Modern tools in customer relations (part 2).pdf

www.ideo.pl Modern tools in customer relations (part 2)How to do it well? Łukasz Szymański, E-marketing specialist, Ideo Sp. z o.o. | Innovative customer information management in Energetyka | 31.05.2012

www.ideo.pl o Introduction o What do Internet users like o A few important designing principles o Different tools... o ...but the same process Presentation plan Łukasz Szymański, E-marketing specialist, Ideo Sp. z o.o. | Innovative customer information management in Energetyka | 31.05.2012

www.ideo.pl Progressive globalization processes and the development of information technologies mean that more and more companies are choosing to use IT tools to communicate with their customers. This not only speeds up the delivery of business processes and customer service, but also reduces the costs involved. As a result, it contributes to the increase of profits generated by the company. Łukasz Szymański, E-marketing specialist, Ideo Sp. z o.o. | Innovative customer information management in Energetyka | 31.05.2012

www.ideo.pl More and more people have Internet access. We are accustomed to the wide availability of the Internet, mobile devices, easier contacts with other people / companies. We can easily say that we even demand this type of contact. We do not talk about it, but... we are sad when someone "is not there"... Łukasz Szymański, E-marketing specialist, Ideo Sp. z o.o. | Innovative customer information management in Energetyka | 31.05.2012

www.ideo.pl Some prefer the Customer Service Office, which they can visit, other telephone contact. Another person can be satisfied with an online customer service, or even with a chat with the consultant. In order not to be blamed by customers for bias (or worse) - we should give everyone an equal chance and meet their expectations. Łukasz Szymański, E-marketing specialist, Ideo Sp. z o.o. | Innovative customer information management in Energetyka | 31.05.2012

www.ideo.pl But who knows what they want? A few words about habits... Łukasz Szymański, E-marketing specialist, Ideo Sp. z o.o. | Innovative customer information management in Energetyka | 31.05.2012

www.ideo.pl Communication We are not in the information era... We are in the age of entertainment The Internet affects not only the form of a content presentation and the content itself but also its quality. Even in the case of a more ambitious content, authors use entertainment elements to have a chance to break through. Łukasz Szymański, E-marketing specialist, Ideo Sp. z o.o. | Innovative customer information management in Energetyka | 31.05.2012

www.ideo.pl As ancients used to say: learn from your mistakes. The most important thing, however, is to learn from others… As much as possible, analyze your competition’s strategy in the context of your topic. See what they are doing, how they are doing it and what are the results? If someone is doing something well - it's worth repeating (but not plagiarizing ...) If someone is doing something wrong - you already know how to avoid it Draw conclusions Łukasz Szymański, E-marketing specialist, Ideo Sp. z o.o. | Innovative customer information management in Energetyka | 31.05.2012

www.ideo.pl Draw conclusions 2 BILLION PEOPLE ON THE INTERNET MORE THAN 1 BILLION PEOPLE USE SOCIAL NETWORKS 5 BILLION ENTRIES ON FACEBOOK PER WEEK 200 MILLION BLOGS Łukasz Szymański, E-marketing specialist, Ideo Sp. z o.o. | Innovative customer information management in Energetyka | 31.05.2012

www.ideo.pl Draw conclusions 36% OF SOCIAL NETWORKS USERS WRITE ABOUT BRANDS Łukasz Szymański, E-marketing specialist, Ideo Sp. z o.o. | Innovative customer information management in Energetyka | 31.05.2012

www.ideo.pl It's all about their emotions… Łukasz Szymański, E-marketing specialist, Ideo Sp. z o.o. | Innovative customer information management in Energetyka | 31.05.2012

www.ideo.pl As you know, 1 unsatisfied customer can do more harm than 10 satisfied ones. If one is very unhappy, it will be even more productive... Łukasz Szymański, E-marketing specialist, Ideo Sp. z o.o. | Innovative customer information management in Energetyka | 31.05.2012 | 31.05.2012

www.ideo.pl Monitor the situation Łukasz Szymański, E-marketing specialist, Ideo Sp. z o.o. | Innovative customer information management in Energetyka | 31.05.2012

www.ideo.pl If your friends have ever been saying things about you behind your back... ...you probably would like to know what they were saying On the Internet, the issue is much easier. If the content about us is available publicly, media monitoring tools will find it. You can react appropriately if someone writes about you and later draw conclusions from what they said. Draw conclusions – monitor the situation Łukasz Szymański, E-marketing specialist, Ideo Sp. z o.o. | Innovative customer information management in Energetyka | 31.05.2012

www.ideo.pl Draw conclusions – monit the situation Łukasz Szymański, E-marketing specialist, Ideo Sp. z o.o. | Innovative customer information management in Energetyka | 31.05.2012

www.ideo.pl There are also more advanced ones - paid tools. It's not about tools, but how you use them Draw conclusions – monitor the situation Łukasz Szymański, E-marketing specialist, Ideo Sp. z o.o. | Innovative customer information management in Energetyka | 31.05.2012

www.ideo.pl CUSTOMER SERVICE Draw conclusions – monitor the situation Łukasz Szymański, E-marketing specialist, Ideo Sp. z o.o. | Innovative customer information management in Energetyka | 31.05.2012

www.ideo.pl Tracking key phrases for your business can help you find clients across the network. Draw conclusions – monit the situation SALES SUPPORT Łukasz Szymański, E-marketing specialist, Ideo Sp. z o.o. | Innovative customer information management in Energetyka | 31.05.2012

www.ideo.pl What will you do when someone visits you? Łukasz Szymański, E-marketing specialist, Ideo Sp. z o.o. | Innovative customer information management in Energetyka | 31.05.2012

www.ideo.pl Straight to the goal?

www.ideo.pl Website’s usability is a feature that helps you effectively achieve your goals. What does usability measure? ● Task execution speed ● Speed of learning ● Number of errors ● Satisfaction Łukasz Szymański, E-marketing specialist, Ideo Sp. z o.o. | Innovative customer information management in Energetyka | 31.05.2012 What is it utility?

www.ideo.pl Some facts – www.kupujemyoczami.pl Łukasz Szymański, Specjalista ds. e-marketingu, Ideo Sp. z o.o. | Innowacyjne zarządzanie informacją o Kliencie w Energetyce | 31.05.2012

www.ideo.pl Audience ignores ads (and everything that resembles them) Łukasz Szymański, E-marketing specialist, Ideo Sp. z o.o. | Innovative customer information management in Energetyka | 31.05.2012

www.ideo.pl But they love numbers Łukasz Szymański, E-marketing specialist, Ideo Sp. z o.o. | Innovative customer information management in Energetyka | 31.05.2012

www.ideo.pl … and videos and product animations Łukasz Szymański, E-marketing specialist, Ideo Sp. z o.o. | Innovative customer information management in Energetyka | 31.05.2012