This document discusses various topics related to customer service and experience. It provides tips on using social media and technology to engage customers, generate leads, and improve the customer experience. Specific strategies mentioned include using Facebook ads and custom audiences to target customers, developing a niche focus, implementing online payments and forms, and making processes easy for customers through tools like triple monitors and fillable PDFs. The overall message is that focusing on customer service, experience, and using technology can help businesses connect with customers and build their brand.
15. Is an term used to describe emergence of info.
technology:
First in the consumer market
Then spread into business
Many technology-based products have had
their beginnings in the defense & business
markets:
Facsimile machines
Calculators
Mobile phone
Personal computers
CONSUMERIZATION
16. CONSUMERIZATION
• “No one cares how much you know, until
they know how much you care”…
• Creates a window that shows transparency,
builds trust, and your brand.
• Getting employees to share & use productive
and enhancing consumer technology at and
away from work is a wise strategy.
23. CUSTOMER EXPERIENCE
how the consumer of today
perceives value and makes a
buying decisions….
…based on the interactions they have with
you or your agency throughout the life of
your business relationship
24.
25. WEBSITE
• How are they finding you
• Where do customers look
• Why are they coming
• Contact info
• Payments
• Quotes
• Be mobile optimized
26. NICHE
• It’s a must going forward
• One of the few industry and professionals that has not
• The client wants and deserves it.
• Companies want it
• Helps when you sell
• Helps agents learn and build confidence
33. FACEBOOK
• It is a branding and marketing tool…not a sales tool!!!
• Be yourself
• Use your network to build others business
34. FACEBOOK ADS
• Boost post
• Promote your page
• Advertising engine
• Power editor - Awesome Sauce
• Custom Audiences
• Pixels
35. Like & Interest impressions
SOMETHINGS I DO THAT YOU CAN
• Get your message out to the exact person
• Direct them to what you want them to see
• Niche and target marketing at it’s best
• Generic branding impressions
• Happy Birthday
• Thank you
• Holiday ads
36. AFTER THE SELL
• Welcome Packet
• Email
• Physical mailer
• Thanks you card
• Rocket Referrals
• Referral Program
• Email cross-selling campaigns
37. MAKE IT EASY
• Triple monitors
• Lastpass
• Instant messaging
• Skype
• Jing
• Gdrive / Dropbox
• Social media
• Email exchange
• Fillable PDF
• Marble Box