Using Social Media to Become a Customer-Centric Organization

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Beth Harte's presentation at PodCamp Philadelphia 2010 on Using Social Media to Become a Customer-Centric Organization.

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Using Social Media to Become a Customer-Centric Organization

  1. 1. Using Social Media to Become a Customer-Centric Organization Beth Harte PodCamp Philly – October 2, 2010
  2. 2. Image Source: chelseanovak.files.wordpress.com
  3. 3. Image Source: www.encorekb.com
  4. 4. Image Source: www.fhpentertainment.com
  5. 5. Image Source: www.mspmentor.net
  6. 6. Image Source: http://www.puchipetwear.com
  7. 7. The Customer-Centric Organization Finance/Acct Operations Customers Marketing Logistics Products Top Management Source: IMC The Next Generation, Schultz & Schultz 2004
  8. 8. Image Source: www.hsc.wvu.edu
  9. 9. Who are your customers? Image Source: www.aarpglobalnetwork.org
  10. 10. What’s Their Buying Behavior? Awareness Information Search Evaluation of Alternatives Purchase Post-Purchase Evaluation
  11. 11. Image Source: communityblog.yelp.com
  12. 12. Image Source: www.textually.org
  13. 13. Social CrM
  14. 14. Image Source: resourceactionprograms.org
  15. 15. Image Source: http://blog.nielsen.com
  16. 16. Image Source: yoga.digital-spa.com
  17. 17. •Image Source: http://collectionsetc.files.wordpress.com
  18. 18. Do you know the Value of Your Customers? Image Source: www.ecu.edu/cs-admin
  19. 19. Image Source: http://cdn.sheknows.com Image Source: http://www.rescuegreen.com
  20. 20. Image Source: http://blog.blacknight.com
  21. 21. Plan. Plan. Plan. Image Source: www.lowesforpros.com/
  22. 22. Image source: http://rlv.zcache.com
  23. 23. Image Source: http://www.secretstoultimateliving.com/
  24. 24. Estimating return on Customer Investment Image Source: www.keplerfinancial.com/kepler-website
  25. 25. Image Source: www.wealthcreationprofessionals.com
  26. 26. Image Source: http://www.theautochannel.com
  27. 27. Evaluate & Plan. Plan. Plan. Image Source: www.xhtml-css-code.com
  28. 28. Image Source: http://farm3.static.flickr.com/2268/2094281797_9b28def2f7.jpg
  29. 29. Image Source: lib.uwo.ca
  30. 30. Image Source: art4linux.org
  31. 31. The Value of IMC Relationship Advocates / Product/ End Users Service Price / Customer Channel/ Distribution Value Communication Accessibility / Brand Source: IMC The Next Generation, Schultz & Schultz 2004
  32. 32. Image Source: http://www.journeyunitedmethodist.com
  33. 33. Are you relevant?  Are you delivering products and services your customers want/need?  Is your communication relevant, compelling and meaningful?  Are customers finding you where they want to? Image Source: http://nfn.com.au
  34. 34. Is there receptivity?  Are you reaching customers when they are most receptive?  Do you understand how they want to communicate or be communicated with? Image Source: onlygizmos.com
  35. 35. What’s the level of response? • How easy is it for a customer to respond to your offerings? • Are you easy to do business with? • Is every point of contact knowledgeable? • Can you respond with agility? Image Source: www.resourcefulevents.com
  36. 36. Is there recognition ? • Do you recognize customers and their transactions or history with you? • Do customers recognize you in a sea of brands? Image Source: timingequity.com
  37. 37. Is there a relationship? • PR & Marketing CANNOT create relationships • Relationships are determined and created by the customer • Do customers pull you to them?
  38. 38. Image source: commons.wikimedia.org
  39. 39. let’s have a conversation, shall we? Image source: venturebeat.com
  40. 40. Thank You! Where to find me: Twitter:  @bethharte  #IMCchat (Wednesdays 8pm) Facebook:  www.facebook.com/bethharte LinkedIn:  www.linkedin.com/in/bethharte Blog:  www.theharteofmarketing.com

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