paul greenberg keynote: april 24, 2012

K e yno te

Welcome to the Era of Customer Engagement

F o r e ca s t s

B y 2 0 14 , 70% of all businesses in the Global 2000 will have gamified apps.[Gartner]

B y 2 0 16 , we’re looking at a $2.8 billion market.

B y 2 0 12 , 200% growth over 2011. $100,000,000.[M2]

C o m p a n y p r e p a r a t i o n

E x p e c t a t i o n s .Meet customer expectations, if reasonable.

R e a c t i o n s .Don’t react to everything.

R e l a t i o n s h i p .Treat customer as a partner, not a client.Involve customer as extension of company (community retailing).

R e s o u r c e .Resource customers to sculpt their relationship with you.

V a l u e .Recognize customers and your idea of value are not the same.

I m p o r t a n t c h a n n e l s .Provide most important channels to customers, not necessarily all of them.

Business