Connecting the Dots: Let’s Join the Conversation

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For more information about the marcus evans marketing summit series: marketingseries@marcusevanscy.com Jason Bradshaw, Head of Customer Experience at Target Australia discussing Connecting the Dots: Let’s Join the Conversation at the CMO ANZ Summit 2015.

Marketing

Social MediainAustralia
Facebook
14,000,000
YouTube
13,850,000
Instagram
5,000,000 1AU
LinkedIN
3,660,000
TwiFer
75%2,771,000AU
AU refers to AcHve Users

TeamMembers Customers Prospec7ve
Customers
Community
Members
Suppliers
WhousesSocial Media?

Why is Social Media so popular ?
PLEASURE …
Live,Learn,Love & To Belong

What isCustomerExperience/Engagement?
S
Success
DidIachievewhat I
want toachieve?
E
Eﬀort
Wasit easytoachieve
success?
E
Emo7on
Wasthismemorable,
engaging&authen7c?
+ +
=
Lifelong
Customers

Name and shame…
I dry heaved and I
wasn’t even there…
Still not even a
response that’s
pretty bad service…

206,600 results or approximately
1million minutes
of videos complainingabout service.

Connec:ng theDOTS>Social MediaSuccess
DM
Digital
Marke7ng
DSE
DigitalService
&Engagement
+ =
Engaged & Loyal
Customers

I am not happy with this item …what
are you going to do about it?
Thank you for contacting us, if you
send us a private message we would
be happy to assist.

“Remember when Trolls were the kings of the world?
Woo hoo! They're back and only at Target stores.”

?
Whereisyour
audience?
Howdoyouwant to
engageyouraudience
? Whoisyouraudience??
ChooseyourNetworks
? What isyourpurpose?

SomehintstobeSOCIAL
Decideonyourvoice&
matchyourcustomer
ConnectyourMarke7ng
&ServiceTeams
BeTimely
Respondtoeveryone TryStuﬀ,Learn&Have
Fun
Then…Listen&
Analyse

I’dlovetohearfromyou
Web www.jasonbradshaw.com.au
Email jason@jasonbradshaw.com.au
Cell +61423 55 77 54
@jasonsbradshaw

For more information about the
marcus evans marketing
summit series:
marketingseries@marcusevanscy.com

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