Successfully reported this slideshow.
We use your LinkedIn profile and activity data to personalize ads and to show you more relevant ads. You can change your ad preferences anytime.

Turn customer handshakes into hugs and selfies


Published on

So much focus for brands today is on creating a "new" customer experience to reach both millennials and generation z, few understand what it takes to embrace this change and build a community.

These are the slides I (Brian Fanzo) created to present to the clients and partners of Sitel Worldwide, a customer support and resource global outsourcing brand.

They keynote was focused around what my book "A Millennial Mindset" is based on: Change, Collaboration and Community.

This presentation includes:
Change in Customer Behaviors
What is a Millennial Mindset
Change of customer experience because of Mobile
What has to change to embrace millennials
What not to do
Value of Social Media
Importance of Content
Future of video and live streaming

Published in: Marketing
  • The Bulimia Recovery Program, We Recovered, You CAN TOO! ➤➤
    Are you sure you want to  Yes  No
    Your message goes here

Turn customer handshakes into hugs and selfies

  1. 1. How To Turn Customer Handshakes into Hugs & Selfies! ISOCIALFANZ.COM
  2. 2. Connecting Great People with Great People To Do Great Things Change Evangelist Brian Fanzo Pager Wearing Millennial
  4. 4. Social - Mobile - Analytics - Cloud Changed Times Have http;//SMACtalk.LIVE
  5. 5. 2.3 billion active social media users Social media users have risen by 176 million in the last year 1 million new active mobile social users are added every day *Brandwatch
  6. 6. We Are Living In A MOBILE NOW World! The average consumer under 35 years old checks their device 58+ times a day!
  7. 7. The Consumer is no longer dumb! 82% of shoppers say they consult their phones on purchases they're about to make in a store.
  8. 8. Where, When & How They Want it! Personalization Subscription Model Sharing Economy On- Demand Snapchat Attention Span
  9. 9. A MILLENNIAL MINDSET Community is the future of business Future of innovation is collaboration Future of Marketing is social good
  10. 10. 80% of global consumers agree that business must play a role in addressing societal issues. 56% of Millennials select where to work based on brands purpose! Empower Your Brands Greatest Asset
  11. 11. Trust Authenticity Loyalty Advocacy Community
  12. 12. Customers Don't Think: Professional Life vs Personal Life They Just Call it.. LIFE
  13. 13. Perfection is a fairy tale Control is an illusion
  14. 14. How Do You Standout From The Noise?
  15. 15. Your WHAT is BORING! Why do you do what you do? How will it impact me? What will it do for my life?
  17. 17. People - Places - Products - Experiences ACCESS Provide
  18. 18. Brands Greatest Influencers Are already on their payroll!
  19. 19. Everyone wants to know a brand cares & feel a part of a brand success Participatory Content
  20. 20. Consistency Consistency Consistency
  21. 21. Show U Care Before they know they want you to care! Engage Where Your Community is Today, and Listen For Where They'll Be Tomorrow!
  22. 22. Live Video Podcasts Sponsorship of Community Industry Events Employee Thought Leadership
  23. 23. Define Success First! Twitter = Community Growth, Brand Awareness, Real-Time Conversations Facebook = Connect, Nuture & Educate your existing audience YouTube = Solve Problems, Convey Thought Leadership, Document & Celebrate Success
  24. 24. Embrace your digital eyeballs 81% of internet traffic in 2020 will be video
  25. 25. What doesn't work! Throwing Technology at people problems Believing customers & employees aren't digital Treating social media as a checkbox Believing customers & employees aren't digital
  26. 26. I Don't Know > I Don't Care 78 percent of people who complain to a brand via Twitter expect a response within an hour
  27. 27. Nobody will ever say: You're sharing too much you care too much or you think like a fan too much!