The social customer

April 2011Monday, 27 June 2011

The Social Customer: Social customer Good experiences. On Brand. On BudgetMonday, 27 June 2011

The Social Customer: Is open, active, engaging Social customer Good experiences. On Brand. On BudgetMonday, 27 June 2011

The Social Customer: Is open, active, engaging Trusts reviews of friends and strangers Social customer Good experiences. On Brand. On BudgetMonday, 27 June 2011

The Social Customer: Is open, active, engaging Trusts reviews of friends and strangers Social customer Provides feedback about products and services Good experiences. On Brand. On BudgetMonday, 27 June 2011

The Social Customer: Is open, active, engaging Trusts reviews of friends and strangers Social customer Provides feedback about products and services Demands better customer service/ experience Good experiences. On Brand. On BudgetMonday, 27 June 2011

The Social Customer: Is open, active, engaging Trusts reviews of friends and strangers Social customer Provides feedback about products and services Demands better customer service/ Uses online experience tools and channels to communicate Good experiences. On Brand. On BudgetMonday, 27 June 2011

The Social Customer: Is open, active, engaging Trusts reviews of friends and strangers Social customer Provides feedback about products and services Rates, Demands reviews, better comments on customer blogs/ service/ products Uses online experience etc tools and channels to communicate Good experiences. On Brand. On BudgetMonday, 27 June 2011

The Social Customer: Is open, active, engaging Trusts reviews of friends and strangers Social customer Expects to Provides be able to feedback about manage products and accounts services online Rates, Demands reviews, better comments on customer blogs/ service/ products Uses online experience etc tools and channels to communicate Good experiences. On Brand. On BudgetMonday, 27 June 2011

The Social Customer: Is open, active, engaging Turns online Trusts reviews for support of friends and strangers Social customer Expects to Provides be able to feedback about manage products and accounts services online Rates, Demands reviews, better comments on customer blogs/ service/ products Uses online experience etc tools and channels to communicate Good experiences. On Brand. On BudgetMonday, 27 June 2011

Customer touch points have changed: Good experiences. On Brand. On BudgetMonday, 27 June 2011

Customer touch points have changed: Traditional Phone Fax Email Service Whitemail Face to Face Website Media Stores Good experiences. On Brand. On BudgetMonday, 27 June 2011

Customer touch points have changed: Traditional Social news feeds Phone twitter Fax micro forums linkedIn Email blogging Service podcasts gripe.com Whitemail video RSS YouTube Face to Face sharing blogs price Website quora Q&A comparisons Media facebook Stores myspace etc... Good experiences. On Brand. On BudgetMonday, 27 June 2011

A few ways the social customer connects... facebook search r FAQs youtube twitter Q&A ﬂickr share Social google sharing forums e micro-blogging cotweet communities v blogs i people threads colleagues comments e k quora share online web Medial myspace w linkedIn o RSS bing friendfeed s u support focus t ping photos tools complaint collaborate geolocation forums questions wikis skype help Social information Good experiences. On Brand. On BudgetMonday, 27 June 2011

Some facts about social networking: Good experiences. On Brand. On BudgetMonday, 27 June 2011

Some facts about social networking: 500m users. 90% content created by 20% users! Cellphone users are twice as active as non-mobile users (100m+) 25bn pieces of content (weblinks, news stories, blog posts, photos etc) shared each month Source: facebook.com Good experiences. On Brand. On BudgetMonday, 27 June 2011

Some facts about social networking: 200 million Twitter accounts 650m searches every day 30% users access Twitter via their cellphone 20% users NEVER tweet! Source: Danny Brown Good experiences. On Brand. On BudgetMonday, 27 June 2011

Some facts about social networking: 70m members worldwide 12m unique visitors EVERY day Most proﬁles are incomplete and under used Source: Danny Brown Good experiences. On Brand. On BudgetMonday, 27 June 2011

Some facts about social networking: 2nd most used Search engine 2bn views every day Half users are under 20 Source: Danny Brown Good experiences. On Brand. On BudgetMonday, 27 June 2011

Some facts about social networking: Lots of input generated by relatively few people Pareto principle - the law of the vital few - 80:20 No matter what the channel, 80% content comes from 20% contributors Good experiences. On Brand. On BudgetMonday, 27 June 2011

Some facts about social networking: Lots of input generated by relatively few people Pareto principle - the law of the vital few - 80:20 No matter what the channel, 80% content comes from 20% contributors Same principle applies to knowledge management - now with lots more content! Good experiences. On Brand. On BudgetMonday, 27 June 2011

Effective knowledge management is still vital - social media/networking provides more information sources Good experiences. On Brand. On BudgetMonday, 27 June 2011

Effective knowledge management is still vital - social media/networking provides more information sources facebook search r FAQs youtube twitter Q&A ﬂickr share micro-blogging sharing cotweet forums e communities v blogs people k quora share igoogle web l threads colleagues comments e online w linkedIn o RSS bing friendfeed s u myspace support focus t photos tools complaint collaborate geolocation ping forums questions wikis skype help Social information Good experiences. On Brand. On BudgetMonday, 27 June 2011

Effective knowledge management is still vital - social media/networking provides more information sources facebook search r FAQs youtube twitter Q&A ﬂickr share micro-blogging sharing cotweet forums e Knowledge communities v blogs people k quora share igoogle web Management l threads colleagues comments e online w linkedIn o RSS bing friendfeed s u myspace support focus t photos tools complaint collaborate geolocation ping forums questions wikis skype help Social information Good experiences. On Brand. On BudgetMonday, 27 June 2011

