1. ENGAGING & EMPOWERING YOUR CUSTOMERS PRESENTED BY James Burnes VP Strategy

2. GOOD morning!

4. What’s the secret word?

5. EXPERIENCE Customers want an

6. EXPERIENCE Customers want to share their with others!

8. SURVEY SAYS

9. & PASSIONS! WHICH MUST MEAN…

10. You have a few fans!

11. Who will do anything to show their support! (almost)

12. And a few who are not!

13. EXPERIENCE It depends on their

14. Control what people see

15. Customers Agree You Stink!

16. Everyone has a voice

17. I just had the most awesome experience! You should go there asap!

18. INFORMATION AGE

19. INTERCONNECTED AGE

20. “ The rate of internal change must be greater than the rate of external change, or the company will fall behind” - Jack Welch

22. Our future customers are surrounded by influencers

23. Social Media Has Shifted Who People Trust To Influence Their Decisions Source: Nielsen Global Online Consumer Survey, April 2009 Recommendations from people known 90% Consumer opinions posted online 70% Brand websites 70% Editorial content (e.g. newspaper article) 69% Brand sponsorships 64% TV 62% Newspaper 61% Magazines 59% Billboards / outdoor advertising 55% Radio 55% Emails signed up for 54% Search engine results ads 41%

24. The More You Connect, The More Opportunities for Business YOU

25. The More Connected Your Customers Are, The Faster The World Learns About You YOU

26. EXPERIENCE People share an immediately

27. engaged customers + active network = influence experience +

28. Questions? Next: Strategy

29. Our customers become our… brainstorming group

30. Our customers become our… focus group

31. Our customers become our… testing team

32. Our customers become our… marketing dept.

33. Our customers become our… sales force

34. Our customers become our… corporate recruiter

35. Our customers become our… brand ambassadors

36. Our customers become our… graphic designers

37. Our customers become our… fundraisers

39. I Insert your company here! because ____________________

40. EXPERIENCE People want you to react when they share the you gave them!

41. You paid attention to me!

42. You value me!

43. You listened to me!

44. Where should we be?

45. We should be here… (but not necessarily all at once!)

46. Questions? Next: Tactics

47. LISTEN LISTEN LISTEN LISTEN LISTE LISTEN LISTEN LISTEN LISTEN LISTE LISTEN LISTEN LISTEN LISTEN LISTE LISTEN LISTEN LISTEN LISTEN LISTE LISTEN LISTEN LISTEN LISTEN LISTE LISTEN LISTEN LISTEN LISTEN LISTE LISTEN LISTEN LISTEN LISTEN LISTE LISTEN LISTEN LISTEN LISTEN LISTE LISTEN LISTEN LISTEN LISTEN LISTE LISTEN LISTEN LISTEN LISTEN LISTE LISTEN LISTEN LISTEN LISTEN LISTE LISTEN LISTEN LISTEN LISTEN LISTE LISTEN LISTEN LISTEN LISTEN LISTE LISTEN LISTEN LISTEN LISTEN LISTE LISTEN LISTEN LISTEN LISTEN LISTE LISTEN LISTEN LISTEN LISTEN LISTE

52. BRAND YOURSELF BRAND YOURSELF BRAND YOURSELF BRAND YOURSELF BRAND YOURSELF BRAND YOURSELF BRAND YOURSELF BRAND YOURSELF BRAND YOURSELF BRAND YOURSELF BRAND YOURSELF BRAND YOURSELF BRAND YOURSELF BRAND YOURSELF BRAND YOURSELF BRAND YOURSELF BRAND YOURSELF BRAND YOURSELF BRAND YOURSELF BRAND YOURSELF BRAND YOURSELF BRAND YOURSELF BRAND YOURSELF BRAND YOURSELF BRAND YOURSELF BRAND YOURSELF BRAND YOURSELF BRAND YOURSELF BRAND YOURSELF BRAND YOURSELF

63. mystarbucksidea.com

65. Easy to submit

66. Voting system Up/down

67. In one year

68. 70,000 ideas

69. Great ideas Promos and Products

70. Feedback they need to hear

71. 94 implemented 56 under review Some had over 50,000 points

72. EMPLOYEES EMPLOYEES EMPLOYEES EMPLOYEES EMPLOYEES EMPLOYEES EMPLOYEES EMPLOYEES EMPLOYEES EMPLOYEES EMPLOYEES EMPLOYEES EMPLOYEES EMPLOYEES EMPLOYEES EMPLOYEES EMPLOYEES EMPLOYEES EMPLOYEES EMPLOYEES EMPLOYEES EMPLOYEES EMPLOYEES EMPLOYEES EMPLOYEES EMPLOYEES EMPLOYEES EMPLOYEES EMPLOYEES EMPLOYEES EMPLOYEES EMPLOYEES EMPLOYEES EMPLOYEES EMPLOYEES EMPLOYEES EMPLOYEES EMPLOYEES EMPLOYEES EMPLOYEES EMPLOYEES EMPLOYEES EMPLOYEES EMPLOYEES EMPLOYEES EMPLOYEES EMPLOYEES EMPLOYEES EMPLOYEES EMPLOYEES EMPLOYEES EMPLOYEES EMPLOYEES EMPLOYEES

76. Respond to our customers'... ...passions

77. Respond to our employees'... ...passions

78. And bring the two... ...together

81. Give them lots of... ...resources

82. Encourage them to… ...share

84. TRACK RESULTS TRACK RESULTS TRACK TRACK RESULTS TRACK RESULTS TRACK TRACK RESULTS TRACK RESULTS TRACK TRACK RESULTS TRACK RESULTS TRACK TRACK RESULTS TRACK RESULTS TRACK TRACK RESULTS TRACK RESULTS TRACK TRACK RESULTS TRACK RESULTS TRACK TRACK RESULTS TRACK RESULTS TRACK TRACK RESULTS TRACK RESULTS TRACK TRACK RESULTS TRACK RESULTS TRACK TRACK RESULTS TRACK RESULTS TRACK TRACK RESULTS TRACK RESULTS TRACK TRACK RESULTS TRACK RESULTS TRACK TRACK RESULTS TRACK RESULTS TRACK TRACK RESULTS TRACK RESULTS TRACK TRACK RESULTS TRACK RESULTS TRACK TRACK RESULTS TRACK RESULTS TRACK TRACK RESULTS TRACK RESULTS TRACK

87. Questions?

88. You Can Do This! WE CAN HELP

89. Connect with me

90. www.mediasauce.com Learn about us, pose questions, and read our blog.

91. THANK YOU!