The customer is always right.pdf
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Thoughtful solutions
Nazwa przykładowego klienta right? The customer is always Propozycja You don’t say!współpracy
Łukasz Szymański - E-Marketing Specialist| #e-biznes festiwal | 14.11.2012
Łukasz Szymański - E-Marketing Specialist| #e-biznes festiwal | 14.11.2012
Łukasz Szymański - E-Marketing Specialist| #e-biznes festiwal | 14.11.2012
Łukasz Szymański - E-Marketing Specialist| #e-biznes festiwal | 14.11.2012
Łukasz Szymański - E-Marketing Specialist| #e-biznes festiwal | 14.11.2012
Łukasz Szymański - E-Marketing Specialist| #e-biznes festiwal | 14.11.2012
What can I get you?
Łukasz Szymański - E-Marketing Specialist| #e-biznes festiwal | 14.11.2012
5 reasons why I should order something here Łukasz Szymański - E-Marketing Specialist| #e-biznes festiwal | 14.11.2012
Bigger or smaller crisis can happen to your business
Everything depends on you how you deal with it
Łukasz Szymański - E-Marketing Specialist| #e-biznes festiwal | 14.11.2012
October 3rd an unwanted offer Łukasz Szymański - E-Marketing Specialist| #e-biznes festiwal | 14.11.2012
October 3rd entry on the company’s Facebook fanpage Łukasz Szymański - E-Marketing Specialist| #e-biznes festiwal | 14.11.2012
October 3rd an email message to the spokesman
Łukasz Szymański - E-Marketing Specialist| #e-biznes festiwal | 14.11.2012
October 4th submit the problem by filling in the form Łukasz Szymański - E-Marketing Specialist| #e-biznes festiwal | 14.11.2012
October 4th we found it! You will get the answer Łukasz Szymański - E-Marketing Specialist| #e-biznes festiwal | 14.11.2012
October 9th – please, be patient! We promise to get in touch! Łukasz Szymański - E-Marketing Specialist| #e-biznes festiwal | 14.11.2012
October 15th – still nothing… Łukasz Szymański - E-Marketing Specialist| #e-biznes festiwal | 14.11.2012
22.10 A letter! We apologize, you're absolutely right… Łukasz Szymański - E-Marketing Specialist| #e-biznes festiwal | 14.11.2012
Customer service changes with
I would like to offer you a card Łukasz Szymański - E-Marketing Specialist| #e-biznes festiwal | 14.11.2012
„Learn from your mistakes”
Łukasz Szymański - E-Marketing Specialist| #e-biznes festiwal | 14.11.2012
Analyze your competition Copy what is good / Avoid what is bad
Łukasz Szymański - E-Marketing Specialist| #e-biznes festiwal | 14.11.2012
Lots of blogs, Facebook posts, comments below articles
Łukasz Szymański - E-Marketing Specialist| #e-biznes festiwal | 14.11.2012
36% of social network users write about brands
Łukasz Szymański - E-Marketing Specialist| #e-biznes festiwal | 14.11.2012
E-motions… Łukasz Szymański - E-Marketing Specialist| #e-biznes festiwal | 14.11.2012
1 disappointed > 10 satisfied
Łukasz Szymański - E-Marketing Specialist| #e-biznes festiwal | 14.11.2012
Monitor the situation
Łukasz Szymański - E-Marketing Specialist| #e-biznes festiwal | 14.11.2012
Łukasz Szymański - E-Marketing Specialist| #e-biznes festiwal | 14.11.2012
Łukasz Szymański - E-Marketing Specialist| #e-biznes festiwal | 14.11.2012
Would you like a tablet for 0 PLN? Łukasz Szymański - E-Marketing Specialist| #e-biznes festiwal | 14.11.2012
24 month contract for: Bookkeeping - 189 PLN Income 1500 PLN/month Payment by credit card - 500PLN/month + formalities Łukasz Szymański - E-Marketing Specialist| #e-biznes festiwal | 14.11.2012
Why are customers still complaining about banks? Łukasz Szymański - E-Marketing Specialist| #e-biznes festiwal | 14.11.2012
Łukasz Szymański - E-Marketing Specialist| #e-biznes festiwal | 14.11.2012
Łukasz Szymański - E-Marketing Specialist| #e-biznes festiwal | 14.11.2012
Łukasz Szymański - E-Marketing Specialist| #e-biznes festiwal | 14.11.2012
Łukasz Szymański - E-Marketing Specialist| #e-biznes festiwal | 14.11.2012
Not only finances… Łukasz Szymański - E-Marketing Specialist| #e-biznes festiwal | 14.11.2012
Łukasz Szymański - E-Marketing Specialist| #e-biznes festiwal | 14.11.2012
Łukasz Szymański - E-Marketing Specialist| #e-biznes festiwal | 14.11.2012
The year of Mobile Apps The year of RTB (Real-Time Bidding) The year of the End of the World
Łukasz Szymański - E-Marketing Specialist| #e-biznes festiwal | 14.11.2012
The year of thinking!
