turning touchpoints into talking points
TRANSCRIPT
source | Nielsen study (August 2010)
PEMCO
Insurance: V.P. and CMO
WOMMA: Board of Directors
- - - - - - - - - - - Follow Rod on
Twitter: @NW_Mktg_Guy
Rod Brooks
• Integrity
• Responsibility
• Courage
Good Morning Snohomish County
• Integrity
• Responsibility
• Courage
PEMCO Mutual Insurance Company
• Customer centric
• Relationship led
• Values based
• Hyper-local
• Challenger brand
• Integrity
• Responsibility
• Courage
Good Morning Snohomish County
• Integrity
• Responsibility
• Courage
Good Morning Snohomish County
“I will spend more time
working ON my business
than IN my business”
• Integrity
• Responsibility
• Courage
Good Morning Snohomish County
“I will spend more time
asking questions than I
spend giving answers”
• Integrity
• Responsibility
• Courage
decisions
every business
and marketer can
(and should) make!
• Integrity
• Responsibility
• Courage
1. Decide to listen
2. Decide to be affected
3. Decide to respond
4. Decide to be engaged
• Integrity
• Responsibility
• Courage
Good Morning Snohomish County
“I will focus more on
knowing my customers
and less on my
customers knowing me”
• Integrity
• Responsibility
• Courage
“Show me
that you
know me in
ways that
others
don’t”
Good Morning Snohomish County
Good Morning Snohomish County
• Integrity
• Responsibility
• Courage
Good Morning Snohomish County
“I will convert routine
interactions to
remarkable touchpoints
throughout my business”
• Integrity
• Responsibility
• Courage
Touchpoint: the point of contact, especially
when products or services come
into contact with a customer
Routine or Remarkable?
• Integrity
• Responsibility
• Courage
Routine or Remarkable?
• Integrity
• Responsibility
• Courage
Routine or Remarkable?
• Integrity
• Responsibility
• Courage
Routine or Remarkable?
• Integrity
• Responsibility
• Courage
Routine or Remarkable?
• Integrity
• Responsibility
• Courage
Routine or Remarkable?
• Integrity
• Responsibility
• Courage
Routine or Remarkable?
Tuned Pale Ale
• Integrity
• Responsibility
• Courage
Routine or Remarkable?
Tuned Pale Ale
source | “Digital Marketer Report, Experian – 2011
Word of mouth is the
most powerful form of
marketing there is!
US consumers have at least one
daily brand-related discussion…
face-to-face – 93%
voice-to-voice – 45%
Online – 22%
source | Keller Fay & Yahoo! study (June 2010)
• Integrity
• Responsibility
• Courage
Remember the basics…
Know your
talkers… Give them
something to
talk about… Make it
easy to share.
• Integrity
• Responsibility
• Courage
And remember…
source | Nielsen study (August 2010)
PEMCO
Insurance: V.P. and CMO
WOMMA: Board of Directors
- - - - - - - - - - - Follow Rod on
Twitter: @NW_Mktg_Guy
Thanks for “Listening” – Questions?