César Chagas at César ChagasI just want to congratulate your presentation! It´s amazing. Hugs from Brazil!!!7 months ago
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FeelGoodTime.net at FeelGoodTime.netBed Bug Registry is an amazing website if you would like to know more about bed bug bites. I have used it several times and it is my top 1 website for now, when I want to know anything about bedbugs.1 year ago
Go With The Customer Flow Mark.Tamis@touchflows.comMark Tamis http://marktamis.com @MarkTamis #scrm #socbiz #e20
A Communications Revolution
Social Media – Anytime, Anywhere, Anybody
The Balance Has Shifted
Exposing customers to messages no longer works
You No Longer Control Your Brand
Conversation Prism
Snowball Souvenir
Luckily You Exist !
Real Engagement ?
Social Media Ivory Tower
Shiny Object Syndrome
if all you have is a hammer, everything looks like a nail
Only 1 % of customer interactions go thru Social Media
The Emperors New Clothes
Perception Gap
Nobody cares about your products, people care about their problems.Customers do not want a relationship with your business,they want the benefits a relationship can offer to them’‘.- David Meerman Scott An SMS is read within 3 minutes of sending 63% of 18-22 yo consumers prefer telephone to online customer service
Now Lets Put The Pieces Back Together
The result of a business is a satisfied customer – Peter Drucker
Jobs To Be Done and Desired Outcomes You Dont Want a Drill, You Want a Hole in the Wall
The End of the Sales Funnel
The End of the Funnel Is Not The End
McKinsey Consumer Decision Journey
Right Person, Right Touchpoint, Right Interaction
Cross-Touchpoint Experience Management
Customer segmentation and service differentation
Customer Journey Mapping
Touchpoints and Experiences Map
Needs, Opportunities and Outcomes Andy Green
Value Network Mapping
Capabilities and Collaboration Feedback & analysis Capabilities Service Customer &Business Business &Vision & Customer BusinessStrategy Intelligence Outcomes Value Portfolio Proposition
Enabling Systems
“CRM is a philosophy and a business strategy, supported by a technology platform, business rules, workflow, processes and social characteristics, designed to engage the customer in a collaborative conversation in order to provide mutually beneficial value in a trusted and transparent business environment.It’s the company’s responseto the customer’sownership of the conversation.”- Paul Greenberg
Listening holisticallyComplete with Call center, Social Media, Sentiment analysis,Market Research, In-store, Events, Analytics (behavioural)Observation, Transactional and historic, 3rd-party & C2C data...
The Experience Continuum
Actionable Insights
Reduce Frictions In The Customer Flow
Everyone Impacts The Customer Flow
Breaking Down Silos
The Collaborative Enterprise
Best BuyAfter 3 months: 2,200 employees / 13,000 questions / 29,000 followers 100 - 125 questions per day
You Are Not Alone
From Campaign To Continuity From Fear of Change To Value Co-creation
Customer and Business Value Co-creation Desired Outcomes for Customer and Business
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