Despite the powerful tools available in marketing today, James La Barrie of DropZone Marketing shares the power of word of mouth by delivering amazing customer service at every point of interaction.

1. THE WAY FORWARD
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3. why should we change our mentality?
• who our customers are
• how they communicate
• how we get information
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Who
our
customers
are.
MILLENNIALS.

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Born between 1982 - 2000
Largest generation in the world - 80 million in the US
Millennials: What You Should Know
Most educated generation in history.
Digital Natives - not needing to adapt to the internet
age.
No rush to get married. Only 26% are married.
Liberal, independent thinkers

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Millennials: What You Should Know
81% are on Facebook
55% have taken ‘selfies’
Only 19% say people /businesses can be trusted.
High levels of student debt, poverty & economic
hardship.
78% would spend money on an event over buying
something.
#FOMO

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We’re addicted.
How We Communicate
and get information.

8. WORD OF MOUTH
MARKETING
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12. Companies Embracing Change
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22. Our Customer’s Experience
Needs graphic
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27. CASE STUDY

29. A CUSTOMER SERVICE
COMPANY
• GETTING A REFUND
• HOWTHEY HIRE
• 2+ HOUR PHONE CALLS
• 9 HOUR PHONE CALL
• BECKY JOHNS @ SXSW
• CALL AT MIDNITE

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20 DZ CUSTOMER TOUCH POINTS
Road Signs Car Park Check-In Training
Website PhoneSocial Media
JumpsuitsInstructor Videographer Plane
Ascent Free Fall Wait Time for Media
Media Closing
Wait Times Bathrooms Hangar Snack Bar

32. YOUR DREAM DATE
SCENARIO:
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34. What’s Our Role?be passionate
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35. What Are We Selling?
THE
SINGLE GREATEST THING
TO DO ON THE PLANET!!
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36. great marketing without
connection
is just like everyone else
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37. connection combined
with great marketing
is
POWERFUL
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39. Passionate People
"Uninspired people rarely do inspired work.
Passionate people in an organization are
different. They do ordinary things
extraordinarily well......."
"Customers don't have relationships with
organizations; they form relationships with
individuals. Passionate employees, whether
they are salespeople, technicians, or service
reps, constantly show their commitment to
customers. They do this by demonstrating
their passion about what they do."
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40. CUSTOMER SERVICE
IS YOUR BEST MARKETING PLAN
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41. On the web: http://dropzone.marketing
Follow me: facebook.com/dropzonemarketing
Presentation: slideshare.com/
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