Jared Goralnick's Presentation at Emerging Communications Conference & Awards 2010 America
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This document appears to be a presentation about communicating with customers. It discusses the many communication tools available, how to reach customers, and getting past initial difficulties (the "suck threshold"). It emphasizes that technology cannot change human behavior, and provides tips for responding to customers in a timely manner. The presentation suggests focusing on creating good educational content for customers rather than expecting them to read manuals. It stresses concepts customers need to understand and keeping in touch with them going forward.
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Jared Goralnick's Presentation at Emerging Communications Conference & Awards 2010 America
- 2. 500 Ways to Communicate. Oy.or, Why Should a Customer Choose Your New Offering? Jared Goralnick, Founder April, 2010
- 3. eComm 2010 | 500 Ways to Communicate 3 a ZILLION communications tools
- 4. Your customer How do you reach them? eComm 2010 | 500 Ways to Communicate 4 flickr.com/photos/22624845@N02
- 5. eComm 2010 | 500 Ways to Communicate 5 Technology Can’t Change People
- 6. eComm 2010 | 500 Ways to Communicate 6
- 7. eComm 2010 | 500 Ways to Communicate 7
- 8. eComm 2010 | 500 Ways to Communicate 8 Getting Past the “Suck Threshold” Image: Kathy Sierra, http://headrush.typepad.com/creating_passionate_users/2006/03/how_to_be_an_ex.html
- 9. eComm 2010 | 500 Ways to Communicate 9
- 10. eComm 2010 | 500 Ways to Communicate 10 ? “OK, Great. How do I Educate?”
- 11. They won’t RTFM. eComm 2010 | 500 Ways to Communicate 11 But good content, that they’ll FR.
- 12. Sample: Batching eComm 2010 | 500 Ways to Communicate 12 Start a Task “Cone of Silence” Don’t Multitask
- 13. Sample: Responsive vs. Available eComm 2010 | 500 Ways to Communicate 13 People will respect a consistent response within a reasonable amount of time A few hours is still good customer service flickr.com/photos/ov3rload/
- 14. What concepts do your users need? eComm 2010 | 500 Ways to Communicate 14 http://www.flickr.com/photos/qisur/
- 15. eComm 2010 | 500 Ways to Communicate 15 Educate
- 16. Let’s keep in touch eComm 2010 | 500 Ways to Communicate 16 Jared Goralnick +1 240-296-0800 jared@awayfind.com @technotheory