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Why Community is Integral To The Customer Experience Strategy
Why Community is Integral To The Customer Experience Strategy
Why Community is Integral To The Customer Experience Strategy
Why Community is Integral To The Customer Experience Strategy
Why Community is Integral To The Customer Experience Strategy
Why Community is Integral To The Customer Experience Strategy
Why Community is Integral To The Customer Experience Strategy
Why Community is Integral To The Customer Experience Strategy
Why Community is Integral To The Customer Experience Strategy
Why Community is Integral To The Customer Experience Strategy
Why Community is Integral To The Customer Experience Strategy
Why Community is Integral To The Customer Experience Strategy
Why Community is Integral To The Customer Experience Strategy
Why Community is Integral To The Customer Experience Strategy
Why Community is Integral To The Customer Experience Strategy
Why Community is Integral To The Customer Experience Strategy
Why Community is Integral To The Customer Experience Strategy
Why Community is Integral To The Customer Experience Strategy
Why Community is Integral To The Customer Experience Strategy
Why Community is Integral To The Customer Experience Strategy
Why Community is Integral To The Customer Experience Strategy
Why Community is Integral To The Customer Experience Strategy
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Why Community is Integral To The Customer Experience Strategy

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http://bit.ly/14r3UC2, Your customers have adapted to the social age—they’re tech savvy with lots of options and small attention spans. Your business must adapt along with them if you want to capture …

http://bit.ly/14r3UC2, Your customers have adapted to the social age—they’re tech savvy with lots of options and small attention spans. Your business must adapt along with them if you want to capture their attention and develop long-lasting relationships with them.

Michael Fauscette, group vice president of IDC’s Software Business Solutions, shares his insight on how companies can leverage customer communities as an integral part of their customer experience strategy and the business benefits.

Learn how you can provide a positive customer experience at every stage in the customer lifecycle.

Published in: Technology, Business, Education
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  • 1. Community as an Integral Part of Your CustomerExperience StrategyMichael Fauscette,Group VP, Software Business Solutionsabout.me/mfauscette#CXM @mfauscette
  • 2. @mfauscette | #GetSuccess | @GetSatisfaction2
  • 3. @mfauscette | #GetSuccess | @GetSatisfaction3
  • 4. @mfauscette | #GetSuccess | @GetSatisfaction4
  • 5. @mfauscette | #GetSuccess | @GetSatisfaction5Expectations ExperienceSatisfaction
  • 6. @mfauscette | #GetSuccess | @GetSatisfactionStrategyandProcessesPeopleAccessProducts &ServicesTechnologyDataCustomerExperience
  • 7. @mfauscette | #GetSuccess | @GetSatisfaction7
  • 8. @mfauscette | #GetSuccess | @GetSatisfactionThe Information Revolution© IDC 20138Economic changesTechnology changesSocial Changes
  • 9. @mfauscette | #GetSuccess | @GetSatisfaction 9Michael FauscetteMike FauscettemfauscetteLarry FauscetteLarry Michael FauscetteLarry M Fauscettemike_fauscettemfauscette@gmail.commfauscette@me.commfauscette@iCloud.commfauscette@idc.com
  • 10. @mfauscette | #GetSuccess | @GetSatisfaction10
  • 11. @mfauscette | #GetSuccess | @GetSatisfaction11Business Value of Community - Marketing
  • 12. @mfauscette | #GetSuccess | @GetSatisfaction12Business Value of Community - Sales
  • 13. @mfauscette | #GetSuccess | @GetSatisfaction13Business Value of Community - CustomerService
  • 14. @mfauscette | #GetSuccess | @GetSatisfaction14Business Value of Community - ProductInnovation
  • 15. @mfauscette | #GetSuccess | @GetSatisfaction15
  • 16. @mfauscette | #GetSuccess | @GetSatisfaction16Responding Consistently AcrossChannel16OperationalProcessesCustomerExperienceChannelsCommunityTelephone, cell phoneWeb SitePhysical locationTraditional Outbound CommunicationsSocial Media Presence/InteractionResourcesOrganization
  • 17. @mfauscette | #GetSuccess | @GetSatisfaction17Coordinating the InternalCustomerCampaign execution, brandcontrol – MarketingUp-sell, cross-sell,reference selling – SalesOperationalProcessesDepartmentalRequirementsResources- Product Innovation based oncustomer inputCustomer service$ – CFOLoyalty, satisfactioninsight – CEO17
  • 18. @mfauscette | #GetSuccess | @GetSatisfactionBusiness Benefit of CommunityAcquire New CustomersDesign Better ProductsReduce Support CostsCustomer Intelligence Driven Marketing18
  • 19. @mfauscette | #GetSuccess | @GetSatisfactionBusiness Benefit of CommunityAcquire New Customers•  Know your customer•  Engage your customer•  Learn about your customer = Sales IntelligenceDesign Better Products•  Idea sourcing•  Innovation•  Voice of customer19
  • 20. @mfauscette | #GetSuccess | @GetSatisfactionBusiness Benefit of CommunityReduce Support Cost•  Peer-to-peer support•  Reduced support tickets•  Better self-serviceCustomer Intelligence Driven Marketing•  Customer data value chain•  Predictive as well as reactive•  On target – 1:120
  • 21. @mfauscette | #GetSuccess | @GetSatisfactionAnd Remember…21•  Give Value to Get Value•  Connect outside in and inside out•  Silos are the enemy•  Technology isn’t enough – culture and process•  Sense and Respond
  • 22. @mfauscette | #GetSuccess | @GetSatisfactionMichael  Fausce,e    Group  Vice  President  So7ware  Business  Solu:ons    mfausce,e@idc.com    @mfausce,e  about.me/mfausce,e  Thank YouBlog: www.mfauscette.comIDC Social Business Bloghttps://idc-insights-community.com/groups/it_agenda/social-business#GetSuccess22

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