Post on 19-Jul-2015
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Welcome to Today’s Webinar
Capitalizing on Your Customer Conversations
@SPLICESoftware #ConversationROI
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HOST: Chelsea Kaefer MC: Marcia Bastos PANELIST: Tracy Bradley
Meet Your Hosts#ConversationROI
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Webinar Sponsor
SPLICE Software provides personalized, Data-Driven™ and relevant communications to customers across their preferred channel. We provide full-service software solutions to make customer conversations the best they can be through:
Personalized MessagingLinguistically Optimized ScriptProfessional Voice Talents
#ConversationROI
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Capitalizing on Your Customer Conversations
How to make the most of conversations. Maximize your Conversation ROI!
#ConversationROI
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The Benefits of a Great Conversation
Linguistically Optimizing Customer Communications
Strategic Messaging Best Practices
Turning Your Conversations into $$$
Real World Implementations
What you will Learn:#ConversationROI
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How do social or cultural environments
interact with language?
Conversation 101#ConversationROI
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“If you talk to a man in a language he understands, it
goes to his head.
If you talk to him in his language, that goes to his
heart.”
#ConversationROI
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Why connect with customers on a deeper level?
When you speak with a person, a reward center in our brains is activated.
Dr. Matthew Lieberman
Reward Centers#ConversationROI
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It’s about taking the time to go back to the drawing board…
A conversation should have the following:
Trust & Authenticity Relevance Measureable Value
Linguistic Optimization#ConversationROI
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Don’t talk to strangers
Trust & Authenticity#ConversationROI
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Don’t talk to strangers
Always make an introduction
Foster familiarity in your conversations
and listenership will increase!
Trust & Authenticity#ConversationROI
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You lost me…
Make sure to personalize messages
with relevant content
If you are not concerned with your audience’s needs, why would they
listen?
Relevance#ConversationROI
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Time is of the essence!
77% of consumers say that valuing their time is the most important thing a company can do.1
1Forrester, 2014
Measureable Value#ConversationROI
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Strategic Messaging
Industry Best Practices
Contractions
Short Sentences
Short Words
Using What You Have Customer Data
#ConversationROI
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Before you attempt to communicate, make sure you’re being safe and smart in every communication channel.
FCC & CRTC
Identify who you are & why you’re reaching out
Always give the option to opt-out
Only contact warm leads
Existing business relationships Express consent
Keep it Legal#ConversationROI
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Especially when dealing with your customers information, they need to know that you are keeping them safe!
Privacy Policies
Data Security
Authentication
Outbound Messaging Inbound Messaging
Keep it Safe#ConversationROI
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A conversation with your customers requires an artfully crafted and seamless experience…
Online & Phone are Customer Preferred Channels*
Forrester 2014
Choosing Your Channel#ConversationROI
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Meet your customers expectations by keeping them aware, being proactive and serving them better.
Manage: Expectations
Market: Value PropositionsDrive customer engagement with segments, personalized offers and notifications.
Measure: EverythingWatch and listen to how your customers respond to improve future engagement.
#ConversationROI
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DON PEPPERS @DonPeppers
“Integrated marketing incorporates an individuals customer’s own perspective
into all customer-facing functions”
#ConversationROI
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Inbound call volumes = $$$ Savings
Traffic = $$$ Sales
Word-of-mouth referrals = $$$ New Accounts
Channel fees = $$$ Savings
The Dollars and Cents#ConversationROI
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In Summary…#ConversationROI
Your Relationships Benefit from a Great Conversation
Linguistically Optimized Customer Communications Garner More Attention
Use Best Practices to Create Your Messages
= See the $$$ come in!
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Submit questions on Twitteror via Webex chat
@SPLICESoftware#ConversationROI
#ConversationROI
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Check your inboxes for our latest White Paper!
Thank You!#ConversationROI