Presented by Shara Curlett www.revx.co.nz © REVX NZ Ltd
Aug 21, 2015
Presented by Shara Curlett www.revx.co.nz © REVX NZ Ltd
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© REVX NZ Ltd
© REVX NZ Ltd
© REVX NZ Ltd
© REVX NZ Ltd
© REVX NZ Ltd
© REVX NZ Ltd
© REVX NZ Ltd
© REVX NZ Ltd
© REVX NZ Ltd
© REVX NZ Ltd
© REVX NZ Ltd
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© REVX NZ Ltd
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© REVX NZ Ltd
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© REVX NZ Ltd
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© REVX NZ Ltd
...empowered buyers
that demand a new
level of customer
obsession
‘Competitive Strategy in the Age of the Customer’ – Forrester, June 2011
© REVX NZ Ltd
© REVX NZ Ltd
© REVX NZ Ltd
© REVX NZ Ltd
© REVX NZ Ltd
© REVX NZ Ltd
© REVX NZ Ltd
© REVX NZ Ltd
© REVX NZ Ltd
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Average # visits
Complaints
received
Service Excellence
(i.e. resulting from
staff training)
Quality of Member
Engagement
(i.e. Referral rates,
conversion rates, etc.)
Capacity and
Capability of
Workforce
(i.e. Staff training,
meeting attendance,
etc.)
(example only)
© REVX NZ Ltd
© REVX NZ Ltd
© REVX NZ Ltd
© REVX NZ Ltd
© REVX NZ Ltd
© REVX NZ Ltd
© REVX NZ Ltd
© REVX NZ Ltd
Future thinking
Agility
Intelligent
Risk-Taking
Reinforce your
Brand
Tell the
World
Assess
Time vs.
Return
Customer
Engagement
Be Real
Cultivate
Friendships
Surprise
& Delight
Ask & Listen
Communicate
Effectively
Quality Control
Embrace
Creativity
Stand Out
Get Noticed Re-Imagination
Maximise
Leverage
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customer is
sometimes simple is better
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it’s about
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© REVX NZ Ltd
© REVX NZ Ltd
© REVX NZ Ltd
Social Media
Content-Focus
Face-to-Face
Subscription
Sales
Affiliate
Referral
Directory/Listings
Website (broad)
Advertising (broad)
Promotions
Events
PR
Media Releases
Re-brand
Going “Viral”
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© REVX NZ Ltd
© REVX NZ Ltd
© REVX NZ Ltd
© REVX NZ Ltd
Blog
Facebook Posts
MOD
LOW
MOD
DIFF.
Magazine article
Radio Show
LOW
MOD
EASY
EASY
Goodle Advertising MOD MOD December campaign HIGH DIFF.
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Blog Article
Posts
$0
$0
MOD
LOW
MOD
DIFF.
Website Hits
Engagement
# Hits
% Engage
# Hits
% Engage
Newspaper
Flyer Drop
$1000
$500
MOD
MOD
HIGH
MOD
Response Rate
Sales
# Respond
# Sales
# Respond
# Sales
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