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Innovative Strategies for Customer Outreach Global Summit of Women

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					Innovative Strategies for Customer Outreach
Global Summit of Women




                                        Athens June 2 2012
Agenda




   a.Customer Centric Model
   b.Innovation-best practices
   c.Communities




                                 2
Customer Centric Model




   Creating a positive consumer experience at the
   point of sale and post-sale.
   A customer-centric approach can add value to a
   company by enabling it to differentiate itself from
   competitors who do not offer the same experience.




                                                         3
4 key aspects of Customer.



           Chann                         Inci
                                              d
                   e
           Choice ls:                    man ent
                   an                         age
           integra d                        Fast ment
                  tion                           a
                                           effec nd
                                                tive




                                                Com
         Produ                                      mun
                 ct :                            Ask       ic
          Simple                                     , list ation:
                 and                                       en, a
                                                                 ct…
            easy



                         How can we innovate?
                                                                       4
Innovation Best Practices
Case 1: BBVA- Global Bank




    üRetail Bank group +150 years
    üLeader in Spain
     1st
    ü Financial institution in Mexico
    üTop 15 banks in USA in deposits volume
    üpresence in +30 countries
    ü104.000 employees
    ü47M clients
    ü900.000 shareholders
    üInnovation centre since 2005




                                              6
BBVA


  Through Easybank Concept, BBVA is integrating all
  distribution channels to focus on the client driving
  freedom of choice




                                                         7
BBVA


  BBVA has designed the office of the future, a shopping
  space that is just another channel




                                                           8
BBVA


  BBVA is an example of how you can integrate channels
  to acquire, serve and engage your clients




                                                         9
Case 2: VITALIA- Healthcare medium Company




 üNetwork of Elderly day care center
 ü2004 by Entrepreneur Catalina Hoffman
 üInnovative Hoffman Method
 üFranchise business model
  35
 ü centers in Spain
 üPlan to open in Mexico,
   Colombia & Brazil
 üCase study in HBS




                                             10
VITALIA: Service/product innovation


   Clients (2) needs not fulfilled were the basis of the
   Hoffman method. Holistic approach for elderly care.

                         Initial Assessment and
                         multidiscipline follow up




     Familiy schools                                   Personalized
                                                        treatment
                              Hoffman
                              method,
     Monthly follow up        intelectual            Short, medium and L
         reports               property                  -Term goals




                             Treatment
                           implementation
                                                                           11
VITALIA: Communication


  Vitalia has innovated in Customer communication
  channels both for acquisition and engagement


 üContent Marketing - Generates relevant contents and
 stories- Media Coverage. Own TV and radio
 Programs


 üAccess to clients progress through web platform.
 Social media (twitter, facebook) to engage clients and
 provide information of interest




                                                          12
Case 3: OnRetrieval




   üSmall Spanish company specialized in data
   recovery in devices and operative systems.
   üFunded in 2005
   üPresence in Spain, Latin America and Israel
   üTech partners in different countries (Spain,
   USA, Canada, Russia)
   üSmall structure, highly de-localize




                                                   13
OnRetrieval: Social Media


  How a small company can maximize social media and
  new technology to reach customers

  ü24x7 Customer service through telephone, email, chat, Skype, Facebook
  and twitter.

  üProvides relevant and very specialized contents for clients and prospects
  through twitter, YouTube and its blog (do´s and don'ts, news, offers, etc)

  üMaximizes social media potential outsourcing google positioning (SEO) and
  uses tools to find semantics related to its service to proactively approach
  potential clients.




                                                                                14
OnRetrieval : Pricing


  OnRetrieval operates on a success fee based strategy
  that has proven to be very successful

  üDevises Collection, delivery and budget are free.

  üOnRetrieval only charges the customer if data has been recovered (96%)

  üSince implementing this strategy budget acceptances had increased from
  60% to 80%.




                                                                            15
Communities
Benefits


  To innovate we need to      be updated, constantly searching for new
  ideas and have the right network




    üLook for the communities that fit your business needs
     (sectors, geography, goals)
    üParticipate and share
    üBe aware of new business and customer trends
    üLearn, Business Schools




                                                                         17
Global Summit




                18
Red Innova


 Annual Global Conference for Tech Entrepreneurs that provides
 access to unique speakers, investors and workshops in New York,
 Brazil and Spain.




                                                                   19
INICIADOR


Entrepreneurs network which   goals are promoting and facilitating
entrepreneurship. Started in Spain and has recently been launched in
Silicon Valley and Tokyo.
                                     üMonthly meetings
                                     üSpecial events
                                     üAccess to experts and investors




                                                                        20
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