@YourService. The business world has flipped and small business can capitalize - Frank Eliason

•

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Business News & Politics

urSe rvice
@Yo
Flipped
a s
World h
The B usiness

A Look at the World
!   The Business Evolution

!   The Human Connection

!   Colliding Worlds

!   @YourService World

volution
ines sE
The Bus ly Evolvi
ng
Co nstant

n nec tion
Huma n Co
The A Natura
l Ques
t

g Wo rlds
Co llidin
ng
o nnecti
B usi ness C
&
Hu manity

A Renaissance
!   [ren-uh-sahns, -zahns, -sahns, ren-uh-sahns, -
zahns, -sahns; especially Brit. ri-ney-suhns]

!   French for "rebirth"; Rinascimento, from ri-
"again" and nascere "be born”

!   Describes a revival in art and learning

ice World
YourS erv
An @ ations
hip Ec onomy
Th e Rel

Social
Media is
Marketing
Nirvana!

Marketer

What???

I hate this company
This product does not work

Have you called them? Ugh!
Marketer You should try working there!

This
Company
will be easy
&
helpful

Customer

I will love
the product
& service
will be great

Customer

What???

It is your fault!
Jump through these hoops to get help

We are not available
Customer The system is down

Damn it! I will
tell everyone I
know about
this company!

Customer

Our Service
Department is
great & happy!
They have balloons

Marketer

I know!
Customers
want social
service!

Marketer

They
I finally love us
got help!

Customer Marketer

Need help? Huh?
Just
complain
as loud as
you can!

Customer Marketer

Social Service is a Failure
!   Social Service is not about shutting up the loudest
Customers!

!   Each interaction must drive change through all
service channels

!   Customers prefer social! Not! Sorry this is a myth

The Winning Formula

CE x P =
Social Media Success (or Failure)

Defining CE
Company Experience is equal to:
(Product Experience +
Customer Interactions +
Employee Experience)

The Power is in You!
!   Do not be afraid to share realities upward

!   Stories Drive Change! Use them

!   Every action you take sends a message! Try a
capital ‘C’

@YourService
•  NOW AVAILABLE in harcopy,
Kindle, iBook, Nook, and other
eReader formats!
I look forward to chatting further!
@FrankEliason

What is multi-generational marketing? Everything. Communicating effectively between generations is essential for doing business in the modern world. Navigating between these generations using each group's most effective strategies without overloading your marketing schedule and budget can be difficult and sensitive. How do you begin to understand the intricacies of these groups? How do you develop a strategy and begin to execute it successfully? We can help. Contact 3Fold Communications today to schedule your Multi-Generational Marketing training session!

CX: Survival of the Fittest seminar 24th February, London

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To survive and flourish in the new digital world it’s not enough to provide desirable products and services - you have to win the hearts and minds of your audiences and distinguish yourselves from the competition. Whether your customers are members, students, clients, influencers or patients, this seminar will explore the opportunities and challenges in the end-to-end customer journey both online and offline. Cory Hughes (Head of Consultancy) and Tim O'Donnell (Director of Operations) will explain how you can adapt to your audience's changing needs using our CARE model of CX Fitness. CULTURE - Who owns the customer experience in your organisation? Why improving your customer experience, firstly means looking inward. ANALYSIS - What are the key issues and complaints your organisation face? Why understanding and acting on your data can help fix major issues in recruitment, sales and retention. RATIONAL – What product/service are you providing and how do your customers engage with you? Why meeting and exceeding expectations is critical to maintaining loyalty. EMOTIONAL – What makes you stand out from the competition? Why injecting personality into your brand and harnessing your customers ‘emotional mind’ will help create life-long advocates. - See more at: http://www.precedent.com/cxfeb2016#sthash.bsW1xkWZ.dpuf

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Smss boston2015 keith_hannonJillian Petrie

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To survive and flourish in the new digital world, it’s not enough to provide desirable products and services, you have to win the hearts and minds of your audiences and distinguish yourselves from the competition. We will provide you with a host of inspirational ways you can use digital to solve problems and improve the customer experience in your organisation by adapting to your audiences changing needs using our CARE model of CX fitness, based off our recently launched report, CX: Survival of the Fittest. CULTURE - Who owns the customer experience in your organisation? Why improving your customer experience, firstly means looking inward. ANALYSIS - What are the key issues and complaints your organisation face? Why understanding and acting on your data can help fix major issues in recruitment, sales, and retention. RATIONAL - What product/service are you providing and how do your customers engage with you? Why meeting and exceeding expectations is critical to maintaining loyalty. EMOTIONAL - What makes you stand out from the competition? Why injecting personality into your brand and harnessing your customers emotional mind will help create life-long advocates.. - See more at: http://precedent.com/our-thinking/seminars-webinars/webinar-digitally-transforming-the-customer-experi#sthash.PJ0j8qrN.dpuf

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@YourService. The business world has flipped and small business can capitalize - Frank Eliason

1. urSe rvice @Yo Flipped a s World h The B usiness

2. A Look at the World !   The Business Evolution !   The Human Connection !   Colliding Worlds !   @YourService World

3. volution ines sE The Bus ly Evolvi ng Co nstant

4. Production

5. White Collar Era

6. Golden Age of Marketing

7. The 80’s

8. The Jack Welch Era

9. n nec tion Huma n Co The A Natura l Ques t

10. Inventing from the Start

11. Always Artistic

12. Seeking Connections

13. Seeking Connections

14. Seeking Connections

15. g Wo rlds Co llidin ng o nnecti B usi ness C & Hu manity

16. A Renaissance !   [ren-uh-sahns, -zahns, -sahns, ren-uh-sahns, - zahns, -sahns; especially Brit. ri-ney-suhns] !   French for "rebirth"; Rinascimento, from ri- "again" and nascere "be born” !   Describes a revival in art and learning

17. ice World YourS erv An @ ations hip Ec onomy Th e Rel

18. Social Media is Marketing Nirvana! Marketer

19. Marketer

20. What??? I hate this company This product does not work Have you called them? Ugh! Marketer You should try working there!

21. This Company will be easy & helpful Customer

22. I will love the product & service will be great Customer

23. What??? It is your fault! Jump through these hoops to get help We are not available Customer The system is down

24. Damn it! I will tell everyone I know about this company! Customer

25. Our Service Department is great & happy! They have balloons Marketer

26. I know! Customers want social service! Marketer

27. They I finally love us got help! Customer Marketer

28. Need help? Huh? Just complain as loud as you can! Customer Marketer

29. Welcome to @YourService !   Customers and Employees own the brand !   Winning in social requires a culture shift! !   The change starts at the top

30. Social Service is a Failure !   Social Service is not about shutting up the loudest Customers! !   Each interaction must drive change through all service channels !   Customers prefer social! Not! Sorry this is a myth

31. The Winning Formula CE x P = Social Media Success (or Failure)

32. Defining CE Company Experience is equal to: (Product Experience + Customer Interactions + Employee Experience)

33. Defining P Passion

34. @YourService in Action

35. The Power is in You! !   Do not be afraid to share realities upward !   Stories Drive Change! Use them !   Every action you take sends a message! Try a capital ‘C’

36. @YourService •  NOW AVAILABLE in harcopy, Kindle, iBook, Nook, and other eReader formats! I look forward to chatting further! @FrankEliason

@YourService. The business world has flipped and small business can capitalize - Frank Eliason

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@YourService. The business world has flipped and small business can capitalize - Frank Eliason