Emerce connect december 2011 gianfranco cuzziol 131211 final

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Presentation at Emerce connect by Gianfranco Cuzziol Customer Experience Marketing - The New CRM

Negócios Turismo

Customer Experience
Marketing
The New CRM

gianfranco cuzziol
head of everywhereCRM

cuzziol.blogspot.com
gianfranco@cuzziol.com
@iamgfc

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an apology

emerce connect amsterdam december 2011

how many of you are marketers?

emerce connect amsterdam december 2011

Search for VW Darth Vader Commerial

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What’s our Facebook Page Going to Look Like?

What’s our Facebook Strategy?

What’s our Social Strategy?

What’s our CRM Strategy

What’s our Strategy?

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what CRM actually means?

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engage customers when they’re most eager to
Customer emotions in
ownership cycle hear from you

Key customer
’ moments of truth ‘

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and sometimes when they don’t expect it

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in store

Search for Best Buy Digital Blue Shirts

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what do we see when we talk CRM?

Good CRM Bad CRM

Valued, relevant, engaging, Intrusive, pushy,
useful irrelevant,
exploitative, salesy
Good for the customer &
the organisation One way

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CRM Touch-Points

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the sweet smell of a good experience

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what good CRM looks like?

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the new CRM

Is

Everywhere

AND

Enywhere

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how many of you remember these?

how many of you actually influence these?

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these are what crm is all about

it’s about marketing…
…..and the experiences we create
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taxi!!

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spicy pepperoni please

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going dutch

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wakey wakey !!

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online

Search for Google Checkout

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the 3 questions to ask about your CRM

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3 things to remember

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the new crm

IT’S ALL ABOUT THE
EXPERIENCE

thank you
gianfranco@cuzziol.com
@iamgfc
+44 (0)750 6699795

cuzziol.blogspot.com www.linkedin.com/in/gcuzziol twitter.com/iamgfc

emerce connect amsterdam december 2011

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Mental health has been in the news quite a bit lately. Dozens of U.S. states are currently suing Meta for contributing to the youth mental health crisis by inserting addictive features into their products, while the U.S. Surgeon General is touring the nation to bring awareness to the growing epidemic of loneliness and isolation. The country has endured periods of low national morale, such as in the 1970s when high inflation and the energy crisis worsened public sentiment following the Vietnam War. The current mood, however, feels different. Gallup recently reported that national mental health is at an all-time low, with few bright spots to lift spirits. To better understand how Americans are feeling and their attitudes towards mental health in general, ThinkNow conducted a nationally representative quantitative survey of 1,500 respondents and found some interesting differences among ethnic, age and gender groups. Technology For example, 52% agree that technology and social media have a negative impact on mental health, but when broken out by race, 61% of Whites felt technology had a negative effect, and only 48% of Hispanics thought it did. While technology has helped us keep in touch with friends and family in faraway places, it appears to have degraded our ability to connect in person. Staying connected online is a double-edged sword since the same news feed that brings us pictures of the grandkids and fluffy kittens also feeds us news about the wars in Israel and Ukraine, the dysfunction in Washington, the latest mass shooting and the climate crisis. Hispanics may have a built-in defense against the isolation technology breeds, owing to their large, multigenerational households, strong social support systems, and tendency to use social media to stay connected with relatives abroad. Age and Gender When asked how individuals rate their mental health, men rate it higher than women by 11 percentage points, and Baby Boomers rank it highest at 83%, saying it’s good or excellent vs. 57% of Gen Z saying the same. Gen Z spends the most amount of time on social media, so the notion that social media negatively affects mental health appears to be correlated. Unfortunately, Gen Z is also the generation that’s least comfortable discussing mental health concerns with healthcare professionals. Only 40% of them state they’re comfortable discussing their issues with a professional compared to 60% of Millennials and 65% of Boomers. Race Affects Attitudes As seen in previous research conducted by ThinkNow, Asian Americans lag other groups when it comes to awareness of mental health issues. Twenty-four percent of Asian Americans believe that having a mental health issue is a sign of weakness compared to the 16% average for all groups. Asians are also considerably less likely to be aware of mental health services in their communities (42% vs. 55%) and most likely to seek out information on social media (51% vs. 35%).

