BPA AGM 2016 - The Way Forward

THE WAY FORWARD

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why should we change our mentality? • who our customers are • how they communicate

• how we get information

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Who our customers are.

MILLENNIALS.

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Born between 1982 - 2000

Largest generation in the world - 80 million in the US

Millennials: What You Should Know

Most educated generation in history.

Digital Natives - not needing to adapt to the internet age.

No rush to get married. Only 26% are married.

Liberal, independent thinkers

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Millennials: What You Should Know81% are on Facebook

55% have taken ‘selfies’

Only 19% say people /businesses can be trusted.

High levels of student debt, poverty & economic hardship.

78% would spend money on an event over buying something. #FOMO

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We’re addicted.

How We Communicate and get information.

WORD OF MOUTH MARKETING

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Companies Embracing Change

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Our Customer’s Experience

Needs graphic

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CASE STUDY

A CUSTOMER SERVICE COMPANY

• GETTING A REFUND

• HOW THEY HIRE

• 2+ HOUR PHONE CALLS

• 9 HOUR PHONE CALL

• BECKY JOHNS @ SXSW

• CALL AT MIDNITE

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20 DZ CUSTOMER TOUCH POINTS

Road Signs Car Park Check-In Training

Website PhoneSocial Media

JumpsuitsInstructor Videographer Plane

Ascent Free Fall Wait Time for Media

Media Closing

Wait Times Bathrooms Hangar Snack Bar

YOUR DREAM DATE

SCENARIO:

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What’s Our Role? be passionate

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What Are We Selling?

THE SINGLE GREATEST THING TO DO ON THE PLANET!!

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great marketing without connection

is just like everyone else

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connection combined with great marketing

is POWERFUL

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Passionate People

"Uninspired people rarely do inspired work. Passionate people in an organization are

different. They do ordinary things extraordinarily well......."

"Customers don't have relationships with organizations; they form relationships with

individuals. Passionate employees, whether they are salespeople, technicians, or service reps, constantly show their commitment to customers. They do this by demonstrating

their passion about what they do." #BPA2016

CUSTOMER SERVICE IS YOUR BEST MARKETING PLAN

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On the web: http://dropzone.marketingFollow me: facebook.com/dropzonemarketing

Presentation: slideshare.com/#BPA2016