USC Marketing Competition
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This document discusses strategies for retaining young customers, referred to as millennials. It advocates creating an impact while customers are still young, communicating through recurring notifications and emails on topics they care about like social issues and technology. It also stresses quickly fixing problems when they occur through direct communication, and connecting customers to build a loyal community through rewards and recognition of their contributions. The overall message is that millennials want brands that actively engage them through communication, responsiveness, and a sense of community.
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USC Marketing Competition
- 1. Casper Sermsuksan | Nicholas Wang
- 2. Tommy T.
- 3. T T
- 4. T
- 5. T
- 7. Tom Me
- 9. Retain Young Talk to Me Fix My Problem Reward Me What do we learn from Tommy? 1 2 3 4 Retain Young Talk To Me Fix My Problem Reward Me! Retain Young Talk to Me Fix My Problem Reward Me
- 10. Retain Young Talk to Me Fix My Problem Reward Me Retain Young Create an impact while they are still in the nest 75% of Millennials cited friends and family as sources for information about products and brands Source: The Monogram Group
- 11. Retain Young Talk to Me Fix My Problem Reward Me Retain Young Create an impact while they are still in the nest Family Plan
- 12. Retain Young Talk to Me Fix My Problem Reward Me Retain Young Create an impact while they are still in the nest
- 13. Retain Young Talk to Me Fix My Problem Reward Me Retain Young Create an impact while they are still in the nest
- 14. Retain Young Talk to Me Fix My Problem Reward Me Talk to Me Create recurring notifications and informative emails 95% of Millennials want their brands to actively court them Source: Accenture’s Report
- 15. Retain Young Talk to Me Fix My Problem Reward Me Talk to Me Suggested Topics Social Issues New Technology Local Community 89% of Millennials are more loyal to brands that support solutions to social issues 83% of Millennials are willing to work with brands to achieve positive change Source: Cone & MSL Group
- 16. Retain Young Talk to Me Fix My Problem Reward Me Talk to Me Local Success Story Carmel Stevens State Farm Agent, LA
- 17. Retain Young Talk to Me Fix My Problem Reward Me Fix My Problem Control the damage right when it happens Customers Corporate State Farm @statefarm We are so sorry to hear that. @tommytrojan can you please tell us what happened? In the mean time, your agent @mariaSF should have contacted you via email. Thank you for being a loyal customer, Tommy! Tommy T. @tommytrojan @StateFarm had the slowest service ever! Definitely not a good experience with my first accident Social Mention Mention Topsy
- 18. Retain Young Talk to Me Fix My Problem Reward Me Share Folder Control the damage right when it happens Customers Corporate Local Agent Customers tommytrojan@gmail.com Your Recent Accident Feedback – Maria from State Farm Hi Tommy, I saw that you had an unsatisfactory experience with your service today. Can you please let me know what went wrong and how I can fix it? I am here to make sure that we provide you with a great experience! Best regards, Maria SF Fix My Problem
- 19. Retain Young Talk to Me Fix My Problem Reward Me Reward Me! Connect the dots; create the community 86% of Millennials join loyalty program Source: Forbes
- 20. Retain Young Talk to Me Fix My Problem Reward Me Reward Me! Neighbor Sticker Neighbor
- 21. 1 2 3 4 Retain Young Talk To Me Fix My Problem Reward Me!
- 22. “A Good Neighbor Builds a United Community”
- 23. 1 2 3 4 Retain Young Talk To Me Fix My Problem Reward Me! Q&A Session