webinar - how to gain roi from social engagement

How to Gain ROI From Social Engagement

Dave HawleyProduct Marketing @DaveHawley33

Today’s Speakers

Adam MetzVP of Business DevelopmentThe Social Concept@TheMetz

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1. What is Social Customer Engagement?

2. Current Trends in Social CRM

3. 23 Use Cases of Social CRM

4. Success Stories & Live Examples

5. PowerReviews Overview

6. Q & A

Today’s Webinar Agenda

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Enter your questions into the GoToWebinar Module

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Follow along on

#SocialSales

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Adam’s Portion

4 Levels Of Social Customer Engagement

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Adam’s Portion

Social Engagement: How It Works

Unknown

Known

Engaged

Prospect

Lead

Hint: The Good Stuff’s At The Bottom Of The Triangle

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Adam’s PortionSocial CRM in 2012: The Big Trends

1. The Major Players Get That Social Is A Multi Billion-Dollar Big Business

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2. Social Marketing Automation Just Got Really, Really Cheap

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3. Brands Have Learned That It’s Way More Cost Effective To Kick Butt With One Social Use Case, Rather Than Be Lousy At 23 of Them

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Rapid Social Marketing Response

Having a 1 to 2 hour response, via any social

channel, to a customer or channel-

related marketing

opportunity.

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Peer-To-Peer Unpaid Armies

When brands use P2P Unpaid Armies, they’re cultivating groups of advocates to “march” on behalf of the brand.

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Crowdsourced R&D

Co-creating products with your

customers, partners and

suppliers, using social channels.

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VIP Experience

“Using social and mobile to create a

specialized experience for a set of

premier customers.”

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Customer Success Stories

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Johnston & Murphy Drives Conversions with Social Answers

“When you can’t feel or touch the products, Customer ReviewsTM provides unbiased opinions for our customers to

make the best purchase decisions.

Results

50%

70%

Of revenue came from product with reviews

Of all visitors read reviews

- Heather Marsh Web Manager

Less than 1 hour

For questions to get answered with Social AnswersTM

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Step2 has Mommies Buzzing with Online Community

“”

We’re extremely happy to work with PowerReviews on Social Loyalty

because of the ability to customize the program to reflect our community.

Results

170%

600%

Increase in Facebook verification.

Increase in images and videos uploaded to social content.

- Tena Crock Online Marketing Director

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Toy Manufacturer Increases Traffic and Revenue with Social Discovery

“ ”PowerReviews has evolved with us – and the social commerce market – providing us with new and innovative ways to capture

the social opportunity on an ongoing basis.

Results

135%

300%

Increase in referral traffic from Facebook

Increase in revenue from Facebook-referred visitors

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Advance Auto Parts Rolls Over Competition with Integrated Social Experience

“With PowerReviews’ Essential Social SuiteTM, we found a solution that helped Advance

Auto Parts become the #1 online auto parts dealer.

Results

700%

8,000

Average yearly review growth since 2009

Social LoyaltyTM participants in less than 2 months

- Howard Blumenthal Director, E-commerce Platform Solutions

141% Growth in reviews posted to Facebook after launching Social LoyaltyTM

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• 140% more reviews posted to Facebook

• 26% more reviews from participants of loyalty program

• 10x growth in reviews with photos submitted

• 3-8x growth in long reviews submitted

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Wins for PowerReviews’ Customers

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Turn Social into Sales withPowerReviews’ Essential Social Suite™

The only solution to integrate the 3 key components of social success:

•Social content•Social engagement•Social measurement

Use proven social techniques to drive sales where it matters.

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Social Content

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Social Loyalty Amplifies Content Creation Through Gamification

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Integrated Gamification & Content Drives Performance

Thank you for your review

You earned 10 points!

Thank you for answerYou’ve earned the Life Saver badge.

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Integrated Social Loyalty That’s Easy to Manage

Social Loyalty

Customer Reviews

Social Answers

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Customer Reviews™ Attract & Convert Customers

3X

Social ContentSocial

Content

10-50% more

organic traffic

10-50% more

organic traffic

14% increase in site

conversion

14% increase in site

conversion

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Fast Social Answers™ Drive Conversions

Do this shoe come in kids’ sizes?

Yes, all shoes are available kids’ sizes.

CheckoutCheckout

Asked on 12/20/2011 8:31 am

Answered on 12/20/2011 11:15 am

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Flexible Work Flow Queues Ensure Answers are Created Quickly

Q: Does this shoe come in kids’ sizes?

A: Yes, all shoes are available in kids’ sizes.

Expert

Verified Buyer

Crowdsource

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Social Discovery™ Amplifies Product Content to Create Traffic

YOUR SITE

Nikon is a great camera!

Should I buy this Nikon Camera from Staples?

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Social Discovery™ Increases Content Relevancy and Engagement

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Trending Product Updates Keep Social Users Engaged & Clicking

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Integrated Social Measurement™ Provides Actionable Analysis

Optimize Social To Drive Sales

Measure the increase in traffic from social activity

Track the impact of social activity on conversion

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PowerReviews is the Social Performance Company

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96% Renewal Rate

27M Pieces of Social Content

Award Winning Technology

5,500 Brands

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50 lucky folks just won The Social Customer, the #1 selling Social CRM book of 2011 and 2012.

And there’s more...we’ve got a super-cool social CRM learning tool for your iPod or mp3 player!

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Want To Learn More?Grab a free 9-hour audio course at metz.customerhub.net

Also, feel free to get a discounted copy of The Social Customer at www.socialcustomerbook.com.

http://www.socialcustomerbook.com/

Q&A

Thank you for attending.

For a live demo, please call:

(866) 345-1461or email:

[email protected]

For more information on PowerReviews, please visit:

www.PowerReviews.com

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