+ All Categories
Home > Business > Presentation: The wirter

Presentation: The wirter

Date post: 12-Jan-2017
Category:
Upload: christina-azzam
View: 288 times
Download: 2 times
Share this document with a friend
54
Why Words Mean Numbers Neil Taylor
Transcript
Page 1: Presentation: The wirter

Why Words Mean Numbers

Neil Taylor

Page 2: Presentation: The wirter

PedestrianInjuryReductionSignalsExperiment

© The Writer

Page 3: Presentation: The wirter
Page 4: Presentation: The wirter

77%

Page 5: Presentation: The wirter

57%

Page 6: Presentation: The wirter

49%

Page 7: Presentation: The wirter
Page 8: Presentation: The wirter
Page 9: Presentation: The wirter
Page 10: Presentation: The wirter

consistentdistinctiveempathetic

efficient

Page 11: Presentation: The wirter

consistentdistinctiveempathetic

efficient

Page 12: Presentation: The wirter

consistentdistinctiveempathetic

efficient

Page 13: Presentation: The wirter

consistentdistinctiveempathetic

efficient

Page 14: Presentation: The wirter

consistentdistinctiveempathetic

efficient

Page 15: Presentation: The wirter
Page 16: Presentation: The wirter
Page 17: Presentation: The wirter

down 22%

Page 18: Presentation: The wirter
Page 19: Presentation: The wirter

“Since we started the new style, the emails I type are quicker, and customers’ responses are a lot less aggressive. Even the customers try and respond in a much better way.”

Simon BriningExecutive level complaints team

Page 20: Presentation: The wirter

“[It] has been the main factorin us reducing our repeat complaints from around28 per cent to less than20 per cent.”Tim LiddellGeneral manager for complaints and analysis

Page 21: Presentation: The wirter

consistentdistinctiveempathetic

efficient

Page 22: Presentation: The wirter

Find a McDonald’s near you

Find your BK location

Find a Restaurant

Take me to the tacos!

Page 23: Presentation: The wirter

Find a McDonald’s near you

Find your BK location

Find a Restaurant

Take me to the tacos!

Page 24: Presentation: The wirter

Find a McDonald’s near you

Find your BK location

Find a Restaurant

Take me to the tacos!

Page 25: Presentation: The wirter

Find a McDonald’s near you

Find your BK location

Find a Restaurant

Take me to the tacos!

Page 26: Presentation: The wirter

consistentdistinctiveempathetic

efficient

Page 27: Presentation: The wirter
Page 28: Presentation: The wirter

In ’78, Ben had been fired from a series of McJobs while Jerry had failed for the second time to get into medical school. So, armed with a $5 correspondence course in ice cream making, they opened their very first scoop shop in a dilapidated gas station in downtown Burlington, Vermont.

In the early days the boys were pretty bad at book-keeping. After two months they closed the store and hung a sign that said: ‘We’re closed to figure out whether we’re making any money’.

Page 29: Presentation: The wirter

Economic Mission

To operate the company on a sustainable financial basis of profitable growth, increasing value for our stakeholders, and expanding opportunities for development and career growth for our employees.

Page 30: Presentation: The wirter

Our cookies are designed to improve your online experience. You can find out what cookies we use, what they do and how to disable them in our Cookie Policy.

By closing this message, you consent to our use of cookies on this device in accordance with our cookie policy unless you have disabled them.

Page 31: Presentation: The wirter
Page 32: Presentation: The wirter

1. Audit your language journeys

Page 33: Presentation: The wirter

Mr Neil Taylor, you’re ready to fly.

Page 34: Presentation: The wirter

*The collection of Avios through our partners is subject to geographical limitations, see partner full terms and conditions for details.

Page 35: Presentation: The wirter

2. Make the most of 2. opportunities

Page 36: Presentation: The wirter

3. Make some friends

Page 37: Presentation: The wirter

Priority tickets:when they’re gone, they’re gone.

Page 38: Presentation: The wirter

Priority tickets are subject to availability.

Page 39: Presentation: The wirter

4. Sweat the detail

Page 40: Presentation: The wirter
Page 41: Presentation: The wirter

5. Start a movement

Page 42: Presentation: The wirter

CustomerO2 had to travel to Italy to get signal - desperate times!!!

O2You can come back now. We’re back in business :)

Page 43: Presentation: The wirter

CustomerO2 had to travel to Italy to get signal - desperate times!!!

O2You can come back now. We’re back in business :)

Page 44: Presentation: The wirter

CustomerOi! O2! Because of you I missed a call from my dear old mum. For that I think I owe you a pint. Ta! :)

O2Um... you're welcome, we think. But if your mum asks, we'll totally deny this tweet.

Page 45: Presentation: The wirter

CustomerOi! O2! Because of you I missed a call from my dear old mum. For that I think I owe you a pint. Ta! :)

O2Um... you're welcome, we think. But if your mum asks, we'll totally deny this tweet.

Page 46: Presentation: The wirter

CustomerO2 F**K You! Suck d**k in hell

O2Maybe later, got tweets to send

Page 47: Presentation: The wirter

CustomerO2 F**K You! Suck d**k in hell

O2Maybe later, got tweets to send

Page 48: Presentation: The wirter
Page 49: Presentation: The wirter

6. Watch the numbers

Page 50: Presentation: The wirter

Watch the numbersCalls to call centres from confused customers drop by 91%

Net promoter scores improve from -25 to +25

Customers’ perceptions of the brand as helpful up by 31%

Response rates up 800%

Page 51: Presentation: The wirter

€10,000,000

Page 52: Presentation: The wirter

Those six things again

1. Audit your language journeys2. Make the most of

opportunities3. Make some friends4. Sweat the detail5. Start a movement6. Watch the numbers

Page 53: Presentation: The wirter
Page 54: Presentation: The wirter

Thanks.Find us at thewriter.comFollow us @TheWriter


Recommended