http://ow.ly/hsc9k, Thanks to social platforms, we all know that organic, customer-generated praise is the holy grail of marketing — but even the most trafficked mentions have short shelf lives and aren’t discoverable by search engines. So how do you capitalize on the conversations that are going on about your brand? How do you engage your customers and prospects and measure ROI? During this opening keynote session, Azita Martin, VP of Marketing for Get Satisfaction will discuss how to:
Extend the shelf life of social conversations
Operationalize word-of-mouth marketing
Place customer conversations and praise in relevant places on your website…
…All in a way that’s discoverable by search engines, customers, and prospects to drive engagement and conversions.
Consumers engage more with retailers and brands that they trust. In this final of four presentations, you will learn what trust features you can add to your Social Commerce experience that inspire genuine, enduring loyalty in your customers, loyalty built on the passions at the core of your brand and your online experience.
Trusted Social Commerce Attracts More TrafficPluck
Consumers engage more with retailers and brands that they trust. In this first of four presentations, you will learn what trust features you can add to your Social Commerce experience that will bring you more audience.
Consumers engage more with retailers and brands that they trust. In this third of four presentations, you will learn what trust features you can add to your Social Commerce experience that will increase your conversion rates and your average order value.
Consumers engage more with retailers and brands that they trust. In this second of four presentations, you will learn what trust features you can add to your Social Commerce experience that will encourage consumers to connect emotionally with you around the passions, topics and conversations that are core to your brand.
iStrategy London - Social Commerce: Do Consumers Trust Your Brand? Steve Seme...iStrategy
In a world of increasing consumer expectations for transparency and quality, is your brand trusted? How can you tell? And how might you use social commerce technologies like reviews and discussions to glean insights and provide consumer assurance? Follow case studies on leading global brands like Kraft, Whole Foods and the NFL to see how marketers and e-commerce executives are working to foster trust.
Consumers engage more with retailers and brands that they trust. In this final of four presentations, you will learn what trust features you can add to your Social Commerce experience that inspire genuine, enduring loyalty in your customers, loyalty built on the passions at the core of your brand and your online experience.
Trusted Social Commerce Attracts More TrafficPluck
Consumers engage more with retailers and brands that they trust. In this first of four presentations, you will learn what trust features you can add to your Social Commerce experience that will bring you more audience.
Consumers engage more with retailers and brands that they trust. In this third of four presentations, you will learn what trust features you can add to your Social Commerce experience that will increase your conversion rates and your average order value.
Consumers engage more with retailers and brands that they trust. In this second of four presentations, you will learn what trust features you can add to your Social Commerce experience that will encourage consumers to connect emotionally with you around the passions, topics and conversations that are core to your brand.
iStrategy London - Social Commerce: Do Consumers Trust Your Brand? Steve Seme...iStrategy
In a world of increasing consumer expectations for transparency and quality, is your brand trusted? How can you tell? And how might you use social commerce technologies like reviews and discussions to glean insights and provide consumer assurance? Follow case studies on leading global brands like Kraft, Whole Foods and the NFL to see how marketers and e-commerce executives are working to foster trust.
Recent presentation discussing the latest trends in multi-channel commerce and how CP/Retail customers can manage these effectively. Discussing the impact of Mobile and Social on the overall custromer experience and how a 'blended' approach to channels is key.
Using Social Networks to Increase Channel SellingLouis Columbus
Bottom line: Becoming a trusted advisor in today’s selling environment is all about
embracing social networks to understand, appreciate the challenges of and serve
channel partners better than anyone else.
Social Marketing: This ROI is Too Good to be TrueAaron Strout
Slides from the 3/25 webcast with Kathy Warren, VP Account Planning of Powered, Brian Halligan, CEO of Hubspot and Bill Harvey, CEO of TRA. Kathy, Brian and Bill talk about real ROI that companies can expect from social marketing and social media efforts.
Retail Touchpoints Exposed - The Social and Email Marketing Behavior of 100 F...Kyle Lacy
With Retail Touchpoints Exposed!, we’re excited to share insights gathered from our first-ever study of the 100 fastest growing retail chains in the United States. In these pages, we examine how these brands are building and engaging email subscribers, Facebook fans, Twitter followers, and other digital audiences across in-store and online environments. Our hope is that by highlighting what these retailers are doing right—
as well as opportunities they may be missing—we can help others optimize their own consumer touchpoints in ways that facilitate more profitable consumer communications and relationships.
