The customer is always right by IdeoAgency

Thoughtful solutions

Nazwa przykładowego klienta right? The customer is always Propozycja You don’t say!współpracy

Łukasz Szymański - E-Marketing Specialist| #e-biznes festiwal | 14.11.2012

Ĺ ukasz SzymaĹ&#x201E;ski - E-Marketing Specialist| #e-biznes festiwal | 14.11.2012

What can I get you?

Ĺ ukasz SzymaĹ&#x201E;ski - E-Marketing Specialist| #e-biznes festiwal | 14.11.2012

5 reasons why I should order something here Ĺ ukasz SzymaĹ&#x201E;ski - E-Marketing Specialist| #e-biznes festiwal | 14.11.2012

Bigger or smaller crisis can happen to your business

Everything depends on you how you deal with it

Ĺ ukasz SzymaĹ&#x201E;ski - E-Marketing Specialist| #e-biznes festiwal | 14.11.2012

October 3rd an unwanted offer Ĺ ukasz SzymaĹ&#x201E;ski - E-Marketing Specialist| #e-biznes festiwal | 14.11.2012

October 3rd entry on the company’s Facebook fanpage Łukasz Szymański - E-Marketing Specialist| #e-biznes festiwal | 14.11.2012

October 3rd an email message to the spokesman

Ĺ ukasz SzymaĹ&#x201E;ski - E-Marketing Specialist| #e-biznes festiwal | 14.11.2012

October 4th submit the problem by filling in the form Ĺ ukasz SzymaĹ&#x201E;ski - E-Marketing Specialist| #e-biznes festiwal | 14.11.2012

October 4th we found it! You will get the answer Ĺ ukasz SzymaĹ&#x201E;ski - E-Marketing Specialist| #e-biznes festiwal | 14.11.2012

October 9th – please, be patient! We promise to get in touch! Łukasz Szymański - E-Marketing Specialist| #e-biznes festiwal | 14.11.2012

October 15th – still nothing… Łukasz Szymański - E-Marketing Specialist| #e-biznes festiwal | 14.11.2012

22.10 A letter! We apologize, you're absolutely right… Łukasz Szymański - E-Marketing Specialist| #e-biznes festiwal | 14.11.2012

Customer service changes with

I would like to offer you a card Ĺ ukasz SzymaĹ&#x201E;ski - E-Marketing Specialist| #e-biznes festiwal | 14.11.2012

„Learn from your mistakes”

Łukasz Szymański - E-Marketing Specialist| #e-biznes festiwal | 14.11.2012

Analyze your competition Copy what is good / Avoid what is bad

Ĺ ukasz SzymaĹ&#x201E;ski - E-Marketing Specialist| #e-biznes festiwal | 14.11.2012

Lots of blogs, Facebook posts, comments below articles

Ĺ ukasz SzymaĹ&#x201E;ski - E-Marketing Specialist| #e-biznes festiwal | 14.11.2012

36% of social network users write about brands

Ĺ ukasz SzymaĹ&#x201E;ski - E-Marketing Specialist| #e-biznes festiwal | 14.11.2012

E-motions… Łukasz Szymański - E-Marketing Specialist| #e-biznes festiwal | 14.11.2012

1 disappointed > 10 satisfied

Ĺ ukasz SzymaĹ&#x201E;ski - E-Marketing Specialist| #e-biznes festiwal | 14.11.2012

Monitor the situation

Ĺ ukasz SzymaĹ&#x201E;ski - E-Marketing Specialist| #e-biznes festiwal | 14.11.2012

Would you like a tablet for 0 PLN? Ĺ ukasz SzymaĹ&#x201E;ski - E-Marketing Specialist| #e-biznes festiwal | 14.11.2012

24 month contract for: Bookkeeping - 189 PLN Income 1500 PLN/month Payment by credit card - 500PLN/month + formalities Ĺ ukasz SzymaĹ&#x201E;ski - E-Marketing Specialist| #e-biznes festiwal | 14.11.2012

Why are customers still complaining about banks? Ĺ ukasz SzymaĹ&#x201E;ski - E-Marketing Specialist| #e-biznes festiwal | 14.11.2012

Ĺ ukasz SzymaĹ&#x201E;ski - E-Marketing Specialist| #e-biznes festiwal | 14.11.2012

Not only finances… Łukasz Szymański - E-Marketing Specialist| #e-biznes festiwal | 14.11.2012

Ĺ ukasz SzymaĹ&#x201E;ski - E-Marketing Specialist| #e-biznes festiwal | 14.11.2012

The year of Mobile Apps The year of RTB (Real-Time Bidding) The year of the End of the World

Łukasz Szymański - E-Marketing Specialist| #e-biznes festiwal | 14.11.2012

The year of thinking!

Ĺ ukasz SzymaĹ&#x201E;ski - E-Marketing Specialist| #e-biznes festiwal | 14.11.2012

Web 3.0 / Marketing 3.0 We need to be where the users are and follow them Assist them when they expect it

Fulfill their needs in the first place

With good service, the sale will come by itself

Ĺ ukasz SzymaĹ&#x201E;ski - E-Marketing Specialist| #e-biznes festiwal | 14.11.2012

Let’s "surround" them with care • "Your" website / other web services • Customized mailing / newsletter • Mobile apps as well as text messaging • Telephone calls when needed

• Other media tools

Łukasz Szymański - E-Marketing Specialist| #e-biznes festiwal | 14.11.2012

Public administration • Web 1.0 - we have an email address • Web 2.0 - we respond to email messages from the customers • Web 3.0 - we reply the same day

Łukasz Szymański - e-marketing specialist| InternetBeta 2012 | 27.09.2012

Ĺ ukasz SzymaĹ&#x201E;ski - E-Marketing Specialist| #e-biznes festiwal | 14.11.2012

Ok – damy radę!

