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Customer experiance conference la
- 1. Customer Service on Steroids Pinny Gniwich @pinnyice
- 2. 60 ’ s 21
- 3. Educated Transparency Experience Innovative Simplicity Human
- 4. The moment of Realization
- 5. Banana theory 33
- 6. Target strategy Direct hit Mission statement Call to action Bait and switch Champion Decoy Yield
- 7. 35
- 8. 36 Brand Hell
- 9. P PEOPLE
- 10. Experience
- 12. E for Experience (not eCommerce)
- 13. The NET PROMOTER SCORE is based on ONE QUESTION: How likely are you to recommend … to a Colleague or Friend? Responses are broken into three groups: • PROMOTERS = All who scored 9 or 10 • PASSIVES = All who scored 7 or 8 • DETRACTORS = All who scored 0 to 6 NPS = % Promoters ― % Detractors
- 14. Quality Products
- 15. 5.3 million views
- 16. “ Social Media Marketing: Enables Others to Advocate for Your Business Through Compelling Content” Image credit: Ian Sane
- 17. “ Social Media is Like a Cocktail Party: Listen Then Respond” Photo Credit: The Dana Files
- 27. The Ice.com Social Media Monitoring Workflow
- 28. Listen
- 29. Some More Tools
- 30. 5 Things we have learnt Things we have learnt
- 31. Create an authentic social media presence for your brand to establish consumer trust and loyalty 1
- 39. 6250 Submissions
- 41. Leverage the value customer communities to capture customer insight 2
- 42. Our #1 Complaint
- 43. Bandwidth
- 44. Call centre volume down
- 45. Before
- 46. Add to Cart up %25
- 47. Conversion up by %11
- 50. Use customer feedback to create new revenue streams 3
- 56. 4000 New Fans
- 57. Provide individual customer feedback that is helpfuland visible to other customers 4
- 58. Engagement
- 60. Turn a negative experience into a postive interaction 5
- 61. Valentine’s Day: Jet Blue passengers are stranded for up to 8 hours on runway. They film and blog their ordeal. Soc Jet Blue understood how its reputation was being hurt online and so CEO David Neelman quickly crafted a YouTube apology.
Hinweis der Redaktion
- That ’ s when according to moi the world changed forever governments were challenged in a peaceful way and the top down approach of because I said so changed the way the world is run. The founding fathers of the internet were born to that generation , which straddles the border between France and Switze rland, publ icize d the new World Wide Web pr oject. The Web wa s invented by English scientist Tim Berners-L ee in 1 989.
- We came from mass production and mass consumption, today ’ s consumer recognizes that we deserve more Image of person with callouts as to who they are now 1. Educated 2. transparent 3. innovative 4. simplicity 5. experience most of all 6. human
- Our eyes are open to the stories we are told every day – the noise marketers make around us, no longer holds our attention. We know there is more to life choices Get clip of this show
- joke of the kid asking his parents where we come from mom says god dad says monkeys, mom thats his side of the family consumer view vs company veiw That the consumer is different and therefore needs to be treated differently pic of a monkey eating you hear conversation all the time but we don't listen we are so focused on the outcome finish the transaction conversion rate vs experience We need to cultivate our customers
- Marketing words – what comes to mind when we say these words? Why are we using them to talk about the consumer?
- Place this with the consumer Transparency is key for the web and the future of commerce
- fast food says something we want to get from point a to b and consumers in America want results now the in between is not so important companies that start focusing on the experience will succeed., the focus group in chicago we need to slow it down (a pic of a fat person near a burger king)
- Heroes gives the consumer a full experience Zappos in the airport Ebags video Border bookshelves
- Comcast video