Aaron Painter, VP Microsoft China Listening actively to your customers shows you respect their opinions, and that feeling of being understood is the gateway to earning trust and building long-lasting relationships. In this session, customer experience professionals will learn the secrets to better listening and how new technologies can help them increase loyalty—and achieve a competitive advantage in their industry.

1. Aaron Painter
Author of LOYAL: A Leader’s Guide to Customer & Employee Loyalty
Vice President, Business Solutions, Microsoft Greater China
Listening to Win: Customer Loyalty in the
Digital Era

3. How people imagine business is done in China?

4. Today’s China is a global
lens for the world

5. Loyal employees
attract
Loyal customers

6. Listening
is the gateway to
building
(and maintaining)
customer
relationships

7. Image under commons license:
https://commons.wikimedia.org/wiki/File
:Brandmobile_H.J._Heinz.jpg

8. It doesn't make any sense to try and underprice Walmart on
something like toothpaste. That's not what the customer is
looking to in a small store anyway. Most independents are best
off, I think, doing what I prided myself on doing for so many
years as a storekeeper: getting out on the floor and meeting
every one of the customers. Let them know how much you
appreciate them, and ring that cash register yourself. That little
personal touch is so important for an independent merchant
because no matter how hard Walmart tries to duplicate it - and
we try awfully hard - we can't really do it.
—Sam Walton, founder, Walmart

9. Steam, water,
mechanical
production
equipment
Division of labor,
electricity, mass
production
Electronics,
IT, automated
production
Blurring the
physical and
the digital
divide
1784 1870 1969 2017
Some innovations fundamentally disrupt the economic landscape

10. IntelligenceCloudBig Data
We now face the next disruption –
the fourth industrial revolution

12. Source: Digital, Social & Mobile Worldwide in 2015; Digital marketing statistics 2015; Social & Mobile Worldwide in 2015; IHS Identifies Technologies to Transform the World over Next Five Years; Big Data Universe
Beginning to Explode: RightNow’s Annual Research Shows 86 Percent of U.S. Adults Will Pay More For A Better Customer Experience

13. Drive engagement
& Innovation
Analyze sentiment
Listen everywhere

14. Real Madrid
Capture social media behavior and enrich
CRM contacts
Enable marketing to build better personalized
content and target lists
Support sales and service organizations with a
complete 360 degree customer view
“We can create a one-to-one
relationship with fans around the planet
with the Microsoft solution, connecting
this huge community of people and
making the experience of being a
supporter of Real Madrid much better.”
José Ángel Sánchez
CEO
Real Madrid C.F.

15. Digital Transformation is Business Innovation
Objectives
thyssenkrupp wanted to better monitor their more than
1.1 million elevators worldwide. Lack of insight led to
downtime and unpredicted failures in some of the world’s
most famous buildings
Tactics
They connected thousands of sensors embedded in their
elevators to the cloud to monitor real-time performance
and proactively address issues with Microsoft technology
Results
• Reduced costs for thyssenkrupp and its customers
• Increased reliability through predictive maintenance and
rapid, remote diagnostic capabilities
Maintenance in progress
Scheduled Maintenance
• Hydraulic/Passenger Elevator
• Replace brake shoes
• Check AC motor for health
!
!NEXT STOP

18. Listening to Win
1. Listening is a culture, not only
an activity. Customers want to
feel respected and understood –
and they can help your
organization learn
2. Technology can help you listen
better. Explore new ways to
shape your culture and enhance
B2B and B2C customer
engagements
3. Lead from any role to be the
change you want to see.
Innovate products, operations and
business models by listening
USE AN IMAGE,
ICON(s), ANIMATED
GIF, VIDEO@aaronpa | aaronpainter.com