Beth Harte's presentation at PodCamp Philadelphia 2010 on Using Social Media to Become a Customer-Centric Organization.

1. Using Social Media to Become a
Customer-Centric Organization
Beth Harte
PodCamp Philly – October 2, 2010

5. Image Source: chelseanovak.files.wordpress.com

6. Image Source: www.encorekb.com

7. Image Source: www.fhpentertainment.com

9. Image Source: www.mspmentor.net

10. Image Source: http://www.puchipetwear.com

12. The Customer-Centric
Organization
Finance/Acct Operations
Customers
Marketing Logistics
Products
Top Management
Source: IMC The Next Generation, Schultz & Schultz 2004

13. Image Source: www.hsc.wvu.edu

14. Who are your customers?
Image Source: www.aarpglobalnetwork.org

15. What’s Their Buying
Behavior?
Awareness
Information Search
Evaluation of Alternatives
Purchase
Post-Purchase Evaluation

16. Image Source: communityblog.yelp.com

17. Image Source: www.textually.org

18. Social CrM

19. Image Source: resourceactionprograms.org

20. Image Source: http://blog.nielsen.com

21. Image Source: yoga.digital-spa.com

22. •Image Source: http://collectionsetc.files.wordpress.com

23. Do you know the Value of
Your Customers?
Image Source: www.ecu.edu/cs-admin

25. Image Source: http://cdn.sheknows.com
Image Source: http://www.rescuegreen.com

26. Image Source: http://blog.blacknight.com

27. Plan. Plan. Plan. Image Source: www.lowesforpros.com/

28. Image source: http://rlv.zcache.com

29. Image Source: http://www.secretstoultimateliving.com/

31. Estimating return on
Customer Investment
Image Source: www.keplerfinancial.com/kepler-website

32. Image Source: www.wealthcreationprofessionals.com

33. Image Source: http://www.theautochannel.com

34. Evaluate & Plan. Plan. Plan.
Image Source: www.xhtml-css-code.com

35. Image Source: http://farm3.static.flickr.com/2268/2094281797_9b28def2f7.jpg

36. Image Source: lib.uwo.ca

37. Image Source: art4linux.org

38. The Value of IMC
Relationship
Advocates / Product/
End Users Service
Price / Customer Channel/
Distribution
Value
Communication
Accessibility / Brand
Source: IMC The Next Generation, Schultz & Schultz 2004

39. Image Source: http://www.journeyunitedmethodist.com

40. Are you
relevant?
 Are you delivering products
and services your
customers want/need?
 Is your communication
relevant, compelling and
meaningful?
 Are customers finding you
where they want to?
Image Source: http://nfn.com.au

41. Is there
receptivity?
 Are you reaching
customers when they
are most receptive?
 Do you understand
how they want to
communicate or be
communicated with?
Image Source: onlygizmos.com

42. What’s the level
of response?
• How easy is it for a customer to
respond to your offerings?
• Are you easy to do business
with?
• Is every point of contact
knowledgeable?
• Can you respond with agility?
Image Source: www.resourcefulevents.com

43. Is there
recognition
?
• Do you recognize
customers and their
transactions or
history with you?
• Do customers
recognize you in a
sea of brands?
Image Source: timingequity.com

44. Is there a relationship?
• PR & Marketing CANNOT create relationships
• Relationships are determined and created by
the customer
• Do customers pull you
to them?

45. Image source: commons.wikimedia.org

46. let’s have a conversation,
shall we?
Image source: venturebeat.com

47. Thank You!
Where to find me:
Twitter:
 @bethharte
 #IMCchat (Wednesdays 8pm)
Facebook:
 www.facebook.com/bethharte
LinkedIn:
 www.linkedin.com/in/bethharte
Blog:
 www.theharteofmarketing.com