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CXMSUMMIT - Dennis Stoutenburgh - Multichannel Strategy


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Tap into new opportunities. Design a multichannel contact strategy.

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CXMSUMMIT - Dennis Stoutenburgh - Multichannel Strategy

  2. 2. #cxmsummit13 Gift cards will go to:
  3. 3. MultichannelStrategy
  4. 4. Designing a Multi-channelContact StrategyTapping into new opportunitiesDennis StoutenburghCo-Founder ILD Corp, Stratus Contact Solutions@stratuscxm
  5. 5. 378,000iPhonesSoldEveryday
  6. 6. 371,000Babies bornEveryday
  7. 7. Mobile Usage75% of Emails60% of Facebook90% of Twitter
  8. 8. Stratus Contact SolutionsMulti-Channel Customer Care and Lead GenerationChanging landscape in customer communication provides unique opportunity to com-bine the assets of our outsource services division (call center and network) with oursocial media expertise (SocialStrategy1) to provide clients a best in class multi-facetedcustomer care and lead generation solutionStratus Contact Solutions Launched in early 2012
  9. 9. Customer Life Cycle: Acquisition to Advocates Prospect Need Identified Brand Online Advocates Research Customer PurchaseCare/Loyalty Decision
  10. 10. Direct Response (Inbound)Direct Response marketing has changed, although TV still buildsawareness, customers refer to the web to make purchase decisions. Social Media & Email Call Center Customer Reviews Social Media Web Chat Monitoring
  11. 11. Lead Generation (Outbound) If you only greet customers when they call, you could be missing lead generation opportunities every minute.1. 2. 3. Customers have open Social Media Engage & Direct conversations about Monitoring can customer to take products & services identify leads action
  12. 12. Social Media Lead Generation
  13. 13. Real Estate Case Study
  14. 14. Loyalty is now driven bya business’s interactionwith it’s customer when &where the customer choosesto interact
  15. 15. The Connected CustomerThe way people communicate has shifted to the websmartphones
  16. 16. Enabling Social Media Customer Care
  17. 17. How are we making the shift?We marry deep social mediatechnology and subject expertswith call center operations toprovide an integrated offeringdriven by the client objectives.Our products and services include: Community Social Engage CRM Chat Email Voice
  18. 18. What have we learned?Traditional call center employees are not effective insocial media just because they have been provided the tools.Employees need to be trained in fundamentals of social media How to engage using appropriate protocols Removing canned responses
  19. 19. Social Media Blunders #failWithout establishing protocols and utilizing best practices, there is asignificant risk of error on a major scale.
  20. 20. Social Media Blunders #fail
  21. 21. Social Media Blunders #fail
  22. 22. Customer Care & Reputation Management Loyalty is now being built when and where the customer choosesSocial Media Email Call Center Web Chat Social Media Customer Mobile Web & Monitoring Reviews
  23. 23. Integrated Offering Powers Stratus Clients Sales Leads in ProductReviews &Sentiment
  24. 24. Stratus - Client ServicesStratus provides customized solutions for connected businesseswho need to engage customers and comprehend data beyond thetraditional call center.Our customer experience professionals become your brand advocates with real-timemulti-channel engagement tools. Communications Healthcare Direct Response Hospitality Education Retail Financial Services eCommerce CRM
  25. 25. SocialStrategy1 Details Managed SaaS We offer two product categories: Full service for businesses For agencies & swimming in data. social media listening. --------------------------------- ----------------------------- Unlimited Saved Searches Full Media Monitoring Unlimited Mentions Unlimited Campaigns Unlimited Users Custom Feeds White Labeling
  26. 26. For More Information &Upcoming
  27. 27. CXMSUMMIT Take Away
  28. 28. InnovativePartners
  29. 29. EngageCustomers asIndividuals
  30. 30. Seek data thatcomplimentsyour strategy
  31. 31. ProvideMeasurableReturn