Connecting the Dots: Let’s Join the Conversation

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For more information about the marcus evans marketing summit series: marketingseries@marcusevanscy.com Jason Bradshaw, Head of Customer Experience at Target Australia discussing Connecting the Dots: Let’s Join the Conversation at the CMO ANZ Summit 2015.

Social MediainAustralia
Facebook
14,000,000
YouTube
13,850,000
Instagram
5,000,000 1AU
LinkedIN
3,660,000
TwiFer
75%2,771,000AU
AU refers to AcHve Users

TeamMembers Customers Prospec7ve
Customers
Community
Members
Suppliers
WhousesSocial Media?

Why is Social Media so popular ?
PLEASURE …
Live,Learn,Love & To Belong

What isCustomerExperience/Engagement?
S
Success
DidIachievewhat I
want toachieve?
E
Eﬀort
Wasit easytoachieve
success?
E
Emo7on
Wasthismemorable,
engaging&authen7c?
+ +
=
Lifelong
Customers

Name and shame…
I dry heaved and I
wasn’t even there…
Still not even a
response that’s
pretty bad service…

206,600 results or approximately
1million minutes
of videos complainingabout service.

Connec:ng theDOTS>Social MediaSuccess
DM
Digital
Marke7ng
DSE
DigitalService
&Engagement
+ =
Engaged & Loyal
Customers

I am not happy with this item …what
are you going to do about it?
Thank you for contacting us, if you
send us a private message we would
be happy to assist.

“Remember when Trolls were the kings of the world?
Woo hoo! They're back and only at Target stores.”

?
Whereisyour
audience?
Howdoyouwant to
engageyouraudience
? Whoisyouraudience??
ChooseyourNetworks
? What isyourpurpose?

SomehintstobeSOCIAL
Decideonyourvoice&
matchyourcustomer
ConnectyourMarke7ng
&ServiceTeams
BeTimely
Respondtoeveryone TryStuﬀ,Learn&Have
Fun
Then…Listen&
Analyse

I’dlovetohearfromyou
Web www.jasonbradshaw.com.au
Email jason@jasonbradshaw.com.au
Cell +61423 55 77 54
@jasonsbradshaw

For more information about the
marcus evans marketing
summit series:
marketingseries@marcusevanscy.com

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Connecting the Dots: Let’s Join the Conversation

2. Connecting the Dots

4. Video Slide

5. Social MediainAustralia Facebook 14,000,000 YouTube 13,850,000 Instagram 5,000,000 1AU LinkedIN 3,660,000 TwiFer 75%2,771,000AU AU refers to AcHve Users

6. TeamMembers Customers Prospec7ve Customers Community Members Suppliers WhousesSocial Media?

7. Why is Social Media so popular ? PLEASURE … Live,Learn,Love & To Belong

8. What isCustomerExperience/Engagement? S Success DidIachievewhat I want toachieve? E Eﬀort Wasit easytoachieve success? E Emo7on Wasthismemorable, engaging&authen7c? + + = Lifelong Customers

9. Name and shame… I dry heaved and I wasn’t even there… Still not even a response that’s pretty bad service…

10. 206,600 results or approximately 1million minutes of videos complainingabout service.

11. Views 23,971 Comments 31

12. Views 14,737,111 Comments 26,055

13. Connec:ng theDOTS>Social MediaSuccess DM Digital Marke7ng DSE DigitalService &Engagement + = Engaged & Loyal Customers

14. I am not happy with this item …what are you going to do about it? Thank you for contacting us, if you send us a private message we would be happy to assist.

15. BUNKER for your Banana?

16.

17. Fans are going wild with the clever commentary. And Groupon is responding to every single comment, as innocently as a brand can while discussing what could easily be mistaken for a sex toy. Instead of a Banana Bunker. Because it's definitely a Banana Bunker. Adweek’s Roo Ciambriello

18. You can be bold …

19. Tone & Length of Reply

20. Empower your team

21. Let’s go Trolling …

22.

23. “Remember when Trolls were the kings of the world? Woo hoo! They're back and only at Target stores.”

24.

25. ? Whereisyour audience? Howdoyouwant to engageyouraudience ? Whoisyouraudience?? ChooseyourNetworks ? What isyourpurpose?

26. SomehintstobeSOCIAL Decideonyourvoice& matchyourcustomer ConnectyourMarke7ng &ServiceTeams BeTimely Respondtoeveryone TryStuﬀ,Learn&Have Fun Then…Listen& Analyse

27. I’dlovetohearfromyou Web www.jasonbradshaw.com.au Email jason@jasonbradshaw.com.au Cell +61423 55 77 54 @jasonsbradshaw

28. For more information about the marcus evans marketing summit series: marketingseries@marcusevanscy.com