Dr. Natalie Petouhoff ROI Of Social Media Social Media Club Presentation/ Forrester Research

May 27, 2009 Social Media Club The ROI of Social Media: Customer Service Communities Natalie L. Petouhoff Senior Analyst Covering: Social Media, Customer Experience and Customer Service Forrester Research

The #1 Customer Service 2009 initiative should be social media.

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Why is social media important to customer service? ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Customer disdain, social media and customer service have… ,[object Object]

What is a Customer Service Online Community? Source: January 21, 2008, “The Economic Necessity Of Customer Service” Forrester report ,[object Object],[object Object],[object Object],[object Object]

Who’s got an online community? B2C… Source: May, 2009 “The ROI of Online Customer Service Communities” Forrester report

Who’s got an online community? B2B… Source: May, 2009 “The ROI of Online Customer Service Communities” Forrester report

Verizon… Source: May, 2009 “The ROI of Online Customer Service Communities” Forrester report

iRobot… Source: May, 2009 “The ROI of Online Customer Service Communities” Forrester report

myFICO… Source: May, 2009 “The ROI of Online Customer Service Communities” Forrester report

Intel… Source: May, 2009 “The ROI of Online Customer Service Communities” Forrester report

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TEI ™ is Forrester’s ROI methodology Costs (Impact on budget) Benefits (Impact on business) Flexibility (Options) R I S K ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Source: August 4, 2008, “The Total Economic Impact ™ Methodology: A Foundation For Sound Technology Investments” Forrester report Total Economic Impact

Assumptions ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Source: May, 2009 “The ROI of Online Customer Service Communities” Forrester report

Examples of benefits ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Source: May, 2009 “The ROI of Online Customer Service Communities” Forrester report Benefits (Impact on business)

There are many benefits of Customer Service Online Communities… Source: May, 2009 “The ROI of Online Customer Service Communities” Forrester report

The answers are in the community Source: January 21, 2008, “The Economic Necessity Of Customer Service” Forrester report ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],DSL provider

First Contact Resolution (FCR) goes up Source: January 21, 2008, “The Economic Necessity Of Customer Service” Forrester report ,[object Object],[object Object],[object Object],[object Object],My question was answered !!!!!!!!

Customer advocates create more value Source: February 2008 “Redefining High-Value Customers” report.

“Bad word of mouth” gets handled! ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Source: May, 2009 “The ROI of Online Customer Service Communities” Forrester report

Invest in turning customer informants Source: May, 2009 “The ROI of Online Customer Service Communities” Forrester report ,[object Object],[object Object],[object Object],[object Object]

What about the rest of the company? Source: January 21, 2008, “The Economic Necessity Of Customer Service” Forrester report ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Examples of customer service online community costs ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Costs (Impact on budget)

Start-up costs of customer service online communities… Source: May, 2009 “The ROI of Online Customer Service Communities” Forrester report

Recurring costs of customer service online communities… Source: May, 2009 “The ROI of Online Customer Service Communities” Forrester report

The ROI of online customer service community is… Source: May, 2009 “The ROI of Online Customer Service Communities” Forrester report

The TEI of online customer service community is… Source: May, 2009 “The ROI of Online Customer Service Communities” Forrester report

Where to begin? ,[object Object],[object Object],[object Object],[object Object],Source: January 13, 2009, “Forrester Customer Service Innovation Framework and Self-Assessment ” Forrester report

Join the social media revolution Source: April 6, 2009, “How to Win Funding for Your Customer Service Project ” Forrester report

Thank you ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Research in this presentation ,[object Object],[object Object],[object Object],[object Object],[object Object]

Research in this presentation ,[object Object],[object Object],[object Object],[object Object]

Dr. Natalie Petouhoff ROI Of Social Media Social Media Club Presentation/ Forrester Research

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Dr. Natalie Petouhoff ROI Of Social Media Social Media Club Presentation/ Forrester Research