The document discusses the importance of word-of-mouth marketing and creating remarkable customer touchpoints. It provides statistics on daily brand discussions and emphasizes focusing on customers who will talk about the brand. Businesses are encouraged to give these customers something noteworthy to share and make it easy for them to spread the word. The goal is to convert routine interactions into memorable experiences throughout the customer experience.
16. “I will convert routine
interactions to
remarkable touchpoints
throughout my business”
17. Routine or Remarkable?
Touchpoint:
the point of contact, especially
when products or services come
• Integrity
into contact with a customer
• Responsibility
• Courage
22. Word of mouth is the
most powerful form of
marketing there is!
source | “Digital Marketer Report, Experian – 2011
23. 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)
24. Remember the basics…
Know your
Talkers…
Give them
something to
talk about…
• Integrity
• Responsibility
• Courage
Make it
easy to share.
25. And remember…
• Integrity
• Responsibility
• Courage
26. Thanks for “Listening” – Questions?
PEMCO
Insurance:
V.P. and CMO
WOMMA:
Board of Directors
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Twitter:
@NW_Mktg_Guy
source | Nielsen study (August 2010)