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
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  • Engaging And Empowering Your Customers

    1. 1. ENGAGING & EMPOWERING YOUR CUSTOMERS PRESENTED BY James Burnes VP Strategy
    2. 2. GOOD morning!
    3. 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. 4. What’s the secret word?
    5. 5. EXPERIENCE Customers want an
    6. 6. EXPERIENCE Customers want to share their with others!
    7. 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. 8. SURVEY SAYS
    9. 9. & PASSIONS! WHICH MUST MEAN…
    10. 10. You have a few fans!
    11. 11. Who will do anything to show their support! (almost)
    12. 12. And a few who are not!
    13. 13. EXPERIENCE It depends on their
    14. 14. Control what people see
    15. 15. Customers Agree You Stink!
    16. 16. Everyone has a voice
    17. 17. I just had the most awesome experience! You should go there asap!
    18. 18. INFORMATION AGE
    19. 19. INTERCONNECTED AGE
    20. 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
    22. 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% 
    23. 24. The More You Connect, The More Opportunities for Business YOU
    24. 25. The More Connected Your Customers Are, The Faster The World Learns About You YOU
    25. 26. EXPERIENCE People share an immediately
    26. 27. engaged customers + active network = influence experience +
    27. 28. Questions? Next: Strategy
    28. 29. Our customers become our… brainstorming group
    29. 30. Our customers become our… focus group
    30. 31. Our customers become our… testing team
    31. 32. Our customers become our… marketing dept.
    32. 33. Our customers become our… sales force
    33. 34. Our customers become our… corporate recruiter
    34. 35. Our customers become our… brand ambassadors
    35. 36. Our customers become our… graphic designers
    36. 37. Our customers become our… fundraisers
    37. 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>
    38. 39. I Insert your company here! because ____________________
    39. 40. EXPERIENCE People want you to react when they share the you gave them!
    40. 41. You paid attention to me!
    41. 42. You value me!
    42. 43. You listened to me!
    43. 44. Where should we be?
    44. 45. We should be here… (but not necessarily all at once!)
    45. 46. Questions? Next: Tactics
    46. 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
    47. 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>
    48. 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
    49. 63. mystarbucksidea.com
    50. 65. Easy to submit
    51. 66. Voting system Up/down
    52. 67. In one year
    53. 68. 70,000 ideas
    54. 69. Great ideas Promos and Products
    55. 70. Feedback they need to hear
    56. 71. 94 implemented 56 under review Some had over 50,000 points
    57. 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
    58. 76. Respond to our customers'... ...passions
    59. 77. Respond to our employees'... ...passions
    60. 78. And bring the two... ...together
    61. 81. Give them lots of... ...resources
    62. 82. Encourage them to… ...share
    63. 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
    64. 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>
    65. 87. Questions?
    66. 88. You Can Do This! WE CAN HELP
    67. 89. Connect with me
    68. 90. www.mediasauce.com Learn about us, pose questions, and read our blog.
    69. 91. THANK YOU!

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