Zappos mx-preso-3-3-09revised-090303171238-phpapp01

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Excelente presentación de zappos.com sobre atención al cliente contada por el responsable de este área, krianbalma

Empresariales

Zappos at a Glance ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Customer service value proposition in action… ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Power of Repeat Customers & Word of Mouth

3 foundational things we’ve learned are necessary for good service online:

1 - Customer Service: What Customers First See ,[object Object],[object Object],[object Object],[object Object]

2 - Customer Service: What Customers Experience ,[object Object],[object Object],[object Object],[object Object],[object Object]

3 - Customer Service: What We Do Internally ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

1 – Give your customers a voice on your site ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

2 – Enable Product Sharing ,[object Object],[object Object],[object Object],[object Object]

Customer experience extends beyond just your site!

Time to figure out how to extend the experience!

Why? Because not all customers pick up the phone!

Why? To make better educated purchases?!

Why? Probably all of the above, and more! That’s LOTS of people willing to help look out for your business, provide feedback and ideas, etc!

Most people don’t pick up the phone and call us!

Evolving Customer Connections Phone Live Chat Social Sites, Networks, etc… 1,100,000+ opportunities to interact per day 6,000+ calls a day 400+ live chats per day

That’s right, 1,100,000 per day in the social space And growing!!!

Or you can annualize it:401,500,000+ invitations to interact per year

How does a company engage in an organized predictive way?

Is People Planning the new media planning?

Don’t plan great media, plan great people! Have the RIGHT people, have the RIGHT voice

People Planning Train EVERYONE to be a customer service agent Good Customer Service = 

People Planning Rally the company behind the IDEA of pro-actively talking to customers

People Planning Employees will want to engage customers, as often as possible.

Zappos Goal: Have as many employees be a voice! Why? We believe in People Planning being at the heart of our success.

How does one do that? Have the right culture and nurture it Have committable core values and aspire to live them INVEST in hiring and firing and pay people to leave ($$$) Stay focused and make people focused investments Education!

Strategy: Maintain Transparency Make it easy for people to see that we are, just a company of people just like you! We have nothing to hide, we’ll show you what people are saying about us and what WE are saying We like to make people smile and laugh

What does a Snuggie have to do with Zappos? Absolutely nothing, but it has everything to do with an engagement opportunity!

Thank you for allowing me to be here! ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Legal and Financial Disclaimer ,[object Object],[object Object],[object Object],[object Object],[object Object]

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Mental health has been in the news quite a bit lately. Dozens of U.S. states are currently suing Meta for contributing to the youth mental health crisis by inserting addictive features into their products, while the U.S. Surgeon General is touring the nation to bring awareness to the growing epidemic of loneliness and isolation. The country has endured periods of low national morale, such as in the 1970s when high inflation and the energy crisis worsened public sentiment following the Vietnam War. The current mood, however, feels different. Gallup recently reported that national mental health is at an all-time low, with few bright spots to lift spirits. To better understand how Americans are feeling and their attitudes towards mental health in general, ThinkNow conducted a nationally representative quantitative survey of 1,500 respondents and found some interesting differences among ethnic, age and gender groups. Technology For example, 52% agree that technology and social media have a negative impact on mental health, but when broken out by race, 61% of Whites felt technology had a negative effect, and only 48% of Hispanics thought it did. While technology has helped us keep in touch with friends and family in faraway places, it appears to have degraded our ability to connect in person. Staying connected online is a double-edged sword since the same news feed that brings us pictures of the grandkids and fluffy kittens also feeds us news about the wars in Israel and Ukraine, the dysfunction in Washington, the latest mass shooting and the climate crisis. Hispanics may have a built-in defense against the isolation technology breeds, owing to their large, multigenerational households, strong social support systems, and tendency to use social media to stay connected with relatives abroad. Age and Gender When asked how individuals rate their mental health, men rate it higher than women by 11 percentage points, and Baby Boomers rank it highest at 83%, saying it’s good or excellent vs. 57% of Gen Z saying the same. Gen Z spends the most amount of time on social media, so the notion that social media negatively affects mental health appears to be correlated. Unfortunately, Gen Z is also the generation that’s least comfortable discussing mental health concerns with healthcare professionals. Only 40% of them state they’re comfortable discussing their issues with a professional compared to 60% of Millennials and 65% of Boomers. Race Affects Attitudes As seen in previous research conducted by ThinkNow, Asian Americans lag other groups when it comes to awareness of mental health issues. Twenty-four percent of Asian Americans believe that having a mental health issue is a sign of weakness compared to the 16% average for all groups. Asians are also considerably less likely to be aware of mental health services in their communities (42% vs. 55%) and most likely to seek out information on social media (51% vs. 35%).