Łukasz Szymański - E-Marketing Specialist| #e-biznes festiwal | 14.11.2012
Web 3.0 / Marketing 3.0 We need to be where the users are and follow them Assist them when they expect it
Fulfill their needs in the first place
With good service, the sale will come by itself
Łukasz Szymański - E-Marketing Specialist| #e-biznes festiwal | 14.11.2012
Let’s "surround" them with care • "Your" website / other web services • Customized mailing / newsletter • Mobile apps as well as text messaging
• Telephone calls when needed • Other media tools
Łukasz Szymański - E-Marketing Specialist| #e-biznes festiwal | 14.11.2012
Public administration • Web 1.0 - we have an email address • Web 2.0 - we respond to email messages from the customers
• Web 3.0 - we reply the same day
Łukasz Szymański - e-marketing specialist| InternetBeta 2012 | 27.09.2012
Łukasz Szymański - E-Marketing Specialist| #e-biznes festiwal | 14.11.2012
Ok – damy radę!
We want to serve customers in the best possible way. We want to make their life easier, so we design new solutions. We want customers to be happy to use it, because that is why we implement it.
Who do we often ask for the opinion? • We know very well how something should work
• Traders will gladly tell you how to do it, because they have the best contact with customers
• CEO of course knows best
Łukasz Szymański - E-Marketing Specialist| #e-biznes festiwal | 14.11.2012
Czy o czymś nie zapominamy?
This tool is intended for customers.
It should solve their problems Only then they will be happy to use it.
We only operate this system / tool and if everything goes well, we will also benefit from it. Why do we need the best system, if no one wants to use it?
Łukasz Szymański - E-Marketing Specialist| #e-biznes festiwal | 14.11.2012
Wewnętrznie jest łatwiej
Very often when implementing an intranet system the resistance among employees appears. They are afraid they will not be able to handle it, that it is time absorbing, and that it will have too much control over them…
Reasons for NOT using such a system can be as many potential users. In our company we have a duty to organize trainings. Unfortunately, we have no influence on customers - that is why the first impression is so important.
Łukasz Szymański, Specjalista ds. e-marketingu, Ideo Sp. z o.o. | Innowacyjne zarządzanie informacją o Kliencie w Energetyce
| 31.05.2012
Customer expectations analysis Łukasz Szymański - E-Marketing Specialist| #e-biznes festiwal | 14.11.2012
They do not always know what they need Łukasz Szymański - E-Marketing Specialist| #e-biznes festiwal | 14.11.2012
Expectations are changing
Łukasz Szymański - E-Marketing Specialist| #e-biznes festiwal | 14.11.2012
An analysis of current activities Łukasz Szymański - E-Marketing Specialist| #e-biznes festiwal | 14.11.2012
Business analysis "how does it work?" Łukasz Szymański - E-Marketing Specialist| #e-biznes festiwal | 14.11.2012
Test drive
Łukasz Szymański - E-Marketing Specialist| #e-biznes festiwal | 14.11.2012
What limits us? Łukasz Szymański - E-Marketing Specialist| #e-biznes festiwal | 14.11.2012
Łukasz Szymański - E-Marketing Specialist| #e-biznes festiwal | 14.11.2012
Łukasz Szymański - E-Marketing Specialist| #e-biznes festiwal | 14.11.2012
Łukasz Szymański - E-Marketing Specialist| #e-biznes festiwal | 14.11.2012
Łukasz Szymański - E-Marketing Specialist| #e-biznes festiwal | 14.11.2012
How does it work? I did not drive before, so how do I know how to use it?
