guy kawasaki and crm expert panel keynote: april 25, 2012
Post on 15-Sep-2014
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Enchantment and Your Customers
Achieve Likability1
Zygomatic major
muscle
“Pan Am” smile
Orbicularis oculi muscle
Make a Duchenne smile
Accept others
Default to
“yes”
Achieve Trustworthiness2
Trust others
Bake, don’t eat
Agree on something
Perfect3
Do something DICEE
DeepIntelligent
Do something DICEE
Do something DICEE
Deep
CompleteEmpowering
Elegant
Intelligent
Launch4
Tell a story
Plant many seeds
Use salient points
CaloriesCalories MilesMilesvs.
DollarsDollars Months of food
Months of foodvs.
GigabytesGigabytes Number of songs
Number of songsvs.
Overcome5
Provide social proof
Use a dataset
Use a dataset
Enchant all the influencers
Endure
“Loving Memory of Jerry Garcia” by Stephen Dorian Miner
6
Build an ecosystem
Invoke reciprocation
Don’t rely on money
Present7
Customize the introduction
Sell your dream
iPhone ≠ $188 of parts
This is 30This is 20
This is 10
30-point font
20 minutes
10 slides 10
20
Use Technology8
Remove the speed bumps
Remove the speed bumps
Sungevity
Provide value
Insights
Assistance
Information
EngageFast Flat Frequent
Enchant Up9
Drop everything else
Prototype fast
Deliver bad news early
Enchant Down10
Provide a MAP
Mastery
Autonomy
Purpose
Empower action
Suck it up
Mike Rowe, Dirty Jobs
“Resisting you is futile!”
CRM Expert Panel