How Race, Age and Gender Shape Attitudes Towards Mental Health

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A report by thenetworkone and Kurio. The contributing experts and agencies are (in an alphabetical order): Sylwia Rytel, Social Media Supervisor, 180heartbeats + JUNG v MATT (PL), Sharlene Jenner, Vice President - Director of Engagement Strategy, Abelson Taylor (USA), Alex Casanovas, Digital Director, Atrevia (ES), Dora Beilin, Senior Social Strategist, Barrett Hoffher (USA), Min Seo, Campaign Director, Brand New Agency (KR), Deshé M. Gully, Associate Strategist, Day One Agency (USA), Francesca Trevisan, Strategist, Different (IT), Trevor Crossman, CX and Digital Transformation Director; Olivia Hussey, Strategic Planner; Simi Srinarula, Social Media Manager, The Hallway (AUS), James Hebbert, Managing Director, Hylink (CN / UK), Mundy Álvarez, Planning Director; Pedro Rojas, Social Media Manager; Pancho González, CCO, Inbrax (CH), Oana Oprea, Head of Digital Planning, Jam Session Agency (RO), Amy Bottrill, Social Account Director, Launch (UK), Gaby Arriaga, Founder, Leonardo1452 (MX), Shantesh S Row, Creative Director, Liwa (UAE), Rajesh Mehta, Chief Strategy Officer; Dhruv Gaur, Digital Planning Lead; Leonie Mergulhao, Account Supervisor - Social Media & PR, Medulla (IN), Aurelija Plioplytė, Head of Digital & Social, Not Perfect (LI), Daiana Khaidargaliyeva, Account Manager, Osaka Labs (UK / USA), Stefanie Söhnchen, Vice President Digital, PIABO Communications (DE), Elisabeth Winiartati, Managing Consultant, Head of Global Integrated Communications; Lydia Aprina, Account Manager, Integrated Marketing and Communications; Nita Prabowo, Account Manager, Integrated Marketing and Communications; Okhi, Web Developer, PNTR Group (ID), Kei Obusan, Insights Director; Daffi Ranandi, Insights Manager, Radarr (SG), Gautam Reghunath, Co-founder & CEO, Talented (IN), Donagh Humphreys, Head of Social and Digital Innovation, THINKHOUSE (IRE), Sarah Yim, Strategy Director, Zulu Alpha Kilo (CA).

Social Media Marketing Trends 2024 // The Global Indie Insights

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The search marketing landscape is evolving rapidly with new technologies, and professionals, like you, rely on innovative paid search strategies to meet changing demands. It’s important that you’re ready to implement new strategies in 2024. Check this out and learn the top trends in paid search advertising that are expected to gain traction, so you can drive higher ROI more efficiently in 2024. You’ll learn: - The latest trends in AI and automation, and what this means for an evolving paid search ecosystem. - New developments in privacy and data regulation. - Emerging ad formats that are expected to make an impact next year. Watch Sreekant Lanka from iQuanti and Irina Klein from OneMain Financial as they dive into the future of paid search and explore the trends, strategies, and technologies that will shape the search marketing landscape. If you’re looking to assess your paid search strategy and design an industry-aligned plan for 2024, then this webinar is for you.

