Post on 27-Aug-2014
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STEPS TO THE ULTIMATE SURPRISE & DELIGHT CAMPAIGN | BY DIGITAL ROOTS!8!We’re not
stalking you (But we are)
#DigitalDelight!
PRESENTED BY DIGITAL ROOTS!
JACKI HALAS @JACKI_HALAS!
TOM ZELLMAN @TZELLMAN!
SO YOU WANNA SURPRISE & DELIGHT
Well, congrats! Youʼre already thinking ahead when it comes to customer care in the age of New School Marketing.!!The next step is asking yourself, “Why?”!!Want to build awareness?!Want to recover from a crisis?!Want to retain customers?!!The reason why you build your campaign will be the secret sauce that determines the flavor of your Surprise & Delight campaign.!
SERVICE IS THENEW MARKETING!
WHAT IS CSAT?
REAL-TIME INSIGHTS
1FIND THE CONVERSATION
Where do you think brands have the biggest impact in social media? #DigitalDelight!
of the world’s data has
been created in the past 2
years
90%
LISTEN AND MONITOR
Only 1-2 percent of social media
conversations are ROI opportunities for brands, but the payoff can realize
a big return
SONIC
CHARGER MALIBU
harrison ford rob ford
president ford
FORD
the hedgehog
burger
phone
boom
san diego
battery
rum california
barbie
2HONE IN
What criteria would you use to choose a target for Surprise & Delight? #DigitalDelight!!
Service has gone from 1:1 to
1:100000 visibility ratio
because of social media
YOU ARE WHO GOOGLE SAYS YOU ARE
The conversation on Google and other social platforms is controlled by your customers
not your marketing department
“ ”
Deysha,
I received your PM; thanks for the update! Out of the 24.2
bazillion total people in the world, you just ranked number 2 on my Most
Awesomest People List. You only trail my wife who has to get the number 1 slot since she agreed to
me fulfilling a lifelong dream to get a brand new Mustang exactly how I
want it.”
R33F – Mustang Forums
FORD SERVICE
STALK, A LITTLE BIT
In a word, how would you describe the perfect Surprise & Delight target? #DigitalDelight!!
3What happens in Vegas stays on
Google – but people aren’t thinking that
way…yet. Capitalize on it!
CHOOSE THE SCOPE
Which campaign do you prefer: random act of kindness or grand gesture? #DigitalDelight!!
How large is the act of extreme customer care going to be? Typically, the grander the act, the higher chance for it to go viral and reach a lot of people. But smaller acts to individuals can build very strong brand loyalty.
4
RESCUE YOUR CUSTOMER
TARGET YOUR PROSPECT AUDIENCE
5CHOOSE THE REWARD
Whatʼs the best reward youʼve seen in a Surprise & Delight campaign? #DigitalDelight!!
Take your time, do your research and find something that will not only appeal to the Surprise & Delight target, but also the general public.!!
CHEVY DOES IT RIGHT
PLAN YOUR SOCIAL ATTACK
Whatʼs your favorite social site for promoting Surprise & Delight campaigns? #DigitalDelight!!
6 The goal at hand is to reap cred for your brand, so blasting the Surprise & Delight campaign result to the Interwebs is essential. Come up with the game plan and create some waves, before and after the ball drops.
DELIVER IN A MEANINGFUL WAY
How would you like to be Surprised & Delighted? #DigitalDelight!!
7Customers say that immediacy
and personalization
are two main factors in driving
brand loyalty.
8BUILD YOUR BRAND LOYALTY
Has a brand ever checked up on you as a customer, just because? #DigitalDelight!!
More than 1/3 of companies believe that
personalization is the factor that
drives brand loyalty the most
ABOUT DIGITAL ROOTS
Follow us at @DigitalRootsCRM! #DigitalDelight #SocialSquared #RootsRunDeep!
Digital Roots is changing the game of customer relationship management in social media with proprietary software and a simple objective — to help brands establish roots in a digital world. Since 2009, we’ve used our passion to position brands everywhere customers communicate online, so they can build relationships and improve business results. Our dedication to innovation and excellence is reflected in everything we do, from our customized products to our end-to-end program management. Check us out at digitalroots.com!
THANK YOU!
Follow us at @DigitalRootsCRM! #DigitalDelight #SocialSquared #RootsRunDeep!
Photo sources: Flickr Creative Commons, Benson Kua, http://flickr.com/photos/bensonkua Flickr Creative Commons, PhotoGramma 1, http://flickr.com/photos/photogramma1 Flickr Creative Commons, Very Quiet, http://flickr.com/photos/veryquiet Flickr Creative Commons, JasperMorse, http://flickr.com/photos/jaspermorse Flickr Creative Commons, suvivl198, http://flickr.com/photos/suvivl198 Flickr Creative Commons, cote, http://flickr.com/photos/cote Flickr Creative Commons, comedy_nose, http://flickr.com/photos/comedy_nose Flickr Creative Commons, Dell Official Flickr, http://flickr.com/photos/dellphotos Flickr Creative Commons, consumerist dot com, http://flickr.com/photos/consumerist Flickr Creative Commons, asenat29, http://flickr.com/asenat29