Athens June 2 2012 Innovative Strategies for Customer Outreach
Global Summit of Women
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Agenda 1.Customer Centric Model 2.Innovation-best practices
3.Communities 2
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Customer Centric Model Creating a positive consumer experience
at the point of sale and post-sale.consumerexperience point of sale
A customer-centric approach can add value to a company by enabling
it to differentiate itself from competitors who do not offer the
same experience.value company competitorsoffer 3
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4 key aspects of Customer. 4 Channels: Choice and integration
Product : Simple and easy Incident management Fast and effective
Communication: Ask, listen, act How can we innovate?
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Innovation Best Practices
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Case 1: BBVA- Global Bank 6 Retail Bank group +150 years Leader
in Spain 1st Financial institution in Mexico Top 15 banks in USA in
deposits volume presence in +30 countries 104.000 employees 47M
clients 900.000 shareholders Innovation centre since 2005
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BBVA 7 Through Easybank Concept, BBVA is integrating all
distribution channels to focus on the client driving freedom of
choice
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BBVA 8 BBVA has designed the office of the future, a shopping
space that is just another channel
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BBVA 9 BBVA is an example of how you can integrate channels to
acquire, serve and engage your clients
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Case 2: VITALIA- Healthcare medium Company 10 Network of
Elderly day care center 2004 by Entrepreneur Catalina Hoffman
Innovative Hoffman Method Franchise business model 35 centers in
Spain Plan to open in Mexico, Colombia & Brazil Case study in
HBS
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VITALIA: Service/product innovation 11 Clients (2) needs not
fulfilled were the basis of the Hoffman method. Holistic approach
for elderly care. Hoffman method, intelectual property Initial
Assessment and multidiscipline follow up Personalized treatment
Short, medium and L-Term goals Treatment implementation Monthly
follow up reports Familiy schools
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VITALIA: Communication 12 Vitalia has innovated in Customer
communication channels both for acquisition and engagement Content
Marketing - Generates relevant contents and stories- Media
Coverage. Own TV and radio Programs Access to clients progress
through web platform. Social media (twitter, facebook) to engage
clients and provide information of interest
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Case 3: OnRetrieval 13 Small Spanish company specialized in
data recovery in devices and operative systems. Funded in 2005
Presence in Spain, Latin America and Israel Tech partners in
different countries (Spain, USA, Canada, Russia) Small structure,
highly de-localize
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OnRetrieval: Social Media 14 How a small company can maximize
social media and new technology to reach customers 24x7 Customer
service through telephone, email, chat, Skype, Facebook and
twitter. Provides relevant and very specialized contents for
clients and prospects through twitter, YouTube and its blog (dos
and don'ts, news, offers, etc) Maximizes social media potential
outsourcing google positioning (SEO) and uses tools to find
semantics related to its service to proactively approach potential
clients.
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OnRetrieval : Pricing 15 OnRetrieval operates on a success fee
based strategy that has proven to be very successful Devises
Collection, delivery and budget are free. OnRetrieval only charges
the customer if data has been recovered (96%) Since implementing
this strategy budget acceptances had increased from 60% to
80%.
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Communities
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Benefits 17 Look for the communities that fit your business
needs (sectors, geography, goals) Participate and share Be aware of
new business and customer trends Learn, Business Schools To
innovate we need to be updated, constantly searching for new ideas
and have the right network
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Global Summit 18
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Red Innova 19 Annual Global Conference for Tech Entrepreneurs
that provides access to unique speakers, investors and workshops in
New York, Brazil and Spain.
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INICIADOR 20 Entrepreneurs network which goals are promoting
and facilitating entrepreneurship. Started in Spain and has
recently been launched in Silicon Valley and Tokyo. Monthly
meetings Special events Access to experts and investors