Turn customer handshakes into hugs and selfies
So much focus for brands today is on creating a "new" customer experience to reach both millennials and generation z, few understand what it takes to embrace this change and build a community. These are the slides I (Brian Fanzo) created to present to the clients and partners of Sitel Worldwide, a customer support and resource global outsourcing brand. They keynote was focused around what my book "A Millennial Mindset" is based on: Change, Collaboration and Community. This presentation includes: Change in Customer Behaviors What is a Millennial Mindset Change of customer experience because of Mobile What has to change to embrace millennials What not to do Value of Social Media Importance of Content Future of video and live streaming
Turn customer handshakes into hugs and selfies
- 1. How To Turn Customer Handshakes into Hugs & Selfies! ISOCIALFANZ.COM
- 2. Connecting Great People with Great People To Do Great Things Change Evangelist Brian Fanzo Pager Wearing Millennial
- 4. Social - Mobile - Analytics - Cloud Changed Times Have http;//SMACtalk.LIVE
- 5. 2.3 billion active social media users Social media users have risen by 176 million in the last year 1 million new active mobile social users are added every day *Brandwatch
- 6. We Are Living In A MOBILE NOW World! The average consumer under 35 years old checks their device 58+ times a day!
- 7. The Consumer is no longer dumb! 82% of shoppers say they consult their phones on purchases they're about to make in a store.
- 8. Where, When & How They Want it! Personalization Subscription Model Sharing Economy On- Demand Snapchat Attention Span
- 9. A MILLENNIAL MINDSET Community is the future of business Future of innovation is collaboration Future of Marketing is social good
- 10. 80% of global consumers agree that business must play a role in addressing societal issues. 56% of Millennials select where to work based on brands purpose! Empower Your Brands Greatest Asset
- 12. Customers Don't Think: Professional Life vs Personal Life They Just Call it.. LIFE
- 13. Perfection is a fairy tale Control is an illusion
- 14. How Do You Standout From The Noise?
- 15. Your WHAT is BORING! Why do you do what you do? How will it impact me? What will it do for my life?
- 16. A MILLENNIAL MINDSET DIGITALNATIVESVSDIGITALDINOSAURS 1. TRUST 2. TRAINING 3. TOOLS
- 17. People - Places - Products - Experiences ACCESS Provide
- 18. Brands Greatest Influencers Are already on their payroll!
- 19. Everyone wants to know a brand cares & feel a part of a brand success Participatory Content
- 21. Show U Care Before they know they want you to care! Engage Where Your Community is Today, and Listen For Where They'll Be Tomorrow!
- 22. Live Video Podcasts Sponsorship of Community Industry Events Employee Thought Leadership
- 23. Define Success First! Twitter = Community Growth, Brand Awareness, Real-Time Conversations Facebook = Connect, Nuture & Educate your existing audience YouTube = Solve Problems, Convey Thought Leadership, Document & Celebrate Success
- 24. Embrace your digital eyeballs 81% of internet traffic in 2020 will be video
- 25. What doesn't work! Throwing Technology at people problems Believing customers & employees aren't digital Treating social media as a checkbox Believing customers & employees aren't digital
- 26. I Don't Know > I Don't Care 78 percent of people who complain to a brand via Twitter expect a response within an hour
- 27. Nobody will ever say: You're sharing too much you care too much or you think like a fan too much! Brian@iSocialFanz.com