Session Title: Zombie Loyalists: Using Great Service to Create Rabid Fans
Description: Imagine a world where relationships are forged, sales are made, and new and repeat business is driven, all by the customers you currently have. Imagine a world where the one true differential of your business isn’t price or location, but rather, customer service.
It’s already here, and if you’re not focusing on it, you’re going to be eliminated. Welcome to the world of the Zombie Loyalist, customers who, when treated well, will do your PR and Marketing for you to their network, automatically, every time.
Forget Yelp. Forget Trip Advisor. The new review will be every single customer, online, every single time, without a second thought. As networks become ubiquitous, and every customer’s actions are public for the world to see, whether new customers choose you or your competitor will be entirely based on how you’ve already treated others in their network. The opportunities for new customers and revenue growth are huge – but so are the pitfalls.
In this fast-paced, funny, and actionable talk, best selling author Peter Shankman talks about how you can create Zombie Loyalists for your own business – And breed each customer to bring all of their friends to you as well, every single time.
Bio: Whether discussing the future of customer service and marketing to a room of 5,000 industry leaders in Tokyo, chatting about journalism to a room full of college students at a conference put on by the US Embassy in Chile, or offering suggestions to NASA Director Charles Bolden as a member of the NASA Civilian Advisory Council, when Peter Shankman talks about the future, people listen. The New York Times has called Peter “a public relations all-star who knows everything about new media and then some,” and meeting planners and conference producers around the world agree. Peter will grab your audience by the throat and give them a glimpse of the next ten years of marketing, customer service, and communication, highlighting exactly what your company needs to do to not only thrive in the new conversation economy, but come out light years ahead of your competition.