Newcastle Chamber of Commerce
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The document discusses the importance of word-of-mouth marketing and creating remarkable customer touchpoints. It provides statistics on daily brand discussions and emphasizes focusing on customers who will talk about the brand. Businesses are encouraged to give these customers something noteworthy to share and make it easy for them to spread the word. The goal is to convert routine interactions into memorable experiences throughout the customer experience.
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Newcastle Chamber of Commerce
- 1. Newcastle Chamber • Integrity • Responsibility • Courage
- 2. Newcastle Chamber • Integrity • Responsibility • Courage
- 3. PEMCO Mutual Insurance Company • Customer centric • Relationship led • Values based • Hyper-local • Challenger brand • Integrity • Responsibility • Courage
- 4. Newcastle Chamber • Integrity • Responsibility • Courage
- 5. Newcastle Chamber • Integrity • Responsibility • Courage
- 6. “I will spend more time working ON my business than IN my business”
- 7. Newcastle Chamber • Integrity • Responsibility • Courage
- 8. “I will spend more time asking questions than I spend giving answers”
- 9. decisions every business and marketer can • Integrity (and should) make! • Responsibility • Courage
- 10. 1. Decide to listen 2. Decide to be affected 3. Decide to respond • Integrity • Responsibility 4. Decide to be engaged • Courage
- 11. Newcastle Chamber • Integrity • Responsibility • Courage
- 12. “I will focus more on knowing my customers and less on my customers knowing me”
- 13. Newcastle Chamber “Show me that you know me in ways that • Integrity others • Responsibility • Courage don’t”
- 15. Newcastle Chamber • Integrity • Responsibility • Courage
- 16. “I will convert routine interactions to remarkable touchpoints throughout my business”
- 17. Routine or Remarkable? Touchpoint: the point of contact, especially when products or services come • Integrity into contact with a customer • Responsibility • Courage
- 18. Routine or Remarkable? • Integrity • Responsibility • Courage
- 19. Routine or Remarkable? • Integrity • Responsibility • Courage
- 20. Routine or Remarkable? • Integrity • Responsibility • Courage
- 21. Routine or Remarkable? • Integrity • Responsibility • Courage Tuned Pale Ale
- 22. Word of mouth is the most powerful form of marketing there is! source | “Digital Marketer Report, Experian – 2011
- 23. US consumers have at least one daily brand-related discussion… face-to-face – 93% voice-to-voice – 45% Online – 22% source | Keller Fay & Yahoo! study (June 2010)
- 24. Remember the basics… Know your Talkers… Give them something to talk about… • Integrity • Responsibility • Courage Make it easy to share.
- 25. And remember… • Integrity • Responsibility • Courage
- 26. Thanks for “Listening” – Questions? PEMCO Insurance: V.P. and CMO WOMMA: Board of Directors ----------- Follow Rod on Twitter: @NW_Mktg_Guy source | Nielsen study (August 2010)