social business atlanta
TRANSCRIPT
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Communities That Mean Business
@socialbizATLVibrant Customer Communities
#GetSatisfaction#SocBiz#Community#SMM#SocBizATL
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Follow Me:@JeffNolanFollow Us:@GetSatisfaction
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70K customer communities
A global leader in customer engagement
35M consumers
utilized by
powers
to connect with brands & products that matter to them
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Current State
Social + Mobile at Critical Mass
#hypecycle
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"Social is not a business revolution, it is a communication revolution with human emotions!“- Paul Greenberg
@pgreenbe
#SMM#SocialMedia#CRMidol#CRMwatchlist#revolution
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Old: Organized & Controlled
#old#notgood#doesntwork
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New Normal… #OMG#OMFG
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Consumers call the shots now…
#SCRM#CMO#SocBiz
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What’s In It For Brands
What’s In It For
Consumers
Community!
#SCRM#CMO#SocBiz
#SocialCustomer#CustServ
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AND HOW DO I GET ONE!Just What is Community…
#verucasalt
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“59% of consumers say that user generated reviews have a
significant impact on their buying behaviors.”Source: Monetate
#bic4her
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“58% of Facebook users have Liked a brand”Source: Vocus#Facebook #Marketing #SocialMedia
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30% of customer questions & compliments get no reply!Source: Tweetsmarter
Companies on Twitter get 2x the number of leads.Source: Mediabistro, 3/12
#LessAmbitiousMovies #SoEmbarrassing #MomQuotes
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Average value of products first seen on Pinterest = $179.86Source: FastCompany
#Pinterest#Pinchat#SMM
YASN!
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#Community#SMM#UGC#SocBiz#SocialCustomer#kumbaya#cantweallgetalong
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Easy
ExpensiveValuable
#PaidMedia#Followers
#OwnedMedia#Friends
#EarnedMedia#Fans
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Web
CRM
Commerce
Marketing
Automation
Social Listeni
ng
Customer Community : A Conversation Engine
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Only 20% of consumers use social networks to research products vs. 81% use company website
Social networks not the primary place where people go to learn
about products
What Consumers do to Learn about a Product or Service
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Branded Community enabling deeper
engagement
Community SEO makes word of mouth discussions
searchable
GS brings word of mouth social posts into
community
GS widgets allow advocate posts to be surfaced on their
web site
#Mindjet #management #mindmap
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81% of consumers use company websites as primary source to research products
Company websites are where people learn about products
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“Consumers want company websites to be more like their experiences on social networks.”
Incyte, “To Monetize Open Social Networks, Invite Customers to Be More Than Just “Friends”, 7/2012, http://www.incytegroup.com
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Branded Community drives product discussions
Community SEO makes word of mouth discussions
searchable
Community widgets placed throughout the
purchase flow
GS brings word of mouth content that is product
specific
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Branded Communities for 9 International Markets
Get Satisfaction Facebook Application included on
Timeline
GS Federated Search leveraging their existing
KB
Get Satisfaction Hootsuite Integration for Social
Support
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Relevant content drives customer engagement
Top Reasons Consumers Participate in a Branded Customer Community
#3
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•Overview• Non-denominational Christian diet
and lifestyle organization
•Challenges• High email volume• Repetitive support questions• Lack of search in knowledge base
prevented self-service
•Goals • Customer self-service• Community powered by fans
Benefits• 85% decrease in email
volume to support
• 70% decrease in repetitive questions
• Drove traffic to key events, promotions, and products
• Received valuable new ideas from customers
“Get Satisfaction helped with marketing, as well as support. We can highlight praise for a new product from the community and share it in a Facebook thread without seeming so sales focused,” Laura Hudson, Social Media Coordinator
Lowering Support Costs & Leveraging Word-of-Mouth Marketing
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83% of consumers are willing to advocate
• 83% of consumers are very willing to become on-line brand advocates
• 42% of consumers are willing to be on-line advocates without incentive
39% of people have tweeted about a brand.- AYTM
41% of FB users have shared a link, video, or post about a brand- AYTM
#4
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•Overview• Creates popular screen capture
and recording software including Snagit, Camtasia & Jing
•Challenges• Did not understand Mac users
• Needed to gather insight for new Mac product
•Goals • Understand expectations, needs
and preferences of Mac users
• Engage entire user base in agile development process
Benefits• Engaged new Mac user
base – 100,00 downloads & 445,000 conversations
• Saved $300-500K on UX research
• Kept support headcount steady
• Refined marketing messages“Now we can develop highly
targeted messaging faster and earlier because customers tell us in their own words what they care about, why they like the product, and more. As a result, going into our official product launch, we’re more confident in our feature set, messaging, usability, and software stability.” Katie Moor, Product Marketing Manager
Driving Product Ideation & Innovation
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THE BOTTOM LINE
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Customer
Contacts
People
Cases
The ROI Equation:
#Einstein#casedeflection#callcenter
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#sad#frownie
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#nolike
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#stormtrooper@darthvader
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#showmethemoney#yesplease
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Potential
Customers
Existing Customers
TheBrand
Help
Content
Service/Support
Loyalty Programs
Ads & Branding
Word
-of
-Mouth
Promotions
BondBuy
Experience
Discover
Advocate Evaluate
Where can I buy it? Which version?
What’s the difference
between Brand X and Brand Y?
Why are all my friends talking about Brand
X?
Here’s the best way
to set up the product
I wish the product had
more features
I love Brand X! Make sure you get
the extra spicy version
The Customer Lifecycle
#CXM#SocBiz#CustomerJourney
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“Culture eats strategy for breakfast.”- Peter Drucker
#management#culture
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• Establish a branded community• Develop community mgmt processes• Integrate with social media presence
1:
• Embed community content in marketing, product and support processes
• Build cross functional team support• Integrate with line of business applications
2:
• Map business processes according to customer journey
• Develop active customer advocacy• Measure your results
3:
Cultu
re
#CXM #Culture #Community #SocBiz #SocialCustomer #SOCAP #NPS
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Communities That Mean Business
#ThankYou#SocBizATL