Customer Touchpoints and Burn Rate

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Customer Touchpoints and Burn Rate presented by Lisa and Ky Ekinci of Office Divvy at Center for Business Excellence (CBE) 8th Annual Business Summit at Daytona Beach Hilton on May 30, 2012.

Business Technologie

Customer Touchpoints and Burn Rate Workshop will
unpack the cost of acquiring and retaining customers.

What are you spending on customer touchpoints such
as tweets, facebook posts, online ads, blogs, and
email-blasts?
Every Point
of interaction Measurement
Touch Point $$$$

Burn Rate

Impact

Reach/Results

Customer Touchpoints and Burn Rate

Customer Touchpoints and Burn Rate …The whole enchilada

Customer Touchpoint Mapping examples abound…

Customer Touchpoints and Burn Rate Customer Journey Mapping

Why map Customer Touchpoints?
$$$$

Reach/Results

Customer Touchpoints and Burn Rate Customer Journey Mapping

Measurement
Touch Point
2
Hello. I am so Glad
we are finally
Burn Rate
meeting.
Impact

I am so 3
1 happy to
be here

Under

$0.25
Per card

Customer Touchpoints and Burn Rate Business Cards

Measurement
Touch Point

Burn Rate

Impact

Customer Touchpoints and Burn Rate Business Cards

Measurement
One Time Cost
Touch Point $50.00
Template Creation
Burn Rate

Impact

Customer Touchpoints and Burn Rate Invoices

Measurement
Touch Point

Burn Rate

Impact

Set-up

$0.00
Maintenance

Customer Touchpoints and Burn Rate Email Signature Lines

…What are you
spending on key
customer
touch-points?

Content
Strategy
Relevant
Understanding Landing
Your Page
Customer

Customer Touchpoints and Burn Rate What are you spending?

Measurement
Touch Point
Initial Cost Burn Rate
=
$4,000. Impact
If 100 visitors

$40.
Per visitor

Customer Touchpoints and Burn Rate Website

Relevant
Landing
Page

Measurement Under
Touch Point $1.00
A click
Burn Rate Targeted Visitors *

Impact

Customer Touchpoints and Burn Rate Google

Under

$0.60
A click
Targeted Visitors *

Measurement
Touch Point

Burn Rate

Impact

Customer Touchpoints and Burn Rate Facebook Advertising

Under

$0.60
A click
Targeted Visitors *

Measurement
Touch Point

Burn Rate

Impact

Customer Touchpoints and Burn Rate Facebook Ads

Measurement
Touch Point

Burn Rate

Impact

Customer Touchpoints and Burn Rate Facebook Timeline

Customer Touchpoints and Burn Rate Twitter

Measurement
Touch Point

Burn Rate

Impact

Customer Touchpoints and Burn Rate Twitter

Measurement
Touch Point

Burn Rate

Impact
Relevant
Landing
Page

Under

$0.50
Per Open

Customer Touchpoints and Burn Rate Email Broadcast

Click here to view the full
presentation now, or visit
www.OfficeDi v v y.com/CBE/

Thank you

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