• Save
Mzinga Presentation - BDI 7/20/11 The Social Customer Leadership Forum
Upcoming SlideShare
Loading in...5
×
 

Like this? Share it with your network

Share

Mzinga Presentation - BDI 7/20/11 The Social Customer Leadership Forum

on

  • 1,433 views

Presentation by: Mike Merriman, Director of Strategic Services, Mzinga

Presentation by: Mike Merriman, Director of Strategic Services, Mzinga

www.bdionline.com

Statistics

Views

Total Views
1,433
Views on SlideShare
1,433
Embed Views
0

Actions

Likes
0
Downloads
0
Comments
0

0 Embeds 0

No embeds

Accessibility

Categories

Upload Details

Uploaded via as Adobe PDF

Usage Rights

© All Rights Reserved

Report content

Flagged as inappropriate Flag as inappropriate
Flag as inappropriate

Select your reason for flagging this presentation as inappropriate.

Cancel
  • Full Name Full Name Comment goes here.
    Are you sure you want to
    Your message goes here
    Processing…
Post Comment
Edit your comment

Mzinga Presentation - BDI 7/20/11 The Social Customer Leadership Forum Presentation Transcript

  • 1. The Social Customer Presented by Mike Merriman July 2011MZINGA l #1 IN ON-DEMAND SOCIAL SOFTWARE l
  • 2. The Social Organization The Old ModelMZINGA l #1 IN ON-DEMAND SOCIAL SOFTWARE l Fresh Ground, Inc.
  • 3. The Social Organization NowMZINGA l #1 IN ON-DEMAND SOCIAL SOFTWARE l Fresh Ground, Inc.
  • 4. The Social OrganizationMZINGA l #1 IN ON-DEMAND SOCIAL SOFTWARE l Fresh Ground, Inc.
  • 5. The Social OrganizationMZINGA l #1 IN ON-DEMAND SOCIAL SOFTWARE l Fresh Ground, Inc.
  • 6. The Social OrganizationMZINGA l #1 IN ON-DEMAND SOCIAL SOFTWARE l Fresh Ground, Inc.
  • 7. The Social OrganizationMZINGA l #1 IN ON-DEMAND SOCIAL SOFTWARE l Fresh Ground, Inc.
  • 8. The Social OrganizationMZINGA l #1 IN ON-DEMAND SOCIAL SOFTWARE l Fresh Ground, Inc.
  • 9. Customers are taking matters into their own hands… . 48% report always or often using an online posting or blog to get other’s opinions about a company’s customer service reputationSource: American Express Global Customer Service Barometer April 13th – April 20th, 2010 9 MZINGA l #1 IN ON-DEMAND SOCIAL SOFTWARE l
  • 10. What does that mean for your business? The pressure is higher than ever to…MZINGA l #1 IN ON-DEMAND SOCIAL SOFTWARE l 10
  • 11. Work smarter & more efficiently. According to IDC, the cost of NOT easily finding information = $3,300 per employee each year (That’s $3.3M in annual lost opportunity cost for a business of 1000 people)MZINGA l #1 IN ON-DEMAND SOCIAL SOFTWARE l 11
  • 12. Build brand credibility & buyer trust. 30% of consumers rely less on advertising, and much more on recommendations from friends and family for making buying decisions.MZINGA l #1 IN ON-DEMAND SOCIAL SOFTWARE l 12
  • 13. Reduce customer response times. More than 90% of customers issues havent been unearthed in most organizations, and in addition, often the organization doesnt have answers for them, according to Forrester Research. These issues lead to long support calls, poor issue resolution, cost increases and customer dissatisfaction.MZINGA l #1 IN ON-DEMAND SOCIAL SOFTWARE l 13
  • 14. Improve customer loyalty & satisfaction The primary driver of a consumers loyalty is their experience with your business, product or service. Yet, marketers on average only invest 20% of their programs in loyalty and customer experience efforts.MZINGA l #1 IN ON-DEMAND SOCIAL SOFTWARE l 14
  • 15. Introducing the Social Organization…MZINGA l #1 IN ON-DEMAND SOCIAL SOFTWARE l
  • 16. The Elements of a Social Organization A New ModelIdeate Share Listen ChangeFlickr image uploaded by Caveman (Kickin 66 with Pete Zarria) Flickr image uploaded by Ed Yourdon Flickr image uploaded by andronicusmax Flickr image uploaded by adam*bShared under Creative Commons Shared under Creative Commons Shared under Creative Commons Shared under Creative CommonsAttribution-No Derivative Works 2.0 Generic Attribution-Share Alike 2.0 Generic Attribution 2.0 Generic Attribution 2.0 GenericLicense License License License MZINGA l #1 IN ON-DEMAND SOCIAL SOFTWARE l
