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Servicing Customer Passion Points Through Content & Social Media
Julie Booth SVP, Content & Social Citi, US Cards & Global Entertainment November 14, 2016 1
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From Business Priorities to Passion Points
Proprietary Products
Services
Entertainment
Cross-Franchise
Co-Brands
Social Media, Content and Innovation
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Citi – An Experiential One Stop Shop
Value Access
Experience Community
Payment
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The Game of Reporting
“You can’t control what you can’t measure,” – Tom DeMarco
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Key Takeaways
Excite and delight Center messaging on passion points Offer uniqueness Work with LOB’s to develop meaningful metrics Encourage sharing
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