Putting The Voice of the Customer At The Heart Of Your Business - Verve Introduction


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VERVE - the specialist in customer advisory panels & online brand communities

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Putting The Voice of the Customer At The Heart Of Your Business - Verve Introduction

  1. 1. VERVE IntroductionPutting the voice of the customer at the heart of yourbusiness using online brand communitieswww.addverve.com 1
  2. 2. Customers are connecting – but are they connecting with you?88% of CEOs think that “getting closer to the customer” is the highest strategicpriority for their company in the next 5 years (IBM CEO survey)More than 68 million bloggers have posted reviews and recommendationsabout products and services“Now consumers dont just consume. We spit back. We have our own printingpresses” (Jeff Jarvis, Dell Hell blog post author) 2
  3. 3. Starting the dialogue through online brand communitiesBusinesses connect with customers through online brand communitiesOnline brand communities are either public (e.g Facebook) or private and“owned” by the company (e.g Orange Better Together)Businesses utilise private online brand communities across multipletouchpoints, including: customer insight, product development, marketing &customer care to bring the company closer to the customer 3
  4. 4. Developing better relationships, delivering more efficient insightPrivate online brand communities provide: How are we doing? A platform for developing better relationships with customers for greater customer loyalty and increased sales How are you doing? An efficient and productive way of conducting research (especially customer research) without huge costs What can we do together? A way to get customers more involved with the brand – good for co-creating new products and good for brand advocacy 4
  5. 5. The building blocks for a successful online brand communityIn order to build your own online brandcommunity, you need: Creation – the platform & strategy Recruitment – your members Management & engagement Activities & outputs 5
  6. 6. Consult a specialist As the specialist in customer advisory panels and online brand communities, VERVEprovides all the tools and services you need to get the best out of your community All you need to do is come along and get involved in your customer conversations! 6
  7. 7. Getting startedOnline communities are here to stayIt’s a leap into the unknown!The good news is that it’s easy to get started!You can start to see the benefit quickly and then increase the scope over time.Brands are using them now to:  get close to their customers  save money on research  measure the customer “pulse” on an on-going basis 7
  8. 8. Selecting the right approach for you. A common Online brand starting communities point Customer Advisory Panels Mail / Project and Taster opted-in Communities database 8
  9. 9. Your 10 question checklist1. What do you want to use the panel / community for?2. What’s best for you - panel or community?3. How will this look and feel?4. How long will it last?5. Who will you invite?6. How many will you invite?7. Why will people want to join?8. How are you going to share results with the rest of your organisation?9. How are you going to measure success?10. What level of support will you need from Verve? 9
  10. 10. Supporting you through the process Community. creation Community Community reporting recruitment Powered by VERVE Engine Community Community activities & engagement outputs Community management 10
  11. 11. A bit about VerveWe are the specialist in customeradvisory panels & online brandcommunities – it’s all that we doWe have a deeply experienced, client-focused cross-functional team built forpurposeWe are a specialist internationally, not ageneralist locallyWe strive to innovate and be a thoughtleader – your partner for the journeyWe are powered by our best in classtechnology platform - VERVE Engine 11
  12. 12. Contact usVERVE Partners Ltd.Linton House164/180 Union StreetLondon SE1 0LHwww.addverve.com+44 (0) 20 7928 4314hello@addverve.com 12