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A report by thenetworkone and Kurio. The contributing experts and agencies are (in an alphabetical order): Sylwia Rytel, Social Media Supervisor, 180heartbeats + JUNG v MATT (PL), Sharlene Jenner, Vice President - Director of Engagement Strategy, Abelson Taylor (USA), Alex Casanovas, Digital Director, Atrevia (ES), Dora Beilin, Senior Social Strategist, Barrett Hoffher (USA), Min Seo, Campaign Director, Brand New Agency (KR), Deshé M. Gully, Associate Strategist, Day One Agency (USA), Francesca Trevisan, Strategist, Different (IT), Trevor Crossman, CX and Digital Transformation Director; Olivia Hussey, Strategic Planner; Simi Srinarula, Social Media Manager, The Hallway (AUS), James Hebbert, Managing Director, Hylink (CN / UK), Mundy Álvarez, Planning Director; Pedro Rojas, Social Media Manager; Pancho González, CCO, Inbrax (CH), Oana Oprea, Head of Digital Planning, Jam Session Agency (RO), Amy Bottrill, Social Account Director, Launch (UK), Gaby Arriaga, Founder, Leonardo1452 (MX), Shantesh S Row, Creative Director, Liwa (UAE), Rajesh Mehta, Chief Strategy Officer; Dhruv Gaur, Digital Planning Lead; Leonie Mergulhao, Account Supervisor - Social Media & PR, Medulla (IN), Aurelija Plioplytė, Head of Digital & Social, Not Perfect (LI), Daiana Khaidargaliyeva, Account Manager, Osaka Labs (UK / USA), Stefanie Söhnchen, Vice President Digital, PIABO Communications (DE), Elisabeth Winiartati, Managing Consultant, Head of Global Integrated Communications; Lydia Aprina, Account Manager, Integrated Marketing and Communications; Nita Prabowo, Account Manager, Integrated Marketing and Communications; Okhi, Web Developer, PNTR Group (ID), Kei Obusan, Insights Director; Daffi Ranandi, Insights Manager, Radarr (SG), Gautam Reghunath, Co-founder & CEO, Talented (IN), Donagh Humphreys, Head of Social and Digital Innovation, THINKHOUSE (IRE), Sarah Yim, Strategy Director, Zulu Alpha Kilo (CA).

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The search marketing landscape is evolving rapidly with new technologies, and professionals, like you, rely on innovative paid search strategies to meet changing demands. It’s important that you’re ready to implement new strategies in 2024. Check this out and learn the top trends in paid search advertising that are expected to gain traction, so you can drive higher ROI more efficiently in 2024. You’ll learn: - The latest trends in AI and automation, and what this means for an evolving paid search ecosystem. - New developments in privacy and data regulation. - Emerging ad formats that are expected to make an impact next year. Watch Sreekant Lanka from iQuanti and Irina Klein from OneMain Financial as they dive into the future of paid search and explore the trends, strategies, and technologies that will shape the search marketing landscape. If you’re looking to assess your paid search strategy and design an industry-aligned plan for 2024, then this webinar is for you.

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From their humble beginnings in 1984, TED has grown into the world’s most powerful amplifier for speakers and thought-leaders to share their ideas. They have over 2,400 filmed talks (not including the 30,000+ TEDx videos) freely available online, and have hosted over 17,500 events around the world. With over one billion views in a year, it’s no wonder that so many speakers are looking to TED for ideas on how to share their message more effectively. The article “5 Public-Speaking Tips TED Gives Its Speakers”, by Carmine Gallo for Forbes, gives speakers five practical ways to connect with their audience, and effectively share their ideas on stage. Whether you are gearing up to get on a TED stage yourself, or just want to master the skills that so many of their speakers possess, these tips and quotes from Chris Anderson, the TED Talks Curator, will encourage you to make the most impactful impression on your audience. See the full article and more summaries like this on SpeakerHub here: https://speakerhub.com/blog/5-presentation-tips-ted-gives-its-speakers See the original article on Forbes here: http://www.forbes.com/forbes/welcome/?toURL=http://www.forbes.com/sites/carminegallo/2016/05/06/5-public-speaking-tips-ted-gives-its-speakers/&refURL=&referrer=#5c07a8221d9b

5 Public speaking tips from TED - Visualized summary

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Everyone is in agreement that ChatGPT (and other generative AI tools) will shape the future of work. Yet there is little consensus on exactly how, when, and to what extent this technology will change our world. Businesses that extract maximum value from ChatGPT will use it as a collaborative tool for everything from brainstorming to technical maintenance. For individuals, now is the time to pinpoint the skills the future professional will need to thrive in the AI age. Check out this presentation to understand what ChatGPT is, how it will shape the future of work, and how you can prepare to take advantage.

