bpa agm 2016 - the way forward
TRANSCRIPT
THE WAY FORWARD
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why should we change our mentality? • who our customers are • how they communicate
• how we get information
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Who our customers are.
MILLENNIALS.
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Born between 1982 - 2000
Largest generation in the world - 80 million in the US
Millennials: What You Should Know
Most educated generation in history.
Digital Natives - not needing to adapt to the internet age.
No rush to get married. Only 26% are married.
Liberal, independent thinkers
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Millennials: What You Should Know81% are on Facebook
55% have taken ‘selfies’
Only 19% say people /businesses can be trusted.
High levels of student debt, poverty & economic hardship.
78% would spend money on an event over buying something. #FOMO
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We’re addicted.
How We Communicate and get information.
WORD OF MOUTH MARKETING
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Companies Embracing Change
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Our Customer’s Experience
Needs graphic
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CASE STUDY
A CUSTOMER SERVICE COMPANY
• GETTING A REFUND
• HOW THEY HIRE
• 2+ HOUR PHONE CALLS
• 9 HOUR PHONE CALL
• BECKY JOHNS @ SXSW
• CALL AT MIDNITE
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20 DZ CUSTOMER TOUCH POINTS
Road Signs Car Park Check-In Training
Website PhoneSocial Media
JumpsuitsInstructor Videographer Plane
Ascent Free Fall Wait Time for Media
Media Closing
Wait Times Bathrooms Hangar Snack Bar
YOUR DREAM DATE
SCENARIO:
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What’s Our Role? be passionate
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What Are We Selling?
THE SINGLE GREATEST THING TO DO ON THE PLANET!!
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great marketing without connection
is just like everyone else
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connection combined with great marketing
is POWERFUL
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Passionate People
"Uninspired people rarely do inspired work. Passionate people in an organization are
different. They do ordinary things extraordinarily well......."
"Customers don't have relationships with organizations; they form relationships with
individuals. Passionate employees, whether they are salespeople, technicians, or service reps, constantly show their commitment to customers. They do this by demonstrating
their passion about what they do." #BPA2016
CUSTOMER SERVICE IS YOUR BEST MARKETING PLAN
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On the web: http://dropzone.marketingFollow me: facebook.com/dropzonemarketing
Presentation: slideshare.com/#BPA2016