12. Why brands think we relate to them They’re great, their products are great, their services are great, or if they’re not great at least they provide great value, their customer service is great, and we should all be grateful
13. In the age of consumer engagement it is not the brand which defines its essence, its identity and its personality; its you and I s
23. The Authenticity Paradox “ Individuals long for authenticity, but struggle with how to gain it. Businesses long to fulfil that need by selling authenticity, but cannot really provide it. Yet consumers do perceive many inherently inauthentic offerings – as they do countries, cities, places, and nature – as undeniably authentic; so enterprises must learn the discipline of rendering their offerings as real” ‘Authenticity: What consumers really want’ – James Gilmore & Joseph Pine
29. This isn’t about social media Cust Service PR/Comms Retail POS Advertising Employees Product/service Outdoor Sponsorship Digital DM and Email Billing Behaviours Social interfaces Emotional response Word of Mouth Advocacy Detraction
32. Thanks Get in touch Molly Flatt WOM Evangelist @1000heads @mollyflatt + 447788746642 [email_address]
Notes de l'éditeur
If you want to use a client logo, it should go in the top left hand corner (though, the slide can of course remain 1000heads only!)
For a single contact, use only the details on the left hand side. In these cases, you may wish to add a photo on the right (e.g. if the deck is being used at a conference).