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The Social Customer and Customer 2.0
 

The Social Customer and Customer 2.0

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    The Social Customer and Customer 2.0 The Social Customer and Customer 2.0 Presentation Transcript

    • Who is the Social Customer
      Mitch Lieberman
      Comity Technology Advisors
      Comity (kom’-it-ee) – A friendly social atmosphere; social harmony; a loose widespread community based on common social institutions.Comity Technology Advisors - Providing analysis and advice at the intersection where business, social media and technology converge.
    • The Social Customer is a hyper-connected, vocal, collaborative, mobile “I trust my peers more than you” buyer?
      Customer 2.0 is closely related to the Social Customer. Maybe more of a B to B version; a very well informed, knowledgeable purchaser.
      Mitch Lieberman - @mjayliebs
    • Your Business is about FindingandRetaining Customers
      More important…
      Not Industry Buzzwords and
      What insiders name things!
      Mitch Lieberman - @mjayliebs
      05/08/09
    • Social CRM is the Extension of CRM in Response to the Social Customer
      Extension by People, Process, Culture and Technology
      Mitch Lieberman - @mjayliebs
    • The Social Customer is:
      Vocal
      Hyper-connected
      Creative
      Collaborative
      The Social Customer also:
      Expects to customize products
      Is Critical of claims by brands
      Is Influenced by friends & peers
      2
    • Customers Trust Their Peers
      Social
      CRM
      78% trust recommendations from social graph (E. Qualman)
      90% of B2B buyers trust peer reviews & 70% trust online reviews
      Mitch Lieberman - @mjayliebs
    • A Social Customer is, after all, a Customer – Just Cooler!
      ©2009 SugarCRM Inc. All rights reserved.
      Mitch Lieberman - @mjayliebs
      05/08/09
    • Provide Value for your Customers
      • Be Informational
      • Be Supportive
      • Be Relevant
      • No Bullhorn
      • Be Consistent
      9
    • Managing Expectations is Critical
      • Personalize the experience
      • Collaborative is more than a word
      • Accountability
      • Maintain and Foster Trust
      • Be Transparent and Open
      • Provide Value before the Sale
    • Put Yourself in their Shoes
      • Value is a relationship between price and quality
      • Experience is part of the process, just harder to define
      • They want a Collaborative relationships
      • Promotions and deep discounts do not build relationships
    • Remember, it is NOT about you
      Let your prospects drive the Conversation at their own pace.
      Mitch Lieberman - @mjayliebs
    • Trust is an Outcome of Transparency
      Customers do not expect perfection, they expect Authenticity and Honesty
      Mitch Lieberman - @mjayliebs
    • Who is Mitch Lieberman
      President and CEO of Comity Technology Advisors
      Comity Technology Advisors - Providing analysis and advice at the intersection where business, social media and technology converge.
      Blog – “A Title Would Limit My Thoughts” located at http://mjayliebs.wordpress.com and syndicated on CustomerThink.comand SalesEdgeOne.com
      http://comityadvisors.com Twitter and Skype - @mjayliebs
    • Thank You!
      Mitch Lieberman - @mjayliebs