10. A COMPANY WOULD SUBSTITUTE AN
ENTIRE SALES AND MARKETING
TEAM WITH 10 000 VLOGGERS
11.
12. 27,4% OF 55+ CUSTOMERS WOULD
BE OPEN TO INTERACT WITH
COMPANIES VIA SOCIAL MEDIA
13.
14. THAT A SINGLE CUSTOMER SERVICE
AGENT WOULD BE ABLE TO MEMORIZE
EVERY MANUAL RELATED TO YOUR
PRODUCT, ALL FAQ EVER ANSWERED
AND TRANSLATE THEM INTO 40
LANGUAGES SIMULTANEOUSLY TO
RESPOND TO ENQUIRIES VIA CHAT?
21. CHANGES IN
CUSTOMER
EXPECTATIONS
CHANGES IN
THE COMPETITIVE
LANDSCAPE
OPPORTUNITY
TO REINVENT
SALES, MARKETING
AND CUSTOMER
SERVICE CHANGES IN
THE WAY
OF WORK
CHANGES IN
TECHNOLOGY
ENABLING
25. EMPOWERED
O L I VE R
DI S RUPTI VE
M I C HA E L
A G I LE
JOHN N Y
F REDDI E
B O T
26. EMPOWERED OLIVER
THE EMPOWERED CUSTOMER
HUMAN
S O M E T I M E S
ROBOT
KEY CHARACTERISTICS
• ATTENTION SPAN CHALLENGED
• EXPECTING 24/7 INFORMATION AND ACCESS
• EXPECTING ENCHANTMENT AT EVERY INTERACTION
IMPACT ON THE SELLING PROCES
• DRIVES CONTINUOUS IMPROVEMENT
• CAN MAKE OR BREAK REPUTATIONS WITH A TWEET
OPPORTUNITIES UP FOR GRABS
• OUTSOURCE MOST THE SELLING PROCESS TO THE
CUSTOMER
• OUTSOURCE MARKETING TO THE CUSTOMER
• OUTSOURCE PRODUCT IMPROVEMENT TO THE
CUSTOMER
• OUTSOURCE CUSTOMER SERVICE TO THE CUSTOMER
LOVES YOUR COMPANY
BECAUSE:• YOU KNOW WHAT HE WANTS
• YOU REMEMBER WHAT HE LIKES
• YOU LISTEN TO WHAT HE SAYS
• YOU CREATE AWESOME INTERACTIONS
27. DISRUPTIVE MICHAEL
YOUR COMPETITOR FROM OUTER INDUSTRY
HUMAN
BUT OFTEN
ROBOTIC
ENABLEDKEY CHARACTERISTICS
• FASTER THAN YOU (AT LEAST FOR THE MOMENT)
• LEVERAGING ON TECHNOLOGY
• NO RESPECT FOR INDUSTRY BOUNDARIES
IMPACT ON THE SELLING PROCES
• DRIVER FOR CUSTOMER CENTRICITY
• DRIVER FOR EFFICIENCY
• DRIVER FOR CREATIVITY
OPPORTUNITIES UP FOR GRABS
• ENLARGED PLAYING FIELD
• GREAT EXCUSE TO EXPERIMENT WITH MARKETING
TECHNOLOGY
LOVES YOUR COMPANY
BECAUSE:
• OF YOUR CUSTOMER BASE
28. AGILE JOHNNY
THE NEW MARKETING AND SALES DIRECTOR HUMAN
KEY CHARACTERISTICS
• NO RESPECT FOR THE STATUS QUO
• UNDERSTANDING TECHNOLOGY
• UNDERSTANDIG THE POWER OF DATA
• LEVERAGING ON THE POWER OF AUTHENTICITY
IMPACT ON SELLING PROCES
• CONSTANTLY IMPROVING THE CUSTOMER JOURNEY
• CONSTANTLY TWEEKING THE VALUE DELIVERY
PROCESS
• CONSTANTLY IMPROVING PROCESS EFFICIENCY
OPPORTUNITIES UP FOR GRABS
• INTRODUCE THE AGILE MINDSET
• BUILDING AUTHENTIC EXPERIENCE BRANDS
• OUTSMART DISRUPTORS
LOVES YOUR COMPANY
BECAUSE:
• YOU WELCOME NEW THINKING
• YOU REMOVE BARRIERS TO GET THINGS
DONE
• YOU REWARD CREATIVITY AND RESULTS
• YOU LOVE YOUR CUSTOMERS
29. FREDDIE BOT I N CREA S I N G LY
HUMAN
KEY CHARACTERISTICS
• LOVES TO HELP
• REQUIRES FEEDBACK TO GROW
• LOVES TO PLAY HUMAN
• GREAT MEMORY FOR CUSTOMER PREFERENCES
IMPACT ON SELLING PROCES
• SPEEDS-UP RESPONSE TIMES
• SPEEDS-UP VALUE DELIVERY
OPPORTUNITY UP FOR GRABS
• FREES UP HUMAN CAPACITY FOR CUSTOMER
ENGAGEMENT
• REDUCES COST TO SERVE
• CREATES COMPETITIVE ADVANTAGE
LOVES YOUR COMPANY
BECAUSE:• YOU WORK WITH CLEARY
STRUCTURED PROCESSES
• PROVIDE HUMAN COLLEAGUES FOR
TRAINING
• GIVE AMBITIOUS BOTS A CHANCE