Winning Strategies for a Troubled Economy for etourism forum
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Winning strategies include digita - Richard Sedley presents surmounting challenges for troubled economy via digital strategy - etourism forum by Patrick Heuchenne
Winning Strategies for a Troubled Economy for etourism forum
- 1. Emergence 2009 eTourism Forum Cyprus 18 February 2009 Winning in a Troubled Economy Richard Sedley cScape Customer Engagement Director
- 2. Richard Sedley Director Customer Engagement
- 4. Six theses on digital customer engagement in a troubled economy
- 5. Six theses on digital customer engagement in a troubled economy 1. Cutting back during a downturn is a survival tactic not a winning strategy. Start by asking not what your customer can do for you, but what you can do for your customer
- 6. Six theses on digital customer engagement in a troubled economy 2. Developing customer engagement is a retention and acquisition strategy. Customers have both practical and emotional needs, both have to be met to achieve engagement
- 7. Definition of customer engagement Repeated interactions that strengthen the emotional, psychological and physical investment a customer has in a brand (product or service).
- 8. Six theses on digital customer engagement in a troubled economy 3. Digital media provide the best means for achieving customer engagement during a downturn. Dialogue not monologue is the true language of online business
- 9. Six theses on digital customer engagement in a troubled economy 4. Customer engagement is the best predictor of future business. Customer engagement is a relationship built on mutual benefit
- 10. Six theses on digital customer engagement in a troubled economy 5. Responses to economic downturns are not pre-determined. Research and test before you assume that customers will spend less online.
- 11. Six theses on digital customer engagement in a troubled economy 6. An economic downturn will create winners and losers. The winners will be those businesses that best use digital media and best engage their customers
- 13. 10 key trends in customer engagement
- 14. Simplicity
- 15. Sacrifice
- 16. Escapism
- 17. Nostalgia
- 18. Reuse
- 19. Trust
- 20. Control
- 21. Loyalty
- 22. Community
- 23. Leadership
- 24. Simplicity Trust Sacrifice Control Escapism Loyalty Nostalgia Community Reuse Leadership