Satisfaction is a subscription-based customer service tool that allows open conversations between companies and their customers, addressing problems with traditional closed systems like email support. By bringing customer expertise and conversations into the open, Satisfaction reduces repetitive support issues while improving customer loyalty. It leverages trends of customers helping each other online and companies benefiting from engaged customers. Pricing is tiered for small businesses, starting at $29/month, addressing a market that previously lacked the right tools.
Case Study: More Than Just Facebook for Business: Translating Social Interactions into Actionable Social Intelligence
Presented by: Alan Nugent, CEO, Mzinga
Business is inherently social—and accordingly, many brands around the world have already embraced social technologies as a way to engage customers and raise brand awareness. But social solutions are more than just Facebook for business. A comprehensive, well-planned social ecosystem can provide enormous benefits that span the enterprise—and can help organizations gain valuable insight into meeting customer needs, improving loyalty, and sustaining and growing revenue.
www.bdionline.com
Customer experience is made up of the sum of interactions and touch points with all the people, products and services a company provides to or for them. Customer service experience is a subset of the overall customer experience. Specifically, a customer service experience is the sum of the interactions between you and your customers when they are trying to communicate with or to you, often regarding something that has gone awry. Customers of all types (not just social customers) are emotional and tend to rate experiences based upon the expectations set (either specifically, or ones we set in our mind) – yes, they are often shared. The simple question is: “Is your business organized in such a way to accelerate your company’s ability to deliver a service experience, which meets or better, exceeds customer expectations?”
The science behind persuasive design: Capturing the emotional triggers that ...Kath Straub
Today, interactions with prospective customers start on the web. This means to be useful, a website must be more than usable. It must also be engaging and persuasive, like a charismatic salesman.
Persuasive designs do not „just happen“. They are derived through rigorous research identifying the emotional triggers that drive a customer to commit or fears that hinder a customer from acting.
Once key emotional responses are understood, organizations can develop content and messaging strategies which employ principles of social psychology to amplifying customers motivations and minimize their concerns.
By extending the traditional usability methods into the domains of emotional response and human decision making, designers can create content that transform exploration into commitment.
Case Study: More Than Just Facebook for Business: Translating Social Interactions into Actionable Social Intelligence
Presented by: Alan Nugent, CEO, Mzinga
Business is inherently social—and accordingly, many brands around the world have already embraced social technologies as a way to engage customers and raise brand awareness. But social solutions are more than just Facebook for business. A comprehensive, well-planned social ecosystem can provide enormous benefits that span the enterprise—and can help organizations gain valuable insight into meeting customer needs, improving loyalty, and sustaining and growing revenue.
www.bdionline.com
Customer experience is made up of the sum of interactions and touch points with all the people, products and services a company provides to or for them. Customer service experience is a subset of the overall customer experience. Specifically, a customer service experience is the sum of the interactions between you and your customers when they are trying to communicate with or to you, often regarding something that has gone awry. Customers of all types (not just social customers) are emotional and tend to rate experiences based upon the expectations set (either specifically, or ones we set in our mind) – yes, they are often shared. The simple question is: “Is your business organized in such a way to accelerate your company’s ability to deliver a service experience, which meets or better, exceeds customer expectations?”
The science behind persuasive design: Capturing the emotional triggers that ...Kath Straub
Today, interactions with prospective customers start on the web. This means to be useful, a website must be more than usable. It must also be engaging and persuasive, like a charismatic salesman.
Persuasive designs do not „just happen“. They are derived through rigorous research identifying the emotional triggers that drive a customer to commit or fears that hinder a customer from acting.
Once key emotional responses are understood, organizations can develop content and messaging strategies which employ principles of social psychology to amplifying customers motivations and minimize their concerns.
By extending the traditional usability methods into the domains of emotional response and human decision making, designers can create content that transform exploration into commitment.
Social CRM - Functional Architecture and Interactions FlowFabio Cipriani
Building long-lasting links with customer through innovative experience and co-generating value with them
Topics covered:
- Why Social CRM?