Trends In Paid Search: Navigating The Digital Landscape In 2024

Search Engine Journal

From their humble beginnings in 1984, TED has grown into the world’s most powerful amplifier for speakers and thought-leaders to share their ideas. They have over 2,400 filmed talks (not including the 30,000+ TEDx videos) freely available online, and have hosted over 17,500 events around the world. With over one billion views in a year, it’s no wonder that so many speakers are looking to TED for ideas on how to share their message more effectively. The article “5 Public-Speaking Tips TED Gives Its Speakers”, by Carmine Gallo for Forbes, gives speakers five practical ways to connect with their audience, and effectively share their ideas on stage. Whether you are gearing up to get on a TED stage yourself, or just want to master the skills that so many of their speakers possess, these tips and quotes from Chris Anderson, the TED Talks Curator, will encourage you to make the most impactful impression on your audience. See the full article and more summaries like this on SpeakerHub here: https://speakerhub.com/blog/5-presentation-tips-ted-gives-its-speakers See the original article on Forbes here: http://www.forbes.com/forbes/welcome/?toURL=http://www.forbes.com/sites/carminegallo/2016/05/06/5-public-speaking-tips-ted-gives-its-speakers/&refURL=&referrer=#5c07a8221d9b

5 Public speaking tips from TED - Visualized summary

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Everyone is in agreement that ChatGPT (and other generative AI tools) will shape the future of work. Yet there is little consensus on exactly how, when, and to what extent this technology will change our world. Businesses that extract maximum value from ChatGPT will use it as a collaborative tool for everything from brainstorming to technical maintenance. For individuals, now is the time to pinpoint the skills the future professional will need to thrive in the AI age. Check out this presentation to understand what ChatGPT is, how it will shape the future of work, and how you can prepare to take advantage.

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Zappos mx-preso-3-3-09revised-090303171238-phpapp01

1. by: @krianbalma

4. Power of Repeat Customers & Word of Mouth

5. 3 foundational things we’ve learned are necessary for good service online:

9. 2 Bonus things we’ve learned….

10.

11.

12. Though, Times are Changing!

13. Customer experience extends beyond just your site!

14. Time to figure out how to extend the experience!

15. Why? Because not all customers pick up the phone!

16. Create more touch points with your customers… … and you enable more frequent and meaningful engagement with them (Brand longevity!)

17. Why? Because people want to be heard!

18. Why? To gather information?!

19. Why? To make better educated purchases?!

20. Why? To feel like they are part of it?

21. Why? To talk about their experiences!

22. Why? Probably all of the above, and more! That’s LOTS of people willing to help look out for your business, provide feedback and ideas, etc!

23. That is, if you are listening.

24. Most people don’t pick up the phone and call us!

25. Evolving Customer Connections Phone Live Chat Social Sites, Networks, etc… 1,100,000+ opportunities to interact per day 6,000+ calls a day 400+ live chats per day

26. That’s right, 1,100,000 per day in the social space And growing!!!

27. Or you can annualize it:401,500,000+ invitations to interact per year

28. How does a company engage in an organized predictive way?

29. Which leads me to…

30. Is People Planning the new media planning?

31. Don’t plan great media, plan great people! Have the RIGHT people, have the RIGHT voice

32. People Planning Train EVERYONE to be a customer service agent Good Customer Service = 

33. People Planning Rally the company behind the IDEA of pro-actively talking to customers

34. People Planning Employees will want to engage customers, as often as possible.

35. Zappos Goal: Have as many employees be a voice! Why? We believe in People Planning being at the heart of our success.

36. How does one do that? Have the right culture and nurture it Have committable core values and aspire to live them INVEST in hiring and firing and pay people to leave ($$$) Stay focused and make people focused investments Education!

37. Strategy: Maintain Transparency Make it easy for people to see that we are, just a company of people just like you! We have nothing to hide, we’ll show you what people are saying about us and what WE are saying We like to make people smile and laugh

38. Transparency Tools – twitter.zappos.com

39. Get your partners involved!

40. Transparency Tools – Zappos.TV

41. Transparency Tools – Facebook Page

42. What does a Snuggie have to do with Zappos? Absolutely nothing, but it has everything to do with an engagement opportunity!

43. The reshaping of customer expectations

44. Reshaping customer expectations

45. Reshaping customer expectations

46.

47.