Amplify Your Business Results withSocial Media and Community
Meet Your HostsSarah Chambers – @sarahleeyogaSocial Customer Support LeadRyan Gaumond – @inMusicBrandsCommunity ManagerCat...
Today’s AgendaCustomer Communities:• What are they?• Social Media & Community: Points of Differentiation• Combined Approac...
About Get SatisfactionThe Get Satisfaction community platform helps companies of all sizes createengaging customer experie...
What is a Customer Community?Branded space on the internet where customers can come together tointeract with your company,...
What is a Customer Community?Branded space on the internet where customers can come together tointeract with your company,...
What is a Customer Community?Branded space on the internet where customers can come together tointeract with your company,...
Social Media & Community:Points of Differentiation• Different communication strategies are used• Content is easily reusabl...
Combined Approach Makesfor Great Relationships• Complementary technologies• One broadens your reach while the other streng...
Amplify Your Business Results• Reduce Your Support Costs• Capture Actionable Product  Feedback• Take Advantage of User-  G...
Reduce Support Costs• SEO supports case deflection• More thorough updates = happier customers• Direct one-off questions to...
Reduce Support Costs• SEO supports case deflection• More thorough updates = happier customers• Direct one-off questions to...
Reduce Support Costs• SEO supports case deflection• More thorough updates = happier customers• Direct one-off questions to...
Real life example:Get ready for Trending issues        Twitter: #AmplifySM   @GetSatisfaction
Real life example:Keep folks in the loop• Use status markers & official responses• Encourage users to follow topics for em...
Capture Actionable Product Feedback        Twitter: #AmplifySM   @GetSatisfaction
Capture Actionable Product Feedback        Twitter: #AmplifySM   @GetSatisfaction
Capture Actionable Product Feedback        Twitter: #AmplifySM   @GetSatisfaction
Prioritizing Product Feedback• Review quantitative & qualitative feedback• Collaborate with your product team• Proper cura...
Real life example:Beta Programs in the Community  Testing is only a click away          Twitter: #AmplifySM   @GetSatisfac...
Take Advantage ofUser-Generated Content       Twitter: #AmplifySM   @GetSatisfaction
Take Advantage ofUser-Generated Content       Twitter: #AmplifySM   @GetSatisfaction
Help Break Down Internal Silos• Bring non-customer facing teams  into contact with customers• Align Support, Marketing, an...
Questions?       Twitter: #AmplifySM   @GetSatisfaction
Contact us!(877) 339-3997www.getsatisfaction.com/getsatisfaction@GetSatisfaction
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Amplify Your Business Results with Social Media and Community

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Here are the slides from a great webcast Get Satisfaction hosted with Hootsuite titled, Amplify Your Business Results with Social Media and Community

Register today for Get Satisfaction’s Webinar with Hootsuite

Are you having meaningful conversations with your customers on social networks that drive real business value?

WHAT: A Roundtable Discussion — Advancing Your Social Strategy with Community

Watch the replay! Learn how a Get Satisfaction community can advance your social strategy, build better customer relationships and ultimately, drive more revenue.

Meet your hosts!

Caty Kobe Senior Manager of Community, Support, & Education at Get Satisfaction
Ryan Gaumond Community Manager at inMusic Brands
Sarah Chambers Social Customer Support Lead at HootSuite

Published in: Technology
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Amplify Your Business Results with Social Media and Community

