A SHORT WHILE BACK, I PUBLISHED THE PRESENTATION FIVE POWERFUL ELEMENTS OF CUSTOMER ENGAGEMENT. I ASKED IF THERE WAS AN INTEREST IN AN EXTENDED VERSION OF THE SLIDESHOW AND THERE WAS AN OVERWHELMING RESPONSE. WHAT WILL FOLLOW IS THE FIRST IN A SERIES OF FIVE. THIS IS THE HUMAN ELEMENT EACH OF THESE DECKS ARE A COLLECTION OF IDEAS AND INSIGHTS ABOUT EACH ELEMENT OF CUSTOMER ENGAGEMENT. I HOPE YOU FIND THIS SERIES USEFUL, INSPIRING AND THOUGHT PROVOKING.

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CUSTOMER ENGAGEMENT IS NOT ROCKET SCIENCE

JUST KEEP IN MIND THAT...

While we may think of customer engagement as a very complex and highly advanced part of society, it’s really as simple as everything else we

do in our daily lives.

As you go through this presentation, the one thing that I’d ask you to keep at the forefront of your mind is that

simplicity drives successful customer engagements not complexity.

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PEOPLE ARE REAL.

PEOPLE TALK.

PEOPLE DON’T FORGET.

PEOPLE RELY ON TRUST.

PEOPLE HAVE A LIFE.

THE KEY TO CUSTOMER ENGAGEMENT IS

PEOPLE

1ST WHICH LEADS US TO THE FIRST

ELEMENT IN CUSTOMER ENGAGEMENT

THE

HUMAN ELEMENT

SO WE START DABBLING IN CHANNELS WITH NO GUARANTEE OF A SOLID COMMITMENT, BUT IT MIGHT GET SOME THEIR ATTENTION.

AND WHILE NUMBERS MAY PAINT A PICTURE OF HOW MANY CONNECTIONS MADE, WHAT VALUE DO THEY REALLY OFFER?

The Halo Effect Through the “halo effect” idea, first impressions can influence subsequent judgments of perceived credibility.

PERHAPS VALUE IN THE NUMBER IS AN INDICATION OF INFLUENCE.

DOES THIS MEAN THAT A PERSON WOULD BUILD AN INSTANT RELATIONSHIP OR IMMEDIATELY BUY STUFF? NOT EXACTLY.

WHILE INFLUENCE CAN IMPACT A FIRST IMPRESSION, A RELATIONSHIP ON THEIR TERMS CAN LAST A LIFETIME.

SO WHAT CAN WE DO AS MARKETERS TO MAKE THIS HAPPEN?

A B C A BWELL, OUR JOB IS NOT GETTING PEOPLE FROM

IT’S CREATING VALUE ... B C

PEOPLE ENCOURAGING SO THE VALUE MARKETERS CAN CREATE IS BY

TO ENGAGE

THROUGH FIRST HAND EXPERIENCES GIVING THEM SOMETHING TO BELIEVE IN

...people will never forget how you made them feel.

~Maya Angelou

AT GAMBLING ON EACH POTENTIAL RELATIONSHIP FOCUSING ON THAT IS BETTER THAN ANY POSSBILE CHANCE

CUSTOMERS = PEOPLE SO ALWAYS REMEMBER THAT

PEOPLE = HUMAN VITAL TO CUSTOMER ENGAGEMENT

WITHOUT PEOPLE THERE CAN BE NO CUSTOMER ENGAGEMENT