how can marketing and customer service work together martin hill wilson, brainfood consulting
DESCRIPTION
Martin Hill Wilson, Director, Brainfood ConsultingTRANSCRIPT
![Page 1: How can marketing and customer service work together martin hill wilson, brainfood consulting](https://reader033.vdocuments.site/reader033/viewer/2022051818/54c1b5154a7959f3508b4584/html5/thumbnails/1.jpg)
H o w M a r k e t i n g & C u s t o m e r S e r v i c e C a n W o r k T o g e t h e r A BrainFood Product © BridgeHouseConsulting Ltd 2011
![Page 2: How can marketing and customer service work together martin hill wilson, brainfood consulting](https://reader033.vdocuments.site/reader033/viewer/2022051818/54c1b5154a7959f3508b4584/html5/thumbnails/2.jpg)
H o w M a r k e t i n g & C u s t o m e r S e r v i c e C a n W o r k T o g e t h e r A BrainFood Product © BridgeHouseConsulting Ltd 2011
On The Same Page?
Different Universes?
Instant Poll
![Page 3: How can marketing and customer service work together martin hill wilson, brainfood consulting](https://reader033.vdocuments.site/reader033/viewer/2022051818/54c1b5154a7959f3508b4584/html5/thumbnails/3.jpg)
H o w M a r k e t i n g & C u s t o m e r S e r v i c e C a n W o r k T o g e t h e r A BrainFood Product © BridgeHouseConsulting Ltd 2011
Customers Now Walk Through The Silos
![Page 4: How can marketing and customer service work together martin hill wilson, brainfood consulting](https://reader033.vdocuments.site/reader033/viewer/2022051818/54c1b5154a7959f3508b4584/html5/thumbnails/4.jpg)
H o w M a r k e t i n g & C u s t o m e r S e r v i c e C a n W o r k T o g e t h e r A BrainFood Product © BridgeHouseConsulting Ltd 2011
Conclusion? It’s Becoming A Joint Effort
![Page 5: How can marketing and customer service work together martin hill wilson, brainfood consulting](https://reader033.vdocuments.site/reader033/viewer/2022051818/54c1b5154a7959f3508b4584/html5/thumbnails/5.jpg)
H o w M a r k e t i n g & C u s t o m e r S e r v i c e C a n W o r k T o g e t h e r A BrainFood Product © BridgeHouseConsulting Ltd 2011
one
agenda
![Page 6: How can marketing and customer service work together martin hill wilson, brainfood consulting](https://reader033.vdocuments.site/reader033/viewer/2022051818/54c1b5154a7959f3508b4584/html5/thumbnails/6.jpg)
H o w M a r k e t i n g & C u s t o m e r S e r v i c e C a n W o r k T o g e t h e r A BrainFood Product © BridgeHouseConsulting Ltd 2011
Develop A Common View
Of Your Customers
Action #1
Exp
erie
nces
Journeys
Lifecycle
one
agenda
![Page 7: How can marketing and customer service work together martin hill wilson, brainfood consulting](https://reader033.vdocuments.site/reader033/viewer/2022051818/54c1b5154a7959f3508b4584/html5/thumbnails/7.jpg)
H o w M a r k e t i n g & C u s t o m e r S e r v i c e C a n W o r k T o g e t h e r A BrainFood Product © BridgeHouseConsulting Ltd 2011
Do Joint
Business Planning
Progress
Dashboard
s
one
agenda
Action #2
Goa
ls
![Page 8: How can marketing and customer service work together martin hill wilson, brainfood consulting](https://reader033.vdocuments.site/reader033/viewer/2022051818/54c1b5154a7959f3508b4584/html5/thumbnails/8.jpg)
H o w M a r k e t i n g & C u s t o m e r S e r v i c e C a n W o r k T o g e t h e r A BrainFood Product © BridgeHouseConsulting Ltd 2011
Merge Customer Analytics
Engagement
Collaboration
Insi
ghts
one
agenda
Action #3
![Page 9: How can marketing and customer service work together martin hill wilson, brainfood consulting](https://reader033.vdocuments.site/reader033/viewer/2022051818/54c1b5154a7959f3508b4584/html5/thumbnails/9.jpg)
H o w M a r k e t i n g & C u s t o m e r S e r v i c e C a n W o r k T o g e t h e r A BrainFood Product © BridgeHouseConsulting Ltd 2011
Nice Theory MHW What does that look like?
