BlogWell Seattle Case Study: Microsoft, presented by Nestor Portillo

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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.

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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.