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Customer Relationships and Loyalty in Social Media

A recent presentation I had given at Social Media Week, Bangalore on Relationship and Loyalty Management

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Customer Relationships and Loyalty in Social Media

  1. 1. WHY DON’T YOU LIKE ME? An Insight into Brand-Consumer Relationships and Managing Loyalty
  2. 2. WHY SHOULD CONSUMERS LIKE YOU?
  3. 3. THE RELATIONSHIP BEGINS WITH THE CONSUMER AND CONTINUES TO THE BRAND
  4. 4. THE 4Ps HAVE CHANGED
  5. 5. SAY HELLO TO THE 7Ps OF SOCIAL MEDIA MARKETING
  6. 6. POSITION PERFORMANCE PROXIMITY PRICE PRESENCE PERCEPTION PROMOTION
  7. 7. WHAT’S HAPPENING IN 2015…
  8. 8. GIVE ME YOUR WALLET… NOW
  9. 9. LET’S GO SHOPPING…
  10. 10. YOUR DEVICE IS A SOCIAL BEING…
  11. 11. WHAT IS PRIVACY ANYWAY?
  12. 12. THE AGE OF ANTISOCIALISM…
  13. 13. THE ONLINE WORLD IS CHALLENGING
  14. 14. HOW MUCH IS TOO MUCH?
  15. 15. DO I KNOW YOU?
  16. 16. THANK YOU FOR CALLING CUSTOMER SERVICE HOW CAN OUR CEO HELP YOU?
  17. 17. KNOWLEDGE IS POWER
  18. 18. CREATE SUSTAINABLE BRAND GROWTH
  19. 19. ENGAGEMENT = LOYALTY + COMMUNICATION
  20. 20. THE PLATFORM DOESN’T MATTER
  21. 21. IT’S NOT ABOUT LOYALTY CARDS
  22. 22. IMPROVE STAKEHOLDER LOYALTY
  23. 23. MARRY INBOUND & OUTBOUND
  24. 24. CLEAR OBJECTIVES DRIVE METRICS
  25. 25. DRIVE GROWTH & PROFITABLITY
  26. 26. IMPROVE BRAND SHARABILITY
  27. 27. REDUCE COMPETITOR AFFAIRS
  28. 28. FORGET PROGRAMS CREATE PRODUCTS
  29. 29. BUILD NATURAL ROI
  30. 30. FREQUENT VISITS SPEND PER VISIT PROMOTION PARTICIPATION COST OF REWARDS COST OF PROGRAMS NET REVENUE INCREASE
  31. 31. QUALITY DRIVES QUANTITY
  32. 32. INTEGRATE MEDIA, CUSTOMER & TRANSACTION TOUCHPOINTS
  33. 33. DERIVE CONSOLIDATED CONSUMER DATA
  34. 34. UNDERSTAND THE SEGMENT OF ONE
  35. 35. BUILD THE RELATIONSHIP Questions for the speaker @INpressionist in.linkedin.com/in/shyamnair/en

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