Capgemini Social Media Management Attensity Presentation

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Social media is all about creating a global network of real-time relationships with your business. In this complimentary webinar, Rohit Kapoor, Senior Director & Principal of Business Process Outsourcing at Capgemini, shares valuable insights, tools and strategies for using the latest developments in social media analytics and engagement.

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Capgemini Social Media Management Attensity Presentation

  1. 1. Social Media Engagement“Acquire to Inspire”June 2012
  2. 2. The Hyper-connected World In today’s competitive business environment where a customer can take their business to your competitor with the click of a mouse, knowing and predicting what customers want, and then engaging them on that basis, becomes a lynchpin to success. Paul Cole, SVP Customer Operations Management, CapgeminiIf you make customers unhappy in the physical world, they might each tell 6 friends. If youmake customers unhappy on the Internet, they can each tell 6,000 friends. –Jeff Bezos, CEO at amazon.com BPO | Social Media Management © Copyright Capgemini 2011 All Rights Reserved 2
  3. 3. Hyper-Connected World – Key priorities Customer Insights and Customer service driving the top most priorities for companies. McKinsey Global Survey – Minding your Digital Business BPO | Social Media Management © Copyright Capgemini 2011 All Rights Reserved 3
  4. 4. Hyper-Connected World – Key priorities How Fast do you expect companies to Respond to a post on their Brand FB page How Fast do you expect companies to Respond to a tweet on their Brand Twitter page 51% within the same day 53% within 2 hoursConsumer Views of Live Help Online 2012, A Global Perspective, Oracle BPO | Social Media Management © Copyright Capgemini 2011 All Rights Reserved 4
  5. 5. Market MaturityLeaders likeZappos, LLBean and a fewothersEarly Adopters– Starbucks,Comcast, BestBuy, amongothers.MostCompanies atLevel 1-2 Source: Cisco, The Social Customer BPO | Social Media Management © Copyright Capgemini 2011 All Rights Reserved 5
  6. 6. Social Media and the Customer Lifecycle Customer Lifecycle Reach Acquire Develop Retain Listen / Inspire Convert Neutral Leverage brand Generate Awareness Proactive resolutions Reward Social Media perceptions into Engagement advocacy across the Proactive Messaging published positive outcomes community. BPO | Social Media Management © Copyright Capgemini 2011 All Rights Reserved 6
  7. 7. Value Chain for leveraging the Potential of Social Media inunderstanding the consumers/end users Monitor Analyze Response Listening & Monitoring of Deep Customer Analytics Social Media Engagement conversations • Engage in product • Brand/Product • Competitive Benchmarking conversations information • Purchasing Patterns • Convert Neutral Conversations • Sentiment • Root Cause Analysis • Problem Resolution • Conversation Themes • Price sensitivity • Social 911 (Disaster Recovery) BPO | Social Media Management © Copyright Capgemini 2011 All Rights Reserved 7
  8. 8. Develop – Customer Insights BPO | Social Media Management © Copyright Capgemini 2011 All Rights Reserved 8
  9. 9. Consumer Products – Sports Video Game Objective • Are there any conversations about the product in Social Media? • Correlate the Marketing events to Social Media buzz? • What are the reviews of the product, during Demo and actual Launch? BPO | Social Media Management © Copyright Capgemini 2011 All Rights Reserved 9
  10. 10. Volume by Game: Overall and Languages BPO | Social Media Management © Copyright Capgemini 2011 All Rights Reserved 10
  11. 11. Volume by Game: Trend Comparison BPO | Social Media Management © Copyright Capgemini 2011 All Rights Reserved 11
  12. 12. Key Sentiment Drivers into Action Positive Negativeplayed X12 demo.....cant wait for X12 tactical is the worst idea ever, verythe full version... !! hard to play Official X12 Soundtrack Is Filled Dont think Im going to buy X12, the with Breakthrough Hits game play was terrible on the demo 87% Positive 13% Negative Leverage positives as Control the messaging by testimonials and revenue understanding the generation opportunities negative comments. BPO | Social Media Management © Copyright Capgemini 2011 All Rights Reserved 12
  13. 13. Gamer Generated Content Breakdown of X12 Breakdown of Z12 Gamer Generated Content Vs. Gamer Generated Content Pre Sales feedback can be Drill down into who is buying leveraged to convert desire to the competitions product and purchase why BPO | Social Media Management © Copyright Capgemini 2011 All Rights Reserved 13
  14. 14. Volume by Game: Retail Connection Campaign effectiveness by retailer. Push targeted content by retailer. BPO | Social Media Management © Copyright Capgemini 2011 All Rights Reserved 14
  15. 15. Outcomes • There are a significant number of conversations taking place about the product. • 37% of the conversations revolve around a desire to play the new product. • Focus spend on marketing events that cause the most social buzz. • Identified 2-3 different best practices from the competition. • Control the messaging around certain game features. BPO | Social Media Management © Copyright Capgemini 2011 All Rights Reserved 15
  16. 16. Develop, Retain & Inspire – Response Model BPO | Social Media Management © Copyright Capgemini 2011 All Rights Reserved 16
  17. 17. Financial services – Under Banked Cards, Q, X, Y & Z Objective • Are there any conversations about our products in Social Media? • What are these conversations about? • Who are the people talking about us? • What can we do to address them? BPO | Social Media Management © Copyright Capgemini 2011 All Rights Reserved 17
  18. 18. Social Media Respond BPO | Social Media Management © Copyright Capgemini 2011 All Rights Reserved 18
  19. 19. Data and Noise Overload BPO | Social Media Management © Copyright Capgemini 2011 All Rights Reserved 19
  20. 20. Decision Tree BPO | Social Media Management © Copyright Capgemini 2011 All Rights Reserved 20
  21. 21. Convert Data Overload to Actionable Insights BPO | Social Media Management © Copyright Capgemini 2011 All Rights Reserved 21
  22. 22. Outcomes • There are a significant number of conversations taking place, growing at a rapid 22% month over month. • 70% of their conversations revolve around Product queries and transaction issues • 15%-20% of these conversations were negative in nature, with a potential to significantly impact the brand. • 100% engagement of all product related and customer service related issues. • Identified key influencers in unknown or new market segments that could generate new revenue streams. BPO | Social Media Management © Copyright Capgemini 2011 All Rights Reserved 22
  23. 23. Capgemini Social Media Management Solutions BPO | Social Media Management © Copyright Capgemini 2011 All Rights Reserved 23
  24. 24. Rohit KapoorT: @rohkapx1C: +1.512.586.5093E: rohit.kapoor@capgemini.com The information contained in this presentation is proprietary. ©2011 Capgemini. Social Media Management BPO | All rights reserved © Copyright Capgemini 2011 All Rights Reserved 24
  25. 25. If you have any comments or questions, please contact Rohit Kapoor orAttensity:www.attensity.com Rohit KapoorToll Free: (800) 721-0560 +1.512.586.5093Email: sales@attensity.com rohit.kapoor@capgemini.comFollow us on Twitter: @Attensity @rohkapx1http://twitter.com/attensityUpcoming & Archived Webinarshttp://bit.ly/Attensity_Webinars

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