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How marketing & customer service can work together

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Martin Hill-Wilson
Martin Hill-Wilson

Explores how Customer Service & Marketing can practically work toegther and better serve today's social customer

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How Marketing & Customer Service Can Work Together A BrainFood Product © BridgeHouseConsulting Ltd 2011
Instant Poll On The Same Page? Different Universes? How Marketing & Customer Service Can Work Together A BrainFood Product © BridgeHouseConsulting Ltd 2011
Customers Now Walk Through The Silos How Marketing & Customer Service Can Work Together A BrainFood Product © BridgeHouseConsulting Ltd 2011
Conclusion? It’s Becoming A Joint Effort How Marketing & Customer Service Can Work Together A BrainFood Product © BridgeHouseConsulting Ltd 2011
one agenda How Marketing & Customer Service Can Work Together A BrainFood Product © BridgeHouseConsulting Ltd 2011
Action #1 Develop A Common View Of Your Customers one Experiences Lifecycle agenda Journeys How Marketing & Customer Service Can Work Together A BrainFood Product © BridgeHouseConsulting Ltd 2011
Action #2 Do Joint Business Planning one Dashboards Goals agenda Progress How Marketing & Customer Service Can Work Together A BrainFood Product © BridgeHouseConsulting Ltd 2011
Action #3 Merge Customer Analytics one Collaboration Insights agenda Engagement How Marketing & Customer Service Can Work Together A BrainFood Product © BridgeHouseConsulting Ltd 2011
Nice Theory MHW What does that look like? How Marketing & Customer Service Can Work Together A BrainFood Product © BridgeHouseConsulting Ltd 2011
New Workflows How Marketing & Customer Service Can Work Together A BrainFood Product © BridgeHouseConsulting Ltd 2011
Customer Communities How Marketing & Customer Service Can Work Together A BrainFood Product © BridgeHouseConsulting Ltd 2011
Tap Into Customer Creativity How Marketing & Customer Service Can Work Together A BrainFood Product © BridgeHouseConsulting Ltd 2011
Encourage User Generated Content How Marketing & Customer Service Can Work Together A BrainFood Product © BridgeHouseConsulting Ltd 2011
Generate Engagement & Mutual Learning How Marketing & Customer Service Can Work Together A BrainFood Product © BridgeHouseConsulting Ltd 2011
Showcase Brand Values How Marketing & Customer Service Can Work Together A BrainFood Product © BridgeHouseConsulting Ltd 2011
Evolve Into Broader Communication Strategies How Marketing & Customer Service Can Work Together A BrainFood Product © BridgeHouseConsulting Ltd 2011
What themes are starting to emerge? Customer Service Today And Tomorrow A BrainFood Product © BridgeHouseConsulting Ltd 2011
Marketing & Customer Service can align emerge? Customer Service Today And Tomorrow LOTS 18 A BrainFood Product © BridgeHouseConsulting Ltd 2011
Thank You Making Contact How Marketing & Customer Service Can Work Together A BrainFood Product © BridgeHouseConsulting Ltd 2011

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How marketing & customer service can work together

  • 1. How Marketing & Customer Service Can Work Together A BrainFood Product © BridgeHouseConsulting Ltd 2011
  • 2. Instant Poll On The Same Page? Different Universes? How Marketing & Customer Service Can Work Together A BrainFood Product © BridgeHouseConsulting Ltd 2011
  • 3. Customers Now Walk Through The Silos How Marketing & Customer Service Can Work Together A BrainFood Product © BridgeHouseConsulting Ltd 2011
  • 4. Conclusion? It’s Becoming A Joint Effort How Marketing & Customer Service Can Work Together A BrainFood Product © BridgeHouseConsulting Ltd 2011
  • 5. one agenda How Marketing & Customer Service Can Work Together A BrainFood Product © BridgeHouseConsulting Ltd 2011
  • 6. Action #1 Develop A Common View Of Your Customers one Experiences Lifecycle agenda Journeys How Marketing & Customer Service Can Work Together A BrainFood Product © BridgeHouseConsulting Ltd 2011
  • 7. Action #2 Do Joint Business Planning one Dashboards Goals agenda Progress How Marketing & Customer Service Can Work Together A BrainFood Product © BridgeHouseConsulting Ltd 2011
  • 8. Action #3 Merge Customer Analytics one Collaboration Insights agenda Engagement How Marketing & Customer Service Can Work Together A BrainFood Product © BridgeHouseConsulting Ltd 2011
  • 9. Nice Theory MHW What does that look like? How Marketing & Customer Service Can Work Together A BrainFood Product © BridgeHouseConsulting Ltd 2011
  • 10. New Workflows How Marketing & Customer Service Can Work Together A BrainFood Product © BridgeHouseConsulting Ltd 2011
  • 11. Customer Communities How Marketing & Customer Service Can Work Together A BrainFood Product © BridgeHouseConsulting Ltd 2011
  • 12. Tap Into Customer Creativity How Marketing & Customer Service Can Work Together A BrainFood Product © BridgeHouseConsulting Ltd 2011
  • 13. Encourage User Generated Content How Marketing & Customer Service Can Work Together A BrainFood Product © BridgeHouseConsulting Ltd 2011
  • 14. Generate Engagement & Mutual Learning How Marketing & Customer Service Can Work Together A BrainFood Product © BridgeHouseConsulting Ltd 2011
  • 15. Showcase Brand Values How Marketing & Customer Service Can Work Together A BrainFood Product © BridgeHouseConsulting Ltd 2011
  • 16. Evolve Into Broader Communication Strategies How Marketing & Customer Service Can Work Together A BrainFood Product © BridgeHouseConsulting Ltd 2011
  • 17. What themes are starting to emerge? Customer Service Today And Tomorrow A BrainFood Product © BridgeHouseConsulting Ltd 2011
  • 18. Marketing & Customer Service can align emerge? Customer Service Today And Tomorrow LOTS 18 A BrainFood Product © BridgeHouseConsulting Ltd 2011
  • 19. Thank You Making Contact How Marketing & Customer Service Can Work Together A BrainFood Product © BridgeHouseConsulting Ltd 2011