I got a user manual
Łukasz Szymański - E-Marketing Specialist| #e-biznes festiwal | 14.11.2012
Let’s add a little charm The best driver is…
Łukasz Szymański - E-Marketing Specialist| #e-biznes festiwal | 14.11.2012
Interactive guide training guide - "first start"
Directions on how to get home (weather, time of day, distance)
Łukasz Szymański - E-Marketing Specialist| #e-biznes festiwal | 14.11.2012
I'm polite, I collect points
Łukasz Szymański - E-Marketing Specialist| #e-biznes festiwal | 14.11.2012
Łukasz Szymański - E-Marketing Specialist| #e-biznes festiwal | 14.11.2012
Sometimes a light bulb burns Or some part is used…
Łukasz Szymański - E-Marketing Specialist| #e-biznes festiwal | 14.11.2012
Journey to the unknown or a shorter trip
Łukasz Szymański - E-Marketing Specialist| #e-biznes festiwal | 14.11.2012
By providing care, the risk of "I did not know" is reduced.
"System" takes care of providing information. By means of www, a mobile app, SMS, email, a car display, portals, etc.
Łukasz Szymański - E-Marketing Specialist| #e-biznes festiwal | 14.11.2012
Is it possible? Yes, of course! You can build a positive brand image among your customers.
It requires a lot of work, some bigger budgets and you have to think it through, but it can be done.
There is only one 'but'... Łukasz Szymański - E-Marketing Specialist| #e-biznes festiwal | 14.11.2012
You need to want to think about customer needs in the same way that they think about it
Łukasz Szymański - E-Marketing Specialist| #e-biznes festiwal | 14.11.2012
"One more thing" but from a customer perspective • Am I not being followed too closely? • Do they know more about me than I would want to?
• Do they know me better than I know myself? • What about privacy and security?
Łukasz Szymański - E-Marketing Specialist| #e-biznes festiwal | 14.11.2012
Łukasz Szymański - E-Marketing Specialist| #e-biznes festiwal | 14.11.2012
Would you like to live more comfortably? Unfortunately, this involves sharing more information about you.
Łukasz Szymański - E-Marketing Specialist| #e-biznes festiwal | 14.11.2012
thoughtful solutions
Łukasz Szymański E-Marketing Consultant tel: +48 17 860 21 86 ext. 173 gsm: +48 500 067 606 e-mail: [email protected] www.ideoagency.com
Łukasz Szymański - E-Marketing Specialist| #e-biznes festiwal | 14.11.2012
Nazwa przykładowego klienta right? The customer is always Propozycja You don’t say!współpracy
Łukasz Szymański - E-Marketing Specialist| #e-biznes festiwal | 14.11.2012
Łukasz Szymański - E-Marketing Specialist| #e-biznes festiwal | 14.11.2012
Łukasz Szymański - E-Marketing Specialist| #e-biznes festiwal | 14.11.2012
Łukasz Szymański - E-Marketing Specialist| #e-biznes festiwal | 14.11.2012
Łukasz Szymański - E-Marketing Specialist| #e-biznes festiwal | 14.11.2012
Łukasz Szymański - E-Marketing Specialist| #e-biznes festiwal | 14.11.2012
What can I get you?
Łukasz Szymański - E-Marketing Specialist| #e-biznes festiwal | 14.11.2012
5 reasons why I should order something here Łukasz Szymański - E-Marketing Specialist| #e-biznes festiwal | 14.11.2012
Bigger or smaller crisis can happen to your business
Everything depends on you how you deal with it
Łukasz Szymański - E-Marketing Specialist| #e-biznes festiwal | 14.11.2012
October 3rd an unwanted offer Łukasz Szymański - E-Marketing Specialist| #e-biznes festiwal | 14.11.2012
October 3rd entry on the company’s Facebook fanpage Łukasz Szymański - E-Marketing Specialist| #e-biznes festiwal | 14.11.2012
October 3rd an email message to the spokesman
Łukasz Szymański - E-Marketing Specialist| #e-biznes festiwal | 14.11.2012
October 4th submit the problem by filling in the form Łukasz Szymański - E-Marketing Specialist| #e-biznes festiwal | 14.11.2012
October 4th we found it! You will get the answer Łukasz Szymański - E-Marketing Specialist| #e-biznes festiwal | 14.11.2012
October 9th – please, be patient! We promise to get in touch! Łukasz Szymański - E-Marketing Specialist| #e-biznes festiwal | 14.11.2012
October 15th – still nothing… Łukasz Szymański - E-Marketing Specialist| #e-biznes festiwal | 14.11.2012
