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Let\'s face it, the world has changed - a generation is emerging that will never dial a 1-800 number to reach customer service. New enabling technologies have made consumers more efficient self-organizers, hyper-connectors and mass producers of their own media. This necessitates that companies adapt and become more nimble. It also means companies must embrace participatory marketing strategies and tactics to address customer issues and to evolve and protect their brand.
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WELCOME
The New Rules of Customer
Service – Participate or Perish
THANK YOU!
May 26, 2009
Marketing Is Evolving? So How Can The PMN Help?
Value Proposition:
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Customers: Gen Y Panel
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George LeBrun Bill Hanifin
Our Featured Speaker
Steve Rubel,
SVP, Director of
Insights Edelman
Digital
Micro Persuasion
Ad Age
SOCIAL MEDIA PRESENTATION
“Satisfaction Guaranteed”Participate or Perish
Steve Rubel, SVP/Director of InsightsEdelman [email protected] | twitter.com/steverubel
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TREND: People are turning to social media to get their problems resolved. This has a direct impact on brands as customer care and online reputation blend.
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Amanda Mooney, Digital Media Strategist
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SATISFACTION GUARANTEED:The Opportunity
http://flickr.com/photos/jacobvorpahl/2087225900/
• 74% of consumers agree/strongly agree that they choose brands based on the customer experiences they read about online (SNCR)•59.1% of those who use social media “vent” about customer care experience (SNCR)•85% of people who use social media feel brands should have a presence there (Cone)
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THE BABY MONITOR PRINCIPLE
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STEP 1 :REGULARLY AUDIT THE ENTIRE ONLINE EXPERIENCE
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STEP 2 : SET UP DIGITAL EMBASSIES
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STEP 3 :BE PREPARED TO ACT QUICKLY
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SOCIAL MEDIA PRESENTATION
“Satisfaction Guaranteed”Participate or Perish
Steve Rubel, SVP/Director of InsightsEdelman [email protected] | twitter.com/steverubel
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