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500 Ways to Communicate. Oy.or, Why Should a Customer Choose Your New Offering?<br />Jared Goralnick, Founder<br />April, ...
eComm 2010 | 500 Ways to Communicate<br />3<br />a ZILLION communications tools<br />
Your customer<br />How do you reach them?<br />eComm 2010 | 500 Ways to Communicate<br />4<br />flickr.com/photos/22624845...
eComm 2010 | 500 Ways to Communicate<br />5<br />Technology Can’t Change People<br />
eComm 2010 | 500 Ways to Communicate<br />6<br />
eComm 2010 | 500 Ways to Communicate<br />7<br />
eComm 2010 | 500 Ways to Communicate<br />8<br />Getting Past the “Suck Threshold”<br />Image:  Kathy Sierra, http://headr...
eComm 2010 | 500 Ways to Communicate<br />9<br />
eComm 2010 | 500 Ways to Communicate<br />10<br />?<br />“OK, Great. How do I Educate?”<br />
They won’t RTFM.<br />eComm 2010 | 500 Ways to Communicate<br />11<br />But good content, that they’ll FR.<br />
Sample: Batching<br />eComm 2010 | 500 Ways to Communicate<br />12<br />Start a Task<br />“Cone of Silence”<br />Don’t Mul...
Sample: Responsive vs. Available<br />eComm 2010 | 500 Ways to Communicate<br />13<br />People will respect a consistent r...
What concepts do your users need?<br />eComm 2010 | 500 Ways to Communicate<br />14<br />http://www.flickr.com/photos/qisu...
eComm 2010 | 500 Ways to Communicate<br />15<br />Educate<br />
Let’s keep in touch<br />eComm 2010 | 500 Ways to Communicate<br />16<br />Jared Goralnick<br />+1 240-296-0800<br />jared...
Jared Goralnick's Presentation at Emerging Communications Conference & Awards 2010 America
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Jared Goralnick's Presentation at Emerging Communications Conference & Awards 2010 America

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

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

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