Post on 06-May-2015
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THE NEW WAYS TO
INCREASECUSTOMER ENGAGEMENT
DAN MOORE, CEOSMART WEB CONCEPTSDMOORE@GETSWC.COM
Tuesday, October 18, 11
Tuesday, October 18, 11
GOAL OF THIS SESSION:
AFFECTTHE WAY YOU THINK ABOUT
COMMUNICATION
Tuesday, October 18, 11
Tuesday, October 18, 11
WHAT ARE THE VERTICALS ?AND THE OPPORTUNITIES ?
Tuesday, October 18, 11
Tuesday, October 18, 11
LETS DO A QUICK
DRILL
Tuesday, October 18, 11
LETS DO A QUICK
DRILL
Tuesday, October 18, 11
What is your PREFFERED method of communication?★Face to Face?★Text Messaging?★Email?★via Social Media?★Skype or Face Time?★Chat/IM?
LETS DO A QUICK
DRILL
Tuesday, October 18, 11
Tuesday, October 18, 11
WHAT IS MY CUSTOMER
DOING?
AND WILL OFFERING OTHER FORMS OF COMMUNICATION
BE EFFECTIVEDURING PEAK TIMES
Tuesday, October 18, 11
Tuesday, October 18, 11
ONE COMPANY’S PAIN ?ANOTHER’S ROI ?
• According to the Center for Internet Addiction, employers lose nearly $4 billion dollars each year to internet misuse. Although the internet has greatly improved many industries and workplaces, the constant presence of it can be overwhelming. There is often a blurred line between personal and work use.
• Do you see an opportunity here?
Tuesday, October 18, 11
Tuesday, October 18, 11
BREAKING DOWN THE FORMS OF
COMMUNICATION
CHAT EMAIL SOCIAL WEBCAM MOBILE VIDEO
Tuesday, October 18, 11
Tuesday, October 18, 11
WHAT ARE THE BENEFITS OF
CHAT?• With more traffic visiting your
website than your store, why wouldn’t you focus more time and resources to catch these opportunities for engagement? • Setting up a chat strategy that
provides the customer with the ability to be in contact with Parts, Service, and Sales will ultimately create more consumer engagement.
Tuesday, October 18, 11
Tuesday, October 18, 11
BEST PRACTICES OF
CHAT• Be available to chat during business hours.• If you don’t have the time or the manpower, look into
a managed solution.• Just like phones, create a process and scripts for all
departments.• Have a Passive and Proactive chat client to increase
engagement.
Tuesday, October 18, 11
Tuesday, October 18, 11
WHAT ARE THE BENEFITS OF
EMAIL?Like phones, email in conjunction with other communication verticals can increase deliverability and engagement from consumers.
Tuesday, October 18, 11
Tuesday, October 18, 11
Tuesday, October 18, 11
Tuesday, October 18, 11
Tuesday, October 18, 11
Tuesday, October 18, 11
•No multi sized fonts with RainBow COLORS.•Text-only emails if you can control yourself,
with majority of people receiving their emails via mobile phone make it easy for them to read.
•Use links instead of images to help with spam and mobile friendly emails.
BEST PRACTICES
Tuesday, October 18, 11
Tuesday, October 18, 11
WHAT ARE THE BENEFITS OF
SOCIAL MEDIA?With social media such a popular channel for day-to-day engagement, this vertical offers real time messages to the end user while by-passing spam and other challenges we have using other communication channels.
Tuesday, October 18, 11
Tuesday, October 18, 11
BEST PRACTICES OF
SOCIAL MEDIA
•Encourage staff to have a personal social page to engage with customers.•Messages should be personable and content rich.•When providing links try to keep them with in the social media platform.
DRIVE AWARENESS THAT YOU COMMUNICATE VIA SOCIAL MEDIA.
Tuesday, October 18, 11
Tuesday, October 18, 11
SAMPLE PAGES:
Tuesday, October 18, 11
Tuesday, October 18, 11
SAMPLE PAGES:
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Tuesday, October 18, 11
Tuesday, October 18, 11
Tuesday, October 18, 11
Tuesday, October 18, 11
Tuesday, October 18, 11
TWITTER = MATRIX
Tuesday, October 18, 11
Tuesday, October 18, 11
TWITTER WITH TWYLAH
Tuesday, October 18, 11
Tuesday, October 18, 11
WHAT ARE THE BENEFITS OF
WEBCAMS?• Web cam can provide a virtual
person to person engagement that ultimately leads to a quicker rapport than an email communication. • Skype and phones offer webcam
features. These are great tools that are often ignored in many Dealerships.
Tuesday, October 18, 11
Tuesday, October 18, 11
BEST PRACTICES OF
WEBCAMS•Practice with co-workers,
friends, and family to become more comfortable.•Set up the different services and
become familiar with how they work.
Tuesday, October 18, 11
Tuesday, October 18, 11
WHAT ARE THE BENEFITS OF
MOBILE?• What can we say about technology
other than its ever changing and offering more ways to reach people. • Smart phones these days offer
functionalities of SMS, Chat, Video, Social Media, and of course phone. Its like a Swiss Army Knife of communication and allows people not to be chained to a desk allowing a high level of production to be accomplished.
Tuesday, October 18, 11
Tuesday, October 18, 11
BEST PRACTICES OF
MOBILE•Find away to empower your Dealership to use this tool.•Get training on how to maximize its use!•Set up Video, Social Media, Email, CRM, and Chat on the device.
Tuesday, October 18, 11
Tuesday, October 18, 11
WHAT IS IN YOUR CUSTOMERS POCKET ?HOW DO YOU COMMUNICATE WITH THEM ?
Tuesday, October 18, 11
Tuesday, October 18, 11
WHAT ARE THE BENEFITS OF
VIDEO?• Video is an a great way to enhance
email and social communications by sending the consumer a direct message telling them about you, your company and your product. • On a side note we can’t dismiss its
organic search abilities if deployed and video channels with the proper keywords as well.
Tuesday, October 18, 11
Tuesday, October 18, 11
• Focus on the message vs. the professional quality.• If you haven't already, build a library of testimonials, welcome
to the Dealership, and about us, and vehicle walk-around.• Build a YouTube channel if you haven't already.• Use a tool like Eyejot.com for video emails. • Some video deployment resources for the over achievers;
www.tubemogul.com or www.Blip.tv
BEST PRACTICES
VIDEO
Tuesday, October 18, 11
Tuesday, October 18, 11
Tuesday, October 18, 11
Tuesday, October 18, 11
THE NEW WAYS TO
INCREASECUSTOMER ENGAGEMENT
facebook.com/smartwebconcepts
twitter.com/smartwebconcept
DAN MOORE, CEOSMART WEB CONCEPTSDMOORE@GETSWC.COM
Tuesday, October 18, 11