5 Things I Learned from Customer Lovefest 2015
Tuesday, September 01, 2015
It has been four days after the 1st Customer Lovefest - a
two-in-one event highlighting the 1st Customer Experience Management
Conference, and 4th Customer Loyalty and Rewards Conference.
There are a lot of lessons I learned that I would share in various
articles, but for now I am sharing the 5 top things I learned from the 1st
Customer Lovefest.
1. Treat Your Website as Human
This is a simple yet powerful concept. If our websites are human,
then as humans, it can answer the needs correctly of other humans that are
inquiring to our companies. In addition, it will be able to go the extra mile,
creating a satisfied customer.
2. Go Back to the Basics
Todd Kurie, VP for Marketing, Redmart recalls the Deli Store in New
York that everyday he frequents for his breakfast. The owner, a Korean, knows
what he wants and served him always on time. These two elements endear the Deli
store to Todd.
As Todd shares, “Sometimes being simple and basic makes a lasting
impression”.
So to enhance your customer experience and improve your customer
loyalty and rewards program go back to the basics.
3. Turning Customer to Brand Advocates is a Snake and Ladders Game
If you remember the game snake and ladders and play it, you will
recall the every mistake you commit, you slide down and go back a few steps near
to where you started. The same can be said in running your loyalty and rewards
program, one day you have an avid fan, the next day your fan can be your hater.
This fragile relationship with companies to customers makes the job
of the one assigned in the customer experience and customer loyalty and rewards
department challenging.
You must always be ready to recover and make some actions in order
to rectify mistakes and bring your customers back to your brand.
4. We are Going Mobile Now
The smartphone users are increasing in the blink of an eye. This
increase is changing the way we behave and we interact with companies.
The increase of smartphone users is a game changer in terms of how
we will conduct our customer experience management in the digital front, and
our customer loyalty and rewards program implementation.
The Millenials are here and they are very different from the past
generations. The mobile phones are their main weapon. In order to survive, we
must submit to this trend.
5. Better Together and Doing the Real
Social Networking
Technology is good, but on the flip side, it offered us a make
believe reality that we are socialized.
This topic generated some buzz among delegates. A lot of delegates
were inspired by the presentation of Ms. Margot Torres, VP for Marketing and
Communications of Mc Donalds Philippines.
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