![Page 10: How can marketing and customer service work together martin hill wilson, brainfood consulting](https://reader033.vdocuments.site/reader033/viewer/2022051818/54c1b5154a7959f3508b4584/html5/thumbnails/10.jpg)
H o w M a r k e t i n g & C u s t o m e r S e r v i c e C a n W o r k T o g e t h e r A BrainFood Product © BridgeHouseConsulting Ltd 2011
New Workflows
![Page 11: How can marketing and customer service work together martin hill wilson, brainfood consulting](https://reader033.vdocuments.site/reader033/viewer/2022051818/54c1b5154a7959f3508b4584/html5/thumbnails/11.jpg)
H o w M a r k e t i n g & C u s t o m e r S e r v i c e C a n W o r k T o g e t h e r A BrainFood Product © BridgeHouseConsulting Ltd 2011
Customer Communities
![Page 12: How can marketing and customer service work together martin hill wilson, brainfood consulting](https://reader033.vdocuments.site/reader033/viewer/2022051818/54c1b5154a7959f3508b4584/html5/thumbnails/12.jpg)
H o w M a r k e t i n g & C u s t o m e r S e r v i c e C a n W o r k T o g e t h e r A BrainFood Product © BridgeHouseConsulting Ltd 2011
Tap Into Customer
Creativity
![Page 13: How can marketing and customer service work together martin hill wilson, brainfood consulting](https://reader033.vdocuments.site/reader033/viewer/2022051818/54c1b5154a7959f3508b4584/html5/thumbnails/13.jpg)
H o w M a r k e t i n g & C u s t o m e r S e r v i c e C a n W o r k T o g e t h e r A BrainFood Product © BridgeHouseConsulting Ltd 2011
Encourage User Generated
Content
![Page 14: How can marketing and customer service work together martin hill wilson, brainfood consulting](https://reader033.vdocuments.site/reader033/viewer/2022051818/54c1b5154a7959f3508b4584/html5/thumbnails/14.jpg)
H o w M a r k e t i n g & C u s t o m e r S e r v i c e C a n W o r k T o g e t h e r A BrainFood Product © BridgeHouseConsulting Ltd 2011
Generate Engagement &
Mutual Learning
![Page 15: How can marketing and customer service work together martin hill wilson, brainfood consulting](https://reader033.vdocuments.site/reader033/viewer/2022051818/54c1b5154a7959f3508b4584/html5/thumbnails/15.jpg)
H o w M a r k e t i n g & C u s t o m e r S e r v i c e C a n W o r k T o g e t h e r A BrainFood Product © BridgeHouseConsulting Ltd 2011
Showcase Brand Values
![Page 16: How can marketing and customer service work together martin hill wilson, brainfood consulting](https://reader033.vdocuments.site/reader033/viewer/2022051818/54c1b5154a7959f3508b4584/html5/thumbnails/16.jpg)
H o w M a r k e t i n g & C u s t o m e r S e r v i c e C a n W o r k T o g e t h e r A BrainFood Product © BridgeHouseConsulting Ltd 2011
Evolve Into Broader
Communication Strategies
![Page 17: How can marketing and customer service work together martin hill wilson, brainfood consulting](https://reader033.vdocuments.site/reader033/viewer/2022051818/54c1b5154a7959f3508b4584/html5/thumbnails/17.jpg)
C u s t o m e r S e r v i c e T o d a y A n d T o m o r r o w A BrainFood Product © BridgeHouseConsulting Ltd 2011
What themes are starting to emerge?
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C u s t o m e r S e r v i c e T o d a y A n d T o m o r r o w A BrainFood Product © BridgeHouseConsulting Ltd 2011
18
Marketing & Customer Service can align
emerge?
LOTS
![Page 19: How can marketing and customer service work together martin hill wilson, brainfood consulting](https://reader033.vdocuments.site/reader033/viewer/2022051818/54c1b5154a7959f3508b4584/html5/thumbnails/19.jpg)
H o w M a r k e t i n g & C u s t o m e r S e r v i c e C a n W o r k T o g e t h e r A BrainFood Product © BridgeHouseConsulting Ltd 2011
Thank You
Making Contact