Looking to 2015


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Presentation given virtually at Customer Management IQ: Social Media for Customer Management Summit

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  • This is our vision. We think that social customers are becoming more important to the success and failure of companies across industries. Companies that figure out how to make the most productive use of social customers will have a large advantage over those that don’t.Why do we think the world is going this way? Well, for one thing – just think about the amount of time people are spending in social media today. Where is that time coming from? It is coming at the expense of traditional media. So all of the infrastructure and momentum that has been built up around traditional media channels is an impediment to many companies changing the way they do business.That’s what much this such a great opportunity for you, right now.
  • Of course – the goal is to get the best of both worlds. Social customer engagement is not an either-or proposition. Different social customers will want different things from their engagement with you and their engagement with one another. The important thing is not so much where you start as how you land – and what value you’re able to create.
  • Looking to 2015

    1. 1. IQPC Social Media for Customer Management Summit<br />May 5, 2011<br />Looking to 2015: The Future of Customer Interaction<br />
    2. 2. Our Presenters<br />Jeff EspositoManager, PR & Social MediaVistaprint<br />@JeffEspo<br />Joe CothrelChief Customer OfficerLithium<br />@Cothrel<br />
    3. 3. Customer Interaction Today and Tomorrow<br />
    4. 4. Core Belief <br />The social customer has the power to determine a company’s success or failure. Winning companies will engage them and build their greatest competitive asset. <br />
    5. 5. Lithium’s Customers are Leaders<br />Lithium has been the strongest at measuring ROI… Its case studies and reference <br />customers show measurable business results.<br />
    6. 6. Lithium @ a Glance<br />Numbers: <br />Over 10MM visitors to Lithium-powered communities per day. <br />Over 2B messages viewed on Lithium-powered <br />communities every month.<br />Lithium Buzz: <br />105,629,163 <br />Member posts (contributions)<br />the past year in Lithium <br />communities.<br />6,325,816,421<br />User sessions in the last 12 <br />months in Lithium communities.<br />$466,560,177<br />Annual value being created in <br />Lithium communities. <br />Founded: 2001 <br />Global Offices:<br />Emeryville, London, Zurich <br />Employees: 200<br />Customers:<br />Leading enterprises, <br />across all industries. <br />Lead Investors: <br />Emergence Capital <br />Shasta Ventures<br />Benchmark Capital<br />
    7. 7. Vistaprint @ a Glance<br />Numbers: <br />Over 10MM Active Customers<br />Primary serve Micro Business customers<br />Social Footprint:<br />Community of >40,000 customers<br />Spread across four social networks<br />Communications platform<br />Hosted >30,000 1:1 interactions since January 2009<br />Vision statement: NO CUSTOMER LEFT BEHIND<br />Founded: 1995 <br />Global Offices:<br />Lexington (MA), Barcelona, Sydney, Paris, Winterthur, Montego Bay, Berlin, Tunis, Venlo, Windsor, Deer Park <br />Employees: > 2,700<br />Customers:<br />Leading enterprises, <br />across all industries. <br />
    8. 8. A Connected Universe<br />Your<br />Customer Network<br />+ Engagement where people want<br />+ Broaden acquisition<br />+ Deep engagement with social customers<br />+ Synchronization of social channels<br />+ Base camp for active advocacy<br />+ Insight, analytics & metrics<br />+ Business-driven results<br />Your <br />Company<br />
    9. 9. A Transformation Affecting Every Business<br />Interact<br />Listen<br />Respond<br />1995-2005<br />2005-2015<br />2015-2025<br />Enabling interaction so that customers can help each other.<br />Listening to customers and addressing their needs one by one.<br />Dynamically creating products and processes in partnership with customers.<br />
    10. 10. How We Support Customers Is Changing<br />Customer Database (Social CRM)<br />Lithium Engagement Center<br />Agent Console<br />Agent Console<br />Tickets<br />Tribal KB<br />Social Support Manager<br />Lithium SMM<br />Corporate Workflows<br />Customer Interactions<br />Reputation Management System <br />Mobile<br />Blogs<br />Chat<br />Ideas<br />Q&A<br />Forums<br />Search<br />Other Corporate Systems<br />Lithium Systems<br />
    11. 11. So where do we go from here?<br />
    12. 12. What Should Your Measure?<br />What are your KPIs for success?<br />Audience<br />Fans/Followers<br />Grow business<br />New leads<br />Sales from social channels<br />Traffic<br />Site visits, referrals from social interactions<br />
    13. 13. Rules of Engagement<br />Listen First<br />Be Transparent<br />Speak the Truth<br />Be Professional<br />Be Sincere<br /><ul><li>Never belittle customers
    14. 14. Don’t get baited into a shouting match
    15. 15. Admit if you’ve made a mistake or misspoke
    16. 16. Work with customer service to resolve order issues
    17. 17. Take the good with the bad
    18. 18. Don’t take anything personally
    19. 19. You are responding on behalf of Vistaprint not yourself</li></li></ul><li>
    20. 20. Growing with a plan<br />
    21. 21. The Wrap Up<br />Understand your business goals<br />Understand your customers’ needs<br />Set the rules of engagement<br />Be rigorous on measurement<br />Choose the right tools for the job<br />
    22. 22. Q&A<br />Jeff EspositoManager, PR & Social MediaVistaprint<br />@JeffEspo<br />Joe CothrelChief Customer OfficerLithium<br />@Cothrel<br />