genesis of 10 demandments
TRANSCRIPT
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GENESIS OF 10 DEMANDMENTS
EARN MY TRUST
RESPECT, INTEGRITY, ADVOCACY, QUALITY.
- Brand Trust is a fluid commodity that ebbs & flows with each experience
- strength is a revolving door that opens & closes on multiple channels at eachturn- A bad experience in one channel can smear the brand in all its channels
- every opportunity to grow consumer trust is also planted with the seeds of brand extension
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GENESIS OF 10 DEMANDMENTS
INSPIRE ME
CONNECTION ( EMOTIONAL) THRU IMMERSIVE EXPERIENCES
-If you capture customer’s imagination then you can connect better
-Experience devoid of real emotional connection is hollow
-Inspiration, the ultimate form of communion between the Co. and its consumers
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GENESIS OF 10 DEMANDMENTS
MAKE IT EASY
SPEED, SIMPLICITY, RELEVANCE. DON’T CONFUSE COMPLEXITY WITH PROGRESS.
-people seek to live lives, not spend their lives.
-We crave for simplicity & ease as the antidote to constant frustration& confusion.
-Backlash against complexity is happening online & off.
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GENESIS OF 10 DEMANDMENTS
PUT ME IN CHARGE
EXPECTS CHOICE, CONTROL OF THEIR LIVES
-Giving greater control puts them in greater control of their lives
-View your customer connections as dialog instead of monolog
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GENESIS OF 10 DEMANDMENTS
GUIDE ME
TOO MUCH WHITE NOISE TOO LITTLE CONTEXT – FILTER CHAOS WITHADVICE, INFORMATION & EDUCATION
-Good advice & guidance are welcome from people who understand difference betweenshoving & showing.
- any brand runs a risk that tries to become a part of people’s lives than it has the right tobe.
-Migration from hard sell and fast hand shake to newer softer methods.
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GENESIS OF 10 DEMANDMENTS
24 x 7
ANYTIME, ANYWHERE ACCESS……
-we live in a world where pace has overtaken precision.
-The unthinkable, a generation ago is now unremarkable.
-One channel’s fumble may eventually lead to a domino effect in loyalty if unresolved.
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GENESIS OF 10 DEMANDMENTS
GET TO KNOW ME
LISTEN, LEARN ON REAL LIVES DON’T JUST DIVE INTO DATA POOL
-There is big difference between personal experience and too- personalexperience.
-Knowing your customers also means not showing off if you know more thanthey do.
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GENESIS OF 10 DEMANDMENTS
EXCEED MY EXPECTATION
OVERDELIVERING THRU UNCOMMON COURSIES, SURPRISING SERVICES.
-Deliver an experience that transcends the actual purchase.
-Striving to exceed expectations, Companies are raising the bar for themselves & others.
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GENESIS OF 10 DEMANDMENTS
REWARD ME
REWARD LOYALTY WITH POINTS PROGRAMS, PRIVILEDGED ACCESS.
- junkie freebies probably sit unused in drawer attracting more dustthan loyalty.
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GENESIS OF 10 DEMANDMENTS
STAY WITH ME
DELIVER POST- PURRCHASE PROMISES TO MAKE THEM STAY WIYHYOU.
- iconic brands are built on the legacy of long term emotional
connections.
-Consumer loyalty not to be taken for granted, it must be won again& again.
-Greatest battlefield for relationship is wide- open spaces betweeninteractions
-When you are close good things happen.
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