Surprising and Delighting Your Community
1
Mitchell Fawcett Motive Communications
@mitchellfawcett
Copyright Mitchell Fawcett 2014
Value of Guest Loyalty
6 Stays Per Year
$36,000
$200 x 3 Nights 10 Years of Loyalty
Copyright Mitchell Fawcett 2014
What do your customers value? What can your business offer?
Copyright Mitchell Fawcett 2014
Copyright Mitchell Fawcett 2014
Copyright Mitchell Fawcett 2014
Fight#FightIrritation Copyright Mitchell Fawcett 2014
Copyright Mitchell Fawcett 2014
Copyright Mitchell Fawcett 2014
Copyright Mitchell Fawcett 2014
Copyright Mitchell Fawcett 2014
11 Copyright Mitchell Fawcett 2014
Copyright Mitchell Fawcett 2014
Copyright Mitchell Fawcett 2014
14 Copyright Mitchell Fawcett 2014
Copyright Mitchell Fawcett 2014
Stalking Your Customers
Copyright Mitchell Fawcett 2014
Facebook Twitter
LinkedIn Instagram Pinterest
FourSquare Legit Sleuthing
Copyright Mitchell Fawcett 2014
Who to Surprise and Delight?
New Customers Loyal Customers
Customers with Past Complaints Customers with Milestones
Social Influencers and Media
Copyright Mitchell Fawcett 2014
What do Community Managers Need?
Listening Skills Excellent CRM Software Operational Integration
Responsiveness Empowerment
Time
Copyright Mitchell Fawcett 2014
