The New Rules of Customer Service - Participate or Perish

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Let\'s face it, the world has changed - a generation is emerging that will never dial a 1-800 number to reach customer service. New enabling technologies have made consumers more efficient …

Let\'s face it, the world has changed - a generation is emerging that will never dial a 1-800 number to reach customer service. New enabling technologies have made consumers more efficient self-organizers, hyper-connectors and mass producers of their own media. This necessitates that companies adapt and become more nimble. It also means companies must embrace participatory marketing strategies and tactics to address customer issues and to evolve and protect their brand.

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  • 1. WELCOME The New Rules of Customer Service – Participate or Perish THANK YOU! May 26, 2009
  • 2. 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?
  • 3. 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
  • 4. Steve Rubel, SVP, Director of Insights Edelman Digital Micro Persuasion Ad Age Our Featured Speaker
  • 5. “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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  • 7. 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. 7
  • 8. Amanda Mooney, Digital Media Strategist 8
  • 9. 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) 9
  • 10. THE BABY MONITOR PRINCIPLE 10
  • 11. STEP 1 :REGULARLY AUDIT THE ENTIRE ONLINE EXPERIENCE 11
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  • 18. STEP 2 : SET UP DIGITAL EMBASSIES 18
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  • 29. STEP 3 :BE PREPARED TO ACT QUICKLY 29
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  • 33. “Satisfaction Guaranteed” Participate or PRESENTATION SOCIAL MEDIA Perish Steve Rubel, SVP/Director of Insights Edelman Digital steve.rubel@edelman.com | twitter.com/steverubel
  • 34. Blog Question Forum Research Case Studies Social Networks Micro-Blogging Resources
  • 35. The Next Webinar: http://thepmn.org Register with promo code DVYN04 & receive a 30% discount! http://twtrcon.com/ What’s Up Next?
  • 36. Start and continue the conversation. THANK YOU INFO@THEPMN.ORG mdellapenna@aitisolutions.com rthomas@aitisolutions.com