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Customer Retention is more than Facebook and Twitter - conversation with Adam Cohen of Rosetta
Customer Retention is more than Facebook and Twitter - conversation with Adam Cohen of Rosetta
Customer Retention is more than Facebook and Twitter - conversation with Adam Cohen of Rosetta
Customer Retention is more than Facebook and Twitter - conversation with Adam Cohen of Rosetta
Customer Retention is more than Facebook and Twitter - conversation with Adam Cohen of Rosetta
Customer Retention is more than Facebook and Twitter - conversation with Adam Cohen of Rosetta
Customer Retention is more than Facebook and Twitter - conversation with Adam Cohen of Rosetta
Customer Retention is more than Facebook and Twitter - conversation with Adam Cohen of Rosetta
Customer Retention is more than Facebook and Twitter - conversation with Adam Cohen of Rosetta
Customer Retention is more than Facebook and Twitter - conversation with Adam Cohen of Rosetta
Customer Retention is more than Facebook and Twitter - conversation with Adam Cohen of Rosetta
Customer Retention is more than Facebook and Twitter - conversation with Adam Cohen of Rosetta
Customer Retention is more than Facebook and Twitter - conversation with Adam Cohen of Rosetta
Customer Retention is more than Facebook and Twitter - conversation with Adam Cohen of Rosetta
Customer Retention is more than Facebook and Twitter - conversation with Adam Cohen of Rosetta
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Customer Retention is more than Facebook and Twitter - conversation with Adam Cohen of Rosetta

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Slides used during the April introNetworks Webinar with Adam Cohen. You can listen to the live webinar (recording) at http://intronetworks.com/webinars.aspx - click on the right side, enter your name …

Slides used during the April introNetworks Webinar with Adam Cohen. You can listen to the live webinar (recording) at http://intronetworks.com/webinars.aspx - click on the right side, enter your name and you will have access to the conversation.

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  • Understand:Define your customer segments and the differences in brand, purchase, and channel preference among themDetermine channel opportunities and profitabilityDevelop: Develop a multi-channel interactive marketing program roadmapDefine KPIs and ROI for your programs based on competitor and industry benchmarks in the interactive channelExecute, Measure & Optimize:Interactive marketing projects and programsIdentify opportunities from learningsRefine segmented approach
  • Transcript

    • 1. introNetworks Webinar Series<br />"Customer Retention Takes More Than Facebook and Twitter“<br />Conversation with<br />Adam Cohen<br />Thursday, April 29th, 9 am Pacific<br />Sponsored by introNetworks<br />‘We transform businesses with smart social networks’<br />
    • 2. Chat Live<br />Have a Twitter Acct?<br /><ul><li> Yes, great!
    • 3. If not, create one at Twitter.com, it takes 2 minutes, we’ll wait…
    • 4. Tweetchat Room
    • 5. Hashtag #introChat</li></ul>If you have a Google Wave address, send email to Bob Roan so that he can invite you to the introChat Wave<br />bob@knowledgeflows.org<br />Ask Questions!<br /><ul><li> Chat with others
    • 6. We will monitor this room live during the webinar</li></li></ul><li> OUR GUEST<br /><ul><li> Adam Cohen
    • 7. Partner, Social Media Practice Lead at Rosetta
    • 8. Social Media Strategist
    • 9. Blogs at adamhcohen.com
    • 10. Experience
    • 11. Retail, Financial Services, High Tech Experience with Fortune 1000 companies
    • 12. Forrester Research Technology Marketing Executive Council member
    • 13. Mark Sylvester
    • 14. CEO and Co-Founder of introNetworks, creators of smart social networks for employees, customers, prospects and partners
    • 15. Built first network for TED Conference in 2003
    • 16. Original founder of Wavefront Technologies, creators of Maya</li></ul>Adam Cohen<br />@adamcohen<br /> MODERATOR<br />Mark Sylvester<br />@marksylvester<br />
    • 17. Customer Retention Takes More Than Facebook and Twitter<br />Photo credit http://www.flickr.com/photos/iainalexander/1019184136/<br />
    • 18. How Social Media Fits Into Interactive Marketing<br />Web / E-Commerce<br />Search & Media<br />Consumer<br />Insights<br />Interactive Marketing Strategy & Roadmap<br />Social Media<br />Analytics & Optimization<br />User Centered Design<br />Mobile<br />RM & Loyalty<br />5<br />
    • 19. Insight<br />1<br />Knowing your customers’ needs, attitudes and behaviors is critical to designing programs and strategies that will resonate. <br />Marketers don’t need to guess.<br />Adam Cohen<br />@adamcohen<br />Mark Sylvester<br />@marksylvester<br />
    • 20. Customer Experience<br />Know your customers<br /><ul><li>Communication preferences
    • 21. Brand favorability
    • 22. Net Promoter Score
    • 23. Social media monitoring</li></ul>7<br />Photo credit: http://www.flickr.com/photos/daveelmore/2933612776<br />CONFIDENTIAL ©2010<br />
    • 24. Strategy<br />2<br />Fueled by insight, develop a communication strategy that meets customer needs.<br />Customer retention is one key goal.<br />Adam Cohen<br />@adamcohen<br />Mark Sylvester<br />@marksylvester<br />
    • 25. The New Marketing Funnel<br />Customer retention can benefit from engaging and empowering brand advocates.<br />Awareness<br />Consideration<br />Conversion<br />Power of Social Media <br />Loyalty<br />Advocacy<br />Word-of-Mouth<br />9<br />CONFIDENTIAL ©2010<br />
    • 26. Every customer touchpoint is an opportunity to influence retention <br />Photo credit http://www.flickr.com/photos/left-hand/1545584483<br />
    • 27. Ideas<br />3<br />Social media is a broad range of technologies. Develop ideas that will build relationships for the long term.<br />Facebook and Twitter are just two of many tools in the toolbox.<br />Adam Cohen<br />@adamcohen<br />Mark Sylvester<br />@marksylvester<br />
    • 28. Beyond Facebook and Twitter<br />Old Model<br />New Model<br />Voice of the Brand: Dominant<br />Static Marketing Messages/Ads; Products & Services vetted by customers<br />Voice of the Brand: Measured<br />Products and messages infused by and co-generated with customers<br />Ratings/Reviews<br />Customer Support<br />Voice of the Customer: Reactive/Weak<br />Customers asked for feedback through surveys and research <br />Voice of the Customer: Strong<br />Customers participate in shaping the brand<br />Surveys & TraditionalResearch<br />Community<br />Advocacy Programs<br />Offsite Participation<br />12<br />CONFIDENTIAL ©2010<br />
    • 29. Thanks For Participating<br />To connect with our guest<br />Adam Cohen @adamcohen<br />www.adamhcohen.com<br />www.rosetta.com<br />To connect with our host<br />Mark Sylvester @marksylvester / @intronetworks<br />www.introNetworks.com<br />Webinar Replay – <br /> available at intronetworks.com/webinars.aspx<br />Adam Cohen<br />@adamcohen<br />Mark Sylvester<br />@marksylvester<br />
    • 30. A word from intronetworksTake a Testdrive todayintronetworks.com<br />
    • 31. May 27th<br />9 am Pacific<br />May Webinar<br />"Discover the Five Proven Strategies which Guarantee Online Community Success" <br />Special Guest InterviewerScott WilsonStrategic Business Coach<br />Interviewing: introNetworks Co-FoundersMark Sylvester & Kymberlee Weil<br />

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