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Innovative Strategies for Customer Outreach Global Summit of Women. Agenda. Customer Centric Model Innovation-best practices Communities. Customer Centric Model. Creating a positive consumer experience at the point of sale and post-sale.

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Presentation Transcript
agenda
Agenda
  • Customer Centric Model
  • Innovation-best practices
  • Communities
customer centric model
Customer Centric Model
  • Creating a positive consumerexperience 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.
4 key aspects of customer
4 keyaspects of Customer.

Channels:

Choice and integration

Incident management

Fast and effective

Product :

Simple and easy

Communication:

Ask, listen, act…

How can we innovate?

case 1 bbva global bank
Case 1: BBVA- Global Bank
  • Retail Bank group +150 years
  • Leader in Spain
  • 1st Financial institution in Mexico
  • Top 15 banks in USA in deposits volume
  • presence in +30 countries
  • 104.000 employees
  • 47M clients
  • 900.000 shareholders
  • Innovation centre since 2005
slide7
BBVA

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

slide8
BBVA

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

slide9
BBVA

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

case 2 vitalia healthcare medium company
Case 2: VITALIA- Healthcare medium Company
  • Network of Elderly day care center
  • 2004 by Entrepreneur Catalina Hoffman
  • Innovative Hoffman Method
  • Franchise business model
  • 35 centers in Spain
  • Plan to open in Mexico,
  • Colombia & Brazil
  • Case study in HBS
vitalia service product innovation
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

Hoffman method, intelectual property

Personalized treatment

Monthly follow up reports

Short, medium and L-Term goals

Treatment implementation

vitalia communication
VITALIA: Communication

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

  • Content Marketing - Generates relevant contents and stories- Media Coverage. Own TV and radio Programs
  • Access to clients progress through web platform. Social media (twitter, facebook) to engage clients and provide information of interest
case 3 onretrieval
Case 3: OnRetrieval
  • Small Spanish company specialized in data recovery in devices and operative systems.
  • Funded in 2005
  • Presence in Spain, Latin America and Israel
  • Tech partners in different countries (Spain, USA, Canada, Russia)
  • Small structure, highly de-localize
onretrieval social media
OnRetrieval: Social Media

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

  • 24x7 Customer service through telephone, email, chat, Skype, Facebook and twitter.
  • Provides relevant and very specialized contents for clients and prospects through twitter, YouTube and its blog (do´s and don'ts, news, offers, etc)
  • Maximizes social media potential outsourcing google positioning (SEO) and uses tools to find semantics related to its service to proactively approach potential clients.
onretrieval pricing
OnRetrieval : Pricing

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

  • Devises Collection, delivery and budget are free.
  • OnRetrieval only charges the customer if data has been recovered (96%)
  • Since implementing this strategy budget acceptances had increased from 60% to 80%.
benefits
Benefits

Look for the communities that fit your business needs (sectors, geography, goals)

Participate and share

Be aware of new business and customer trends

Learn, Business Schools

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

red innova
Red Innova

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

iniciador
INICIADOR

Entrepreneurs network which goals are promoting and facilitating entrepreneurship. Started in Spain and has recently been launched in Silicon Valley and Tokyo.

  • Monthly meetings
  • Special events
  • Access to experts and investors