- Functional Architecture
- Flow and Value of Interactions
- What are CRM vendors doing to promote Social experience
- Pre-requisites and business questions
The 3-Step Guide to Activating Social Media Customer Care in the Contact CenterMDG Advertising
Social Media Customer Service is the new gold standard for retail brands, but does your internal team have what it takes to get your program off the ground? This white paper discusses how to: Set up your social media strategy, Staff and train for proper handling, and the benefits of a robust social media strategy to take care of your customers where they feel most comfortable. Don't let your business be left behind, contact Global Response today. http://www.globalresponse.com/services/social-media-customer-care/
2020 Social Decoding The Social In Social CRM2020 Social
Slides from the 2020 Social workshop on Decoding the Social in Social CRM.
This deck has been used for the following workshops:
- Private workshop for a CRM product firm in India.
- Talk at Talisma Insights 2010.
Update history:
- March 2010
- June 2010
Interaction Bridges: Strategic Tool for Keeping Customer PromisesClearAction
How to overcome communication gaps with different personality types, to collectively meet customer commitments for great customer experience. See http://ClearActionCX.com Contact us at OptimizeCX@ClearActionCX.com
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.
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.
Social CRM - Functional Architecture and Interactions FlowFabio Cipriani
Building long-lasting links with customer through innovative experience and co-generating value with them
Topics covered:
- Why Social CRM?
- Functional Architecture
- Flow and Value of Interactions
- What are CRM vendors doing to promote Social experience
- Pre-requisites and business questions
The 3-Step Guide to Activating Social Media Customer Care in the Contact CenterMDG Advertising
Social Media Customer Service is the new gold standard for retail brands, but does your internal team have what it takes to get your program off the ground? This white paper discusses how to: Set up your social media strategy, Staff and train for proper handling, and the benefits of a robust social media strategy to take care of your customers where they feel most comfortable. Don't let your business be left behind, contact Global Response today. http://www.globalresponse.com/services/social-media-customer-care/
2020 Social Decoding The Social In Social CRM2020 Social
Slides from the 2020 Social workshop on Decoding the Social in Social CRM.
This deck has been used for the following workshops:
- Private workshop for a CRM product firm in India.
- Talk at Talisma Insights 2010.
Update history:
- March 2010
- June 2010
Interaction Bridges: Strategic Tool for Keeping Customer PromisesClearAction
How to overcome communication gaps with different personality types, to collectively meet customer commitments for great customer experience. See http://ClearActionCX.com Contact us at OptimizeCX@ClearActionCX.com
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.
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.
Social: Session 7: Turbocharging Customer Service Through Social TechnologiesSugarCRM
Social media - Twitter, Facebook, discussion forums, ideation communities, social listening platforms to name a few - can be used to help companies deliver a customer service experience that aligns with customer expectations. This alignment ultimately results in a more loyal customer base and a quantifiably larger wallet share. However, the value of these social technologies can’t be realized by just bolting them onto a suboptimal contact center. This presentation describes the foundational elements that your contact center must get right before you consider adding social technologies, and how social technologies can be deployed in a manner that extends current capabilities, and reinforces the customer experience and company brand.
The Changing Nature of the Customer Relationship by North HighlanddBrooke Novak
Things have changed with the way the customer experience is enacted. Success has less to do with big strategic decisions and more to do with practical, everyday operational decisions – and then getting them implemented. Customers have more control – much more. Product information, peer reviews and ratings, even competitors are all just a click away. This increased transparency puts brand promises to the test. And, whether you are B2C or B2B, your customers have become accustomed to personalized services, relevant and personalized offers, and customizable capabilities. All on demand. How do you meet these demands – let alone exceed them? This paper explores considerations on how to harness the power of digital information on the front line of the customer relationship to power your competitive edge through to your bottom line.