Social Customer Experience Why it Matters, What it Means for your BrandLithium
As more consumers become more social, brands are increasingly shifting their attention to the social customer experience— the collection of open, transparent, peer-to-peer exchanges that happen in online communities and social networks. Those who are rising to the challenge of social media are building social customer experiences that engage and enlist the power of the crowd to drive real business outcomes.
They’re solving enormous business problems like the cost of scaling support, and creating new opportunities like building demand and influence through social channels. Above all, they’re getting closer to their customers.
Community Management - presented by Gaurav Singh of Squad DigitalSquad_Digital
Gaurav Singh took us through what Squad Digital offers for Community Management as a practice. Another brilliant presentation from Social Media Day Nairobi.
Leveraging Social Media to Optimize Sourcing-to-Shelf ProcessesCognizant
As Facebook, Twitter and other social tools go mainstream, retailers must tap these rich pools of consumer-generated data to make more strategic buying, stocking and selling decisions.
http://ow.ly/hsc9k, Get Satisfaction’s Azita Martin and Josh Morris explain how organic, customer-generated praise is the new content marketing. Social media is a great channel to capture this praise, but even the most trafficked social mentions have short shelf lives and aren’t discoverable by search engines.
Recent presentation discussing the latest trends in multi-channel commerce and how CP/Retail customers can manage these effectively. Discussing the impact of Mobile and Social on the overall custromer experience and how a 'blended' approach to channels is key.
Using Social Networks to Increase Channel SellingLouis Columbus
Bottom line: Becoming a trusted advisor in today’s selling environment is all about
embracing social networks to understand, appreciate the challenges of and serve
channel partners better than anyone else.
Social Marketing: This ROI is Too Good to be TrueAaron Strout
Slides from the 3/25 webcast with Kathy Warren, VP Account Planning of Powered, Brian Halligan, CEO of Hubspot and Bill Harvey, CEO of TRA. Kathy, Brian and Bill talk about real ROI that companies can expect from social marketing and social media efforts.
Retail Touchpoints Exposed - The Social and Email Marketing Behavior of 100 F...Kyle Lacy
With Retail Touchpoints Exposed!, we’re excited to share insights gathered from our first-ever study of the 100 fastest growing retail chains in the United States. In these pages, we examine how these brands are building and engaging email subscribers, Facebook fans, Twitter followers, and other digital audiences across in-store and online environments. Our hope is that by highlighting what these retailers are doing right—
as well as opportunities they may be missing—we can help others optimize their own consumer touchpoints in ways that facilitate more profitable consumer communications and relationships.
Social Customer Experience Why it Matters, What it Means for your BrandLithium
As more consumers become more social, brands are increasingly shifting their attention to the social customer experience— the collection of open, transparent, peer-to-peer exchanges that happen in online communities and social networks. Those who are rising to the challenge of social media are building social customer experiences that engage and enlist the power of the crowd to drive real business outcomes.
They’re solving enormous business problems like the cost of scaling support, and creating new opportunities like building demand and influence through social channels. Above all, they’re getting closer to their customers.
Community Management - presented by Gaurav Singh of Squad DigitalSquad_Digital
Gaurav Singh took us through what Squad Digital offers for Community Management as a practice. Another brilliant presentation from Social Media Day Nairobi.
Leveraging Social Media to Optimize Sourcing-to-Shelf ProcessesCognizant
As Facebook, Twitter and other social tools go mainstream, retailers must tap these rich pools of consumer-generated data to make more strategic buying, stocking and selling decisions.
http://ow.ly/hsc9k, Get Satisfaction’s Azita Martin and Josh Morris explain how organic, customer-generated praise is the new content marketing. Social media is a great channel to capture this praise, but even the most trafficked social mentions have short shelf lives and aren’t discoverable by search engines.
ACCENT Marketing Services is a member of the MDC Partners Network and provider of outsourced customer engagement solutions for brands that are passionate about keeping and growing customers.
Learning From Listening - Utilizing Social Media MonitoringAlterian
The emergence of digital channels and internet-based social media has created a new world of communications. In order to stay ahead of your competition understanding these conversations and engaging within them is key to marketing success. This presentation goes through how to utilize Social Media Monitoring as market research to further engage your prospects and customers.
Ripple6™ helps marketers and publishers implement their business strategy through social media. The company provides an enterprise white label social media platform to create consumer engagements and relationships, enhance social marketing, generate consumer insights, and facilitate commerce and collaboration. It is easily customized to incorporate a brand's look and feel for integration into an existing web site or to create an entirely new site. Ripple6 a wholly-owned subsidiary of Gannett Co., Inc. (NYSE: GCI), is based in New York and its list of clients and partners includes P&G, Meredith Corporation, and General Mills. For more information, go to www.Ripple6.com.
