Influence of Social Consumer

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Influence of Social Consumer

  1. 1. INFLUENCE OF THE SOCIAL CUSTOMER Market Analyst™ www.marketanalyst.net © 2014 Market Analyst, LLC. All rights reserved
  2. 2. © 2014 Market Analyst, LLC. All rights reserved
  3. 3. DAWN OF THE DIGITAL AGE © 2014 Market Analyst, LLC. All rights reserved
  4. 4. The explosion of social media has forced the evolution of customer service. With it came the rise of a new customer – one who can topple even the strongest of brands . The new found customer is known as THE SOCIAL CUSTOMER © 2014 Market Analyst, LLC. All rights reserved
  5. 5. THE SOCIAL CUSTOMER © 2014 Market Analyst, LLC. All rights reserved
  6. 6. PROFILE OF THE SOCIAL CUSTOMER © 2014 Market Analyst, LLC. All rights reserved
  7. 7. SOCIAL CUSTOMER & BRAND EXPERIENCE © 2014 Market Analyst, LLC. All rights reserved
  8. 8. LISTEN TO THE SOCIAL CUSTOMER, EVALUATE & DETERMINE IF YOU CAN ADD VALUE. © 2014 Market Analyst, LLC. All rights reserved
  9. 9. © 2014 Market Analyst, LLC. All rights reserved
  10. 10. EXPECTATIONS ARE HIGH In today’s age of constant connectivity and instant solutions, social customers demand and expect immediate assistance at any hour of the day. © 2014 Market Analyst, LLC. All rights reserved
  11. 11. Social media provides an instant connection. © 2014 Market Analyst, LLC. All rights reserved
  12. 12. WHEN RESPONDING TO A SOCIAL CUSTOMER, ORGANIZATIONS SHOULD: • • • • • STRIVE FOR FASTER RESPONSE TIME BE PROACTIVE, NOT DEFENSIVE SUGGEST A SOLUTION TO THE PROBLEM BE HUMAN, APPLY HUMOR THANK THE CUSTOMER, GET FEEDBACK © 2014 Market Analyst, LLC. All rights reserved
  13. 13. Contact Market Analyst for all your Market Research needs © 2014 Market Analyst, LLC. All rights reserved

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