Customer Engagement

“Increasingly, consumers are relying on each other instead of the companies they buy products and

services from, for sales and support related questions”

New concept of Customer Service

• rise of the social Web has led to a fundamental shift in the way businesses of all sizes engage with their customers

• "touch points" are created through online interactions• customers who engage with a brands online report

spending 20% to 40% more on that brand, or on that company's products.

• your bottom line is riding on your ability to deliver excellent service while you are meaningfully engaging customers

How to Build Your Customer Engagement Online

• Identify Your One Thing• Be Your Customer• Lead to Grow• Helping as a Reward• Visuals are key• Keep Facebook content unique• Link to your website

What they did???

• created a new Facebook app that will let users buy tickets to see Toy Story 3 right on the site, while also inviting their friends.

• you can also invite along non-Facebook friends by entering in their e-mail address.

• application is called Disney Tickets Together.

• College tour• Quiz• Thanks messages• Regular updates• Apps

IKEA Facebook Picture Tagging Campaign

• company opened a new store in Malmo• account was created for the store manager at the

Malmo store• showroom images were uploaded• customers were able to locate items in the pictures

and put their name on it• first person to tag an object got to take it home• users started embedding links and images in their own

profiles• thousands of users willingly promoted IKEA

CCD

HANDLING CRISIS