Why Community is Integral To The Customer Experience Strategy

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http://bit.ly/14r3UC2, Your customers have adapted to the social age—they’re tech savvy with lots of options and small attention spans. Your business must adapt along with them if you want to capture their attention and develop long-lasting relationships with them.

Michael Fauscette, group vice president of IDC’s Software Business Solutions, shares his insight on how companies can leverage customer communities as an integral part of their customer experience strategy and the business benefits.

Learn how you can provide a positive customer experience at every stage in the customer lifecycle.

Published in: Technology, Business, Education
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Why Community is Integral To The Customer Experience Strategy

  1. 1. Community as an Integral Part of Your CustomerExperience StrategyMichael Fauscette,Group VP, Software Business Solutionsabout.me/mfauscette#CXM @mfauscette
  2. 2. @mfauscette | #GetSuccess | @GetSatisfaction2
  3. 3. @mfauscette | #GetSuccess | @GetSatisfaction3
  4. 4. @mfauscette | #GetSuccess | @GetSatisfaction4
  5. 5. @mfauscette | #GetSuccess | @GetSatisfaction5Expectations ExperienceSatisfaction
  6. 6. @mfauscette | #GetSuccess | @GetSatisfactionStrategyandProcessesPeopleAccessProducts &ServicesTechnologyDataCustomerExperience
  7. 7. @mfauscette | #GetSuccess | @GetSatisfaction7
  8. 8. @mfauscette | #GetSuccess | @GetSatisfactionThe Information Revolution© IDC 20138Economic changesTechnology changesSocial Changes
  9. 9. @mfauscette | #GetSuccess | @GetSatisfaction 9Michael FauscetteMike FauscettemfauscetteLarry FauscetteLarry Michael FauscetteLarry M Fauscettemike_fauscettemfauscette@gmail.commfauscette@me.commfauscette@iCloud.commfauscette@idc.com
  10. 10. @mfauscette | #GetSuccess | @GetSatisfaction10
  11. 11. @mfauscette | #GetSuccess | @GetSatisfaction11Business Value of Community - Marketing
  12. 12. @mfauscette | #GetSuccess | @GetSatisfaction12Business Value of Community - Sales
  13. 13. @mfauscette | #GetSuccess | @GetSatisfaction13Business Value of Community - CustomerService
  14. 14. @mfauscette | #GetSuccess | @GetSatisfaction14Business Value of Community - ProductInnovation
  15. 15. @mfauscette | #GetSuccess | @GetSatisfaction15
  16. 16. @mfauscette | #GetSuccess | @GetSatisfaction16Responding Consistently AcrossChannel16OperationalProcessesCustomerExperienceChannelsCommunityTelephone, cell phoneWeb SitePhysical locationTraditional Outbound CommunicationsSocial Media Presence/InteractionResourcesOrganization
  17. 17. @mfauscette | #GetSuccess | @GetSatisfaction17Coordinating the InternalCustomerCampaign execution, brandcontrol – MarketingUp-sell, cross-sell,reference selling – SalesOperationalProcessesDepartmentalRequirementsResources- Product Innovation based oncustomer inputCustomer service$ – CFOLoyalty, satisfactioninsight – CEO17
  18. 18. @mfauscette | #GetSuccess | @GetSatisfactionBusiness Benefit of CommunityAcquire New CustomersDesign Better ProductsReduce Support CostsCustomer Intelligence Driven Marketing18
  19. 19. @mfauscette | #GetSuccess | @GetSatisfactionBusiness Benefit of CommunityAcquire New Customers•  Know your customer•  Engage your customer•  Learn about your customer = Sales IntelligenceDesign Better Products•  Idea sourcing•  Innovation•  Voice of customer19
  20. 20. @mfauscette | #GetSuccess | @GetSatisfactionBusiness Benefit of CommunityReduce Support Cost•  Peer-to-peer support•  Reduced support tickets•  Better self-serviceCustomer Intelligence Driven Marketing•  Customer data value chain•  Predictive as well as reactive•  On target – 1:120
  21. 21. @mfauscette | #GetSuccess | @GetSatisfactionAnd Remember…21•  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. 22. @mfauscette | #GetSuccess | @GetSatisfactionMichael  Fausce,e    Group  Vice  President  So7ware  Business  Solu:ons    mfausce,e@idc.com    @mfausce,e  about.me/mfausce,e  Thank YouBlog: www.mfauscette.comIDC Social Business Bloghttps://idc-insights-community.com/groups/it_agenda/social-business#GetSuccess22

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