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BlogWell Seattle Case Study: Microsoft, presented by Nestor Portillo

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In his BlogWell presentation, Microsoft's Director of Community and Online Support, Nestor Portillo, shares how they are empowering customers and using their feedback via social media.

In his BlogWell presentation, Microsoft's Director of Community and Online Support, Nestor Portillo, shares how they are empowering customers and using their feedback via social media.

Published in: Business, Technology

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  • Population size: 352 (Awardees from November, December, January, and February)
  • Transcript

    • 1.
    • 2. Nestor J Portillo
      Director, Community & Online Support
      Microsoft Corp
      @nportillo
      Social Influence
    • 3. Influencer management @ Microsoft
      Main attributes:
      Community leadership
      Accessible
      Independency
      Credibility
      Engagement and span of influence
    • 4. Social Framework
      Influencer Programs
      Insights ID
      Users
      Telemetry
      Engage
      Microsoft Property
      Innovation
      Triage
      Tools
      Direct Listening
      Web
      Create/Include or Improve
      VOC Process
      Listen
    • 5. Forums . Answers . Resources
      Improve/ Enhance
      Insights &
      Innovation
      P2P Support . Trust . Relationship Crowdsourcing . Innovation . User Groups . Affinity . Advocacy Revenue . Image . Market Share
      Awareness &
      Acquire (New Sales)
      Ideas . Features . Concepts
      WOM . Ratings . Reviews
      Customer Service
      And Support
      Find and Buy
      LIFETIME LOYALTY
      Social Media . Events . Blogging
      Adaptation from TSIA Social Media Model
      Customer Loyalty
      & Retention (repurchase)
      Sat/ Share
      Use / Support
    • 6. Perceived Value
    • 7. New Approach: From Metrics to Experience
      Efficiency (Cheap, Fast operations)
      Experience (Accuracy, Effort, Time)
      Customer
      Employees
      Process
      Agility/Scale
      Readiness
      Loyalty
      Satisfaction
      Performance
      End-to-End Experience, Efficiency, Effort and Engagement Indexes
    • 8. Example
      • Listen to Social Media and identify customer’s insights
      • 9. Gather Community feedback from MVPs & MCCs, etc
      • 10. Collect customer feedback
      Reach
      High Reach and high Engagement or Success
      Feedback
      Federation & Syndication
      Engagement
    • 16. Example
      Answers generated by Awardees
      40
      6 Months Awardees
      30
      Average monthly answers per awardee
      +29%
      24.0
      24.0
      +14%
      +13%
      21.38
      20
      27.6
      10
      Six months prior
      3 months after
      1 month after
      2 months after
    • 17. © 2009 Microsoft Corporation. All rights reserved. Microsoft, Windows, Windows Vista and other product names are or may be registered trademarks and/or trademarks in the U.S. and/or other countries.
      The information herein is for informational purposes only and represents the current view of Microsoft Corporation as of the date of this presentation. Because Microsoft must respond to changing market conditions, it should not be interpreted to be a commitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information provided after the date of this presentation. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.