c2x - make your fb s.m.i.l.e. από τον Βασίλη Βασιλειάδη
TRANSCRIPT
Welcome!
Vassilis Vassiliadis Training Director, OTEAcademy CEX Master Practitioner CXPA Member
C2X® - Make your FB S.M.I.L.E.
Customer
EXperience
EXcellence
C2X®
?
Customer
EXperience
is the Next Competitive
Battleground
• Strong differentiator • Hard to be copied • One-way strategy
Customer
EXperience
better
worse
Customer Expectations
There is a STORY to
tell
There is a STORY to
tell
% of social media users participating at least once a month
70% hear other’s experiences
65% learn more about brands/products/services
53% compliment brands
50% express concerns/complaints about brands/services
Frequency of Social Stories… Activities
Nielsen Report, Europe 2012
the importance of Stories
is an old story…
Where stories are told…? Old times
•Kafeneio (but forgotten)
Nowadays
•New Kafeneio - facebook (scripta manent)
24x7, 365d, no borders…
Kafeneio New
is Customer Experience affected by Facebook?
58% more likely to share customer experience today than 5 years ago in facebook
•Match mood – use empathy
• Implement an agreed solution
•Encourage feedback
•Let the customer know progress
•Stop talking – start listening
Stop talking – start listening
positives negatives
32% of sm users expect a response within 30 minutes
•Match mood – use empathy
• Implement an agreed solution
•Encourage feedback
•Let the customer know progress
•Stop talking – start listening
Match mood – use empathy
•Match mood – use empathy
• Implement an agreed solution
•Encourage feedback
•Let the customer know progress
•Stop talking – start listening
Implement an agreed solution
•Match mood – use empathy
• Implement an agreed solution
•Encourage feedback
•Let the customer know progress
•Stop talking – start listening
Let the customer know progress
•Match mood – use empathy
• Implement an agreed solution
•Encourage feedback
•Let the customer know progress
•Stop talking – start listening
What choice do they have?
High
Low
Endure - Voice - Exit
Unhappy customers
Loyalty
Encourage feedback
advocates want
great experiences
Use S.M.I.L.E. to build advocates
in the old & the NEW Kafeneio!
from our brand
for our brand!
is the leading resource for positive reviews
Thank you!