Trends And Social Media Feb09

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Some thoughts and trends on customer experience

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Trends And Social Media Feb09

  1. 1. Campbell Scott CEO February, 2009
  2. 2. Eist le fuaim na habhann agus gheobhaidh tú breac
  3. 8. People are socialising, connecting and organising
  4. 9. and are seeking and voicing opinion www.flickr.com : bovinity
  5. 10. Media is changing
  6. 11. and shouting at people is less effective www.flickr.com : brymo
  7. 12. Customers are more informed and demanding
  8. 13. Organisations can listen www.flickr.com : sfllaw
  9. 14. and have conversations with people
  10. 18. Insight Promotion Reputation Support
  11. 23. <ul><li>Simplicity – design customer experience </li></ul><ul><li>Listening </li></ul><ul><li>Join your queue </li></ul><ul><li>Media is changing </li></ul><ul><li>Customers are more informed </li></ul><ul><li>Collaboration and organisations </li></ul><ul><li>Customers have a voice </li></ul><ul><li>Conversation builds trust </li></ul><ul><li>Exceed expectation – call back, last agent </li></ul><ul><li>Devotion </li></ul>
  12. 25. <ul><li>Thank You </li></ul><ul><li>[email_address] </li></ul><ul><li>086 8149050 </li></ul><ul><li>Twitter - @campbellscott </li></ul>

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