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.

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  • Population size: 352 (Awardees from November, December, January, and February)
  • BlogWell Seattle Case Study: Microsoft, presented by Nestor Portillo

    1. 1.
    2. 2. Nestor J Portillo<br />Director, Community & Online Support<br />Microsoft Corp<br />@nportillo<br />Social Influence<br />
    3. 3. Influencer management @ Microsoft<br />Main attributes:<br />Community leadership<br />Accessible<br />Independency<br />Credibility<br />Engagement and span of influence<br />
    4. 4. Social Framework<br />Influencer Programs<br />Insights ID<br />Users<br />Telemetry<br />Engage<br />Microsoft Property<br />Innovation<br />Triage<br />Tools<br />Direct Listening<br />Web<br />Create/Include or Improve<br />VOC Process<br />Listen<br />
    5. 5. Forums . Answers . Resources<br />Improve/ Enhance<br />Insights &<br />Innovation<br /> P2P Support . Trust . Relationship Crowdsourcing . Innovation . User Groups . Affinity . Advocacy Revenue . Image . Market Share<br />Awareness &<br />Acquire (New Sales)<br /> Ideas . Features . Concepts<br /> WOM . Ratings . Reviews<br />Customer Service<br />And Support<br />Find and Buy<br />LIFETIME LOYALTY<br /> Social Media . Events . Blogging<br />Adaptation from TSIA Social Media Model<br />Customer Loyalty<br />& Retention (repurchase)<br />Sat/ Share<br />Use / Support<br />
    6. 6. Perceived Value<br />
    7. 7. New Approach: From Metrics to Experience<br />Efficiency (Cheap, Fast operations)<br />Experience (Accuracy, Effort, Time)<br />Customer<br /> Employees<br />Process<br />Agility/Scale<br />Readiness<br />Loyalty<br />Satisfaction<br />Performance<br />End-to-End Experience, Efficiency, Effort and Engagement Indexes<br />
    8. 8. Example<br /><ul><li>Listen to Social Media and identify customer’s insights
    9. 9. Gather Community feedback from MVPs & MCCs, etc
    10. 10. Collect customer feedback</li></ul>Reach<br />High Reach and high Engagement or Success<br />Feedback<br /><ul><li>SEO/SEM
    11. 11. Social Networks
    12. 12. Partners
    13. 13. 3rd Party Websites
    14. 14. Forums
    15. 15. Influencer’s Blogs</li></ul>Federation & Syndication<br />Engagement<br />
    16. 16. Example<br />Answers generated by Awardees<br />40<br />6 Months Awardees<br />30<br />Average monthly answers per awardee<br />+29%<br />24.0<br />24.0<br />+14%<br />+13%<br />21.38<br />20<br />27.6<br />10<br />Six months prior <br />3 months after <br />1 month after <br />2 months after <br />
    17. 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.<br />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.<br />

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