22.10 A letter! We apologize, you're absolutely right… Łukasz Szymański - E-Marketing Specialist| #e-biznes festiwal | 14.11.2012
Customer service changes with
I would like to offer you a card Łukasz Szymański - E-Marketing Specialist| #e-biznes festiwal | 14.11.2012
„Learn from your mistakes”
Łukasz Szymański - E-Marketing Specialist| #e-biznes festiwal | 14.11.2012
Analyze your competition Copy what is good / Avoid what is bad
Łukasz Szymański - E-Marketing Specialist| #e-biznes festiwal | 14.11.2012
Lots of blogs, Facebook posts, comments below articles
Łukasz Szymański - E-Marketing Specialist| #e-biznes festiwal | 14.11.2012
36% of social network users write about brands
Łukasz Szymański - E-Marketing Specialist| #e-biznes festiwal | 14.11.2012
E-motions… Łukasz Szymański - E-Marketing Specialist| #e-biznes festiwal | 14.11.2012
1 disappointed > 10 satisfied
Łukasz Szymański - E-Marketing Specialist| #e-biznes festiwal | 14.11.2012
Monitor the situation
Łukasz Szymański - E-Marketing Specialist| #e-biznes festiwal | 14.11.2012
Łukasz Szymański - E-Marketing Specialist| #e-biznes festiwal | 14.11.2012
Łukasz Szymański - E-Marketing Specialist| #e-biznes festiwal | 14.11.2012
Would you like a tablet for 0 PLN? Łukasz Szymański - E-Marketing Specialist| #e-biznes festiwal | 14.11.2012
24 month contract for: Bookkeeping - 189 PLN Income 1500 PLN/month Payment by credit card - 500PLN/month + formalities Łukasz Szymański - E-Marketing Specialist| #e-biznes festiwal | 14.11.2012
Why are customers still complaining about banks? Łukasz Szymański - E-Marketing Specialist| #e-biznes festiwal | 14.11.2012
Łukasz Szymański - E-Marketing Specialist| #e-biznes festiwal | 14.11.2012
Łukasz Szymański - E-Marketing Specialist| #e-biznes festiwal | 14.11.2012
Łukasz Szymański - E-Marketing Specialist| #e-biznes festiwal | 14.11.2012
Łukasz Szymański - E-Marketing Specialist| #e-biznes festiwal | 14.11.2012
Not only finances… Łukasz Szymański - E-Marketing Specialist| #e-biznes festiwal | 14.11.2012
Łukasz Szymański - E-Marketing Specialist| #e-biznes festiwal | 14.11.2012
Łukasz Szymański - E-Marketing Specialist| #e-biznes festiwal | 14.11.2012
The year of Mobile Apps The year of RTB (Real-Time Bidding) The year of the End of the World
Łukasz Szymański - E-Marketing Specialist| #e-biznes festiwal | 14.11.2012
The year of thinking!
Łukasz Szymański - E-Marketing Specialist| #e-biznes festiwal | 14.11.2012
Web 3.0 / Marketing 3.0 We need to be where the users are and follow them Assist them when they expect it
Fulfill their needs in the first place
With good service, the sale will come by itself
Łukasz Szymański - E-Marketing Specialist| #e-biznes festiwal | 14.11.2012
Let’s "surround" them with care • "Your" website / other web services • Customized mailing / newsletter • Mobile apps as well as text messaging
• Telephone calls when needed • Other media tools
Łukasz Szymański - E-Marketing Specialist| #e-biznes festiwal | 14.11.2012
Public administration • Web 1.0 - we have an email address • Web 2.0 - we respond to email messages from the customers
• Web 3.0 - we reply the same day
Łukasz Szymański - e-marketing specialist| InternetBeta 2012 | 27.09.2012
Łukasz Szymański - E-Marketing Specialist| #e-biznes festiwal | 14.11.2012
Ok – damy radę!
We want to serve customers in the best possible way. We want to make their life easier, so we design new solutions. We want customers to be happy to use it, because that is why we implement it.
Who do we often ask for the opinion? • We know very well how something should work
• Traders will gladly tell you how to do it, because they have the best contact with customers
• CEO of course knows best
Łukasz Szymański - E-Marketing Specialist| #e-biznes festiwal | 14.11.2012
Czy o czymś nie zapominamy?
This tool is intended for customers.
It should solve their problems Only then they will be happy to use it.
We only operate this system / tool and if everything goes well, we will also benefit from it. Why do we need the best system, if no one wants to use it?