Driving Revenue From Social Media: Six Buying Behaviors That Will Change Your...Get Satisfaction
The Incyte Group conducted a study to find out how consumers use the internet to make buying decisions and how they prefer to connect with brands online. The findings shed light on how companies can drive revenue and customer acquisition from social media. These are the slides from Get Satisfaction CEO, Wendy Lea's presentation of the findings.
e-Book: 13 Market Trends in Online Communities 2014Get Satisfaction
More than 800 professionals in support, marketing, and product teams weighed in on their thoughts and plans for online customer communities. There are 13 key findings in this new e-book including: the ROI of support communities (as much as 10-25%), the importance of user-generated content, the benefits of increased SEO, how to generate new product ideas from the community, and much more.
Wendy Lea at MX: The Customer Experience ObsessionGet Satisfaction
Wendy Lea, Get Satisfaction Executive Chairman, presented this presentation at Adaptive Path's MX:
Customer Experience is now accepted as a key driver for business growth, regardless of industry. Digital strategy has unleashed new creative ways to engage customers throughout every step of their journey; it's now time to consider the strategic role community plays in harnessing the value all of the digital interactions to inform long term customer relationship and loyalty goals. Wendy will discuss the value companies can bring to their customers by building interdependence between customers experience, customer relationship and community.
How to sell the vision & value of online communityGet Satisfaction
How to sell the vision & value of online community
Online communities are the life force of many customer, partner, and employee engagement programs, but community and marketing leaders often struggle to communicate ROI for the business. This roundtable discussion will share practical ways to create, measure, and communicate the business returns of your online community program.
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.
How To Integrate Your Customer Community With CRM Get Satisfaction
http://bit.ly/17nSYuU, Are you leveraging your community with your CRM for the most efficient work flow? Get Satisfaction is integrated with Salesforce, SugarCRM, and other CRM Applications to facilitate effective social interactions from within your CRM.
Tips & Tricks for Customizing Your Customer CommunityGet Satisfaction
http://bit.ly/1clmLDG, Community managers are constantly translating between customers, product team, and marketing speak. Join us to learn the best practices for working cross-functionally, especially with development teams.
5 Key Skills For Successful Community ManagementGet Satisfaction
http://bit.ly/1clmLDG, Successful community manager wear many hats and need a wide variety of skills and talents. Join this session to learn the top 5 skills that will ensure your community's success!
Why Community is Integral To The Customer Experience StrategyGet Satisfaction
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.
Get Satisfaction Customer Success Summit Morning KeynoteGet Satisfaction
http://bit.ly/1clmLDG, Best Practices of Community Management: The day started off geared towards our heroes, community managers and the techies. These will be collaborative sessions that are all about sharing best practices, learned knowledge, and tapping into the wealth of experience that you all bring to the table. Sessions were broken up into two tracks: Business Value and Best Practices of Community Management
Deep Dives on Special Topics (Product Training & Developers)
Allowing Customers To Join Community Conversations EverywhereGet Satisfaction
Learn how to bring relevant community conversations (and the SEO punch they pack) to your website and digital campaigns, and leverage our mobile and social apps for maximum visibility and engagement.
Leveraging The Voice of the Customer for Marketing ContentGet Satisfaction
Find out how community can turbo charge your marketing and social initiatives. Learn how community can help you leverage the voice-of-customer as marketing content and embed that content on your website to improve your content SEO ranking.
One-to-one support solutions like phone calls and email have a high cost per contact, are difficult to scale, and are not fast enough to satisfy today’s social customers. A customer community is a great, scalable way to reduce one-off support cases while delivering a great customer experience and improving your Net Promoter Score (NPS).
A Get Satisfaction customer community can be implemented in minutes. Companies like Citrix, Koodo Mobile, and Webtrends are using Get Satisfaction communities to achieve great results:
Citrix
$12,000/month reduction in support costs
Webtrends
80% of customer problems are resolved
with tools in the community.
Koodo
Increased peer-to-peer support
response rate by 557% year-over-year
Download these free Customer Success Stories to learn how Get Satisfaction customers are achieving such amazing business results.
Amplify Your Business Results with Social Media and CommunityGet Satisfaction
Here are the slides from a great webcast Get Satisfaction hosted with Hootsuite titled, Amplify Your Business Results with Social Media and Community
Register today for Get Satisfaction’s Webinar with Hootsuite
Are you having meaningful conversations with your customers on social networks that drive real business value?
