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Collecting, Analyzing & Acting on Customer data

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http://gsfn.us/t/3zc14, Your community is a gold mine of valuable customer insights. Community Health Analytics (CHA) provides you with customizable reports, dashboards, and information to turn these insights into informed business decisions. Join us to learn the key metrics to track and the customizations available to help you tell different data stories.

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Collecting, Analyzing & Acting on Customer data

  1. 1. Collecting, Analyzing & Acting onCustomer dataCommunity Health Analytics (CHA) Ramya KrishnamurthyDir. Product ManagementKevin RobisonCustomer SuccessTyler SorensonCustomer Success@getsatisfaction#GetSuccess
  2. 2. @getsatisfaction  2 #GetSuccess  @ramyatkj @kevinr! Introduction! Value of CHA! 3 Use Cases! Demo! Question and AnswersCollecting, Analyzing & Acting onCustomer data
  3. 3. @getsatisfaction  3 #GetSuccess  @ramyatkj @kevinrWhat is a Community?Brands   Consumers  Employees  Conversa2ons  
  4. 4. @getsatisfaction  4 #GetSuccess  @ramyatkj @kevinrWhat is hidden in a Community?Preferences  Ac*vity  Intent  Sen*ment    More…..  
  5. 5. @getsatisfaction  5 #GetSuccess  @ramyatkj @kevinrUnlock the treasure! Data and Analytics -Community HealthAnalytics!  Derive insights on peopleand content! Make informed decisionsbased on metrics!  Track ROI
  6. 6. @getsatisfaction  6 #GetSuccess  @ramyatkj @kevinrValue of Community Health Analytics?! Single Dashboard - Unified View! Simple, easy to use - Out of thebox solution! Advance customizations -Metrics, Reports, Tabs andDashboards
  7. 7. @getsatisfaction  7 #GetSuccess  @ramyatkj @kevinrLISTEN  KNOW  RESPOND  Product  Manager  Marke*ng  Manager  Support  Manager  Personas
  8. 8. @getsatisfaction  8 #GetSuccess  @ramyatkj @kevinrKNOW  RESPOND  Marke2ng  Manager  Support  Manager  LISTEN  Product Manager
  9. 9. @getsatisfaction  9 #GetSuccess  @ramyatkj @kevinrMaintain existing Products
  10. 10. @getsatisfaction  10 #GetSuccess  @ramyatkj @kevinrMeasure success of recent launch
  11. 11. @getsatisfaction  11 #GetSuccess  @ramyatkj @kevinrBuild new productsSourced  from  
  12. 12. @getsatisfaction  12 #GetSuccess  @ramyatkj @kevinr! MaintainØ “Topics with most Me-Too’s”filtered by date and product! MeasureØ “Topic Page Views” & “NPS”filtered by product! BuildØ “Topics with most Me-Too’s”with custom metrics and filtersAnalytics and Reports
  13. 13. @getsatisfaction  13 #GetSuccess  @ramyatkj @kevinrMaintain – Existing products
  14. 14. @getsatisfaction  14 #GetSuccess  @ramyatkj @kevinrMeasure – Recently launched products
  15. 15. @getsatisfaction  15 #GetSuccess  @ramyatkj @kevinrBuild – New products
  16. 16. @getsatisfaction  16 #GetSuccess  @ramyatkj @kevinrLISTEN   RESPOND  Product  Manager   Support  Manager  Marketing ManagerKNOW  
  17. 17. @getsatisfaction  17 #GetSuccess  @ramyatkj @kevinrPaul, VP of MarketingVP of MarketingEnhance the companypublic image,build awarenessandcustomer leads
  18. 18. @getsatisfaction  18 #GetSuccess  @ramyatkj @kevinrPaul, VP of MarketingVP of MarketingTracking customers andprospects, and learningabout themgetting in theirmindset–is key
  19. 19. @getsatisfaction  19 #GetSuccess  @ramyatkj @kevinr! Create Targeted Campaigns based onconversations in the community! Use the Community as aPublishing Platform! Maximize SEO & Increase ReferralTrafficCommunity Value Props•  Community givesPR a real-timepulse on consumerconcerns•  Example: topics onhumane sourcingof meat
  20. 20. @getsatisfaction  20 #GetSuccess  @ramyatkj @kevinrMonitored space for yourcustomers to interact andtalk about your brand
  21. 21. @getsatisfaction  21 #GetSuccess  @ramyatkj @kevinrUnmonitored Communities
  22. 22. @getsatisfaction  22 #GetSuccess  @ramyatkj @kevinr! Search, Most Used Search Terms – How dothey get here? What are they looking for?! User Activities – identifying brand advocates andchampions! Most Viewed Topics – What topics are peopleactually looking at?Key Reports
  23. 23. @getsatisfaction  23 #GetSuccess  @ramyatkj @kevinr! Once within our community, what are users searching?! Logged in or not, CHA captures user search termsSearch, Most Used Search Terms
  24. 24. @getsatisfaction  24 #GetSuccess  @ramyatkj @kevinrSearch Terms
  25. 25. @getsatisfaction  25 #GetSuccess  @ramyatkj @kevinrSearch Terms
