2015 NCET Expo: Paul Klein - How To Turn Your Customers Into Brand Champions
Transcript of 2015 NCET Expo: Paul Klein - How To Turn Your Customers Into Brand Champions
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White RabbitNCET Expo 2015
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Paul KleinCreative Director
12 yearsB.A./M.B.A.40+ awards
White RabbitCreative Agencyweb, apps, marketingReno/L.A. 25 rabbits
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How to turn your customers intobrand champions
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Customers drivebrands, because customers are media.
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Your product mustbe great, customer service even better.
1.
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Listen andinteract to build relationships.
2.
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Establish abranded hashtagfor customers to use.
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Add an ambassador program, peoplelove to share.
4.
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Reward andsurprise your superfans.
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Why itmatters...
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A new customercosts 7x more thanan existing one.~ Bain & Company
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The probability of selling to an existing customer is 70%.~ Marketing Metrics
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Happy customers tell approx. 5 peopleabout their experience.~ White House Office of Consumer Affair
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Key takeaway to building brandchampions...
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Make yourcustomers’hearts sing!
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