CXMSUMMIT - Dennis Stoutenburgh - Multichannel Strategy

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Tap into new opportunities. Design a multichannel contact strategy.

Tap into new opportunities. Design a multichannel contact strategy.

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  • 2. #cxmsummit13 Gift cards will go to:
  • 3. MultichannelStrategy
  • 4. Designing a Multi-channelContact StrategyTapping into new opportunitiesDennis StoutenburghCo-Founder ILD Corp, Stratus Contact Solutions@stratuscxm
  • 5. 378,000iPhonesSoldEveryday
  • 6. 371,000Babies bornEveryday
  • 7. Mobile Usage75% of Emails60% of Facebook90% of Twitter
  • 8. Stratus Contact SolutionsMulti-Channel Customer Care and Lead GenerationChanging landscape in customer communication provides unique opportunity to com-bine the assets of our outsource services division (call center and network) with oursocial media expertise (SocialStrategy1) to provide clients a best in class multi-facetedcustomer care and lead generation solutionStratus Contact Solutions Launched in early 2012
  • 9. Customer Life Cycle: Acquisition to Advocates Prospect Need Identified Brand Online Advocates Research Customer PurchaseCare/Loyalty Decision
  • 10. Direct Response (Inbound)Direct Response marketing has changed, although TV still buildsawareness, customers refer to the web to make purchase decisions. Social Media & Email Call Center Customer Reviews Social Media Web Chat Monitoring
  • 11. Lead Generation (Outbound) If you only greet customers when they call, you could be missing lead generation opportunities every minute.1. 2. 3. Customers have open Social Media Engage & Direct conversations about Monitoring can customer to take products & services identify leads action
  • 12. Social Media Lead Generation
  • 13. Real Estate Case Study
  • 14. Loyalty is now driven bya business’s interactionwith it’s customer when &where the customer choosesto interact
  • 15. The Connected CustomerThe way people communicate has shifted to the websmartphones
  • 16. Enabling Social Media Customer Care
  • 17. How are we making the shift?We marry deep social mediatechnology and subject expertswith call center operations toprovide an integrated offeringdriven by the client objectives.Our products and services include: Community Social Engage CRM Chat Email Voice
  • 18. What have we learned?Traditional call center employees are not effective insocial media just because they have been provided the tools.Employees need to be trained in fundamentals of social media How to engage using appropriate protocols Removing canned responses
  • 19. Social Media Blunders #failWithout establishing protocols and utilizing best practices, there is asignificant risk of error on a major scale.
  • 20. Social Media Blunders #fail
  • 21. Social Media Blunders #fail
  • 22. Customer Care & Reputation Management Loyalty is now being built when and where the customer choosesSocial Media Email Call Center Web Chat Social Media Customer Mobile Web & Monitoring Reviews
  • 23. Integrated Offering Powers Stratus Clients Sales Leads in ProductReviews &Sentiment
  • 24. Stratus - Client ServicesStratus provides customized solutions for connected businesseswho need to engage customers and comprehend data beyond thetraditional call center.Our customer experience professionals become your brand advocates with real-timemulti-channel engagement tools. Communications Healthcare Direct Response Hospitality Education Retail Financial Services eCommerce CRM
  • 25. SocialStrategy1 Details Managed SaaS We offer two product categories: Full service for businesses For agencies & swimming in data. social media listening. --------------------------------- ----------------------------- Unlimited Saved Searches Full Media Monitoring Unlimited Mentions Unlimited Campaigns Unlimited Users Custom Feeds White Labeling
  • 26. For More Information &Upcoming
  • 27. CXMSUMMIT Take Away
  • 28. InnovativePartners
  • 29. EngageCustomers asIndividuals
  • 30. Seek data thatcomplimentsyour strategy
  • 31. ProvideMeasurableReturn