Łukasz Szymański - E-Marketing Specialist| #e-biznes festiwal | 14.11.2012
Wewnętrznie jest łatwiej
Very often when implementing an intranet system the resistance among employees appears. They are afraid they will not be able to handle it, that it is time absorbing, and that it will have too much control over them…
Reasons for NOT using such a system can be as many potential users. In our company we have a duty to organize trainings. Unfortunately, we have no influence on customers - that is why the first impression is so important.
Łukasz Szymański, Specjalista ds. e-marketingu, Ideo Sp. z o.o. | Innowacyjne zarządzanie informacją o Kliencie w Energetyce
| 31.05.2012
Customer expectations analysis Łukasz Szymański - E-Marketing Specialist| #e-biznes festiwal | 14.11.2012
They do not always know what they need Łukasz Szymański - E-Marketing Specialist| #e-biznes festiwal | 14.11.2012
Expectations are changing
Łukasz Szymański - E-Marketing Specialist| #e-biznes festiwal | 14.11.2012
An analysis of current activities Łukasz Szymański - E-Marketing Specialist| #e-biznes festiwal | 14.11.2012
Business analysis "how does it work?" Łukasz Szymański - E-Marketing Specialist| #e-biznes festiwal | 14.11.2012
Test drive
Łukasz Szymański - E-Marketing Specialist| #e-biznes festiwal | 14.11.2012
What limits us? Łukasz Szymański - E-Marketing Specialist| #e-biznes festiwal | 14.11.2012
Łukasz Szymański - E-Marketing Specialist| #e-biznes festiwal | 14.11.2012
Łukasz Szymański - E-Marketing Specialist| #e-biznes festiwal | 14.11.2012
Łukasz Szymański - E-Marketing Specialist| #e-biznes festiwal | 14.11.2012
Łukasz Szymański - E-Marketing Specialist| #e-biznes festiwal | 14.11.2012
How does it work? I did not drive before, so how do I know how to use it?
I got a user manual
Łukasz Szymański - E-Marketing Specialist| #e-biznes festiwal | 14.11.2012
Let’s add a little charm The best driver is…
Łukasz Szymański - E-Marketing Specialist| #e-biznes festiwal | 14.11.2012
Interactive guide training guide - "first start"
Directions on how to get home (weather, time of day, distance)
Łukasz Szymański - E-Marketing Specialist| #e-biznes festiwal | 14.11.2012
I'm polite, I collect points
Łukasz Szymański - E-Marketing Specialist| #e-biznes festiwal | 14.11.2012
Łukasz Szymański - E-Marketing Specialist| #e-biznes festiwal | 14.11.2012
Sometimes a light bulb burns Or some part is used…
Łukasz Szymański - E-Marketing Specialist| #e-biznes festiwal | 14.11.2012
Journey to the unknown or a shorter trip
Łukasz Szymański - E-Marketing Specialist| #e-biznes festiwal | 14.11.2012
By providing care, the risk of "I did not know" is reduced.
"System" takes care of providing information. By means of www, a mobile app, SMS, email, a car display, portals, etc.
Łukasz Szymański - E-Marketing Specialist| #e-biznes festiwal | 14.11.2012
Is it possible? Yes, of course! You can build a positive brand image among your customers.
It requires a lot of work, some bigger budgets and you have to think it through, but it can be done.
There is only one 'but'... Łukasz Szymański - E-Marketing Specialist| #e-biznes festiwal | 14.11.2012
You need to want to think about customer needs in the same way that they think about it
Łukasz Szymański - E-Marketing Specialist| #e-biznes festiwal | 14.11.2012
"One more thing" but from a customer perspective • Am I not being followed too closely? • Do they know more about me than I would want to?
• Do they know me better than I know myself? • What about privacy and security?
Łukasz Szymański - E-Marketing Specialist| #e-biznes festiwal | 14.11.2012
Łukasz Szymański - E-Marketing Specialist| #e-biznes festiwal | 14.11.2012
Would you like to live more comfortably? Unfortunately, this involves sharing more information about you.
Łukasz Szymański - E-Marketing Specialist| #e-biznes festiwal | 14.11.2012
thoughtful solutions
Łukasz Szymański E-Marketing Consultant tel: +48 17 860 21 86 ext. 173 gsm: +48 500 067 606 e-mail: [email protected] www.ideoagency.com
Łukasz Szymański - E-Marketing Specialist| #e-biznes festiwal | 14.11.2012
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