Stop the Paradox

STOP THE PARADOX

@Emiel1

@Steven_InSites #cm48

Word-of-Mouth is growth driver

We manage Word-of-Mouth

@Steven_InSites #cm48

73% - Word-of-Mouth is growth driver

20% - We manage Word-of-Mouth

Client happiness is important

Client service is too expensive

TO 73% IN 5 YEARS

FROM 40% IN 5 YEARS

UNDER DELIVER

OVER PROMISE

@Steven_InSites #cm48

@Steven_InSites #cm48

NEVER REPLY TO CUSTOMER QUESTIONS

11% : through customer service

24% : on branded social media

28% : on social media

@Steven_InSites #cm48

Every client is important

if only a couple of hundred are unhappy…. oh well

@Steven_InSites #cm48

40%negative

@Steven_InSites #cm48

40%negative

7%negative

JOIN, BECAUSE THE TONE OF VOICE WILL CHANGE

THREE STRATEGIES:

16% 77% 7%

ONLY 1 OPTION

I suck at everything I do

CREATE CONTEXT FOR SUCCESS

HAS A COMMUNITY: 38%

HAS A COMMUNITY: 38%

HAS A COMMUNITY: 38%

HIGHER GROWTH RATE

NEW KPIS: 38%

NEW KPIS: 38%

change

PRODUCTDEVELOPMENT

CO-CREATE

TOUCHPOINTS EXPERIENCE

CONVERSATIONSON & OFFLINE

CONSUMER SAFARI

PEERS ADVOCATES

COLLEAGUES JUDGES

CONSUMER IN THE BOARDROOM

Consumers as PEERSGetting close to consumersImmersing in their daily livesUnderstanding their reality

Consumers as ADVOCATESMaking consumers identify with your brandGenerating content for them worth sharingActivating them to grow and defend your brand

Consumers as COLLEAGUESSupporting decision-makingInspiring you with their new ideasReviewing your marketing strategy & plans

Consumers as JUDGESProviding you with valuable feedbackHelping you improve performance & experienceBenchmarking you with competitors

A FINAL IDEA:

CONSUMER IN THE BOARDROOM

CCO