‘You can do knowledge management (KM) on just about anything... The trick is, and will continue to be, getting people to contribute to the process.’ Stuart Henshall, Mosoci.com Effective KM involves collaboration and engagement Good experiences. On Brand. On BudgetMonday, 27 June 2011

More sources of content... Accessible by... Easier to ﬁnd... But is it TRUSTED?Monday, 27 June 2011

Recent research with KANA customers revealed... Good experiences. On Brand. On Budget Search requirementsMonday, 27 June 2011

Recent research with KANA customers revealed... Top B2B needs... -Trusted knowledge base -Federated search -Peer to peer contact via community-with KANA input Good experiences. On Brand. On Budget Search requirementsMonday, 27 June 2011

Social CRM Extends traditional CRM... Social humanises the relationship between customers and companies - the company can become a trusted peer. Social connects companies to customers and customers to companies - one to one to many... be where the customers are... It changes us! Good experiences. On Brand. On BudgetMonday, 27 June 2011

Social customer touch points and KANA :%#"9& 2+"*/. $/%"2%)*#%(0".% %;1%("%&.%"&,"&4$%# !"#$%&" ()*)+"# 5(./%#$()$% 64$-,)+.)**78).(-##1%-1*% )&2$%./&-*-97 !"#$%& "&(%)*+,%$-)./"%0% ",1(-0%234#"&%##-4$.-,%# ,-./01"#. Good experiences. On Brand. On BudgetMonday, 27 June 2011

Social customer touch points and KANA :%#"9& 2+"*/. $/%"2%)*#%(0".% %;1%("%&.%"&,"&4$%# Service Experience !"#$%&" ()*)+"# 5(./%#$()$% 64$-,)+.)**78).(-##1%-1*% Management for social CRM )&2$%./&-*-97 !"#$%& "&(%)*+,%$-)./"%0% ",1(-0%234#"&%##-4$.-,%# ,-./01"#. Good experiences. On Brand. On BudgetMonday, 27 June 2011

Social customer touch points and KANA :%#"9& 2+"*/. $/%"2%)*#%(0".% %;1%("%&.%"&,"&4$%# Service Experience !"#$%&" ()*)+"# 5(./%#$()$% 64$-,)+.)**78).(-##1%-1*% Management for social CRM )&2$%./&-*-97 !"#$%& Use social analytics to LISTEN "&(%)*+,%$-)./"%0% ",1(-0%234#"&%##-4$.-,%# ,-./01"#. Good experiences. On Brand. On BudgetMonday, 27 June 2011

Social customer touch points and KANA :%#"9& 2+"*/. $/%"2%)*#%(0".% %;1%("%&.%"&,"&4$%# Service Experience !"#$%&" ()*)+"# 5(./%#$()$% 64$-,)+.)**78).(-##1%-1*% Management for social CRM )&2$%./&-*-97 !"#$%& Use social analytics to LISTEN "&(%)*+,%$-)./"%0% ",1(-0%234#"&%##-4$.-,%# ,-./01"#. Learn Share Good experiences. On Brand. On BudgetMonday, 27 June 2011

Demand for social media support is rising 48% of social media strategists have made measurement a primary objective for their 2011 programme Source: Jeremiah Owyang, Altimeter Group Good experiences. On Brand. On BudgetMonday, 27 June 2011

Demand for social media listening is rising ‘Give the right data to the right roles’ Source: Jeremiah Owyang, Altimeter Group Good experiences. On Brand. On BudgetMonday, 27 June 2011

Understanding the Social customer Good experiences. On Brand. On BudgetMonday, 27 June 2011

Understanding the Social customer Touch points have changed Good experiences. On Brand. On BudgetMonday, 27 June 2011

Understanding the Social customer Touch points have changed Masses of new information shared Good experiences. On Brand. On BudgetMonday, 27 June 2011

Understanding the Social customer Touch points have changed Masses of new information shared Most people consume and don’t contribute - 80:20 rule Good experiences. On Brand. On BudgetMonday, 27 June 2011

Understanding the Social customer Touch points have changed Masses of new information shared Most people consume and don’t contribute - 80:20 rule Trusted content is vital Good experiences. On Brand. On BudgetMonday, 27 June 2011

Understanding the Social customer Touch points have changed Masses of new information shared Most people consume and don’t contribute - 80:20 rule Trusted content is vital Listening and learning and ACTING is crucial Good experiences. On Brand. On BudgetMonday, 27 June 2011

Understanding the Social customer Touch points have changed Masses of new information shared Most people consume and don’t contribute - 80:20 rule Trusted content is vital Listening and learning and ACTING is crucial Knowledge - letting customers and colleagues ﬁnd trusted content easily and share what they know Good experiences. On Brand. On BudgetMonday, 27 June 2011

Got a question? Just ask... Anne Wood Principle consultant email: awood@kana.com tel: +44 7740 335843 skype: kmsqueen www.kana.com Good experiences. On Brand. On BudgetMonday, 27 June 2011

http://mauro.posterous.com	7
http://bizlive.inxero.com	6
https://posterous.com	4
http://127.0.0.1:51235	2
http://documentarytelevision.com	1
http://paper.li	1
http://www.hijodelmedio.com	1
http://get2volume.com	1
http://www.blogger.com	1
http://netadblog.com	1
http://www.linkedin.com	1

The social customer

by Anne Wood

Accessibility

Categories

Upload Details

Usage Rights

11 Embeds 26

Statistics