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Engaging And Empowering Your Customers
Engaging And Empowering Your Customers
Engaging And Empowering Your Customers
Engaging And Empowering Your Customers
Engaging And Empowering Your Customers
Engaging And Empowering Your Customers
Engaging And Empowering Your Customers
Engaging And Empowering Your Customers
Engaging And Empowering Your Customers
Engaging And Empowering Your Customers
Engaging And Empowering Your Customers
Engaging And Empowering Your Customers
Engaging And Empowering Your Customers
Engaging And Empowering Your Customers
Engaging And Empowering Your Customers
Engaging And Empowering Your Customers
Engaging And Empowering Your Customers
Engaging And Empowering Your Customers
Engaging And Empowering Your Customers
Engaging And Empowering Your Customers
Engaging And Empowering Your Customers
Engaging And Empowering Your Customers
Engaging And Empowering Your Customers
Engaging And Empowering Your Customers
Engaging And Empowering Your Customers
Engaging And Empowering Your Customers
Engaging And Empowering Your Customers
Engaging And Empowering Your Customers
Engaging And Empowering Your Customers
Engaging And Empowering Your Customers
Engaging And Empowering Your Customers
Engaging And Empowering Your Customers
Engaging And Empowering Your Customers
Engaging And Empowering Your Customers
Engaging And Empowering Your Customers
Engaging And Empowering Your Customers
Engaging And Empowering Your Customers
Engaging And Empowering Your Customers
Engaging And Empowering Your Customers
Engaging And Empowering Your Customers
Engaging And Empowering Your Customers
Engaging And Empowering Your Customers
Engaging And Empowering Your Customers
Engaging And Empowering Your Customers
Engaging And Empowering Your Customers
Engaging And Empowering Your Customers
Engaging And Empowering Your Customers
Engaging And Empowering Your Customers
Engaging And Empowering Your Customers
Engaging And Empowering Your Customers
Engaging And Empowering Your Customers
Engaging And Empowering Your Customers
Engaging And Empowering Your Customers
Engaging And Empowering Your Customers
Engaging And Empowering Your Customers
Engaging And Empowering Your Customers
Engaging And Empowering Your Customers
Engaging And Empowering Your Customers
Engaging And Empowering Your Customers
Engaging And Empowering Your Customers
Engaging And Empowering Your Customers
Engaging And Empowering Your Customers
Engaging And Empowering Your Customers
Engaging And Empowering Your Customers
Engaging And Empowering Your Customers
Engaging And Empowering Your Customers
Engaging And Empowering Your Customers
Engaging And Empowering Your Customers
Engaging And Empowering Your Customers
Engaging And Empowering Your Customers
Engaging And Empowering Your Customers
Engaging And Empowering Your Customers
Engaging And Empowering Your Customers
Engaging And Empowering Your Customers
Engaging And Empowering Your Customers
Engaging And Empowering Your Customers
Engaging And Empowering Your Customers
Engaging And Empowering Your Customers
Engaging And Empowering Your Customers
Engaging And Empowering Your Customers
Engaging And Empowering Your Customers
Engaging And Empowering Your Customers
Engaging And Empowering Your Customers
Engaging And Empowering Your Customers
Engaging And Empowering Your Customers
Engaging And Empowering Your Customers
Engaging And Empowering Your Customers
Engaging And Empowering Your Customers
Engaging And Empowering Your Customers
Engaging And Empowering Your Customers
Engaging And Empowering Your Customers
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Engaging And Empowering Your Customers

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  • Show lots of figures to imply a crowd with one a different color or unique eye-catching shape
  • Show lots of figures to imply a crowd with one a different color or unique eye-catching shape
  • Show lots of figures to imply a crowd with one a different color or unique eye-catching shape
  • Transcript

    • 1. ENGAGING & EMPOWERING YOUR CUSTOMERS PRESENTED BY James Burnes VP Strategy
    • 2. GOOD morning!
    • 3. Let’s Start With Some Exercise <ul><li>There’s a secret word! </li></ul><ul><li>In 3 minutes introduce yourself to at least 3 people whom you’ve never met. </li></ul><ul><li>If you know the secret word, please pass it along </li></ul><ul><li>Go! </li></ul>
    • 4. What’s the secret word?
    • 5. EXPERIENCE Customers want an
    • 6. EXPERIENCE Customers want to share their with others!
