The customer is always right

Thoughtful solutions

TNhaezwcaupsrztyokmładeorweisgoakllwienatays right?

YoPurodpoonz’tycsjaayw! spółpracy

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

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

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

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

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

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

What can I get you?

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

5 reasons why I
should order

something here

Łukasz Szymański - 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

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

October 3rd
an unwanted offer

Łukasz Szymański - 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

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

October 4th
submit the problem by

filling in the form

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

October 4th
we found it!
You will get the answer

Łukasz Szymański - 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

Łukasz Szymański - 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

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

Lots of blogs, Facebook posts,
comments below articles

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

36% of social network users write
about brands

Łukasz Szymański - 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

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

Monitor the situation

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

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

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

Would you like a tablet for
0 PLN?

Łukasz Szymański - 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

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

Why are customers still
complaining about banks?

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

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

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

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

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

Not only finances…

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

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

Łukasz Szymański - 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!

Łukasz Szymański - 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

Łukasz Szymański - 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

Łukasz Szymański - 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

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

They do not always know
what they need

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

Expectations are changing

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