the human element

The Human ElementThe first of 5 Powerful Customer Engagement Elements

Profile: http://johnmerritt.netSlideshare: http://www.slideshare.net/johnemerritt

• A short while back, I published the presentation five powerful elements of customer engagement. I asked if there was an interest in an extended version of the slideshow and there was an overwhelming response. What will follow is the first in a series of Five. This is the Human Element.

Each of these decks are a collection of ideas and insights about each element of customer engagement.

• I hope you find this series useful, inspiring and thought provoking.

• Just Keep in Mind That…• Customer Engagement is not Rocket Science• While we may think go customer engagement

as a very complex and highly advanced part of society, it’s really as simple as everything else we do in our daily lives.

• As you go through this presentation, the one thing that I’d ask you to keep at the forefront of your mind is that simplicity drives successful customer engagements not complexity.

• So Where Does Customer Engagement Begin? Good Question.

• 1 – People are Real.• 2 – People rely on Trust.• 3 – People Talk.• 4 – People have a Life.• 5 – People don’t’ Forget.

• The Vital Connective tissue across each element are the people whom are to be engaged.

• The Key to Customer Engagement is People

• Which Leads us to the First Element in Customer Engagement

• The Human Element

• We Are Human.• People are Real. They don’t want to be a

number but they want a relationship that works best for them.

• So we start dabbling in channels with no guarantee of a solid commitment, but it might get their attention.

• And while numbers may paint a picture if how many connections made, What value do they really offer?

• Perhaps value in the number is an indication of influence.

• The Halo Effect• Through the “halo effect” idea, first

impression can influence subsequent judgments of perceived credibility.

• Does this mean that a person would build an instant relationship or immediately buy stuff? Not exactly.

• So what can we do as marketers to make this happen?

• Well, out job is not getting people from A to B to C, it’s creating value.

• So the value marketers can create is by encouraging people to engage

• Giving them something to believe in through first hand experiences.

• …people will never forget how you made them feel.

• Focusing on that is better than any possible chance at gambling on each potential relationship

• So Always Remember That• Customers = People

• People = Human • Vital to Customer Engagement

• Without people, there can be no customer engagement.