Paul Greenberg Keynote: April 24, 2012
Transcript of Paul Greenberg Keynote: April 24, 2012
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K e yno te
Welcome to the Era of Customer Engagement
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F o r e ca s t s
B y 2 0 14 , 70% of all businesses in the Global 2000 will have gamified apps.[Gartner]
B y 2 0 16 , we’re looking at a $2.8 billion market.
B y 2 0 12 , 200% growth over 2011. $100,000,000.[M2]
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C o m p a n y p r e p a r a t i o n
E x p e c t a t i o n s .Meet customer expectations, if reasonable.
R e a c t i o n s .Don’t react to everything.
R e l a t i o n s h i p .Treat customer as a partner, not a client.Involve customer as extension of company (community retailing).
R e s o u r c e .Resource customers to sculpt their relationship with you.
V a l u e .Recognize customers and your idea of value are not the same.
I m p o r t a n t c h a n n e l s .Provide most important channels to customers, not necessarily all of them.
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