6. 6
Everything we do touches the customer.
Be consistent – brand image, voice, and promise.
Make the experience enjoyable, user-friendly
and memorable.
Connect with your customers where they feel
most comfortable.
Consistent, Enjoyable Experience
7. Engagement with Social Media
Get found by people who
are searching for your
products or services
Connect and engage with
current and potential
customers
Create a community
around your business
Promote other content
you create –
photos, video, news and
articles
Promote contests, offers,
and store events
Post jobs, and promote
new products
7
10. Experience Touchpoints
10
Website
• Brand Site
• Online Ordering
Social Media
• Facebook
• Twitter
• Foursquare
• Urbanspoon
• Yelp
• Pinterest
• Instagram
Interactive Marketing
• Email Campaigns
• Digital Signage
• Paid Search
• Mobile Media
• Online Banners
Customer Loyalty
• Gift Cards / eGift Cards
• Refer-a-Friend
• Brand Ambassador
• Rewards Program
In Store
• Digital Boards
• POS System
• Staff / QSC
Mobile
• Mobile App
• Tablet App
• Mobile Version of Site
11. Social CRM
11
Affinity
Conversation
Participation
Engagement
Interaction
Community
Awareness
End-to-End Process of Social CRM:
Listen to customer conversations
Social Media Monitoring Tool
Analyze those conversations
Social Media Analytics Tool
Relate this information to existing
information within your enterprise
Data Warehouse
Dashboard Reports
Act on those customer conversations
Tailor the message, content, offer
Deliver the experience in the
relevant channel
Drive innovation based on
consumer insight
14. Influential Touchpoints
14
39
26 22
28
10
5
21
37
31
12
26
43
Initial Consideration SetActive Evaluation Purchase
Most Influential Touchpoints by Stage in Journey
Traditional advertising
Direct marketing
Sponsorship
In-store product experience
Salesperson contact
WOM
Online Research
Reviews
Store interactions
Consumer-driven marketing
Past Experience
Company-driven marketing
15. Conclusion
Conserve Your
Energy
• Spend time where
it matters
• You can’t be
everywhere all the
time; so don’t
Live the Dream
• Best customers are
your biggest
advocates
• Army of brand
champions
Your Social
Community Is
Family
• KEEP Listening
• ALWAYS Monitor
• REMEMBER to
Engage
Notas do Editor
Your website is no longer the hub and other online channels are the spokes driving traffic and initiatives. Rather think of it as people, more specifically your customers, are really the center and everywhere else are online and social spaces your customer immerses themselves in. Join them in the conversation they are already having, make a positive impact.