    • 7. WHAT YOU SHOULD LEAVE WITH TODAY <ul><li>Why interaction and engagement is a necessary part of our 24/7 economy (theory!) </li></ul><ul><li>How to interact with consumers to build transparency, trust and loyalty. (strategy) </li></ul><ul><li>What are fundamentals and best practices in creating an online presence through social media (like Facebook, blogs, discussion forums, Twitter, etc.) (tactics) </li></ul><ul><li>How to build a more valuable client and prospect database. (tactics) </li></ul>
    • 8. SURVEY SAYS
    • 9. & PASSIONS! WHICH MUST MEAN…
    • 10. You have a few fans!
    • 11. Who will do anything to show their support! (almost)
    • 12. And a few who are not!
    • 13. EXPERIENCE It depends on their
    • 14. Control what people see
    • 15. Customers Agree You Stink!
    • 16. Everyone has a voice
    • 17. I just had the most awesome experience! You should go there asap!
    • 18. INFORMATION AGE
    • 19. INTERCONNECTED AGE
    • 20. “ The rate of internal change must be greater than the rate of external change, or the company will fall behind” - Jack Welch
    • 21.  
    • 22. Our future customers are surrounded by influencers
    • 23. Social Media Has Shifted Who People Trust To Influence Their Decisions Source: Nielsen Global Online Consumer Survey, April 2009  Recommendations from people known 90%  Consumer opinions posted online 70%  Brand websites 70%  Editorial content (e.g. newspaper article) 69%  Brand sponsorships 64%  TV 62%  Newspaper 61%  Magazines 59%  Billboards / outdoor advertising 55%  Radio 55%  Emails signed up for 54%  Search engine results ads 41% 
    • 24. The More You Connect, The More Opportunities for Business YOU
    • 25. The More Connected Your Customers Are, The Faster The World Learns About You YOU
    • 26. EXPERIENCE People share an immediately
    • 27. engaged customers + active network = influence experience +
    • 28. Questions? Next: Strategy
    • 29. Our customers become our… brainstorming group
    • 30. Our customers become our… focus group
    • 31. Our customers become our… testing team
    • 32. Our customers become our… marketing dept.
    • 33. Our customers become our… sales force
    • 34. Our customers become our… corporate recruiter
    • 35. Our customers become our… brand ambassadors
    • 36. Our customers become our… graphic designers
    • 37. Our customers become our… fundraisers
    • 38. Build-A-Strategy Checklist <ul><li>What are our business goals? </li></ul><ul><li>Who is our audience? </li></ul><ul><li>What is our competition doing? </li></ul><ul><li>What does our current customer database look like? </li></ul><ul><li>What defines our most passionate customers? </li></ul><ul><li>What experiences do I have today? </li></ul><ul><li>What new experiences can I create? </li></ul><ul><li>Where are our customers? </li></ul>
    • 39. I Insert your company here! because ____________________
    • 40. EXPERIENCE People want you to react when they share the you gave them!
    • 41. You paid attention to me!
    • 42. You value me!
    • 43. You listened to me!
    • 44. Where should we be?
    • 45. We should be here… (but not necessarily all at once!)
    • 46. Questions? Next: Tactics
    • 47. LISTEN LISTEN LISTEN LISTEN LISTE LISTEN LISTEN LISTEN LISTEN LISTE LISTEN LISTEN LISTEN LISTEN LISTE LISTEN LISTEN LISTEN LISTEN LISTE LISTEN LISTEN LISTEN LISTEN LISTE LISTEN LISTEN LISTEN LISTEN LISTE LISTEN LISTEN LISTEN LISTEN LISTE LISTEN LISTEN LISTEN LISTEN LISTE LISTEN LISTEN LISTEN LISTEN LISTE LISTEN LISTEN LISTEN LISTEN LISTE LISTEN LISTEN LISTEN LISTEN LISTE LISTEN LISTEN LISTEN LISTEN LISTE LISTEN LISTEN LISTEN LISTEN LISTE LISTEN LISTEN LISTEN LISTEN LISTE LISTEN LISTEN LISTEN LISTEN LISTE LISTEN LISTEN LISTEN LISTEN LISTE
    • 48.  
    • 49.  
    • 50.  
