Jared Goralnick's Presentation at Emerging Communications Conference & Awards 2010 America

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Please see corresponding blog http://blog.eComm.ec

Please see corresponding blog http://blog.eComm.ec

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Transcript

  • 1.
  • 2. 500 Ways to Communicate. Oy.or, Why Should a Customer Choose Your New Offering?
    Jared Goralnick, Founder
    April, 2010
  • 3. eComm 2010 | 500 Ways to Communicate
    3
    a ZILLION communications tools
  • 4. Your customer
    How do you reach them?
    eComm 2010 | 500 Ways to Communicate
    4
    flickr.com/photos/22624845@N02
  • 5. eComm 2010 | 500 Ways to Communicate
    5
    Technology Can’t Change People
  • 6. eComm 2010 | 500 Ways to Communicate
    6
  • 7. eComm 2010 | 500 Ways to Communicate
    7
  • 8. eComm 2010 | 500 Ways to Communicate
    8
    Getting Past the “Suck Threshold”
    Image: Kathy Sierra, http://headrush.typepad.com/creating_passionate_users/2006/03/how_to_be_an_ex.html
  • 9. eComm 2010 | 500 Ways to Communicate
    9
  • 10. eComm 2010 | 500 Ways to Communicate
    10
    ?
    “OK, Great. How do I Educate?”
  • 11. They won’t RTFM.
    eComm 2010 | 500 Ways to Communicate
    11
    But good content, that they’ll FR.
  • 12. Sample: Batching
    eComm 2010 | 500 Ways to Communicate
    12
    Start a Task
    “Cone of Silence”
    Don’t Multitask
  • 13. Sample: Responsive vs. Available
    eComm 2010 | 500 Ways to Communicate
    13
    People will respect a consistent response within a reasonable amount of time
    A few hours is still good customer service
    flickr.com/photos/ov3rload/
  • 14. What concepts do your users need?
    eComm 2010 | 500 Ways to Communicate
    14
    http://www.flickr.com/photos/qisur/
  • 15. eComm 2010 | 500 Ways to Communicate
    15
    Educate
  • 16. Let’s keep in touch
    eComm 2010 | 500 Ways to Communicate
    16
    Jared Goralnick
    +1 240-296-0800
    jared@awayfind.com
    @technotheory