1. Who is the Social Customer Mitch Lieberman Comity Technology Advisors Comity (kom’-it-ee) – A friendly social atmosphere; social harmony; a loose widespread community based on common social institutions.Comity Technology Advisors - Providing analysis and advice at the intersection where business, social media and technology converge.
2. The Social Customer is a hyper-connected, vocal, collaborative, mobile “I trust my peers more than you” buyer? Customer 2.0 is closely related to the Social Customer. Maybe more of a B to B version; a very well informed, knowledgeable purchaser. Mitch Lieberman - @mjayliebs
3. Your Business is about FindingandRetaining Customers More important… Not Industry Buzzwords and What insiders name things! Mitch Lieberman - @mjayliebs 05/08/09
4. Social CRM is the Extension of CRM in Response to the Social Customer Extension by People, Process, Culture and Technology Mitch Lieberman - @mjayliebs
5. The Social Customer is: Vocal Hyper-connected Creative Collaborative The Social Customer also: Expects to customize products Is Critical of claims by brands Is Influenced by friends & peers 2
6. Customers Trust Their Peers Social CRM 78% trust recommendations from social graph (E. Qualman) 90% of B2B buyers trust peer reviews & 70% trust online reviews Mitch Lieberman - @mjayliebs
22. Trust is an Outcome of Transparency Customers do not expect perfection, they expect Authenticity and Honesty Mitch Lieberman - @mjayliebs
23. Who is Mitch Lieberman President and CEO of Comity Technology Advisors Comity Technology Advisors - Providing analysis and advice at the intersection where business, social media and technology converge. Blog – “A Title Would Limit My Thoughts” located at http://mjayliebs.wordpress.com and syndicated on CustomerThink.comand SalesEdgeOne.com http://comityadvisors.com Twitter and Skype - @mjayliebs
