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The Social Customer Engagement Index
The Social Customer Engagement Index
The Social Customer Engagement Index
The Social Customer Engagement Index
The Social Customer Engagement Index
The Social Customer Engagement Index
The Social Customer Engagement Index
The Social Customer Engagement Index
The Social Customer Engagement Index
The Social Customer Engagement Index
The Social Customer Engagement Index
The Social Customer Engagement Index
The Social Customer Engagement Index
The Social Customer Engagement Index
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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

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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  • 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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