WHAT: A Roundtable Discussion — Advancing Your Social Strategy with Community
Watch the replay! Learn how a Get Satisfaction community can advance your social strategy, build better customer relationships and ultimately, drive more revenue.
Meet your hosts!
Caty Kobe Senior Manager of Community, Support, & Education at Get Satisfaction
Ryan Gaumond Community Manager at inMusic Brands
Sarah Chambers Social Customer Support Lead at HootSuite
Restaurants on the Run (ROTR) - the nation’s largest corporate-focused restaurant marketing service - uses an online community to scale their support as they expand nationwide...all while continuing to provide an excellent customer experience.
Drive More Value from Your Customer Experience Strategy Get Satisfaction
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
http://ow.ly/hsc9k, Each year, we check in with some of the top community managers in the industry and ask them about emerging trends, and business value to their company. Thanks to all the professionals that participated. Let’s start with an overview:
Leverage Customer Communities to Reduce Support Costs and Drive Product Innov...Get Satisfaction
http://ow.ly/hsc9k, Your customers use your products and services every day. They’re a great resource your company can leverage for product innovation and development prioritization. You can also turn to them to provide social support and word-of-mouth marketing content by connecting them to other customers and prospects.
Watch Zoli Radnai, Senior Community Manager at Prezi, to learn how he uses the Get Satisfaction customer community to:
Solicit and prioritize feedback, and leverage customers for product testing
Activate community Champions for support assistance and brand advocacy
Facilitate open, trust-building conversations between customers, employees, and prospects
Design Your Customer Community For Maximum EngagementGet Satisfaction
http://ow.ly/hsc9k, 5 Mistakes Companies Make When Using Customer Communities
Kim Celestre of Forrester Research and Matt Wallace from Volunteer Match talk about leveraging a customer community to drive engagement and provide an excellent customer experience.
This webcast provides you with a playbook to help transform your online community into a thriving, interactive network of customers and best practices to create a healthy and active online customer community. Then you will hear from VolunteerMatch, a nonprofit organization about leveraging customer community to gather feedback, provide self-service support and engage with your customers.
Learn how to:
•Identify and incentivize brand advocates
•Turn fleeting social conversations into valuable resources that are discoverable by customers, prospects, and search engines
•Drive innovation based on the feedback of your most active customers
•Enable self-service, community-based support
ABOUT THE PRESENTERS:
Kim Celestre, Senior Analyst Forrester - Kim serves Technology Marketing Professionals. Her analysis on social trends, issues, and best practices helps marketers create social strategies and tactics that increase customer value. Her research focuses on B2B marketing, with a specific emphasis on the use of social networks and online communities to drive technology adoption and shape buying behaviors.
Matt Wallace, VolunteerMatch - Matt joined VolunteerMatch as a Community Support associate in July 2011. Currently, he works on the Communications team as Senior Associate in charge of Nonprofit Relations. He is responsible for engaging VM’s network of nonprofits through webinars, blogs, social media and online content found in the Learning Center. A certified online moderator, Matt helped launch the VM Community Page and established it a successful support platform for the website’s network of users. Before joining VolunteerMatch, Matt worked as an online advertising consultant.
Connector Corner: Automate dynamic content and events by pushing a buttonDianaGray10
Here is something new! In our next Connector Corner webinar, we will demonstrate how you can use a single workflow to:
Create a campaign using Mailchimp with merge tags/fields
Send an interactive Slack channel message (using buttons)
Have the message received by managers and peers along with a test email for review
But there’s more:
In a second workflow supporting the same use case, you’ll see:
Your campaign sent to target colleagues for approval
If the “Approve” button is clicked, a Jira/Zendesk ticket is created for the marketing design team
But—if the “Reject” button is pushed, colleagues will be alerted via Slack message
Join us to learn more about this new, human-in-the-loop capability, brought to you by Integration Service connectors.
And...
Speakers:
Akshay Agnihotri, Product Manager
Charlie Greenberg, Host
Epistemic Interaction - tuning interfaces to provide information for AI supportAlan Dix
Paper presented at SYNERGY workshop at AVI 2024, Genoa, Italy. 3rd June 2024
https://alandix.com/academic/papers/synergy2024-epistemic/
As machine learning integrates deeper into human-computer interactions, the concept of epistemic interaction emerges, aiming to refine these interactions to enhance system adaptability. This approach encourages minor, intentional adjustments in user behaviour to enrich the data available for system learning. This paper introduces epistemic interaction within the context of human-system communication, illustrating how deliberate interaction design can improve system understanding and adaptation. Through concrete examples, we demonstrate the potential of epistemic interaction to significantly advance human-computer interaction by leveraging intuitive human communication strategies to inform system design and functionality, offering a novel pathway for enriching user-system engagements.
