Carlos Márquez

Digital Business, Online & Mobile Marketing. Heineken, Amazon

[Carlos Márquez @camarquez]

While news of Twitter implosion keep on coming, I feel a bit guilty of being really really comfy in this #secretlab chair...

[Carlos Márquez @camarquez]

Real changing environment comes when happiness at work happens. Not about salary, or perks. It’s about results & relationships. And managers have a massive impact on it, make or break: know your people, be with the front lines @SurePetcare #ERE19

[Carlos Márquez @camarquez]

Creating a nurturing and happy environment at work makes BUSINESS sense @SurePetcare #ERE19

[Carlos Márquez @camarquez]

When do you need a personal touch in customer service? Not when transactional: when complex, when emotional, when it matters to the relationship, put a human. AI is not ready (yet?) @SurePetcare #ERE19

[Carlos Márquez @camarquez]

Why don’t companies see the problems with their Customer Experience & service? 8% (and going down) of customers think CS is good... Masterclass from @SurePetcare - ask your frontlines! Empower them! #ERE19

[Carlos Márquez @camarquez]

@SurePetcare wow that’s service... 90+ NPS #ERE19

[Carlos Márquez @camarquez]

37% of shoppers leave a website because of lack of product information. Massive opportunity folks... but please read well: they don’t need more brand info, they need more product info #ERE19

[Carlos Márquez @camarquez]

Consumers are nowadays like cats: don’t even try to give them something they don’t want. Think about how to reverse-engineer attention. And of course, start with visual stories (video!!) #ERE19

[Carlos Márquez @camarquez]

What to do when you have a group that usually reacts negatively to your brand or products in Social Media? MS Mode went head-on, deeper: not just answer, engage with them. The fact they are so vical means they care, you can turn them into ambassadors #ERE19

[Carlos Márquez @camarquez]

@Schiphol Transformation does not happen in a day, takes time & loads of training. We look into people impact & look into emotions to help change. Provide autonomy and decision making to employees, with leadership taking a step back: focus on the why, not on what or how #ERE19

[Carlos Márquez @camarquez]

@Schiphol asks not to give up on digital and innovation, keep on challenging the status quo. They brought in 200 people to work on digital, in a very traditional and established industry. If they can make it, YOU can make it #ERE19

[Carlos Márquez @camarquez]

2 billion API calls into @Schiphol DB during 2019. Info shared with retailers, apps, airlines, and a long etc. @Schiphol believes that data gives them, employees, travelers - and effectively everyone - superpowers #ERE19

[Carlos Márquez @camarquez]

Air travel can be sustainable and carbon neutral according to @Schiphol - starting with some early improvements with KLM like bio-Kerosene (85% reduction in CO2 emissions), and researching Hyperloop #ERE19

[Carlos Márquez @camarquez]

2 million feedback moments on toilet cleanliness makes @Schiphol move into data driven cleaning service. NPS has moved from 32 to 35 mainly driven by this improvements #ERE19

[Carlos Márquez @camarquez]

40% of the passengers @Schiphol use their app. Unbelievable adoption... #ERE19

[Carlos Márquez @camarquez]

Scheduling flughts back in the day at @Schiphol #ERE19

[Carlos Márquez @camarquez]

@oisinlunny kicking off #ere19

[Carlos Márquez @camarquez]

@GVB_klanten Husband and lady could have stopped the doors from closing with their hands or legs, but simply touched the button hoping for some human decency... guys I understand sometimes things are not easy, but that was a bit too much

[Carlos Márquez @camarquez]

@GVB_klanten funny GVB can say they have customer service... just closed the door in front of a pregnant woman and left her there. That is called service... tram 2100 driver, you must really like your job...

[Carlos Márquez @camarquez]

@meierhoff Thanks Erik!