Presentation: Put a Social Lens on Customer Experience

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80% of online Americans say that online reviews help them decide whether or not to purchase a product - You simply CAN'T IGNORE the Social Conversation.

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Presentation: Put a Social Lens on Customer Experience

  1. 1. 80% of online Americans say that online reviews help them decide whether or not to purchase a product. Ipsos 2012
  2. 2. 80% of online Americans IGNORE say that online reviews help them decide whether or not to purchase a product. Ipsos 2012 You can NOT IGNORE the Social Conversation
  3. 3. WHAT ARE PEOPLE SAYING ONLINE?
  4. 4. Social  Reputa-on  Score  (SRS)   =     %  Posi-ve  Comments  -­‐  %  Nega-ve  Comments     SRS  
  5. 5. SATISFACTION  SCORES   IN  AMERICA   =   50  
  6. 6. SATISFACTION  SCORES  IN  AMERICA   90   =   50   -­‐15   There  is  a  huge  varia-on  in   brand  Success  
  7. 7. Industries   1. Hotels 2. Retailers 3. Auto 4. Consumer Electronics 5. Mobile Service Providers 6. Insurance 7. Airlines 8. Shipping 9. Banks SRS (Social Media) 76 52 51 49 48 36 35 32 29
  8. 8. Industries   1. Hotels 2. Retailers 3. Auto 4. Consumer Elec. 5. Mobile Providers 6. Insurance 7. Airlines 8. Shipping 9. Banks SRS (Social Media) 76 52 51 49 48 36 35 32 29 MIN MAX 51 27 42 25 34 9 15 29 -15 91 89 62 71 60 61 43 35 51
  9. 9. Industries   1. Hotels 2. Retailers 3. Auto 4. Consumer Elec. 5. Mobile Providers 6. Insurance 7. Airlines 8. Shipping 9. Banks SRS (Social Media) 76 52 51 49 48 36 35 32 29 MIN MAX 51 27 42 25 34 9 15 29 -15 91 89 62 71 60 61 43 35 51
  10. 10. Industries   1. Hotels 2. Retailers 3. Auto 4. Consumer Elec. 5. Mobile Providers 6. Insurance 7. Airlines 8. Shipping 9. Banks SRS (Social Media) 76 52 51 49 48 36 35 32 29 MIN MAX 51 27 42 25 34 9 15 29 -15 91 89 62 71 60 61 43 35 51
  11. 11. Industries   1. Hotels 2. Retailers 3. Auto 4. Consumer Electronics 5. Mobile Service Providers 6. Insurance 7. Airlines 8. Shipping 9. Banks SRS (Social Media) 76 52 51 49 48 36 35 32 29 CXI (Surveys) 82 79 na 74 65 73 67 77 71
  12. 12. SO  WHAT?  
  13. 13. WINNERS   1. Nurture a community of fans 4.  Set-­‐up   Processes  for   efficient   response   programs   2.  Manage   Social  Media   crisis   3. Customer support through social media
  14. 14. WINNERS   MARKETING PR   COMPLIANCE   SUPPORT  
  15. 15. WINNERS   MARKETING PR   COMPLIANCE   SUPPORT  
  16. 16. REAL  CUSTOMER  SATISFACTION   US  (50%)   CHINA  (-­‐25%)   EUROPE  (25%)  
  17. 17. REAL  CUSTOMER  SATISFACTION   LOSING   CUSTOMERS  
  18. 18. Key  Take  Aways   1.  Ignoring  Social  Conversa-ons  Means  Lost  Customers     2.  Percep-on  is  Becoming  Reality   3.  There  is  a  Race  to  Become  Socially  and  Customer   Driven     4.  Building  a  Social  Enterprise  is  a  Defined  Path  to  Social   Media  Success  
  19. 19. Social Intelligence Providing Analytics and Engagement Across the Enterprise LISTEN ENGAGE ANALYZE
  20. 20. SOCIAL MEDIA DNA. Listening to Fuel the Enterprise MARKETING Build a community of brand advocates and identify key influencers and key influencial websites to improve targeting and gauge the impact of campaigns. CUSTOMER SERVICE Improve customer satisfaction. Establish real-time communication between your brand and consumers to improve service and sales. PR Identify a potential crisis before it spreads. Establish a direct dialogue with the key journalists, bloggers, etc. Engage in real-time to communicate directly with consumeres. MARKET RESEARCH Analyze online conversations, opinions, wants and needs, for a brand or topic. Identify a brand’s strengths, weaknesses, opportunities for improvement, and measure competitor presence and progress. SALES Identify new prospects for lead generation and provide new product info, news, and promotions. Use social intelligence to understand consumer wants and needs to integrate into sales materials and pitches. HR Control brand image and reputation. Identify new candidates and communicate directly to facilitate the hiring process.
  21. 21. Loic  Moisand   CEO   @loicmo   loic@synthesio.com   @SYNTHESIO HTTP://SYNTHESIO.COM

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