    • 51. What do we listen for? <ul><li>Company Name & Products </li></ul><ul><li>Keywords </li></ul><ul><li>Competitors </li></ul><ul><li>Influencers </li></ul><ul><li>Employees/leadership </li></ul><ul><li>Industry topics </li></ul>
    • 52. BRAND YOURSELF BRAND YOURSELF BRAND YOURSELF BRAND YOURSELF BRAND YOURSELF BRAND YOURSELF BRAND YOURSELF BRAND YOURSELF BRAND YOURSELF BRAND YOURSELF BRAND YOURSELF BRAND YOURSELF BRAND YOURSELF BRAND YOURSELF BRAND YOURSELF BRAND YOURSELF BRAND YOURSELF BRAND YOURSELF BRAND YOURSELF BRAND YOURSELF BRAND YOURSELF BRAND YOURSELF BRAND YOURSELF BRAND YOURSELF BRAND YOURSELF BRAND YOURSELF BRAND YOURSELF BRAND YOURSELF BRAND YOURSELF BRAND YOURSELF
    • 53.  
    • 54.  
    • 55.  
    • 56.  
    • 57.  
    • 58.  
    • 59.  
    • 60.  
    • 61.  
    • 62.  
    • 63. mystarbucksidea.com
    • 64.  
    • 65. Easy to submit
    • 66. Voting system Up/down
    • 67. In one year
    • 68. 70,000 ideas
    • 69. Great ideas Promos and Products
    • 70. Feedback they need to hear
    • 71. 94 implemented 56 under review Some had over 50,000 points
    • 72. EMPLOYEES EMPLOYEES EMPLOYEES EMPLOYEES EMPLOYEES EMPLOYEES EMPLOYEES EMPLOYEES EMPLOYEES EMPLOYEES EMPLOYEES EMPLOYEES EMPLOYEES EMPLOYEES EMPLOYEES EMPLOYEES EMPLOYEES EMPLOYEES EMPLOYEES EMPLOYEES EMPLOYEES EMPLOYEES EMPLOYEES EMPLOYEES EMPLOYEES EMPLOYEES EMPLOYEES EMPLOYEES EMPLOYEES EMPLOYEES EMPLOYEES EMPLOYEES EMPLOYEES EMPLOYEES EMPLOYEES EMPLOYEES EMPLOYEES EMPLOYEES EMPLOYEES EMPLOYEES EMPLOYEES EMPLOYEES EMPLOYEES EMPLOYEES EMPLOYEES EMPLOYEES EMPLOYEES EMPLOYEES EMPLOYEES EMPLOYEES EMPLOYEES EMPLOYEES EMPLOYEES EMPLOYEES
    • 73.  
    • 74.  
    • 75.  
    • 76. Respond to our customers'... ...passions
    • 77. Respond to our employees'... ...passions
    • 78. And bring the two... ...together
    • 79.  
    • 80.  
    • 81. Give them lots of... ...resources
    • 82. Encourage them to… ...share
    • 83.  
    • 84. TRACK RESULTS TRACK RESULTS TRACK TRACK RESULTS TRACK RESULTS TRACK TRACK RESULTS TRACK RESULTS TRACK TRACK RESULTS TRACK RESULTS TRACK TRACK RESULTS TRACK RESULTS TRACK TRACK RESULTS TRACK RESULTS TRACK TRACK RESULTS TRACK RESULTS TRACK TRACK RESULTS TRACK RESULTS TRACK TRACK RESULTS TRACK RESULTS TRACK TRACK RESULTS TRACK RESULTS TRACK TRACK RESULTS TRACK RESULTS TRACK TRACK RESULTS TRACK RESULTS TRACK TRACK RESULTS TRACK RESULTS TRACK TRACK RESULTS TRACK RESULTS TRACK TRACK RESULTS TRACK RESULTS TRACK TRACK RESULTS TRACK RESULTS TRACK TRACK RESULTS TRACK RESULTS TRACK TRACK RESULTS TRACK RESULTS TRACK
    • 85.  
    • 86. Track, track, track! <ul><li>New leads </li></ul><ul><li># of fans </li></ul><ul><li># of followers </li></ul><ul><li>Competition </li></ul><ul><li>Activity of competition </li></ul><ul><li>Key influencers in your industry or market </li></ul>
    • 87. Questions?
    • 88. You Can Do This! WE CAN HELP
    • 89. Connect with me
    • 90. www.mediasauce.com Learn about us, pose questions, and read our blog.
    • 91. THANK YOU!

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