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Communicating Beyond (and through) Web
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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