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Looking to 2015
 

Looking to 2015

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Presentation given virtually at Customer Management IQ: Social Media for Customer Management Summit

Presentation given virtually at Customer Management IQ: Social Media for Customer Management Summit

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  • This is our vision. We think that social customers are becoming more important to the success and failure of companies across industries. Companies that figure out how to make the most productive use of social customers will have a large advantage over those that don’t.Why do we think the world is going this way? Well, for one thing – just think about the amount of time people are spending in social media today. Where is that time coming from? It is coming at the expense of traditional media. So all of the infrastructure and momentum that has been built up around traditional media channels is an impediment to many companies changing the way they do business.That’s what much this such a great opportunity for you, right now.
  • Of course – the goal is to get the best of both worlds. Social customer engagement is not an either-or proposition. Different social customers will want different things from their engagement with you and their engagement with one another. The important thing is not so much where you start as how you land – and what value you’re able to create.

Looking to 2015 Looking to 2015 Presentation Transcript

  • IQPC Social Media for Customer Management Summit
    May 5, 2011
    Looking to 2015: The Future of Customer Interaction
  • Our Presenters
    Jeff EspositoManager, PR & Social MediaVistaprint
    @JeffEspo
    Joe CothrelChief Customer OfficerLithium
    @Cothrel
  • Customer Interaction Today and Tomorrow
  • Core Belief
    The social customer has the power to determine a company’s success or failure. Winning companies will engage them and build their greatest competitive asset.
  • Lithium’s Customers are Leaders
    Lithium has been the strongest at measuring ROI… Its case studies and reference
    customers show measurable business results.
  • Lithium @ a Glance
    Numbers:
    Over 10MM visitors to Lithium-powered communities per day.
    Over 2B messages viewed on Lithium-powered
    communities every month.
    Lithium Buzz:
    105,629,163
    Member posts (contributions)
    the past year in Lithium
    communities.
    6,325,816,421
    User sessions in the last 12
    months in Lithium communities.
    $466,560,177
    Annual value being created in
    Lithium communities.
    Founded: 2001
    Global Offices:
    Emeryville, London, Zurich
    Employees: 200
    Customers:
    Leading enterprises,
    across all industries.
    Lead Investors:
    Emergence Capital
    Shasta Ventures
    Benchmark Capital
  • Vistaprint @ a Glance
    Numbers:
    Over 10MM Active Customers
    Primary serve Micro Business customers
    Social Footprint:
    Community of >40,000 customers
    Spread across four social networks
    Communications platform
    Hosted >30,000 1:1 interactions since January 2009
    Vision statement: NO CUSTOMER LEFT BEHIND
    Founded: 1995
    Global Offices:
    Lexington (MA), Barcelona, Sydney, Paris, Winterthur, Montego Bay, Berlin, Tunis, Venlo, Windsor, Deer Park
    Employees: > 2,700
    Customers:
    Leading enterprises,
    across all industries.
  • A Connected Universe
    Your
    Customer Network
    + Engagement where people want
    + Broaden acquisition
    + Deep engagement with social customers
    + Synchronization of social channels
    + Base camp for active advocacy
    + Insight, analytics & metrics
    + Business-driven results
    Your
    Company
  • A Transformation Affecting Every Business
    Interact
    Listen
    Respond
    1995-2005
    2005-2015
    2015-2025
    Enabling interaction so that customers can help each other.
    Listening to customers and addressing their needs one by one.
    Dynamically creating products and processes in partnership with customers.
  • How We Support Customers Is Changing
    Customer Database (Social CRM)
    Lithium Engagement Center
    Agent Console
    Agent Console
    Tickets
    Tribal KB
    Social Support Manager
    Lithium SMM
    Corporate Workflows
    Customer Interactions
    Reputation Management System
    Mobile
    Blogs
    Chat
    Ideas
    Q&A
    Forums
    Search
    Other Corporate Systems
    Lithium Systems
  • So where do we go from here?
  • What Should Your Measure?
    What are your KPIs for success?
    Audience
    Fans/Followers
    Grow business
    New leads
    Sales from social channels
    Traffic
    Site visits, referrals from social interactions
  • Rules of Engagement
    Listen First
    Be Transparent
    Speak the Truth
    Be Professional
    Be Sincere
    • Never belittle customers
    • Don’t get baited into a shouting match
    • Admit if you’ve made a mistake or misspoke
    • Work with customer service to resolve order issues
    • Take the good with the bad
    • Don’t take anything personally
    • You are responding on behalf of Vistaprint not yourself
  • Growing with a plan
  • The Wrap Up
    Understand your business goals
    Understand your customers’ needs
    Set the rules of engagement
    Be rigorous on measurement
    Choose the right tools for the job
  • Q&A
    Jeff EspositoManager, PR & Social MediaVistaprint
    @JeffEspo
    Joe CothrelChief Customer OfficerLithium
    @Cothrel