Smart TV Buyer Insights Survey 2024 by 91mobiles.pdf91mobiles
91mobiles recently conducted a Smart TV Buyer Insights Survey in which we asked over 3,000 respondents about the TV they own, aspects they look at on a new TV, and their TV buying preferences.
UiPath Test Automation using UiPath Test Suite series, part 4DianaGray10
Welcome to UiPath Test Automation using UiPath Test Suite series part 4. In this session, we will cover Test Manager overview along with SAP heatmap.
The UiPath Test Manager overview with SAP heatmap webinar offers a concise yet comprehensive exploration of the role of a Test Manager within SAP environments, coupled with the utilization of heatmaps for effective testing strategies.
Participants will gain insights into the responsibilities, challenges, and best practices associated with test management in SAP projects. Additionally, the webinar delves into the significance of heatmaps as a visual aid for identifying testing priorities, areas of risk, and resource allocation within SAP landscapes. Through this session, attendees can expect to enhance their understanding of test management principles while learning practical approaches to optimize testing processes in SAP environments using heatmap visualization techniques
What will you get from this session?
1. Insights into SAP testing best practices
2. Heatmap utilization for testing
3. Optimization of testing processes
4. Demo
Topics covered:
Execution from the test manager
Orchestrator execution result
Defect reporting
SAP heatmap example with demo
Speaker:
Deepak Rai, Automation Practice Lead, Boundaryless Group and UiPath MVP
Software Delivery At the Speed of AI: Inflectra Invests In AI-Powered QualityInflectra
In this insightful webinar, Inflectra explores how artificial intelligence (AI) is transforming software development and testing. Discover how AI-powered tools are revolutionizing every stage of the software development lifecycle (SDLC), from design and prototyping to testing, deployment, and monitoring.
Learn about:
• The Future of Testing: How AI is shifting testing towards verification, analysis, and higher-level skills, while reducing repetitive tasks.
• Test Automation: How AI-powered test case generation, optimization, and self-healing tests are making testing more efficient and effective.
• Visual Testing: Explore the emerging capabilities of AI in visual testing and how it's set to revolutionize UI verification.
• Inflectra's AI Solutions: See demonstrations of Inflectra's cutting-edge AI tools like the ChatGPT plugin and Azure Open AI platform, designed to streamline your testing process.
Whether you're a developer, tester, or QA professional, this webinar will give you valuable insights into how AI is shaping the future of software delivery.
Transcript: Selling digital books in 2024: Insights from industry leaders - T...BookNet Canada
The publishing industry has been selling digital audiobooks and ebooks for over a decade and has found its groove. What’s changed? What has stayed the same? Where do we go from here? Join a group of leading sales peers from across the industry for a conversation about the lessons learned since the popularization of digital books, best practices, digital book supply chain management, and more.
Link to video recording: https://bnctechforum.ca/sessions/selling-digital-books-in-2024-insights-from-industry-leaders/
Presented by BookNet Canada on May 28, 2024, with support from the Department of Canadian Heritage.
Generating a custom Ruby SDK for your web service or Rails API using Smithyg2nightmarescribd
Have you ever wanted a Ruby client API to communicate with your web service? Smithy is a protocol-agnostic language for defining services and SDKs. Smithy Ruby is an implementation of Smithy that generates a Ruby SDK using a Smithy model. In this talk, we will explore Smithy and Smithy Ruby to learn how to generate custom feature-rich SDKs that can communicate with any web service, such as a Rails JSON API.
JMeter webinar - integration with InfluxDB and GrafanaRTTS
Watch this recorded webinar about real-time monitoring of application performance. See how to integrate Apache JMeter, the open-source leader in performance testing, with InfluxDB, the open-source time-series database, and Grafana, the open-source analytics and visualization application.
In this webinar, we will review the benefits of leveraging InfluxDB and Grafana when executing load tests and demonstrate how these tools are used to visualize performance metrics.
Length: 30 minutes
Session Overview
-------------------------------------------
During this webinar, we will cover the following topics while demonstrating the integrations of JMeter, InfluxDB and Grafana:
- What out-of-the-box solutions are available for real-time monitoring JMeter tests?
