Successfully reported this slideshow.
We use your LinkedIn profile and activity data to personalize ads and to show you more relevant ads. You can change your ad preferences anytime.

Drive More Value from Your Customer Experience Strategy

1,043 views

Published on

http://ow.ly/hF2qV, Michael Fauscette, Featured GuestWatch Michael Fauscette, Group VP of IDC’s Software Business Solutions share insights on how companies can leverage customer communities as an integral part of their customer experience strategy. In this webinar, you’ll learn how:

A customer community fits into your customer experience strategy
To leverage a community to drive more customer engagement
You can drive more business value from your customer experience strategy – for example, to acquire more customers, reduce support costs, and bring more innovative products to market

Published in: Technology
  • Be the first to comment

  • Be the first to like this

Drive More Value from Your Customer Experience Strategy

  1. 1. Driving More Value From Your Customer Experience Strategy Michael Fauscette, Group VP, Software Business Solutions about.me/mfauscette #CXM @mfauscette
  2. 2. About Get Satisfaction Get Satisfaction helps companies create engaging customerexperiences by enabling online conversations about their products and services at every stage of the lifecycle. . 35 million 70,000 consumers/ Customer month Communities To ask questions, Connect with each other share ideas and the companies they and report problems care about Twi$er:  #CXM    @GetSa2sfac2on   2
  3. 3. Drive Real Business Results 1,000 Product Champions per Month athenahealth Client feedback and insight into R&D 1200 Product Ideas from the Community 50% Decrease in Support Costs 75% Reduction in Support Tickets 9 Brand Communities Twi$er:  #CXM    @GetSa2sfac2on   3
  4. 4. 4
  5. 5. 5
  6. 6. 6
  7. 7. SatisfactionExpectations Experience 7
  8. 8. Strategy and ProcessesInformation People Customer ExperienceTechnology Access Products & Services 8 8
  9. 9. 9
  10. 10. ConnectivityEconomically Socially Technically 10
  11. 11. mfauscette@me.com Larry Fauscette mfauscette@gmail.com mike_fauscette mfauscette Mike Fauscette Larry Michael Fauscette Larry M Fauscette mfauscette@idc.com mfauscette@iCloud.com Michael Fauscette 11
  12. 12. 12
  13. 13. 13
  14. 14. 14
  15. 15. 15
  16. 16. 16
  17. 17. 17
  18. 18. 18
  19. 19. Responding Consistently AcrossChannel Web Site Telephone, cell phone Social Media Presence/Interaction Customer OperationalOrganization Resources Experience Processes Channels Physical location Community Traditional Outbound Communications 19 19
  20. 20. Coordinating the Internal Loyalty, satisfaction insight – CEO Customer serviceCampaign execution, brand control – Marketing Departmental Operational Requirements Processes Resources Customer Up-sell, cross-sell, reference selling – Sales $ – CFO - Product Innovation based on customer input Development 20 20
  21. 21. Benefits§  Know your customer§  Engagement§  Innovation / Voice of the Customer§  Sales Intel§  Marketing§  Service / Peer to Peer Interaction 21
  22. 22. Essential Guidance •  Give Value to Get Value •  Connect outside in and inside out •  Silos are the enemy •  Technology isn’t enough – culture and process •  Sense and Respond 22
  23. 23. Thank You Michael  Fausce,e     Group  Vice  President   So7ware  Business  Solu:ons     mfausce,e@idc.com     @mfausce,e   about.me/mfausce,e   Blog: www.mfauscette.com IDC Social Business Blog https://idc-insights-community.com/groups/it_agenda/ social-business
  24. 24. Questions?Twi$er:  #CXM    @GetSa2sfac2on  
  25. 25. Contact us! Call (877) 339-3997 or visit us onlinewww.getsatisfaction.com

×