The Social Customer and Customer 2.0

1,428 views

Published on

Published in: Business
0 Comments
3 Likes
Statistics
Notes
  • Be the first to comment

No Downloads
Views
Total views
1,428
On SlideShare
0
From Embeds
0
Number of Embeds
3
Actions
Shares
0
Downloads
0
Comments
0
Likes
3
Embeds 0
No embeds

No notes for slide

The Social Customer and Customer 2.0

  1. 1. Who is the Social Customer<br />Mitch Lieberman<br />Comity Technology Advisors<br />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.<br />
  2. 2. The Social Customer is a hyper-connected, vocal, collaborative, mobile “I trust my peers more than you” buyer?<br />Customer 2.0 is closely related to the Social Customer. Maybe more of a B to B version; a very well informed, knowledgeable purchaser.<br />Mitch Lieberman - @mjayliebs<br />
  3. 3. Your Business is about FindingandRetaining Customers<br />More important…<br />Not Industry Buzzwords and <br />What insiders name things!<br />Mitch Lieberman - @mjayliebs<br />05/08/09<br />
  4. 4. Social CRM is the Extension of CRM in Response to the Social Customer<br />Extension by People, Process, Culture and Technology<br />Mitch Lieberman - @mjayliebs<br />
  5. 5. The Social Customer is:<br />Vocal<br />Hyper-connected<br />Creative<br />Collaborative<br />The Social Customer also:<br />Expects to customize products<br />Is Critical of claims by brands<br />Is Influenced by friends & peers<br />2<br />
  6. 6. Customers Trust Their Peers<br />Social<br />CRM<br />78% trust recommendations from social graph (E. Qualman)<br />90% of B2B buyers trust peer reviews & 70% trust online reviews<br />Mitch Lieberman - @mjayliebs<br />
  7. 7. A Social Customer is, after all, a Customer – Just Cooler!<br />©2009 SugarCRM Inc. All rights reserved.<br />Mitch Lieberman - @mjayliebs<br />05/08/09<br />
  8. 8. Provide Value for your Customers<br /><ul><li> Be Informational
  9. 9. Be Supportive
  10. 10. Be Relevant
  11. 11. No Bullhorn
  12. 12. Be Consistent</li></ul>9<br />
  13. 13. Managing Expectations is Critical<br /><ul><li> Personalize the experience
  14. 14. Collaborative is more than a word
  15. 15. Accountability
  16. 16. Maintain and Foster Trust
  17. 17. Be Transparent and Open
  18. 18. Provide Value before the Sale</li></li></ul><li>Put Yourself in their Shoes<br /><ul><li> Value is a relationship between price and quality
  19. 19. Experience is part of the process, just harder to define
  20. 20. They want a Collaborative relationships
  21. 21. Promotions and deep discounts do not build relationships</li></li></ul><li>Remember, it is NOT about you<br />Let your prospects drive the Conversation at their own pace.<br />Mitch Lieberman - @mjayliebs<br />
  22. 22. Trust is an Outcome of Transparency<br />Customers do not expect perfection, they expect Authenticity and Honesty<br />Mitch Lieberman - @mjayliebs<br />
  23. 23. Who is Mitch Lieberman<br />President and CEO of Comity Technology Advisors<br />Comity Technology Advisors - Providing analysis and advice at the intersection where business, social media and technology converge.<br />Blog – “A Title Would Limit My Thoughts” located at http://mjayliebs.wordpress.com and syndicated on CustomerThink.comand SalesEdgeOne.com<br />http://comityadvisors.com Twitter and Skype - @mjayliebs<br />
  24. 24. Thank You!<br />Mitch Lieberman - @mjayliebs<br />

×