !"#$%&#( !3(-$%&#( )*+&+#,#*- 1#/.#"23. Test your Assumptions Talk with your customer 1 Dee Davey, Creative Ideas Marketing LLC, Plymouth, Michigan 48170 dee.davey@creativeideasmarketing.com, www.CreativeIdeasMarketing.com Tele: 734 259 0060, Cell: 734 233 1513
    • MARKETING ROUNDTABLE %&#($ %#"./0#$ !"#$%&#($ !3(-$%&#($ )*+&+#,#*-$ 1#/.#"2$ ) What do you Think you Know? Perceptions / personal experience, observation Gut feel How would we want to be treated? How have we reacted in a similar situation? How do we think we would have reacted? How important, do we think, this touch point is? What do we think we are doing well / not well? What do we think we could be doing differently? What else?, What else? 6&9-7"#$?*97- F=&-$<3$;#$-=/*5$67(-3,#"($;&*-G F=&-$<3$;#$&"#&<2$5*3;G F=&-$<3$;#$*##<$-3$&(5G What Do You actually Know What have customers already told you? Customer testimonials, surveys, conversations - Customer Services Representatives - Account Managers / Sales - Help Desk Comments - Field Engineers - Service Technicians - Reception - Social Media Forums / Conversations / Reviews What else?, What else?Dee DaveyCreative Ideas MarketingMarch 13, 2012 2 Dee Davey, Creative Ideas Marketing LLC, Plymouth, Michigan 48170 dee.davey@creativeideasmarketing.com, www.CreativeIdeasMarketing.com Tele: 734 259 0060, Cell: 734 233 1513