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Innovative Strategies for Customer Outreach Global Summit of Women

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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Innovative Strategies for Customer Outreach Global Summit of Women

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  1. Innovative Strategies for Customer OutreachGlobal Summit of Women

  2. Agenda • Customer Centric Model • Innovation-best practices • Communities

  3. 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. 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?

  5. Innovation Best Practices

  6. 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

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

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

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

  10. 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

  11. 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

  12. 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

  13. 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

  14. 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.

  15. 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%.

  16. Communities

  17. 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

  18. Global Summit

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

  20. 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

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