Athens June 2 2012

Innovative Strategies for Customer OutreachGlobal Summit of Women

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Agenda

1.Customer Centric Model2.Innovation-best practices 3.Communities

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Customer Centric Model

Creating a positive consumer experience at the point of sale and post-sale.A customer-centric approach can add value to a company by enabling it to differentiate itself from competitors who do not offer the same experience.

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4 key aspects of Customer.

Channels: Choice and integration

Product :Simple and easy

Incident management

Fast and effective

Communication:Ask, listen, act…

How can we innovate?

Innovation Best Practices

Case 1: BBVA- Global Bank

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Retail Bank group +150 yearsLeader in Spain1st Financial institution in MexicoTop 15 banks in USA in deposits volume presence in +30 countries104.000 employees47M clients900.000 shareholdersInnovation centre since 2005

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BBVA

Through Easybank Concept, BBVA is integrating all distribution channels to focus on the client driving freedom of choice

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BBVA

BBVA has designed the office of the future, a shopping space that is just another channel

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BBVA

BBVA is an example of how you can integrate channels to acquire, serve and engage your clients

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Case 2: VITALIA- Healthcare medium Company

Network of Elderly day care center2004 by Entrepreneur Catalina HoffmanInnovative Hoffman MethodFranchise business model35 centers in SpainPlan to open in Mexico, Colombia & BrazilCase study in HBS

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VITALIA: Service/product innovation

Clients (2) needs not fulfilled were the basis of the Hoffman method. Holistic approach for elderly care.

Hoffman method, intelectual property

Initial Assessment and multidiscipline follow

up

Personalized treatment

Short, medium and L-Term goals

Treatment implementation

Monthly follow up reports

Familiy schools

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VITALIA: Communication

Vitalia has innovated in Customer communication channels both for acquisition and engagement

Content Marketing - Generates relevant contents and stories- Media Coverage. Own TV and radio Programs

Access to clients progress through web platform. Social media (twitter, facebook) to engage clients and provide information of interest

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Case 3: OnRetrieval

Small Spanish company specialized in data recovery in devices and operative systems.Funded in 2005Presence in Spain, Latin America and IsraelTech partners in different countries (Spain, USA, Canada, Russia)Small structure, highly de-localize

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OnRetrieval: Social Media

How a small company can maximize social media and new technology to reach customers 24x7 Customer service through telephone, email, chat, Skype, Facebook and twitter.

Provides relevant and very specialized contents for clients and prospects through twitter, YouTube and its blog (do´s and don'ts, news, offers, etc)

Maximizes social media potential outsourcing google positioning (SEO) and uses tools to find semantics related to its service to proactively approach potential clients.

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OnRetrieval : Pricing

OnRetrieval operates on a success fee based strategy that has proven to be very successful Devises Collection, delivery and budget are free.

OnRetrieval only charges the customer if data has been recovered (96%)

Since implementing this strategy budget acceptances had increased from 60% to 80%.

Communities

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Benefits

Look for the communities that fit your business needs (sectors, geography, goals)

Participate and shareBe aware of new business and customer trendsLearn, Business Schools

To innovate we need to be updated, constantly searching for new ideas and have the right network

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Global Summit

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Red Innova

Annual Global Conference for Tech Entrepreneurs that provides access to unique speakers, investors and workshops in New York, Brazil and Spain.

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INICIADOR

Entrepreneurs network which goals are promoting and facilitating entrepreneurship. Started in Spain and has recently been launched in Silicon Valley and Tokyo.

Monthly meetingsSpecial eventsAccess to experts and investors

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