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Customer Relationships and Loyalty in Social Media

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Shyam Nair
Shyam Nair

A recent presentation I had given at Social Media Week, Bangalore on Relationship and Loyalty Management

Social Media
1 of 35
WHY DON’T YOU LIKE ME? An Insight into Brand-Consumer Relationships and Managing Loyalty
WHY SHOULD CONSUMERS LIKE YOU?
THE RELATIONSHIP BEGINS WITH THE CONSUMER AND CONTINUES TO THE BRAND
THE 4Ps HAVE CHANGED
SAY HELLO TO THE 7Ps OF SOCIAL MEDIA MARKETING
POSITION PERFORMANCE PROXIMITY PRICE PRESENCE PERCEPTION PROMOTION
WHAT’S HAPPENING IN 2015…
GIVE ME YOUR WALLET… NOW
LET’S GO SHOPPING…
YOUR DEVICE IS A SOCIAL BEING…
WHAT IS PRIVACY ANYWAY?
THE AGE OF ANTISOCIALISM…
THE ONLINE WORLD IS CHALLENGING
HOW MUCH IS TOO MUCH?
DO I KNOW YOU?
THANK YOU FOR CALLING CUSTOMER SERVICE HOW CAN OUR CEO HELP YOU?
KNOWLEDGE IS POWER
CREATE SUSTAINABLE BRAND GROWTH
ENGAGEMENT = LOYALTY + COMMUNICATION
THE PLATFORM DOESN’T MATTER
IT’S NOT ABOUT LOYALTY CARDS
IMPROVE STAKEHOLDER LOYALTY
MARRY INBOUND & OUTBOUND
CLEAR OBJECTIVES DRIVE METRICS
DRIVE GROWTH & PROFITABLITY
IMPROVE BRAND SHARABILITY
REDUCE COMPETITOR AFFAIRS
FORGET PROGRAMS CREATE PRODUCTS
BUILD NATURAL ROI
FREQUENT VISITS SPEND PER VISIT PROMOTION PARTICIPATION COST OF REWARDS COST OF PROGRAMS NET REVENUE INCREASE
QUALITY DRIVES QUANTITY
INTEGRATE MEDIA, CUSTOMER & TRANSACTION TOUCHPOINTS
DERIVE CONSOLIDATED CONSUMER DATA
UNDERSTAND THE SEGMENT OF ONE
BUILD THE RELATIONSHIP Questions for the speaker @INpressionist in.linkedin.com/in/shyamnair/en

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Customer Relationships and Loyalty in Social Media

Editor's Notes

  1. Too much focus on Likes
  2. FB Messenger Integration, Apple Pay app, E-Commerce Integration
  3. FB Messenger Integration, Apple Pay app, E-Commerce Integration
  4. Buy buttons on SM networks, single-click integration, real-time engagement, data opportunities
  5. Fitness bracelets, smart-watches, Google glass
  6. Consumers are giving away a lot of information – be open to it.
  7. No one really connects anymore
  8. Volume of Media Content
  9. Actionable Business Intelligence
  10. Customer service is a culture – It should be titled Consumer Engagement
  11. Company mindset needs to change
  12. SWOT IS ESSENTIAL