Rapleaf's Phil Davis continues the discussion. With consumer voices playing a bigger and bigger role in a company's brand and reputation, knowing who your most influential brand advocates are has never been more important for your company's growth. This session will discuss ways to identify your most valuable customers, how to treat and engage them, and where to find more people like them.
3. Conventional Wisdom
“Total Customer Value” depends on individual spend
High Good High
Treatment
Past and
Future
Spending Satisfaction Spending
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4. Influencers…
Have high “Total Referral Value”
Customers VIP
W.O.M. and
with lots of Treatment,
many more
friends and Special
customers
impact Promotions
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14. Engaging Influencers
5. Setup customer service (and other) flags
Actor Kevin Smith, kicked off of
plane for being overweight,
shared his experience with 1.6
million Twitter followers
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18. Finding More Influencers
• Reach out to happy
customers
• Engage people who
are already
influential
• Find people who are
passionate about
similar things
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19. Finally…
Influencer marketing is not a short cut.
• Make every customer happy
• Surpass expectations
• Be creative
• Impress them
• Give them things to talk about
• Measure results
• Stay humble
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20. Questions?
Phil Davis
phil@rapleaf.com
Rapleaf
www.rapleaf.com
224-456-2300
Twitter: @rapleaf
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