Social crm 2011 final

Sword Ciboodle Friday, May 6, 2011Coordina.on or Collabora.on? “You have to listen to me … I know exactly what customers want!” What have you done to help your company succeed in Social

“Nobody cares about your products, people care about their problems.” David Meerman ScoG

Customers do not want a rela.onship with your business, they want the beneﬁts a rela.onship can oﬀer to them.

Each Journey is Diﬀerent Twitter Customer Result Advocate Linkedin Friend Google Facebook Blog Skype Website

Has Marke.ng gone ‘Social’ crazy

The Marke.ng Perspec.ve Content Recipes Direct Mail eBooks Guides Planners YouTube Blogs Trust Quora Passion Contests Events (Live) Media (Social) Inﬂuence FourSquare Conferences Community TwiGer Facebook Educa.on Linkedin

5 Things Marketing Should Consider: q Stop assuming everyone is Social q More channels does not mean talk more q Show your value internally q Social Media Management is not the same as Community Management q Crea.ng value is not the same as crea.ng content

It is about Customer Service Experience

The Service Perspec.ve Informa.on Knowledgebase FAQs Manuals Tutorials Web Blogs Email Trust Quora SMS Loyalty Media (Social) Advocacy Help Desk Escala.on YouTube Chat Facebook Forums Phone TwiGer Case Handling Community

5 Things Customer Service Should Consider: q Be accountable for Customer Service Experience, Customer Experience is much bigger q Phone skills are s.ll important, sta.s.cs tell the tale q The most important person is the person you are talking to right now q Don’t assume someone else will answer the ques.on, be the one that answers the ques.on q Customer Service is not the new Marke.ng, it is Customer Service

There are a lot of ‘Do it yourselfers’ out there

The Sales Perspec.ve Collateral One Pagers How-‐To Tes.monials Proposals References (Tenders) Trust SMS Value Events or 1to1 Media (Social) Rela.onship Jigsaw Email (Personal) Linkedin Phone Webinars Golf? Seminars A Ballgame Voicemail Facebook?

5 Things Sales Should Consider: q Future customers do not want to be your BFF q Social Media is great compe..ve intelligence tool – which cuts both ways q Sales is more a user of Social Media, use it to prepare, that is not wrong q You do not have to Blog or use TwiGer – But, respect those that do q You are tradi.onally the most Social part of the organiza.on – that has not changed

Passion Customer Value Loyalty

http://mjayliebs.wordpress.com	319
http://oursocialtimes.com	188
http://www.smm3.org	182
http://sfh.naasat.in	101
http://www.effective-crm-consulting.com	44
http://effective-crm-consulting.com	10
http://paper.li	7
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http://flavors.me	5
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Social crm 2011 final

by Mitch Lieberman on May 06, 2011

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Social crm 2011 final — Presentation Transcript