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Why Should I Listen To My Customers?
Why Should I Listen To My Customers?
Why Should I Listen To My Customers?
Why Should I Listen To My Customers?
Why Should I Listen To My Customers?
Why Should I Listen To My Customers?
Why Should I Listen To My Customers?
Why Should I Listen To My Customers?
Why Should I Listen To My Customers?
Why Should I Listen To My Customers?
Why Should I Listen To My Customers?
Why Should I Listen To My Customers?
Why Should I Listen To My Customers?
Why Should I Listen To My Customers?
Why Should I Listen To My Customers?
Why Should I Listen To My Customers?
Why Should I Listen To My Customers?
Why Should I Listen To My Customers?
Why Should I Listen To My Customers?
Why Should I Listen To My Customers?
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Why Should I Listen To My Customers?

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  • Mooi gedaan. Bevat veel info, maar blijft overzichtelijk! Zeer leerrijk ook.
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  • 1. Why should my company start listening toits customers? *
    Social Media Afternoon – Brussels, July 9th, 2009Nathalie Dumont – Project Manager
  • 2. Overview
    Start listening? Not really. But listen harder and better!
    What is being said out there?
    Empower your customer.
    How do you empower your user?
    Humanize your brand, one customer at a time.
    What is being done out there?
  • 3. 1. *Start listening? Not really. But listen harder and better!
  • 4. Before we set off…
    Please take the time to watch this 1 minute video.
    Something’s gotta change:
    ‘United Airlines’ commercial
    a TV commercial from 1989 but more relevant thanever.
  • 5. Rule number 1 in marketing: listen to what the customer wants!
    Obvious isn’t it?
    Of course we always ‘had to listen’ to our customers, everybody knows that.
    But now more than ever, there are so many tools available to
    • listen to the customer
    • 6. join the conversation
    • 7. and empower the customer
  • Either you evolve or you get left behind.
    Imagine walking into a full pub where your friends are sitting, all engaged in conversation.
    If you want to join the dialogue properly,
    • you first need to sit down, observe
    • 8. andlistento what is being said.
    The same is true online and in social media.
  • 9. 2. What is being said out there?
  • 10. What is being said out there?
    People are talking about your brand right now!!
    Some people like your brand.
    Some people don’t.
    Question: why?
    Answer: listen!
  • 11. Listening = an opportunity
    • an opportunity to hear about misconceptions about your brand
    • 12. an opportunity to hear about the positive things spoken about your brand
    • 13. an opportunity to show you care about your customer’s feedback & needs
    • 14. an opportunity to act (improve customer service, give feedback, ask opinions, …)
    Well, don’t you want to know what your consumers say about your products and brand??
  • 15. 3. Empower your user!
  • 16. Empower your user! Web 2.0 expands the reach of a single voice.
    One single disgruntled consumer with a broadband connection can ignite a crisis.
    The internet makes it possible for this crisis to be re-ignited and used over and over again.
    Lesson for marketing managers, pr, customer service:
    not only does bad news spread fast, it can have a second or third life spreading around the Internet.
    The broadcast of the few has given
    way to the narrowcast of the many
  • 17. Empower your user! Web 2.0 expands the reach of a single voice.
    Ok, this al sounds pretty negative and probably scary to some companies.How do you turn this into the favor of your brand?
    Simple: listen & act!
    • provide better customer service
    • 18. know your customer’s brand expectations better
    • 19. create brand advocates so they recommend your product, service & brand
  • 4. How do you empower your user?
  • 20. How do you empower your user?
    • connect with your customer
    • 21. ask for feedback
    • 22. make it easy for the customer to get in touch with you
    • 23. create brand advocates so they recommend your product, service & brand
    People listen to other people.
    They always have, they always will.
    By empowering your brand advocates, you can
    exponentially increase the audience you reach.
  • 24. 5. Humanize your brand
  • 25. Humanize your brand, one customer at a time A brand that:
    • listens to their customers
    • 26. respects their values
    • 27. asks them for ideas (crowdsourcing)
    • 28. does not treat the customer as a number
    • 29. engages in the conversation
    • 30. puts a face on its big corporate brand
    will always gain credibility and improve brand equity.
  • 31. to listen have
    Humanize your brand, one customer at a timeBrands that refuse to listen have already signed off on their future.
    Brands that:
    • not only listen to what their customers are saying,
    • 32. but also engage in conversation
    • 33. automatically elevate their brand
  • 6. What is being done out there?
  • 34. What is being done out there? A few cases.
    • ‘Blank’ video – a simple story to show why you need brand advocates
    • 35. ‘Doritos Super Bowl Crash ‘– user generated commercialsDoritos awarded 1 million dollars to the best user generated commercial
    • 36. Verizon math fail – example video of #fail
    • 37. ‘United Airlines’ commercial – listen & act
  • Thank You!
    LBi Belgium
    Vorstlaan 191 Bd du SouverainB-1140 Brussels
    Kortrijksesteenweg 1144 bus N
    B-9051 Sint-Denijs-Westrem
    www.lbigroup.be

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