WELCOME

The New Rules of Customer
Service – Participate or Perish

       THANK YOU!

         May 26, 2009
Value Proposition:
              • Education:
                Webinars/Research
              • Best Practices
           ...
Exciting Changes:
  • Membership Now FREE:1,300 +
  • New Research
  • Gen Y Panel Hits The Road – Internet
    Retailer S...
Steve Rubel,
   SVP, Director of
  Insights Edelman
       Digital
  Micro Persuasion
       Ad Age




Our Featured Speak...
“Satisfaction Guaranteed”
Participate or PRESENTATION
 SOCIAL MEDIA Perish

Steve Rubel, SVP/Director of Insights
Edelman ...
6
TREND: People are turning to social media to
    get their problems resolved. This has a direct
    impact on brands as cu...
Amanda Mooney, Digital Media Strategist

8
SATISFACTION GUARANTEED:
                                                     The Opportunity


                          ...
THE BABY MONITOR PRINCIPLE

10
STEP 1 :REGULARLY AUDIT THE ENTIRE
 ONLINE EXPERIENCE
11
12
13
14
15
16
17
STEP 2 : SET UP DIGITAL EMBASSIES




18
19
20
21
22
23
24
25
26
27
28
STEP 3 :BE PREPARED TO ACT QUICKLY




29
30
31
32
“Satisfaction Guaranteed”
Participate or PRESENTATION
 SOCIAL MEDIA Perish

Steve Rubel, SVP/Director of Insights
Edelman ...
Blog
Question Forum
Research
Case Studies



Social Networks
Micro-Blogging




       Resources
The Next Webinar:
                  http://thepmn.org




                  Register with promo
                  code DVY...
Start and continue the
     conversation.
        THANK YOU




      INFO@THEPMN.ORG
  mdellapenna@aitisolutions.com
    ...
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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 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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The New Rules of Customer Service - Participate or Perish

  1. 1. WELCOME The New Rules of Customer Service – Participate or Perish THANK YOU! May 26, 2009
  2. 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. 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. 4. Steve Rubel, SVP, Director of Insights Edelman Digital Micro Persuasion Ad Age Our Featured Speaker
  5. 5. “Satisfaction Guaranteed” Participate or PRESENTATION SOCIAL MEDIA Perish Steve Rubel, SVP/Director of Insights Edelman Digital steve.rubel@edelman.com | twitter.com/steverubel
  6. 6. 6
  7. 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. 8. Amanda Mooney, Digital Media Strategist 8
  9. 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. 10. THE BABY MONITOR PRINCIPLE 10
  11. 11. STEP 1 :REGULARLY AUDIT THE ENTIRE ONLINE EXPERIENCE 11
  12. 12. 12
  13. 13. 13
  14. 14. 14
  15. 15. 15
  16. 16. 16
  17. 17. 17
  18. 18. STEP 2 : SET UP DIGITAL EMBASSIES 18
  19. 19. 19
  20. 20. 20
  21. 21. 21
  22. 22. 22
  23. 23. 23
  24. 24. 24
  25. 25. 25
  26. 26. 26
  27. 27. 27
  28. 28. 28
  29. 29. STEP 3 :BE PREPARED TO ACT QUICKLY 29
  30. 30. 30
  31. 31. 31
  32. 32. 32
  33. 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. 34. Blog Question Forum Research Case Studies Social Networks Micro-Blogging Resources
  35. 35. The Next Webinar: http://thepmn.org Register with promo code DVYN04 & receive a 30% discount! http://twtrcon.com/ What’s Up Next?
  36. 36. Start and continue the conversation. THANK YOU INFO@THEPMN.ORG mdellapenna@aitisolutions.com rthomas@aitisolutions.com

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