Customer Retention is more than Facebook and Twitter - conversation with Adam Cohen of Rosetta
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Slides used during the April introNetworks Webinar with Adam Cohen. You can listen to the live webinar (recording) at http://intronetworks.com/webinars.aspx - click on the right side, enter your name and you will have access to the conversation.
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Customer Retention is more than Facebook and Twitter - conversation with Adam Cohen of Rosetta
- 1. introNetworks Webinar Series "Customer Retention Takes More Than Facebook and Twitter“ Conversation with Adam Cohen Thursday, April 29th, 9 am Pacific Sponsored by introNetworks ‘We transform businesses with smart social networks’
- 3. If not, create one at Twitter.com, it takes 2 minutes, we’ll wait…
- 7. Partner, Social Media Practice Lead at Rosetta
- 8. Social Media Strategist
- 9. Blogs at adamhcohen.com
- 10. Experience
- 11. Retail, Financial Services, High Tech Experience with Fortune 1000 companies
- 12. Forrester Research Technology Marketing Executive Council member
- 13. Mark Sylvester
- 14. CEO and Co-Founder of introNetworks, creators of smart social networks for employees, customers, prospects and partners
- 15. Built first network for TED Conference in 2003
- 16. Original founder of Wavefront Technologies, creators of MayaAdam Cohen @adamcohen MODERATOR Mark Sylvester @marksylvester
- 17. Customer Retention Takes More Than Facebook and Twitter Photo credit http://www.flickr.com/photos/iainalexander/1019184136/
- 18. How Social Media Fits Into Interactive Marketing Web / E-Commerce Search & Media Consumer Insights Interactive Marketing Strategy & Roadmap Social Media Analytics & Optimization User Centered Design Mobile RM & Loyalty 5
- 19. Insight 1 Knowing your customers’ needs, attitudes and behaviors is critical to designing programs and strategies that will resonate. Marketers don’t need to guess. Adam Cohen @adamcohen Mark Sylvester @marksylvester
- 23. Social media monitoring7 Photo credit: http://www.flickr.com/photos/daveelmore/2933612776 CONFIDENTIAL ©2010
- 24. Strategy 2 Fueled by insight, develop a communication strategy that meets customer needs. Customer retention is one key goal. Adam Cohen @adamcohen Mark Sylvester @marksylvester
- 25. The New Marketing Funnel Customer retention can benefit from engaging and empowering brand advocates. Awareness Consideration Conversion Power of Social Media Loyalty Advocacy Word-of-Mouth 9 CONFIDENTIAL ©2010
- 26. Every customer touchpoint is an opportunity to influence retention Photo credit http://www.flickr.com/photos/left-hand/1545584483
- 27. Ideas 3 Social media is a broad range of technologies. Develop ideas that will build relationships for the long term. Facebook and Twitter are just two of many tools in the toolbox. Adam Cohen @adamcohen Mark Sylvester @marksylvester
- 28. Beyond Facebook and Twitter Old Model New Model Voice of the Brand: Dominant Static Marketing Messages/Ads; Products & Services vetted by customers Voice of the Brand: Measured Products and messages infused by and co-generated with customers Ratings/Reviews Customer Support Voice of the Customer: Reactive/Weak Customers asked for feedback through surveys and research Voice of the Customer: Strong Customers participate in shaping the brand Surveys & TraditionalResearch Community Advocacy Programs Offsite Participation 12 CONFIDENTIAL ©2010
- 29. Thanks For Participating To connect with our guest Adam Cohen @adamcohen www.adamhcohen.com www.rosetta.com To connect with our host Mark Sylvester @marksylvester / @intronetworks www.introNetworks.com Webinar Replay – available at intronetworks.com/webinars.aspx Adam Cohen @adamcohen Mark Sylvester @marksylvester
- 30. A word from intronetworksTake a Testdrive todayintronetworks.com
- 31. May 27th 9 am Pacific May Webinar "Discover the Five Proven Strategies which Guarantee Online Community Success" Special Guest InterviewerScott WilsonStrategic Business Coach Interviewing: introNetworks Co-FoundersMark Sylvester & Kymberlee Weil
Notas do Editor
- Understand:Define your customer segments and the differences in brand, purchase, and channel preference among themDetermine channel opportunities and profitabilityDevelop: Develop a multi-channel interactive marketing program roadmapDefine KPIs and ROI for your programs based on competitor and industry benchmarks in the interactive channelExecute, Measure & Optimize:Interactive marketing projects and programsIdentify opportunities from learningsRefine segmented approach