the new rules of customer service - participate or perish
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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:
• Education:
Webinars/Research
• Best Practices
• Case Studies
• Access to
Future/Potential
Customers: Gen Y Panel
• Free Whitepapers
• Don’t forget to join!
New & Evolving
Exciting Changes:
• Membership Now FREE:1,300 +
• New Research
• Gen Y Panel Hits The Road – Internet
Retailer Show, DMA Annual
• New Advisory Board
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 Digitalsteve.rubel@edelman.com | 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 Digitalsteve.rubel@edelman.com | twitter.com/steverubel
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mdellapenna@aitisolutions.com
rthomas@aitisolutions.com
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