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The Social Customer and Customer 2.0
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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