- What are the benefits of integrating InfluxDB and Grafana into the load testing stack?
- Which features are provided by Grafana?
- Demonstration of InfluxDB and Grafana using a practice web application
To view the webinar recording, go to:
https://www.rttsweb.com/jmeter-integration-webinar
Dev Dives: Train smarter, not harder – active learning and UiPath LLMs for do...UiPathCommunity
💥 Speed, accuracy, and scaling – discover the superpowers of GenAI in action with UiPath Document Understanding and Communications Mining™:
See how to accelerate model training and optimize model performance with active learning
Learn about the latest enhancements to out-of-the-box document processing – with little to no training required
Get an exclusive demo of the new family of UiPath LLMs – GenAI models specialized for processing different types of documents and messages
This is a hands-on session specifically designed for automation developers and AI enthusiasts seeking to enhance their knowledge in leveraging the latest intelligent document processing capabilities offered by UiPath.
Speakers:
👨🏫 Andras Palfi, Senior Product Manager, UiPath
👩🏫 Lenka Dulovicova, Product Program Manager, UiPath
LF Energy Webinar: Electrical Grid Modelling and Simulation Through PowSyBl -...DanBrown980551
Do you want to learn how to model and simulate an electrical network from scratch in under an hour?
Then welcome to this PowSyBl workshop, hosted by Rte, the French Transmission System Operator (TSO)!
During the webinar, you will discover the PowSyBl ecosystem as well as handle and study an electrical network through an interactive Python notebook.
PowSyBl is an open source project hosted by LF Energy, which offers a comprehensive set of features for electrical grid modelling and simulation. Among other advanced features, PowSyBl provides:
- A fully editable and extendable library for grid component modelling;
- Visualization tools to display your network;
- Grid simulation tools, such as power flows, security analyses (with or without remedial actions) and sensitivity analyses;
The framework is mostly written in Java, with a Python binding so that Python developers can access PowSyBl functionalities as well.
What you will learn during the webinar:
- For beginners: discover PowSyBl's functionalities through a quick general presentation and the notebook, without needing any expert coding skills;
- For advanced developers: master the skills to efficiently apply PowSyBl functionalities to your real-world scenarios.
LF Energy Webinar: Electrical Grid Modelling and Simulation Through PowSyBl -...
Drive More Revenue from Your Social Strategy in 2013
1. Driving More Revenue
from Your Social Strategy
Twitter:#AMAVES
Azita Martin
VP Marketing
@AzitaMartin
2. First Generation of Social
Consumers sharing and interacting
Companies figuring out transparency
Service folks tweeting
Marketers building audiences on Facebook
Agencies creating campaigns
Companies “broadcasting”
#AMAVES @AzitaMartin 2
3. So What are the Returns?
Facebook
Apps
Facebook
Ads
Gamification
Have Companies/Brands turned Social
into another Ad Channel?
1Gartner, “Gartner Says Worldwide Social Media Revenue Forecast to Reach $16.9 Billion in 2012”, 7/25/2012, www.gartner.com/it/page.jsp?id=2092217
#AMAVES @AzitaMartin 3
5. Customers Have Different Expectations
Websites, not social Consumers show a Social Media is
networks, are the primary strong preference for the door into
place consumers go “Branded Customer Brand’s Customer
to make purchase decisions Communities” Community
81 % 50 % 58 %
of consumers use of participants show a
company website of consumers have joined
preference for relevant an internet community
to research products content vetted by other based on a friend’s
consumers Facebook post
#AMAVES @AzitaMartin 5
6. What’s the Second Generation of Social?
Build Authentic Engagement with
Customers and Prospects
Throughout the Customer
Life-Cycle
#AMAVES @AzitaMartin 6
7. Managing Your Brand
Potential
Discover Customers
Advocate Evaluate
Loyalty The Promotions
Programs
Brand
Bond
Buy
Existing
Customers
Experience
#AMAVES @AzitaMartin 7
8. Conversations Accelerate the Lifecycle
Potential
Discover Customers
Advocate Evaluate
Loyalty The Promotions
Programs
Brand
Bond
Buy
Existing
Customers
Experience
#AMAVES @AzitaMartin 8
9. Social Media Management Tools Can Help
But, they don’t help you: Potential
• Build the customer relationship Customers
Discover
• Facilitate conversation across the lifecycle
• Collect and re-use valuable social content.
