White RabbitNCET Expo 2015

Paul KleinCreative Director

12 yearsB.A./M.B.A.40+ awards

White RabbitCreative Agencyweb, apps, marketingReno/L.A. 25 rabbits

How to turn your customers intobrand champions

Customers drivebrands, because customers are media.

Your product mustbe great, customer service even better.

1.

Listen andinteract to build relationships.

2.

Establish abranded hashtagfor customers to use.

3.

Add an ambassador program, peoplelove to share.

4.

Reward andsurprise your superfans.

5.

Why itmatters...

A new customercosts 7x more thanan existing one.~ Bain & Company

The probability of selling to an existing customer is 70%.~ Marketing Metrics

Happy customers tell approx. 5 peopleabout their experience.~ White House Office of Consumer Affair

Key takeaway to building brandchampions...

Make yourcustomers’hearts sing!

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