  1. 1. Amplify Your Business Results withSocial Media and Community
  2. 2. Meet Your HostsSarah Chambers – @sarahleeyogaSocial Customer Support LeadRyan Gaumond – @inMusicBrandsCommunity ManagerCaty Kobe – @catykobeSenior Manager - Community, Support & Education Twitter: #AmplifySM @GetSatisfaction
  3. 3. Today’s AgendaCustomer Communities:• What are they?• Social Media & Community: Points of Differentiation• Combined Approach Makes for Good RelationshipsAmplify Your Business Results:• Reduce Your Support Costs• Capture Actionable Product Feedback• Take Advantage of User-Generated Content• Break Down Internal SilosQ&A Time! Twitter: #AmplifySM @GetSatisfaction
  4. 4. About Get SatisfactionThe Get Satisfaction community platform helps companies of all sizes createengaging customer experiences to reduce support costs, acquire morecustomers, and drive product innovation. Millions of 70,000 Customer consumers per Communities month To ask questions, Connect with each share ideas and other and the report problems companies they care about Twitter: #AmplifySM @GetSatisfaction
  5. 5. What is a Customer Community?Branded space on the internet where customers can come together tointeract with your company, as well as one another. Twitter: #AmplifySM @GetSatisfaction
  6. 6. What is a Customer Community?Branded space on the internet where customers can come together tointeract with your company, as well as one another. Twitter: #AmplifySM @GetSatisfaction
  7. 7. What is a Customer Community?Branded space on the internet where customers can come together tointeract with your company, as well as one another. Twitter: #AmplifySM @GetSatisfaction
  8. 8. Social Media & Community:Points of Differentiation• Different communication strategies are used• Content is easily reusable• You have the opportunity to shape conversations Twitter: #AmplifySM @GetSatisfaction
  9. 9. Combined Approach Makesfor Great Relationships• Complementary technologies• One broadens your reach while the other strengthens bonds• Creates a unified social strategy + = Photo Credit: Roxanne Milward via Flickr Twitter: #AmplifySM @GetSatisfaction
  10. 10. Amplify Your Business Results• Reduce Your Support Costs• Capture Actionable Product Feedback• Take Advantage of User- Generated Content• Help Break Down Internal Silos Twitter: #AmplifySM @GetSatisfaction
  11. 11. Reduce Support Costs• SEO supports case deflection• More thorough updates = happier customers• Direct one-off questions to existing topics Weekly Support Issue Requests 6500 1500 1000 2000 3000 4000 5000 6000 7000 Before Community Launch After Community Launch Twitter: #AmplifySM @GetSatisfaction
  12. 12. Reduce Support Costs• SEO supports case deflection• More thorough updates = happier customers• Direct one-off questions to existing topics Twitter: #AmplifySM @GetSatisfaction
  13. 13. Reduce Support Costs• SEO supports case deflection• More thorough updates = happier customers• Direct one-off questions to existing topics Twitter: #AmplifySM @GetSatisfaction
  14. 14. Real life example:Get ready for Trending issues Twitter: #AmplifySM @GetSatisfaction
  15. 15. Real life example:Keep folks in the loop• Use status markers & official responses• Encourage users to follow topics for email notifications• Push your official answers out via social Twitter: #AmplifySM @GetSatisfaction
  16. 16. Capture Actionable Product Feedback Twitter: #AmplifySM @GetSatisfaction
  17. 17. Capture Actionable Product Feedback Twitter: #AmplifySM @GetSatisfaction
  18. 18. Capture Actionable Product Feedback Twitter: #AmplifySM @GetSatisfaction
  19. 19. Prioritizing Product Feedback• Review quantitative & qualitative feedback• Collaborate with your product team• Proper curation = accurate data to review Twitter: #AmplifySM @GetSatisfaction
  20. 20. Real life example:Beta Programs in the Community Testing is only a click away Twitter: #AmplifySM @GetSatisfaction
  21. 21. Take Advantage ofUser-Generated Content Twitter: #AmplifySM @GetSatisfaction
  22. 22. Take Advantage ofUser-Generated Content Twitter: #AmplifySM @GetSatisfaction
  23. 23. Help Break Down Internal Silos• Bring non-customer facing teams into contact with customers• Align Support, Marketing, and PR teams• Drive real-time awareness around customer issues & praise• Make more data driven decisions by leveraging the community Photo Credit: -Tripp- via Flickr Twitter: #AmplifySM @GetSatisfaction
  24. 24. Questions? Twitter: #AmplifySM @GetSatisfaction
  25. 25. Contact us!(877) 339-3997www.getsatisfaction.com/getsatisfaction@GetSatisfaction

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