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ENGAGING & EMPOWERING YOUR CUSTOMERS PRESENTED BY James Burnes VP Strategy
GOOD  morning!
Let’s Start With Some Exercise ,[object Object],[object Object],[object Object],[object Object]
What’s the secret word?
EXPERIENCE Customers want an
EXPERIENCE Customers want to share their with others!
WHAT YOU SHOULD LEAVE WITH TODAY ,[object Object],[object Object],[object Object],[object Object]
SURVEY SAYS
&  PASSIONS! WHICH MUST MEAN…
You have a few fans!
Who will do anything to show their support! (almost)
And a few who are not!
EXPERIENCE It depends on their
Control   what  people see
Customers Agree You Stink!
Everyone has a  voice
I just had the most awesome experience! You should go there asap!
INFORMATION AGE
INTERCONNECTED AGE
“ The  rate  of  internal  change must be greater than the rate of  external  change, or the company will fall behind”   - Jack Welch
 
Our future customers are surrounded by influencers
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% 
The More You Connect, The More Opportunities for Business  YOU
The More Connected Your Customers Are, The Faster The World Learns About You  YOU
EXPERIENCE People share an immediately
engaged customers  + active network = influence experience +
Questions? Next: Strategy
Our customers become our… brainstorming group
Our customers become our… focus group
Our customers become our… testing team
Our customers become our… marketing dept.
Our customers become our… sales force
Our customers become our… corporate recruiter
Our customers become our… brand ambassadors
Our customers become our… graphic designers
Our customers become our… fundraisers
Build-A-Strategy Checklist ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
I Insert your company here! because ____________________
EXPERIENCE People want you to react when they share the you gave them!
You paid attention to me!
You value me!
You listened to me!
Where should we be?
We should be here… (but not necessarily all at once!)
Questions? Next: Tactics
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
 
 
 
What do we listen for? ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
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
 
 
 
 
 
 
 
 
 
 
mystarbucksidea.com
 
Easy to submit
Voting system Up/down
In one year
70,000 ideas
Great ideas Promos and Products
Feedback they need to hear
94 implemented 56 under review Some had over 50,000 points
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
 
 
 
Respond to our customers'... ...passions
Respond to our employees'... ...passions
And bring the two... ...together
 
 
Give them lots of... ...resources
Encourage them to… ...share
 
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
 
Track, track, track! ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Questions?
You Can Do This! WE CAN HELP
Connect with me
www.mediasauce.com Learn about us, pose questions, and read our blog.
THANK YOU!

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