Advocate Evaluate
Loyalty The Promotions
Programs
Brand
Bond
Buy
Existing
Customers
Experience
#AMAVES @AzitaMartin 9
10. Customer Community Builds Engagement
Potential
Discover Customers
Advocate Evaluate
Loyalty The Promotions
Programs
Brand
Bond
Buy
Existing
Customers
Experience
#AMAVES @AzitaMartin 10
11. Social Content has a Short Shelf-Life
Comments per Quarter-Hour
70
60
50
40
30
20
Customer Communities
10
0
0.25 1.25 2.25 3.25 4.25
Hours Since Post
Deliver engagement and revenue
Cumulative Comments
cultivating persistent, discoverable & relevant
140
130
conversations 120
110
100
90
80
70
0.25 1.25 2.25 3.25 4.25
#AMAVES @AzitaMartin 11
12. Making Fleeting Social Interactions Persistent
Time period: 2 hours Time period: 7 hours
Activity
Time period: 11+ months
#AMAVES @AzitaMartin 12
13. Community Makes Social Content Discoverable
of the most persistent conversations by leveraging organic search
Optimized URL Structure
Social Sharing
Community Activity
#AMAVES @AzitaMartin 13
14. Relevant Content Drives Conversion
by prioritizing and surfacing contextually-appropriate community topics
#AMAVES @AzitaMartin 14
15. How Communities Work
Organic Search
Company Website
Social Networks
& Product
Consumer-facing
experiences
Customer Communities Internal
Social Media processes
Management CRM /
Marketing
Community
Moderation
Your Employees
#AMAVES @AzitaMartin 15
16. Drive Revenue With Insight Into Your Community
Monetize community data
• Pinpoint product interest by curating topic types
• Gauge community sentiment to activate brand advocates
• Identify most active users and champions leverage their
conversations as rich marketing content
• Use search analytics to get insight into what customers
and prospects are looking for
#AMAVES @AzitaMartin
17. An eCommerce case study
the
The Situation Outcomes
solution
▸ High levels of embedded
conversations
cart abandonment 8% drop
in cart abandonment
▸ Low search-driven
site traffic volume
5% gain
in search-driven site traffic
▸ Desire to harness
▸ Product-specific
word of mouth to WOM content
drive conversions
▸ Community 30% drop
drives in one-to-one interactions
▸ Customers couldn’t discussions
ask product-specific
questions during ▸ Widgets
throughout
purchase flow purchase flow
63% gain
in first call resolution rate
#AMAVES @AzitaMartin 17
18. A marketing case study
the
The Situation solution Outcomes
Social post permanence
▸ Employees lacked
More Employee
a social media
Interactions
presence
with customers
▸ Desire to easily
facilitate customer Discoverable discussions
conversations Social Praise
leveraged in
marketing content
▸ Needed a
mechanism to
Embedded advocate content
operationalize
customer Customer
endorsements Advocates
can self-identify
#AMAVES @AzitaMartin 18
19. Polling Questions
• What type of companies you sell & market to?
B2B – Business to Business
B2C – Business to Consumer
• Select your most effective social channel
Facebook
Twitter
Linked-in
Youtube
Other
#AMAVES @AzitaMartin
20. Polling Questions
• Do you currently have a Forum or Customer Community
Forum
Customer Community
None
#AMAVES @AzitaMartin
22. The Second Generation of Social is Here
Contact us!
Call (877) 339-3997
or visit us online
www.getsatisfaction.com
Editor's Notes
Thanks Anthony and thanks everyone for joining us. Our webcast today as Anthony mentioned is about second generation of Social and helping you understand how to drive more revenue from your social strategy.
Before we talk about the second generation of social, let’s define what the first generation of social was all about.We all know the impact that social media has had on businesses and it’s important to understand that social was really driven by the consumers as they first connected with each other on social networks to share content with friends and family..But social media gave consumers the amazing power to talk about brands and their products and that is when companies decided it was time to be part of the social conversation.In the first generation of social, companies started to build their FB fan page, got a twitter handle and started to build fans and followers……
And then Companies started to apply digital advertising to social media with contests, FB Ads and promoted tweets.The market research firm Gartner estimates companies will spend more than $17 billion on social activities in 2012.and of that $8.8 B is what brands will spent on social advertising.
