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Welcome to Today’s Webinar

Capitalizing on Your Customer Conversations

@SPLICESoftware #ConversationROI

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HOST: Chelsea Kaefer MC: Marcia Bastos PANELIST: Tracy Bradley

Meet Your Hosts#ConversationROI

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Webinar Sponsor

SPLICE Software provides personalized, Data-Driven™ and relevant communications to customers across their preferred channel. We provide full-service software solutions to make customer conversations the best they can be through:

Personalized MessagingLinguistically Optimized ScriptProfessional Voice Talents

#ConversationROI

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Capitalizing on Your Customer Conversations

How to make the most of conversations. Maximize your Conversation ROI!

#ConversationROI

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The Benefits of a Great Conversation

Linguistically Optimizing Customer Communications

Strategic Messaging Best Practices

Turning Your Conversations into $$$

Real World Implementations

What you will Learn:#ConversationROI

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How do social or cultural environments

interact with language?

Conversation 101#ConversationROI

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“If you talk to a man in a language he understands, it

goes to his head.

If you talk to him in his language, that goes to his

heart.”

#ConversationROI

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Why connect with customers on a deeper level?

When you speak with a person, a reward center in our brains is activated.

Dr. Matthew Lieberman

Reward Centers#ConversationROI

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It’s about taking the time to go back to the drawing board…

A conversation should have the following:

Trust & Authenticity Relevance Measureable Value

Linguistic Optimization#ConversationROI

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Don’t talk to strangers

Trust & Authenticity#ConversationROI

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Don’t talk to strangers

Always make an introduction

Foster familiarity in your conversations

and listenership will increase!

Trust & Authenticity#ConversationROI

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You lost me…

Make sure to personalize messages

with relevant content

If you are not concerned with your audience’s needs, why would they

listen?

Relevance#ConversationROI

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Time is of the essence!

77% of consumers say that valuing their time is the most important thing a company can do.1

1Forrester, 2014

Measureable Value#ConversationROI

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Strategic Messaging

Industry Best Practices

Contractions

Short Sentences

Short Words

Using What You Have Customer Data

#ConversationROI

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Before you attempt to communicate, make sure you’re being safe and smart in every communication channel.

FCC & CRTC

Identify who you are & why you’re reaching out

Always give the option to opt-out

Only contact warm leads

Existing business relationships Express consent

Keep it Legal#ConversationROI

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Especially when dealing with your customers information, they need to know that you are keeping them safe!

Privacy Policies

Data Security

Authentication

Outbound Messaging Inbound Messaging

Keep it Safe#ConversationROI

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A conversation with your customers requires an artfully crafted and seamless experience…

Online & Phone are Customer Preferred Channels*

Forrester 2014

Choosing Your Channel#ConversationROI

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Meet your customers expectations by keeping them aware, being proactive and serving them better.

Manage: Expectations

Market: Value PropositionsDrive customer engagement with segments, personalized offers and notifications.

Measure: EverythingWatch and listen to how your customers respond to improve future engagement.

#ConversationROI

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DON PEPPERS @DonPeppers

“Integrated marketing incorporates an individuals customer’s own perspective

into all customer-facing functions”

#ConversationROI

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Inbound call volumes = $$$ Savings

Traffic = $$$ Sales

Word-of-mouth referrals = $$$ New Accounts

Channel fees = $$$ Savings

The Dollars and Cents#ConversationROI

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In Summary…#ConversationROI

Your Relationships Benefit from a Great Conversation

Linguistically Optimized Customer Communications Garner More Attention

Use Best Practices to Create Your Messages

= See the $$$ come in!

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Submit questions on Twitteror via Webex chat

@SPLICESoftware#ConversationROI

#ConversationROI

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Check your inboxes for our latest White Paper!

Thank You!#ConversationROI