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Emerce connect december 2011 gianfranco cuzziol 131211 final

1. Customer Experience Marketing The New CRM gianfranco cuzziol head of everywhereCRM cuzziol.blogspot.com gianfranco@cuzziol.com @iamgfc emerce connect amsterdam december 2011

2. an apology emerce connect amsterdam december 2011

3. how many of you are marketers? emerce connect amsterdam december 2011

4. emerce connect amsterdam december 2011

5. Search for VW Darth Vader Commerial emerce connect amsterdam december 2011

6. emerce connect amsterdam december 2011

7. emerce connect amsterdam december 2011

8. emerce connect amsterdam december 2011

9. What’s our Facebook Page Going to Look Like? What’s our Facebook Strategy? What’s our Social Strategy? What’s our CRM Strategy What’s our Strategy? emerce connect amsterdam december 2011

10. emerce connect amsterdam december 2011

11. what CRM actually means? emerce connect amsterdam december 2011

12. What CRM actually means? CRM is a philosophy with the audience at its heart. It is two-way interaction It is designed to strengthen the connection It HAS to be beneficial to the audience as well as the Brand. The consumers shape how they want to engage emerce connect amsterdam december 2011

13. the world of CRM is changing Lets for the sake of argument call the future CRM v3.15 • If you wait for the future it will pass you by • Its about making life easier/better • No longer based on ‘batch’ processing • it’s not controlled by the Brand emerce connect amsterdam december 2011

14. emerce connect amsterdam december 2011

15. emerce connect amsterdam december 2011

16. engage customers when they’re most eager to Customer emotions in ownership cycle hear from you Key customer ’ moments of truth ‘ emerce connect amsterdam december 2011

17. and sometimes when they don’t expect it emerce connect amsterdam december 2011

18. emerce connect amsterdam december 2011

19. in store Search for Best Buy Digital Blue Shirts emerce connect amsterdam december 2011

20. emerce connect amsterdam december 2011

21. what do we see when we talk CRM? Good CRM Bad CRM Valued, relevant, engaging, Intrusive, pushy, useful irrelevant, exploitative, salesy Good for the customer & the organisation One way emerce connect amsterdam december 2011

22. CRM Touch-Points emerce connect amsterdam december 2011

23. the sweet smell of a good experience emerce connect amsterdam december 2011

24. what good CRM looks like? emerce connect amsterdam december 2011

25. the new CRM Is Everywhere AND Enywhere emerce connect amsterdam december 2011

26. how many of you remember these? how many of you actually influence these? emerce connect amsterdam december 2011

27. these are what crm is all about it’s about marketing… …..and the experiences we create emerce connect amsterdam december 2011

28. taxi!! emerce connect amsterdam december 2011

29. emerce connect amsterdam december 2011

30. emerce connect amsterdam december 2011

31. spicy pepperoni please emerce connect amsterdam december 2011

32. going dutch emerce connect amsterdam december 2011

33. wakey wakey !! emerce connect amsterdam december 2011

34. emerce connect amsterdam december 2011

35. emerce connect amsterdam december 2011

36. online Search for Google Checkout emerce connect amsterdam december 2011

37. the 3 questions to ask about your CRM emerce connect amsterdam december 2011

38. 3 things to remember emerce connect amsterdam december 2011

39. the new crm IT’S ALL ABOUT THE EXPERIENCE

40. thank you gianfranco@cuzziol.com @iamgfc +44 (0)750 6699795 cuzziol.blogspot.com www.linkedin.com/in/gcuzziol twitter.com/iamgfc emerce connect amsterdam december 2011

Emerce connect december 2011 gianfranco cuzziol 131211 final

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Emerce connect december 2011 gianfranco cuzziol 131211 final