Turning Touchpoints Into Talking Points

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Turning Touchpoints Into Talking Points

  1. 1. Rod Brooks PEMCO Insurance: V.P. and CMO WOMMA: Board of Directors ----------- Follow Rod on Twitter: @NW_Mktg_Guy source | Nielsen study (August 2010)
  2. 2. Good Morning Snohomish County • Integrity • Responsibility • Courage
  3. 3. PEMCO Mutual Insurance Company • Customer centric • Relationship led • Values based • Hyper-local • Challenger brand • Integrity • Responsibility • Courage
  4. 4. Good Morning Snohomish County • Integrity • Responsibility • Courage
  5. 5. Good Morning Snohomish County • Integrity • Responsibility • Courage
  6. 6. “I will spend more timeworking ON my business than IN my business”
  7. 7. Good Morning Snohomish County • Integrity • Responsibility • Courage
  8. 8. “I will spend more timeasking questions than Ispend giving answers”
  9. 9. decisions every business and marketer can• Integrity (and should) make!• Responsibility• Courage
  10. 10. 1. Decide to listen2. Decide to be affected3. Decide to respond • Integrity • Responsibility4. Decide to be engaged • Courage
  11. 11. Good Morning Snohomish County • Integrity • Responsibility • Courage
  12. 12. “I will focus more onknowing my customers and less on mycustomers knowing me”
  13. 13. Good Morning Snohomish County “Show me that you know me in ways that • Integrity others • Responsibility • Courage don’t”
  14. 14. Good Morning Snohomish County
  15. 15. Good Morning Snohomish County • Integrity • Responsibility • Courage
  16. 16. “I will convert routine interactions toremarkable touchpointsthroughout my business”
  17. 17. Routine or Remarkable? Touchpoint: the point of contact, especially when products or services come • Integrity into contact with a customer • Responsibility • Courage
  18. 18. Routine or Remarkable? • Integrity • Responsibility • Courage
  19. 19. Routine or Remarkable? • Integrity • Responsibility • Courage
  20. 20. Routine or Remarkable? • Integrity • Responsibility • Courage
  21. 21. Routine or Remarkable? • Integrity • Responsibility • Courage
  22. 22. Routine or Remarkable? • Integrity • Responsibility • Courage
  23. 23. Routine or Remarkable? • Integrity • Responsibility • Courage Tuned Pale Ale
  24. 24. Routine or Remarkable? • Integrity • Responsibility • Courage Tuned Pale Ale
  25. 25. Word of mouth is the most powerful form of marketing there is!source | “Digital Marketer Report, Experian – 2011
  26. 26. US consumers have at least one daily brand-related discussion… face-to-face – 93% voice-to-voice – 45% Online – 22%source | Keller Fay & Yahoo! study (June 2010)
  27. 27. Remember the basics… Know your talkers… Give them something to talk about… • Integrity • Responsibility • Courage Make it easy to share.
  28. 28. And remember… • Integrity • Responsibility • Courage
  29. 29. Thanks for “Listening” – Questions? PEMCO Insurance: V.P. and CMO WOMMA: Board of Directors ----------- Follow Rod on Twitter: @NW_Mktg_Guy source | Nielsen study (August 2010)

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