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How To Turn Customer
Handshakes into
Hugs & Selfies!
ISOCIALFANZ.COM
Connecting Great People with Great People To Do Great Things
Change
Evangelist
Brian Fanzo
Pager Wearing Millennial
A MILLENNIAL MINDSET
IT'SNOTABOUTTHEYEARYOUWEREBORNRATHER:
CHANGE
COMMUNITY
COLLABORATION
Social - Mobile - Analytics - Cloud
Changed
Times Have
http;//SMACtalk.LIVE
2.3 billion active
social media users
Social media users have risen by
176 million in the last year
1 million new active m...
We Are Living In A MOBILE NOW World!
The average
consumer under 35
years old checks their
device 58+ times a
day!
The Consumer is no longer dumb!
82% of shoppers say
they consult their
phones on purchases
they're about to make
in a stor...
Where, When & How They Want it!
Personalization
Subscription Model
Sharing Economy
On- Demand
Snapchat Attention Span
A MILLENNIAL MINDSET
Community is the future of business
Future of innovation is collaboration
Future of Marketing is soci...
80% of global consumers agree that business must play a
role in addressing societal issues.
56% of Millennials select wher...
Trust
Authenticity
Loyalty
Advocacy
Community
Customers Don't Think:
Professional Life vs Personal Life
They Just Call it..
LIFE
Perfection
is a fairy tale
Control
is an illusion
How Do You
Standout
From The
Noise?
Your WHAT is BORING!
Why do you do what you do?
How will it impact me?
What will it do for my life?
A MILLENNIAL MINDSET
DIGITALNATIVESVSDIGITALDINOSAURS
1. TRUST
2. TRAINING
3. TOOLS
People - Places - Products - Experiences
ACCESS
Provide
Brands Greatest Influencers
Are already on their payroll!
Everyone wants to know a brand cares &
feel a part of a brand success
Participatory
Content
Consistency
Consistency
Consistency
Show U Care
Before they know
they want you to care!
Engage Where Your Community
is Today,
and Listen For Where They'll Be
...
Live Video
Podcasts
Sponsorship of Community Industry Events
Employee Thought Leadership
Define Success First!
Twitter = Community Growth, Brand
Awareness, Real-Time Conversations
Facebook = Connect, Nuture & Ed...
Embrace your digital
eyeballs
81% of internet
traffic in 2020 will be
video
What doesn't work!
Throwing Technology at people problems
Believing customers & employees aren't digital
Treating social m...
I Don't Know > I Don't Care
78 percent of people who
complain to a brand via
Twitter expect a response
within an hour
Nobody will ever say:
You're sharing too much
you care too much
or you think like a fan too
much!
Brian@iSocialFanz.com
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Turn customer handshakes into hugs and selfies Slide 1 Turn customer handshakes into hugs and selfies Slide 2 Turn customer handshakes into hugs and selfies Slide 3 Turn customer handshakes into hugs and selfies Slide 4 Turn customer handshakes into hugs and selfies Slide 5 Turn customer handshakes into hugs and selfies Slide 6 Turn customer handshakes into hugs and selfies Slide 7 Turn customer handshakes into hugs and selfies Slide 8 Turn customer handshakes into hugs and selfies Slide 9 Turn customer handshakes into hugs and selfies Slide 10 Turn customer handshakes into hugs and selfies Slide 11 Turn customer handshakes into hugs and selfies Slide 12 Turn customer handshakes into hugs and selfies Slide 13 Turn customer handshakes into hugs and selfies Slide 14 Turn customer handshakes into hugs and selfies Slide 15 Turn customer handshakes into hugs and selfies Slide 16 Turn customer handshakes into hugs and selfies Slide 17 Turn customer handshakes into hugs and selfies Slide 18 Turn customer handshakes into hugs and selfies Slide 19 Turn customer handshakes into hugs and selfies Slide 20 Turn customer handshakes into hugs and selfies Slide 21 Turn customer handshakes into hugs and selfies Slide 22 Turn customer handshakes into hugs and selfies Slide 23 Turn customer handshakes into hugs and selfies Slide 24 Turn customer handshakes into hugs and selfies Slide 25 Turn customer handshakes into hugs and selfies Slide 26 Turn customer handshakes into hugs and selfies Slide 27

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Turn customer handshakes into hugs and selfies

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So much focus for brands today is on creating a "new" customer experience to reach both millennials and generation z, few understand what it takes to embrace this change and build a community.

