Jeff Nolan - Connecting the Dots

374 views

Published on

Published in: Business, Education
0 Comments
1 Like
Statistics
Notes
  • Be the first to comment

No Downloads
Views
Total views
374
On SlideShare
0
From Embeds
0
Number of Embeds
1
Actions
Shares
0
Downloads
5
Comments
0
Likes
1
Embeds 0
No embeds

No notes for slide

Jeff Nolan - Connecting the Dots

  1. 1. Jeff Nolan@jeffnolan
  2. 2. “Controlling the conversation is like trying to force Authenticity is a date to go well” about trust - Chis Brogan Content drives customer service and marketing Theconversationis happening 2
  3. 3. Social Media SocialBusiness “To compete in this brave new world, we Social CRM must unabashedly embrace the Social uncertainty of humanCommerce contact.” 3
  4. 4. 1.0… 2.0… Social… 4
  5. 5. Competitive Focus Shift Influence! • Organization • Processes • Strategy 5
  6. 6. 6
  7. 7. 7
  8. 8. 8
  9. 9. 9
  10. 10. this question 35minutes ago replied 18 minutes ago
  11. 11. 11
  12. 12. 17
  13. 13. Customers Relationships = Shared Benefits CompanyMarketing + Channel Mix Customer Experience Collaboration Layer Social Integration Support Marketing Layer Layer Commerc API + e NetworkObserve Listen Engage Analyze Act
  14. 14. “Enables us to build the rightproduct”---- TechSmith
  15. 15. “75% reduction in support tickets”---- Mint.com
  16. 16. “A marked improvement in ourNet Promoter Score”---- Yola
  17. 17. 400 Second Street, Suite 400San Francisco, CA 94107(877) 339-3997 TOLL-FREEgetsatisfaction.comtwitter.com/getsatisfaction

×