We want to serve customers in the best possible way. We want to make their life easier, so we design new solutions. We want customers to be happy to use it, because that is why we implement it.

Who do we often ask for the opinion? • We know very well how something should work • Traders will gladly tell you how to do it, because they have the best contact with customers • CEO of course knows best

Łukasz Szymański - E-Marketing Specialist| #e-biznes festiwal | 14.11.2012

Czy o czymś nie zapominamy?

This tool is intended for customers.

It should solve their problems Only then they will be happy to use it.

We only operate this system / tool and if everything goes well, we will also benefit from it. Why do we need the best system, if no one wants to use it?

Łukasz Szymański - E-Marketing Specialist| #e-biznes festiwal | 14.11.2012

Wewnętrznie jest łatwiej

Very often when implementing an intranet system the resistance among employees appears. They are afraid they will not be able to handle it, that it is time absorbing, and that it will have too much control over them…

Reasons for NOT using such a system can be as many potential users. In our company we have a duty to organize trainings. Unfortunately, we have no influence on customers - that is why the first impression is

so important.

Łukasz Szymański, Specjalista ds. e-marketingu, Ideo Sp. z o.o. | Innowacyjne zarządzanie informacją o Kliencie w Energetyce

| 31.05.2012

Customer expectations analysis Ĺ ukasz SzymaĹ&#x201E;ski - E-Marketing Specialist| #e-biznes festiwal | 14.11.2012

They do not always know what they need Ĺ ukasz SzymaĹ&#x201E;ski - E-Marketing Specialist| #e-biznes festiwal | 14.11.2012

Expectations are changing

Ĺ ukasz SzymaĹ&#x201E;ski - E-Marketing Specialist| #e-biznes festiwal | 14.11.2012

An analysis of current activities Ĺ ukasz SzymaĹ&#x201E;ski - E-Marketing Specialist| #e-biznes festiwal | 14.11.2012

Business analysis "how does it work?" Ĺ ukasz SzymaĹ&#x201E;ski - E-Marketing Specialist| #e-biznes festiwal | 14.11.2012

Test drive

Ĺ ukasz SzymaĹ&#x201E;ski - E-Marketing Specialist| #e-biznes festiwal | 14.11.2012

What limits us? Ĺ ukasz SzymaĹ&#x201E;ski - E-Marketing Specialist| #e-biznes festiwal | 14.11.2012

Ĺ ukasz SzymaĹ&#x201E;ski - E-Marketing Specialist| #e-biznes festiwal | 14.11.2012

How does it work? I did not drive before, so how do I know how to use it?

I got a user manual ď &#x160;

Ĺ ukasz SzymaĹ&#x201E;ski - E-Marketing Specialist| #e-biznes festiwal | 14.11.2012

Let’s add a little charm The best driver is…

Łukasz Szymański - E-Marketing Specialist| #e-biznes festiwal | 14.11.2012

Interactive guide training guide - "first start"

Directions on how to get home (weather, time of day, distance)

Ĺ ukasz SzymaĹ&#x201E;ski - E-Marketing Specialist| #e-biznes festiwal | 14.11.2012

I'm polite, I collect points

Ĺ ukasz SzymaĹ&#x201E;ski - E-Marketing Specialist| #e-biznes festiwal | 14.11.2012

Sometimes a light bulb burns Or some part is used…

Łukasz Szymański - E-Marketing Specialist| #e-biznes festiwal | 14.11.2012

Journey to the unknown or a shorter trip

Ĺ ukasz SzymaĹ&#x201E;ski - E-Marketing Specialist| #e-biznes festiwal | 14.11.2012

By providing care, the risk of "I did not know" is

reduced.

"System" takes care of providing information. By means of www, a mobile app, SMS, email, a car display, portals, etc.

Ĺ ukasz SzymaĹ&#x201E;ski - E-Marketing Specialist| #e-biznes festiwal | 14.11.2012

Is it possible? Yes, of course! You can build a positive brand image among your customers.

It requires a lot of work, some bigger budgets and you have to think it through, but it can be done.

There is only one 'but'... Ĺ ukasz SzymaĹ&#x201E;ski - E-Marketing Specialist| #e-biznes festiwal | 14.11.2012

You need to want to think about customer needs in the same way that they think about it

Ĺ ukasz SzymaĹ&#x201E;ski - E-Marketing Specialist| #e-biznes festiwal | 14.11.2012

"One more thing" but from a customer perspective • Am I not being followed too closely? • Do they know more about me than I would want to? • Do they know me better than I know myself?

• What about privacy and security?

Łukasz Szymański - E-Marketing Specialist| #e-biznes festiwal | 14.11.2012

Ĺ ukasz SzymaĹ&#x201E;ski - E-Marketing Specialist| #e-biznes festiwal | 14.11.2012

Would you like to live more comfortably?

Unfortunately, this involves sharing more information about you.

Ĺ ukasz SzymaĹ&#x201E;ski - E-Marketing Specialist| #e-biznes festiwal | 14.11.2012

thoughtful solutions

Łukasz Szymański E-Marketing Consultant tel: +48 17 860 21 86 ext. 173 gsm: +48 500 067 606 e-mail: l.szymanski@ideo.pl www.ideoagency.com

Łukasz Szymański - E-Marketing Specialist| #e-biznes festiwal | 14.11.2012