  • 17. Social Business Ecosystem • Streamlined client acquisition • Customer engagement • Loyalty & retention • Listening & engagement • On-demand support • Brand building Customer • Demand generation Experience • Social commerce Brand Mzinga Social Employee Experience Business Experience Ecosystem • Engagement & Partner collaboration Experience • Satisfaction & retention • Social business • On-boarding & outsourcing recruiting • Indirect revenue • Social learning streams • Developer networksMZINGA l #1 IN ON-DEMAND SOCIAL SOFTWARE l
  • 18. What does it mean to foster a social “customer experience”?MZINGA l #1 IN ON-DEMAND SOCIAL SOFTWARE l
  • 19. “ …to engage the customer in a collaborative conversation in order to provide a mutually beneficial value in a trusted and transparent business environment. ” - Paul Greenberg, Author CRM at the Speed of Light: Social CRM 2.0 Strategies, Tools, and Techniques for Engaging Your CustomersMZINGA l #1 IN ON-DEMAND SOCIAL SOFTWARE l
  • 20. “ It is not about the technology, it is about the people, process and cultural shifts necessary to support and grow a business with the social customer. ” - Mitch Lieberman, President & CEO Comity Technology Advisors “ Ultimately social media is not about the tools, technology and whiz-bang things. It’s about culture and culture change. ” - Scott Monty, head of social media Ford Motor CompanyMZINGA l #1 IN ON-DEMAND SOCIAL SOFTWARE l
  • 21. Let’s look at a few examples in practice…MZINGA l #1 IN ON-DEMAND SOCIAL SOFTWARE l
  • 22. Customer support: The initial tweetMZINGA l #1 IN ON-DEMAND SOCIAL SOFTWARE l
  • 23. MZINGA l #1 IN ON-DEMAND SOCIAL SOFTWARE l
  • 24. Customer experience: The initial tweetMZINGA l #1 IN ON-DEMAND SOCIAL SOFTWARE l
  • 25. Within 15 minutes…MZINGA l #1 IN ON-DEMAND SOCIAL SOFTWARE l
  • 26. And then, a few days later…MZINGA l #1 IN ON-DEMAND SOCIAL SOFTWARE l
  • 27. Vitamin Shoppe Solution Overview Social Commerce: Integrated ratings & reviews on all online products for sale on the Vitamin Shoppe public website Business Goals • Increase revenue through product ratings & reviews • User reviews improve buyer trust, and drive customer retention Results & ROI • 2.9M unique visitors monthly • Increased web traffic • Increased product sales for highly rated productsMZINGA l #1 IN ON-DEMAND SOCIAL SOFTWARE l
  • 28. DTCC Solution Overview An online portal for marketing DTCC services, delivering training to the masses, and enabling customers to collaborate around content Business Goals • Increase revenue through fee-based learning & related usage • Improve customer access to relevant service information Results & ROI • Over 35,000 current users • Additional revenue stream Financial services company that provides custody and asset servicing for 3.5 million securities issues from the United States and 110 other countries and territories, valued at $40 trillion.MZINGA l #1 IN ON-DEMAND SOCIAL SOFTWARE l
  • 29. FAST Search & Transfer Solution Overview An online portal for delivering and managing technical training for the purposes of ongoing customer & partner education Business Goals • Improve customer & partner competency • Increase revenue through fee-based learning solutions • Increase customer satisfaction through a comprehensive customer experience Results & ROI • Over 175,000 current users • Active user participation in more than 12,000 learning events • Additional revenue streamMZINGA l #1 IN ON-DEMAND SOCIAL SOFTWARE l
  • 30. Thank you!MZINGA l #1 IN ON-DEMAND SOCIAL SOFTWARE l