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Customer Driven Social Communities

Customer Driven Social Communities



Social Media and Social Tools aren't able to create a fully functional customer community. For corporations creating their own social network to support customers is key. This can be done via ...

Social Media and Social Tools aren't able to create a fully functional customer community. For corporations creating their own social network to support customers is key. This can be done via @Telligent



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    Customer Driven Social Communities Customer Driven Social Communities Presentation Transcript

    • iGo2 Group Overview
    • Agenda
      The Power of Social Media
      Who is iGo2?
      iGo2 Solutions
      Customer Driven Support
      Founders of iGo2 Group
    • The Power of Social Media
      Social Media is disruptive
      Social Media is dynamic
      Social Media changes everything for a business
      Sales, Marketing, Service
      Human Resources
      Product Management
      Organisational Models
    • Who is iGo2 Group?
      iGo2 is a Social Business product and services company. iGo2 helps organisations like yours leverage the power of Social Media and Networks through relevant, focused and business oriented solutions.
      We assist to connect you with your markets and customers;  convert your social data to business intelligence  and manage your Social Media presence for maximum impact.
      Whether your business is already active in Social Media – but needs to do it better – or whether you are just starting out, iGo2 can provide everything from consultancy to a complete tailored solution.
      A holistic approach to Corporate Social Media
      All members are Certified Strategists in Social Media
      Utilise proven methodologies for :
      Social Media Assessments
      Social Media Strategy Development
      Social Media Programs and ROI
      Channel Empowerment through Social Media
    • iGo2 Focus Areas
      Strategy : formulating policy and strategy through researching your brand, customers, partners and competitors
      Tactics: building your social presence and integrating to your business processes; training and empowering employees and partners.
      Intelligence: monitoring,collecting, and analyzing social data to make informed and agile business and policy decisions.
      Tools: delivering, installing, supporting and integrating best of breed products for utilising the social web
    • The Social Ecosystem
      Listening, establishing reputation
      (I’m one of you)
      Listening, supporting, building reputation, marketing
      External Communities
      Closed Network
      Listening, supporting, building relationships, collaborating
      Internal Communities
      Example: customer communities
      Example: channels, members
      Example: Intranets, communities of practice
      Copyright 2011 Telligent. All rights reserved.
    • Many Social Tools Available Today
      Individually, these tools do not equal community
      Author(s) write articles
      Users comment to author
      Engagement focus: On the author
      Variety of people edit the content of a single piece of content
      Engagement focus: On the content
      Media Gallery
      Variety of people publish comments on specific topics or questions
      Engagement focus: On the topic
      Individuals publish files, picture, or video for users to comment on
      Engagement focus: On the media
    • Communities Enable Relationships
      Regular interaction among members who are united by a common interest allows for relationshipsto be formed
      Owned Communities
      Member to Member
    • Different Objectives
      Online Communities
      Social Networks
      Business Objective
      Primary Enabler
      Primary Purpose
      Common Activity
    • External Communities
      Internal Communities
      Community Use Cases (80% of clients)
      Corporate Communication
      Customer-Driven Support
      Employee Networking & Collaboration
      Interactive Marketing
      Association Marketing
    • Customer-Driven Support
      Deliver better customer service experiences
      • Deliver support to customers wherever they are, at any time
      • Identify dissatisfied customers quickly and take action
      • Simplify online search while improving SEO
      Increase support efficiency & scalability
      • Increase agent productivity with community-generated content
      • Communicate service updates in real time across channels
      • Empower “super users” to deliver help to peers online
      Advance product ideation & monitor service performance
      • Crowd source ideas and acknowledge customer contributions
      • Uncover volatile topics and measure sentiment
      • Monitor the impact of employee engagement
      • All social data streams
      • Drilldown analysis
      • Sentiment analysis
      • Comparative Analysis
      • Drilldown to influencers
      • Drilldown to sources
      • Slice and dice
      • Periodic reporting – weekly, bi weekly, monthly, real time
      Social Media Monitoring Services
      iGo2 Group Pty Ltd – Providing you smart integrated responsible social business solutions
    • Potential Value of Social Intelligence
      Crisis Management
      Reputation Management
      Project Monitoring
      Improve customer service
      Competitor intelligence
      Partner intelligence
      Improve product and service development
      Improve target marketing
      Grow revenue
      Deflect costs
      Improve Customer Loyalty
      Policy or initiative review
    • Our Partners
    • Our Customers
    • The Founders of iGo2 Group
      All Certified Strategists in Social Media
      All have more than 20 years business experience in IT and industry