WELCOME
The New Rules of Customer
Service – Participate or Perish
THANK YOU!
May 26, 2009

Value Proposition:
• Education:
Webinars/Research
• Best Practices
• Case Studies
• Access to
Future/Potential
Customers: Gen Y Panel
• Free Whitepapers
• Don’t forget to join!
Marketing Is Evolving? So How Can The PMN Help?

Exciting Changes:
• Membership Now FREE:1,300 +
• New Research
• Gen Y Panel Hits The Road – Internet
Retailer Show, DMA Annual
• New Advisory Board
George LeBrun Bill Hanifin
New & Evolving

Steve Rubel,
SVP, Director of
Insights Edelman
Digital
Micro Persuasion
Ad Age
Our Featured Speaker

“Satisfaction Guaranteed”
Participate or PRESENTATION
SOCIAL MEDIA Perish
Steve Rubel, SVP/Director of Insights
Edelman Digital
steve.rubel@edelman.com | twitter.com/steverubel

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TREND: People are turning to social media to
get their problems resolved. This has a direct
impact on brands as customer care and online
reputation blend.
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Amanda Mooney, Digital Media Strategist
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SATISFACTION GUARANTEED:
The Opportunity
• 74% of consumers agree/strongly agree
that they choose brands based on the
customer experiences they read about online
(SNCR)
•59.1% of those who use social media “vent”
about customer care experience (SNCR)
http://flickr.com/photos/jacobvorpahl/2087225900/ •85% of people who use social media feel
brands should have a presence there (Cone)
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THE BABY MONITOR PRINCIPLE
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STEP 1 :REGULARLY AUDIT THE ENTIRE
ONLINE EXPERIENCE
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STEP 2 : SET UP DIGITAL EMBASSIES
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STEP 3 :BE PREPARED TO ACT QUICKLY
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“Satisfaction Guaranteed”
Participate or PRESENTATION
SOCIAL MEDIA Perish
Steve Rubel, SVP/Director of Insights
Edelman Digital
steve.rubel@edelman.com | twitter.com/steverubel

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