These are the slides I (Brian Fanzo) created to present to the clients and partners of Sitel Worldwide, a customer support and resource global outsourcing brand.

They keynote was focused around what my book "A Millennial Mindset" is based on: Change, Collaboration and Community.

This presentation includes:
Change in Customer Behaviors
What is a Millennial Mindset
Change of customer experience because of Mobile
What has to change to embrace millennials
What not to do
Value of Social Media
Importance of Content
Future of video and live streaming

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Turn customer handshakes into hugs and selfies

  1. 1. How To Turn Customer Handshakes into Hugs & Selfies! ISOCIALFANZ.COM
  2. 2. Connecting Great People with Great People To Do Great Things Change Evangelist Brian Fanzo Pager Wearing Millennial
  3. 3. A MILLENNIAL MINDSET IT'SNOTABOUTTHEYEARYOUWEREBORNRATHER: CHANGE COMMUNITY COLLABORATION
  4. 4. Social - Mobile - Analytics - Cloud Changed Times Have http;//SMACtalk.LIVE
  5. 5. 2.3 billion active social media users Social media users have risen by 176 million in the last year 1 million new active mobile social users are added every day *Brandwatch
  6. 6. We Are Living In A MOBILE NOW World! The average consumer under 35 years old checks their device 58+ times a day!
  7. 7. The Consumer is no longer dumb! 82% of shoppers say they consult their phones on purchases they're about to make in a store.
  8. 8. Where, When & How They Want it! Personalization Subscription Model Sharing Economy On- Demand Snapchat Attention Span
  9. 9. A MILLENNIAL MINDSET Community is the future of business Future of innovation is collaboration Future of Marketing is social good
  10. 10. 80% of global consumers agree that business must play a role in addressing societal issues. 56% of Millennials select where to work based on brands purpose! Empower Your Brands Greatest Asset
  11. 11. Trust Authenticity Loyalty Advocacy Community
  12. 12. Customers Don't Think: Professional Life vs Personal Life They Just Call it.. LIFE
  13. 13. Perfection is a fairy tale Control is an illusion
  14. 14. How Do You Standout From The Noise?
  15. 15. Your WHAT is BORING! Why do you do what you do? How will it impact me? What will it do for my life?
  16. 16. A MILLENNIAL MINDSET DIGITALNATIVESVSDIGITALDINOSAURS 1. TRUST 2. TRAINING 3. TOOLS
  17. 17. People - Places - Products - Experiences ACCESS Provide
  18. 18. Brands Greatest Influencers Are already on their payroll!
  19. 19. Everyone wants to know a brand cares & feel a part of a brand success Participatory Content
  20. 20. Consistency Consistency Consistency
  21. 21. Show U Care Before they know they want you to care! Engage Where Your Community is Today, and Listen For Where They'll Be Tomorrow!
  22. 22. Live Video Podcasts Sponsorship of Community Industry Events Employee Thought Leadership
  23. 23. Define Success First! Twitter = Community Growth, Brand Awareness, Real-Time Conversations Facebook = Connect, Nuture & Educate your existing audience YouTube = Solve Problems, Convey Thought Leadership, Document & Celebrate Success
  24. 24. Embrace your digital eyeballs 81% of internet traffic in 2020 will be video
  25. 25. What doesn't work! Throwing Technology at people problems Believing customers & employees aren't digital Treating social media as a checkbox Believing customers & employees aren't digital
  26. 26. I Don't Know > I Don't Care 78 percent of people who complain to a brand via Twitter expect a response within an hour
  27. 27. Nobody will ever say: You're sharing too much you care too much or you think like a fan too much! Brian@iSocialFanz.com
  • crater

    Mar. 27, 2018

So much focus for brands today is on creating a "new" customer experience to reach both millennials and generation z, few understand what it takes to embrace this change and build a community. These are the slides I (Brian Fanzo) created to present to the clients and partners of Sitel Worldwide, a customer support and resource global outsourcing brand. They keynote was focused around what my book "A Millennial Mindset" is based on: Change, Collaboration and Community. This presentation includes: Change in Customer Behaviors What is a Millennial Mindset Change of customer experience because of Mobile What has to change to embrace millennials What not to do Value of Social Media Importance of Content Future of video and live streaming

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