A recent consumer research by the Incyte Group, surveyed over 2000 social savvy consumers and revealed a Gap between how consumers want to engage with companies on social networks and how companies are using social
The research revealed that:- 81% of consumers surveyed, said they use company websiteto research product- 50% would be interested in joining a brand’s customer community to tallk to other consumers who are already using those productsAnd 58% have joined a community based on a friend’s post on FBThis shows a high level of interest in company websites that are made more social by adding customer community
In the past companies have had an inside-out approach to marketing by having full control of their brand and messaging using Advertsement, collateral, digitals ads, and loyalty programs and taking care of customer service issues was only the support organizations’ responsibility.But Social media has completely turned that upside down.
Social media has enabled consumers to connect to each other and talk about anything, including your company’s brand, products and services. What consumers care about is that companies engage with them throughout the interaction life cycle, about the issues that matter to them at that particular time. Consumers are being exceedingly turned off by companies who are constantly advertising to them, without insight into what they really want.
The first wave of social gave rise to companies like Radian 6 and Hootsuite to help companies listen to these social media conversations and social marketing companies like Buddy Media, Wildfire, helped companies Advertise on FB and develop contests and engagement games.But reality is that these tactics were yet again another way to just broadcast and sell to consumers. They did not help companies:Build the customer relationshipFacilitate conversation across the lifecycleCollect and re-use valuable social content.
Second generation of social is all about building transparency and authentic engagementA branded customer community like Get Sat, helps you do that by providing a venue that connects prospects and customers to each other to talk about your companies products and services.A branded customer community connects your prospects to your customers and if you build true engagement with your customers, it means that once they buy your products they can easily get answers from other customers or employees of your company, when they have questions about how to set-up your product, get resolution when they have a customer service issue and build a strong relationship with your company to ultimately become brand advocates.So let’s see how a customer community can turn customer conversations into relevant word of mouth marketing content that drives revenue for your company.
Here you see an example of a Pampers FB page and content that has been proposed by Pampers. Majority….Customer communities deliver engagement and revenue by cultivating social conversations and making them pesistent, discoverable and relevant.
A community is a destination for long-lasting content and relationships. With get Satisfaction customer community you can bring social conversations from Twitter and FB into your community andAnd make those conversations ever green by increasing their shelf life from hrs to months and yearsAnd These topics in the Get Satisfcation community generate more activity over time and become available to other customers who may have the same ideas or questions. The conversations become part of your social knowledge base and become valuable to other customers that have similar questions.ClickThese conversation once brought into the community can also be used for word-of-mouth marketing content by connecting your prospects to your customers or placing them on your website or ecommerce site.
SecondlyCommunities are highly indexed by search engines, so customers can find information by simply searching on Google and Bing.In fact me have numerous examples of customers who’s community have a higher SEO ranking than their website, because of the relevant content about their products.Se here for example… You see a question being asked “How can my baby model for Pampers” and the Pampers customer community ranks no 1 in the SEO.
A key differentiation of the GS Community is that you can bring relevant customer generated conversations about specific products and services and place them strategically on your websiteFor example you can place selected topics like “Praise” or “Questions” about a specific product, right next to that product on your website, so prospects who have questions can ask that questions right from your ecommerce site and get answers from other customers who are already using your product. This improves shopping cart conversion by giving prospects the answer they need to make a purchase decision without leaving your website.
So let me summarize how a customer community like Get Satisfaction can help you leverage customer generated content as word of mouth marketing content.1. It enables you to bring social content from social networks into the community to increase their shelf life and make them available to other customers and prospects2, Communities are highly discoverable by search engines, so content can be found through organic search and increases your website SEOIt enables you to bring relevant customer generated content about specific products and services and place them strategically on your website4. It can brought into your internal systems and processes, like your ticketing systen to ensure that they integrate with your external facing experiences and loop into your employees routines.
So now you understand how you can take customer conversations and leverage them as rich marketing content. Another important aspects is gaining the insight into your customers and what motivates them. Using Get Satisfactions robust analytics you can…And this information can help you identify what products your customers and prospects are mostly talking about and based on topic types, identify prospects that are evaluating your products and route those leads to your sales people.
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So now you understand how you can take customer conversations and leverage them as rich marketing content. Another important aspects is gaining the insight into your customers and what motivates them. Using Get Satisfactions robust analytics you can…And this information can help you identify what products your customers and prospects are mostly talking about and based on topic types, identify prospects that are evaluating your products and route those leads to your sales people.
So now you understand how you can take customer conversations and leverage them as rich marketing content. Another important aspects is gaining the insight into your customers and what motivates them. Using Get Satisfactions robust analytics you can…And this information can help you identify what products your customers and prospects are mostly talking about and based on topic types, identify prospects that are evaluating your products and route those leads to your sales people.