Stop the Paradox
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date post
18-Oct-2014 -
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Business
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Transcript of Stop the Paradox
STOP THE PARADOX
@Emiel1
@Steven_InSites #cm48
Word-of-Mouth is growth driver
We manage Word-of-Mouth
@Steven_InSites #cm48
73% - Word-of-Mouth is growth driver
20% - We manage Word-of-Mouth
Client happiness is important
Client service is too expensive
TO 73% IN 5 YEARS
FROM 40% IN 5 YEARS
UNDER DELIVER
OVER PROMISE
@Steven_InSites #cm48
@Steven_InSites #cm48
NEVER REPLY TO CUSTOMER QUESTIONS
11% : through customer service
24% : on branded social media
28% : on social media
@Steven_InSites #cm48
Every client is important
if only a couple of hundred are unhappy…. oh well
@Steven_InSites #cm48
40%negative
@Steven_InSites #cm48
40%negative
7%negative
JOIN, BECAUSE THE TONE OF VOICE WILL CHANGE
THREE STRATEGIES:
16% 77% 7%
ONLY 1 OPTION
I suck at everything I do
CREATE CONTEXT FOR SUCCESS
HAS A COMMUNITY: 38%
HAS A COMMUNITY: 38%
HAS A COMMUNITY: 38%
HIGHER GROWTH RATE
NEW KPIS: 38%
NEW KPIS: 38%
change
PRODUCTDEVELOPMENT
CO-CREATE
TOUCHPOINTS EXPERIENCE
CONVERSATIONSON & OFFLINE
CONSUMER SAFARI
PEERS ADVOCATES
COLLEAGUES JUDGES
CONSUMER IN THE BOARDROOM
Consumers as PEERSGetting close to consumersImmersing in their daily livesUnderstanding their reality
Consumers as ADVOCATESMaking consumers identify with your brandGenerating content for them worth sharingActivating them to grow and defend your brand
Consumers as COLLEAGUESSupporting decision-makingInspiring you with their new ideasReviewing your marketing strategy & plans
Consumers as JUDGESProviding you with valuable feedbackHelping you improve performance & experienceBenchmarking you with competitors
A FINAL IDEA:
CONSUMER IN THE BOARDROOM
CCO