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

Marketing

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 mobile social
users are added every day
*Brandwatch

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 store.

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 social good

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

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

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!

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!

Live Video
Podcasts
Sponsorship of Community Industry Events
Employee Thought Leadership

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 media as a checkbox
Believing customers & employees aren't digital

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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(Slide Data was corrupted so slide content is here) I can't guarantee the same but I do believe in the #PowerOfSocial and investing in your digital 1st impression because it has transformed my career and professional visibility! 1. Be Yourself, Find Your Voice, Share Your Story 2. Use FirstLast Name of social accounts - Your passion might change but your name won't (Unless your Puff Daddy) 3. Start small and focus on being great in a few places instead of automated in too many! 4. Focus on consistency, while embracing the fact each network requires unique attention! - Your Story & Voice should match across networks but don't automate the same message to every network 5. Focus on sharing and giving what You find valuable! - people follow You for You not what you think they want you to share. 6. Start following more people than you think you should - follower/following ratio means nothing.. How do you know if they're worth following till you do! 7. Unfollowers happen - Worry more about providing value to those who do follow you and it will be the unfollowers loss not yours. 8. #HatersGonnaHate but that's why they give you the unfollow/block/mute button. Bullies, trolls, haters whatever you want to call them exist for everyone but unlike high school you have the ability to silence them! You can't please everyone so focus on being kind and providing value and the noise of the haters will disappear! 9. #ShowUcare - reach out and engage everyone but do research so you can ask a valuable question or comment! -want others time first you must spend time listening to them! 10. Embrace the power of content, all content - Find unique ways to tell your story, the number of views doesn't matter after you get 1 as that one might be the person that changes your world. 11. Tools help amplify your message but they don't replace it.. Test many different free tools as no one tool fits everyone.. Find one that fits your workflow and increases your productivity giving you more time to be human and engage. 12. Learn & follow leaders in your area of interest - promote and share their content to align with their thought process while learning what you can do different to standout. 13. Use hashtags, lists and monitoring tools to find communities, chats and groups of active engagers and start following them! 14. Listen more than you engage - study how, when & what others share to get to know them and improve your strategy. 15. Curate others great content - your time is valuable if someone else wrote a great post curate and add your insights rather than wasting time adding to the noise. 16. When you blog or create content make it great - If you focus on creating less content but making that content great the UPCYCLE it by repurposing it in different shapes. sizes, media types and networks. 17. Treat every social action as a

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Content is King! Content is also EVERYWHERE... In your face with emails.. In your social streams, sponsored updates, every new app claims to be a "news feed" but nobody has the time needed to read and sort through EVERY blog post! So why not use automation and dynamic apps to filter the internet based on your preferences allowing you to be more productive and read the stuff that is important to you and share that with your community! That is my focus and here are 6 of the tools I use to do this! "Use Automation to give you more time to be human on social!" - Brian Fanzo "Listen to your community! Dynamically find and curate content! Add your insights & give your followers a reason to follow you!" - @iSocialFanz

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Making small changes to your website's text for A/B tests often disappoints. Moreover, catering to diverse audiences presents its own set of hurdles. With AI capabilities like GPTs, you can tackle this challenge head-on. However, GPTs come with a blank canvas - it's up to you to define their style. In this enlightening session, Brian Massey, Managing Partner at Conversion Sciences, will unveil the secrets to crafting precise, testable, and compelling copy that speaks directly to your site's diverse prospects. Learn how to put these strategies to the test on your homepage, landing pages, or eCommerce product pages for maximum impact.

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1. How To Turn Customer Handshakes into Hugs & Selfies! ISOCIALFANZ.COM

2. Connecting Great People with Great People To Do Great Things Change Evangelist Brian Fanzo Pager Wearing Millennial

3. A MILLENNIAL MINDSET IT'SNOTABOUTTHEYEARYOUWEREBORNRATHER: CHANGE COMMUNITY COLLABORATION

4. Social - Mobile - Analytics - Cloud Changed Times Have http;//SMACtalk.LIVE

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. We Are Living In A MOBILE NOW World! The average consumer under 35 years old checks their device 58+ times a day!

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. Where, When & How They Want it! Personalization Subscription Model Sharing Economy On- Demand Snapchat Attention Span

9. A MILLENNIAL MINDSET Community is the future of business Future of innovation is collaboration Future of Marketing is social good

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. Trust Authenticity Loyalty Advocacy Community

12. Customers Don't Think: Professional Life vs Personal Life They Just Call it.. LIFE

13. Perfection is a fairy tale Control is an illusion

14. How Do You Standout From The Noise?

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. A MILLENNIAL MINDSET DIGITALNATIVESVSDIGITALDINOSAURS 1. TRUST 2. TRAINING 3. TOOLS

17. People - Places - Products - Experiences ACCESS Provide

18. Brands Greatest Influencers Are already on their payroll!

19. Everyone wants to know a brand cares & feel a part of a brand success Participatory Content

20. Consistency Consistency Consistency

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. Live Video Podcasts Sponsorship of Community Industry Events Employee Thought Leadership

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. Embrace your digital eyeballs 81% of internet traffic in 2020 will be video

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. 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. 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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