The Social Customer Engagement Index

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See how 4 industry leaders think about social customer service and where the industry is heading. Download the report from slide #2 directly or via http://bit.ly/TSC2012

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The Social Customer Engagement Index

  1. Discovering New Insights into the SocialCustomer with SAPSocial Customer Engagement Index SurveyTodd Wilms - SAPPanelists:Brent Leary – Analyst/CRM EssentialsFrank Eliason - CitiJoe Rohrlich - BazaarVoiceRobin Carey – Social Media Today
  2. The 2012 Social Customer Engagement Index 2
  3. Pivot Partnership: Infographic 3
  4. Todd Wilms – SAP Social Media Leader, Forbes Blogger Brent Leary Frank Eliason Joe Rohrlich Robin CareyBrent Leary is a SVP of Social Media Joe Rohrlich leads Robin Carey is theCRM industry for Citibank in New the East Coast and co-founder andanalyst, advisor, York. Lives in CPG Client Success CEO of Socialauthor, speaker Philadelphia and on practices at Media Today, LLC,and award winning Board of Directors for Bazaarvoice. a blogging networkblogger. He is co- both the Council of Partners with leading that assembles thefounder and Better Business brands including world’s bestPartner of CRM Bureaus and the P&G, 3M, Samsung, thinkers onEssentials LLC Society of Consumer and LOreal business and Affairs Professionals public policy. 4
  5. Topics Conflict Branded Communities Multi-Channel Engagement Teams or Culture
  6. Topic 1: ConflictWhy aren’t companies betting with their pocketbook?
  7. Over 71.2% usesocial for theircustomer interactions vs. 77.6% budget less68.5% say social has than $50k for socialpositive or higher impact initiativeson addressing customerneeds 7
  8. Topic 2: Branded CommunitiesShould you move the conversation into a managed space?
  9. Branded Communitiescome in 3rd, butconsidered the mosteffective channel forcompanies using socialfor 2 years or more 9
  10. Topic 3: Multi-ChannelAre we keeping up with consumers expectations?
  11. 48.7% have no plans to invest in mobile solutions over the next 12 months44.8% of companiesdo not have mobilesolutions to engage theircustomers 11
  12. Topic 4: TeamsShould you create “social teams” or is this everyone’s responsibility?
  13. 33.6% of companieshave a dedicated socialteam for customer care 31.4% say ‘management buy-in’ biggest obstacle for engaging customers on social platforms 13
  14. Thank You

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