Let\'s face it, the world has changed - a generation is emerging that will never dial a 1-800 number to reach customer service. New enabling technologies have made consumers more efficient self-organizers, hyper-connectors and mass producers of their own media. This necessitates that companies adapt and become more nimble. It also means companies must embrace participatory marketing strategies and tactics to address customer issues and to evolve and protect their brand.

1. WELCOME
The New Rules of Customer
Service – Participate or Perish
THANK YOU!
May 26, 2009

2. Value Proposition:
• Education:
Webinars/Research
• Best Practices
• Case Studies
• Access to
Future/Potential
Customers: Gen Y Panel
• Free Whitepapers
• Don’t forget to join!
Marketing Is Evolving? So How Can The PMN Help?

3. Exciting Changes:
• Membership Now FREE:1,300 +
• New Research
• Gen Y Panel Hits The Road – Internet
Retailer Show, DMA Annual
• New Advisory Board
George LeBrun Bill Hanifin
New & Evolving

4. Steve Rubel,
SVP, Director of
Insights Edelman
Digital
Micro Persuasion
Ad Age
Our Featured Speaker

5. “Satisfaction Guaranteed”
Participate or PRESENTATION
SOCIAL MEDIA Perish
Steve Rubel, SVP/Director of Insights
Edelman Digital
steve.rubel@edelman.com | twitter.com/steverubel

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7. TREND: People are turning to social media to
get their problems resolved. This has a direct
impact on brands as customer care and online
reputation blend.
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8. Amanda Mooney, Digital Media Strategist
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9. SATISFACTION GUARANTEED:
The Opportunity
• 74% of consumers agree/strongly agree
that they choose brands based on the
customer experiences they read about online
(SNCR)
•59.1% of those who use social media “vent”
about customer care experience (SNCR)
http://flickr.com/photos/jacobvorpahl/2087225900/ •85% of people who use social media feel
brands should have a presence there (Cone)
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10. THE BABY MONITOR PRINCIPLE
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11. STEP 1 :REGULARLY AUDIT THE ENTIRE
ONLINE EXPERIENCE
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18. STEP 2 : SET UP DIGITAL EMBASSIES
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29. STEP 3 :BE PREPARED TO ACT QUICKLY
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33. “Satisfaction Guaranteed”
Participate or PRESENTATION
SOCIAL MEDIA Perish
Steve Rubel, SVP/Director of Insights
Edelman Digital
steve.rubel@edelman.com | twitter.com/steverubel

34. Blog
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36. Start and continue the
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INFO@THEPMN.ORG
mdellapenna@aitisolutions.com
rthomas@aitisolutions.com