  26. 26. @getsatisfaction  26 #GetSuccess  @ramyatkj @kevinrSearch TermsFacebookmobilehootsuitechampionjiraspamlanguageoverheardPrivacygood dataWidgetszendeskapifederated searchgoogle analyticsprivateSalesforceintegrationandroidFaqCHA 2.0 enterprise
  27. 27. @getsatisfaction  27 #GetSuccess  @ramyatkj @kevinr! Identify brand champions! Find your company evangelistsUser Activity Report
  28. 28. @getsatisfaction  28 #GetSuccess  @ramyatkj @kevinrUser Activity Report
  29. 29. @getsatisfaction  29 #GetSuccess  @ramyatkj @kevinrUser Activity Report
  30. 30. @getsatisfaction  30 #GetSuccess  @ramyatkj @kevinrUser Activity Report
  31. 31. @getsatisfaction  31 #GetSuccess  @ramyatkj @kevinr! Net ResultMarketing VP reachedout to 10 new potentialbrand championsUser Activity Report
  32. 32. @getsatisfaction  32 #GetSuccess  @ramyatkj @kevinr! Measuring views, logged in or not! Captures shopper activity! Captures click-throughs from searchMost Viewed TopicsWhat are peopleREALLYlooking at?
  33. 33. @getsatisfaction  33 #GetSuccess  @ramyatkj @kevinrMarketing DashboardMarketing DashboardCustom ReportAdded User ActivityCustom ReportAdded User ActivityMost Viewed Topics
  34. 34. @getsatisfaction  34 #GetSuccess  @ramyatkj @kevinrIdentify Champions and BrandAdvocatesMost Viewed Topics1  View FB user ID within GS2  Federated Search3  Widget examples4  Integrate into iOS apps or games5  Integration with Marketo
  35. 35. @getsatisfaction  35 #GetSuccess  @ramyatkj @kevinr! CHA make’s Paul’s job alot easierHappy VP of MarketingVP of Marketing
  36. 36. @getsatisfaction  36 #GetSuccess  @ramyatkj @kevinrLISTEN  Product  Manager  Support ManagerLISTEN  Marke2ng  Manager  RESPOND  
  37. 37. @getsatisfaction  37 #GetSuccess  @ramyatkj @kevinrMegan Head of SupportCommunity launched 6 months agoThus far tracking activity:Ø Number of New Users, Logins andTopicsØ Ready to dive deeper into CHAØ Need - reports showing: Effectivenessof community and support teamRespond to Customers#veryfunnycomedian    
  38. 38. @getsatisfaction  38 #GetSuccess  @ramyatkj @kevinr! What Reports inCommunityHealth Analyticsshould Meganfocus on?Respondto Customers
  39. 39. @getsatisfaction  39 #GetSuccess  @ramyatkj @kevinrØ Self Service - Peer to PeerSupportØ Average 1st time to Respond ofemployees and championsØ Solved/Answered questionDistributionSupport team Effectiveness
  40. 40. @getsatisfaction  40 #GetSuccess  @ramyatkj @kevinr
  41. 41. @getsatisfaction  41 #GetSuccess  @ramyatkj @kevinrSelf Service
  42. 42. @getsatisfaction  42 #GetSuccess  @ramyatkj @kevinr
  43. 43. @getsatisfaction  43 #GetSuccess  @ramyatkj @kevinrAvg 1st time to respond
  44. 44. @getsatisfaction  44 #GetSuccess  @ramyatkj @kevinrSolved Answered Questions
  45. 45. @getsatisfaction  45 #GetSuccess  @ramyatkj @kevinrResponding to Customers will delightthemAnd make Megan a very happy Support Manager
  46. 46. @getsatisfaction  46 #GetSuccess  @ramyatkj @kevinrDemo  
  47. 47. @getsatisfaction  47 #GetSuccess  @ramyatkj @kevinr
  48. 48. @getsatisfaction  48 #GetSuccess  @ramyatkj @kevinr
  49. 49. @getsatisfaction  49 #GetSuccess  @ramyatkj @kevinr
  50. 50. @getsatisfaction  50 #GetSuccess  @ramyatkj @kevinr
  51. 51. @getsatisfaction  51 #GetSuccess  @ramyatkj @kevinr
  52. 52. @getsatisfaction  52 #GetSuccess  @ramyatkj @kevinr
  53. 53. @getsatisfaction  53 #GetSuccess  @ramyatkj @kevinr
  54. 54. @getsatisfaction  54 #GetSuccess  @ramyatkj @kevinr
  55. 55. @getsatisfaction  55 #GetSuccess  @ramyatkj @kevinr
  56. 56. @getsatisfaction  56 #GetSuccess  @ramyatkj @kevinr
  57. 57. @getsatisfaction  57 #GetSuccess  @ramyatkj @kevinr
  58. 58. @getsatisfaction  58 #GetSuccess  @ramyatkj @kevinr
  59. 59. @getsatisfaction  59 #GetSuccess  @ramyatkj @kevinr
  60. 60. @getsatisfaction  60 #GetSuccess  @ramyatkj @kevinr
  61. 61. @getsatisfaction  61 #GetSuccess  @ramyatkj @kevinr
  62. 62. @getsatisfaction  62 #GetSuccess  @ramyatkj @kevinr
  63. 63. @getsatisfaction  63 #GetSuccess  @ramyatkj @kevinr
  64. 64. @getsatisfaction  64 #GetSuccess  @ramyatkj @kevinr
  65. 65. @getsatisfaction  65 #GetSuccess  @ramyatkj @kevinrCHA  Power  of    Community  Power  of  Analy2cs  CHA  features  and  Customiza2on  Specific  metrics  based  on  personas  
  66. 66. @getsatisfaction  66 #GetSuccess  @ramyatkj @kevinrQuestionsAnswers.Keep  the  conversa*on  going    Ø  Collec2ng,  Analyzing  &  Ac2ng  on    Customer  Data  –  CHA    Ø  hOp://ow.ly/kC5P7  

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