Communicating Beyond (and through) Web

Communicating Beyond (and through) Web

Paul SweeneyDirector of Innovation

VoiceSage

www.VoiceSage.com

Some Big Points- Our Mantra: Move The Metric

- Solve a defined problem- Segment specific

- Strategic approach to customer interaction management

- What metrics would you drive?

Beyond Web?OK, Beyond our current frame of webDoes email alone suffice as you grow?

More of a blended mode webWhy might you reach out beyond email?Personal, Pro-active, Emotional nudges

Err… emotional?

RetailersWhere’s my stuff?

Did that go through?Did you get my money?

Will you be there for delivery?We haven’t done business before, so…

How do you feel, before, during, and after Com?

Retailers?Catalogue Companies - JD WilliamsLarge High Street Chains - Argos

Media Retailers - ConfidentialWeb Retailers – ?

M2C - TBA

Bank ExampleWhat drives loyalty?

Good experience with bank manager.Lets drive clients to bank manager meetings

More good meetings = more loyaltyMore loyalty = customer lifetime value

Higher CLV = higher market capitalisationSo, Do you want tea or coffee at the meeting?

MetricsReduced inbound calling - Reduced no

showsReduced DSO - Reduced Bad Debt

Oh, and Increased Profit.

So what are your metrics to be moved?

On/Off-Web-Metrics

Why do you communicateWhy do they communicate with you

What are the business value interaction points

Visit site - download client -open client - Form page - filled out form - got catalogue

Getting CreativeMatching Availabilities

Appropriate ModesAsynchronous – Synchronous

Context Before & After

.

Follow the flow

@paulsweeney

http://blog.voicesage.comwww.voicesage.com – Free Trial