how can marketing and customer service work together martin hill wilson, brainfood consulting
Post on 23-Jan-2015
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H o w M a r k e t i n g & C u s t o m e r S e r v i c e C a n W o r k T o g e t h e r A BrainFood Product © BridgeHouseConsulting Ltd 2011
H o w M a r k e t i n g & C u s t o m e r S e r v i c e C a n W o r k T o g e t h e r A BrainFood Product © BridgeHouseConsulting Ltd 2011
On The Same Page?
Different Universes?
Instant Poll
H o w M a r k e t i n g & C u s t o m e r S e r v i c e C a n W o r k T o g e t h e r A BrainFood Product © BridgeHouseConsulting Ltd 2011
Customers Now Walk Through The Silos
H o w M a r k e t i n g & C u s t o m e r S e r v i c e C a n W o r k T o g e t h e r A BrainFood Product © BridgeHouseConsulting Ltd 2011
Conclusion? It’s Becoming A Joint Effort
H o w M a r k e t i n g & C u s t o m e r S e r v i c e C a n W o r k T o g e t h e r A BrainFood Product © BridgeHouseConsulting Ltd 2011
one
agenda
H o w M a r k e t i n g & C u s t o m e r S e r v i c e C a n W o r k T o g e t h e r A BrainFood Product © BridgeHouseConsulting Ltd 2011
Develop A Common View
Of Your Customers
Action #1
Exp
erie
nces
Journeys
Lifecycle
one
agenda
H o w M a r k e t i n g & C u s t o m e r S e r v i c e C a n W o r k T o g e t h e r A BrainFood Product © BridgeHouseConsulting Ltd 2011
Do Joint
Business Planning
Progress
Dashboard
s
one
agenda
Action #2
Goa
ls
H o w M a r k e t i n g & C u s t o m e r S e r v i c e C a n W o r k T o g e t h e r A BrainFood Product © BridgeHouseConsulting Ltd 2011
Merge Customer Analytics
Engagement
Collaboration
Insi
ghts
one
agenda
Action #3
H o w M a r k e t i n g & C u s t o m e r S e r v i c e C a n W o r k T o g e t h e r A BrainFood Product © BridgeHouseConsulting Ltd 2011
Nice Theory MHW What does that look like?
H o w M a r k e t i n g & C u s t o m e r S e r v i c e C a n W o r k T o g e t h e r A BrainFood Product © BridgeHouseConsulting Ltd 2011
New Workflows
H o w M a r k e t i n g & C u s t o m e r S e r v i c e C a n W o r k T o g e t h e r A BrainFood Product © BridgeHouseConsulting Ltd 2011
Customer Communities
H o w M a r k e t i n g & C u s t o m e r S e r v i c e C a n W o r k T o g e t h e r A BrainFood Product © BridgeHouseConsulting Ltd 2011
Tap Into Customer
Creativity
H o w M a r k e t i n g & C u s t o m e r S e r v i c e C a n W o r k T o g e t h e r A BrainFood Product © BridgeHouseConsulting Ltd 2011
Encourage User Generated
Content
H o w M a r k e t i n g & C u s t o m e r S e r v i c e C a n W o r k T o g e t h e r A BrainFood Product © BridgeHouseConsulting Ltd 2011
Generate Engagement &
Mutual Learning
H o w M a r k e t i n g & C u s t o m e r S e r v i c e C a n W o r k T o g e t h e r A BrainFood Product © BridgeHouseConsulting Ltd 2011
Showcase Brand Values
H o w M a r k e t i n g & C u s t o m e r S e r v i c e C a n W o r k T o g e t h e r A BrainFood Product © BridgeHouseConsulting Ltd 2011
Evolve Into Broader
Communication Strategies
C u s t o m e r S e r v i c e T o d a y A n d T o m o r r o w A BrainFood Product © BridgeHouseConsulting Ltd 2011
What themes are starting to emerge?
C u s t o m e r S e r v i c e T o d a y A n d T o m o r r o w A BrainFood Product © BridgeHouseConsulting Ltd 2011
18
Marketing & Customer Service can align
emerge?
LOTS
H o w M a r k e t i n g & C u s t o m e r S e r v i c e C a n W o r k T o g e t h e r A BrainFood Product © BridgeHouseConsulting Ltd 2011
Thank You
Making Contact
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