customer relationships and loyalty in social media
TRANSCRIPT
WHY DON’T YOU
LIKE ME?
An Insight into
Brand-Consumer Relationships
and Managing Loyalty
WHY SHOULD CONSUMERS LIKE YOU?
THE RELATIONSHIP
BEGINS WITH THE CONSUMER
AND CONTINUES TO THE BRAND
THE 4Ps HAVE CHANGED
SAY HELLO TO
THE 7Ps OF SOCIAL MEDIA MARKETING
POSITIONPERFORMANCE
PROXIMITYPRICE
PRESENCEPERCEPTIONPROMOTION
WHAT’S HAPPENING IN 2015…
GIVE ME YOUR WALLET… NOW
LET’S GO SHOPPING…
YOUR DEVICE IS A SOCIAL BEING…
WHAT IS PRIVACY ANYWAY?
THE AGE OF ANTISOCIALISM…
THE ONLINE WORLD IS CHALLENGING
HOW MUCH IS TOO MUCH?
DO I KNOW YOU?
THANK YOU FOR
CALLING CUSTOMER SERVICE
HOW CAN OUR CEO HELP YOU?
KNOWLEDGE IS POWER
CREATE SUSTAINABLE BRAND
GROWTH
ENGAGEMENT = LOYALTY + COMMUNICATION
THE PLATFORM DOESN’T MATTER
IT’S NOT ABOUT LOYALTY CARDS
IMPROVE STAKEHOLDER LOYALTY
MARRY INBOUND & OUTBOUND
CLEAR OBJECTIVES DRIVE METRICS
DRIVE GROWTH & PROFITABLITY
IMPROVE BRAND SHARABILITY
REDUCE COMPETITOR AFFAIRS
FORGET PROGRAMS
CREATE PRODUCTS
BUILD NATURAL ROI
FREQUENT VISITSSPEND PER VISIT
PROMOTION PARTICIPATIONCOST OF REWARDS
COST OF PROGRAMSNET REVENUE INCREASE
QUALITY DRIVES QUANTITY
INTEGRATE MEDIA, CUSTOMER &
TRANSACTION TOUCHPOINTS
DERIVE CONSOLIDATED CONSUMER DATA
UNDERSTANDTHE SEGMENT OF ONE
BUILD THE RELATIONSHIP
Questions for the speaker
@INpressionist
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