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GENESIS OF 10 DEMANDMENTS

EARN MY TRUST

RESPECT, INTEGRITY, ADVOCACY, QUALITY.

- Brand Trust is a fluid commodity that ebbs & flows with each experience

- strength is a revolving door that opens & closes on multiple channels at eachturn- A bad experience in one channel can smear the brand in all its channels

- every opportunity to grow consumer trust is also planted with the seeds of brand extension

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GENESIS OF 10 DEMANDMENTS

INSPIRE ME

CONNECTION ( EMOTIONAL) THRU IMMERSIVE EXPERIENCES

-If you capture customer’s imagination then you can connect better 

-Experience devoid of real emotional connection is hollow

-Inspiration, the ultimate form of communion between the Co. and its consumers

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GENESIS OF 10 DEMANDMENTS

MAKE IT EASY

SPEED, SIMPLICITY, RELEVANCE. DON’T CONFUSE COMPLEXITY WITH PROGRESS.

-people seek to live lives, not spend their lives.

-We crave for simplicity & ease as the antidote to constant frustration& confusion.

-Backlash against complexity is happening online & off.

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GENESIS OF 10 DEMANDMENTS

PUT ME IN CHARGE

EXPECTS CHOICE, CONTROL OF THEIR LIVES

-Giving greater control puts them in greater control of their lives

-View your customer connections as dialog instead of monolog

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GENESIS OF 10 DEMANDMENTS

GUIDE ME

TOO MUCH WHITE NOISE TOO LITTLE CONTEXT – FILTER CHAOS WITHADVICE, INFORMATION & EDUCATION

-Good advice & guidance are welcome from people who understand difference betweenshoving & showing.

- any brand runs a risk that tries to become a part of people’s lives than it has the right tobe.

-Migration from hard sell and fast hand shake to newer softer methods.

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GENESIS OF 10 DEMANDMENTS

24 x 7

ANYTIME, ANYWHERE ACCESS……

-we live in a world where pace has overtaken precision.

-The unthinkable, a generation ago is now unremarkable.

-One channel’s fumble may eventually lead to a domino effect in loyalty if unresolved.

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GENESIS OF 10 DEMANDMENTS

GET TO KNOW ME

LISTEN, LEARN ON REAL LIVES DON’T JUST DIVE INTO DATA POOL

-There is big difference between personal experience and too- personalexperience.

-Knowing your customers also means not showing off if you know more thanthey do.

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GENESIS OF 10 DEMANDMENTS

EXCEED MY EXPECTATION

OVERDELIVERING THRU UNCOMMON COURSIES, SURPRISING SERVICES.

-Deliver an experience that transcends the actual purchase.

-Striving to exceed expectations, Companies are raising the bar for themselves & others.

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GENESIS OF 10 DEMANDMENTS

REWARD ME

REWARD LOYALTY WITH POINTS PROGRAMS, PRIVILEDGED ACCESS.

- junkie freebies probably sit unused in drawer attracting more dustthan loyalty.

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GENESIS OF 10 DEMANDMENTS

STAY WITH ME

DELIVER POST- PURRCHASE PROMISES TO MAKE THEM STAY WIYHYOU.

- iconic brands are built on the legacy of long term emotional

connections.

-Consumer loyalty not to be taken for granted, it must be won again& again.

-Greatest battlefield for relationship is wide- open spaces betweeninteractions

-When you are close good things happen.

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