The Human Element is the vital connective tissue that makes customer engagement possible. Understanding why and how this can potentially impact marketing, sales and service endeavors within an organization is critical to an organization’s success. This element is part of a series of five and is an extension of the previous presentation - The Five Powerful Elements of Customer Engagement. For more customer engagement information, connect with me on twitter: @johnemerritt to keep up with the latest information and new presentations coming.

1. The Human Element
The first of 5 Powerful Customer
Engagement Elements
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2. • A short while back, I published the
presentation five powerful elements of
customer engagement. I asked if there was
an interest in an extended version of the
slideshow and there was an overwhelming
response. What will follow is the first in a
series of Five. This is the Human Element.
Each of these decks are a collection of ideas
and insights about each element of customer
engagement.
• I hope you find this series useful, inspiring
and thought provoking.

3. • Just Keep in Mind That…
• Customer Engagement is not Rocket Science
• While we may think go customer engagement
as a very complex and highly advanced part
of society, it’s really as simple as everything
else we do in our daily lives.
• As you go through this presentation, the one
thing that I’d ask you to keep at the forefront
of your mind is that simplicity drives
successful customer engagements not
complexity.

4. • So Where Does Customer Engagement
Begin? Good Question.

5. • 1 – People are Real.
• 2 – People rely on Trust.
• 3 – People Talk.
• 4 – People have a Life.
• 5 – People don’t’ Forget.

6. • The Vital Connective tissue across each
element are the people whom are to be
engaged.

7. • The Key to Customer Engagement is
People

8. • Which Leads us to the First Element in
Customer Engagement

9. • The Human Element

10. • We Are Human.
• People are Real. They don’t want to be a
number but they want a relationship that
works best for them.

11. • So we start dabbling in channels with no
guarantee of a solid commitment, but it
might get their attention.

12. • And while numbers may paint a picture if
how many connections made, What value
do they really offer?

13. • Perhaps value in the number is an
indication of influence.
• The Halo Effect
• Through the “halo effect” idea, first
impression can influence subsequent
judgments of perceived credibility.

14. • Does this mean that a person would build
an instant relationship or immediately buy
stuff? Not exactly.

15. • So what can we do as marketers to make
this happen?

16. • Well, out job is not getting people from A to
B to C, it’s creating value.

17. • So the value marketers can create is by
encouraging people to engage

18. • Giving them something to believe in
through first hand experiences.

19. • …people will never forget how you made
them feel.

20. • Focusing on that is better than any
possible chance at gambling on each
potential relationship

21. • So Always Remember That
• Customers = People

22. • People = Human
• Vital to Customer Engagement

23. • Without people, there can be no customer
engagement.