• Integrity

• Responsibility

• Courage

Newcastle Chamber

• Integrity

• Responsibility

• Courage

Newcastle Chamber

• Integrity

• Responsibility

• Courage

PEMCO Mutual Insurance Company

• Customer centric

• Relationship led

• Values based

• Hyper-local

• Challenger brand

• Integrity

• Responsibility

• Courage

Newcastle Chamber

• Integrity

• Responsibility

• Courage

Newcastle Chamber

“I will spend more time

working ON my business

than IN my business”

• Integrity

• Responsibility

• Courage

Newcastle Chamber

“I will spend more time

asking questions than I

spend giving answers”

• Integrity

• Responsibility

• Courage

decisions

every business

and marketer can

(and should) make!

• Integrity

• Responsibility

• Courage

1. Decide to listen

2. Decide to be affected

3. Decide to respond

4. Decide to be engaged

• Integrity

• Responsibility

• Courage

Newcastle Chamber

“I will focus more on

knowing my customers

and less on my

customers knowing me”

• Integrity

• Responsibility

• Courage

“Show me

that you

know me in

ways that

others

don’t”

Newcastle Chamber

Newcastle Chamber

• Integrity

• Responsibility

• Courage

Newcastle Chamber

“I will convert routine

interactions to

remarkable touchpoints

throughout my business”

• Integrity

• Responsibility

• Courage

Touchpoint: the point of contact, especially

when products or services come

into contact with a customer

Routine or Remarkable?

• Integrity

• Responsibility

• Courage

Routine or Remarkable?

• Integrity

• Responsibility

• Courage

Routine or Remarkable?

• Integrity

• Responsibility

• Courage

Routine or Remarkable?

• Integrity

• Responsibility

• Courage

Routine or Remarkable?

Tuned Pale Ale

source | “Digital Marketer Report, Experian – 2011

Word of mouth is the

most powerful form of

marketing there is!

US consumers have at least one

daily brand-related discussion…

face-to-face – 93%

voice-to-voice – 45%

Online – 22%

source | Keller Fay & Yahoo! study (June 2010)

• Integrity

• Responsibility

• Courage

Remember the basics…

Know your

Talkers… Give them

something to

talk about… Make it

easy to share.

• Integrity

• Responsibility

• Courage

And remember…

source | Nielsen study (August 2010)

PEMCO

Insurance: V.P. and CMO

WOMMA: Board of Directors

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Thanks for “Listening” – Questions?