C2X - Make your FB S.M.I.L.E. από τον Βασίλη Βασιλειάδη

Post on 04-Aug-2015

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Transcript of C2X - Make your FB S.M.I.L.E. από τον Βασίλη Βασιλειάδη

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!