The Changing Nature of the Customer Relationshipmichellereape
This paper explores considerations on how to harness the power of the customer relationship on the front lines to power our clients’ competitive edge through to their bottom line
Addressing the contact center opportunity, discuss five important contact center trends, and explain how companies can embrace these trends to create a smart strategy that can improve the top and bottom line.
Social media for Customer Service Summitharryrollason
If you’re social media strategy is moving from traditional marketing and beginning to expand throughout your company – especially customer service. Then hear from 20+ leading corporate speakers like Citi, Zappos, KLM, Coca-Cola, Xbox and more. All with first-hand experience at leveraging the power of social media for better customer service
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.
Customer experience is basically a universal
consequence of the association between a brand and
its client. All subdivisions of an organization
communicate with their clienteles from its individual
viewpoint. Customer Experience Management is a
course of observing and inventing the communication
with consumers from their point of view.
Sistemas de Gestión ha sido incluida como ejemplo de éxito en la guía para partners de Microsoft sobre mejores prácticas para potenciar el negocio en clientes existentes.
Está guía, editada especialmente con motivo de la conferencia mundial de partners 2010, ha sido distribuida a los partners de Microsoft asistentes al evento con el fin de mostrar las buenas prácticas y estrategias seguidas para potenciar el desarrollo del negocio con clientes existentes.
Sistemas de Gestión ha sido una de las empresas seleccionadas, de las cuales únicamente dos son españolas.
www.sistemasdegestion.com
www.navihotel.es
www.atennea.com
A short and sweet introduction to thinking about collapse as a productive way forward. It's optimism in the face of destruction! (Originally delivered as a 5 minute presentation at SF Ignite)
A holistic approach to rewiring our global economic system into something more human, sustainable and free. Based on the lessons learned from social web technologies.
Alex Frankel, author of Punching In: The Unauthorized Adventures of a Front Line Employee, presents some of the lessons he learned from his time working at several top brands including Starbucks, Apple, and Enterprise Rent-a-car.
Geek Squad: Marketing is a Tax You Pay for Being UnremarkabeThor
Robert Stephens, founder of Geek Squad, discusses the unique evolution of his hugely successful business, from the early days of defining the customer experience through the BestBuy merger and subsequent expansion. Customer service is the unifying theme.
Michael Murphy, Virgin's Brand Manager for Customer Service, discusses the secret sauce for the global brand that is Virgin. 200 companies across 29 countries.
Be Like the Internet - 8 steps to success in a post 2.0 worldThor
This is v1.0 of a presentation that Lane Becker and Thor Muller are workshopping. It was delivered for the first time at WebVisions in Portland, ... less Oregon.
2. THE OPPORTUNITY
The Power of Customer Conversations
Satisfaction is redrawing the boundaries of customer service by
cultivating open communication with and among customers. In
contrast to the closed interaction of email and CRM, Satisfaction
alleviates the burden of customer support by harnessing
customer involvement increasingly visible on blogs, forums and
online communities.
We’re building inexpensive but effective on-demand customer
service tools for the small business market, a market that has
never had access to the right tools before.
3. SUMMARY
Who we are
We know how to build and sell companies,
from Thor’s sale of Prophet to Frog Design to
Lane’s sale of Measure Map to Google.
With Rubyred Labs, founded in 2006, we
designed and developed a half-dozen
commercial Web apps, and launched
Valleyschwag, a surprise hit. Lane spent six
years doing product development for startups
at Adaptive Path.
We have seen a lot of web products and
business plans over the years. This is the
business we’re betting the farm on.
4. THE PROBLEM
Traditional customer service is unsatisfactory
Customer service has long been a painful experience for
companies and their customers.
Current tools reinforce this, focusing on cold efficiency at the
expense of personal touch: agent troubleshooting, knowledge
bases, and trouble ticket queueing. This approach is labor
intensive and time consuming. It is unwieldy for large businesses
and inappropriate for small ones.
5. THE PROBLEM
Email embodies the current problem
Most small businesses
today rely on email
(e.g. MSOutlook) to Information Overload!
respond to their
customer issues.
Always behind in responding
Email makes it
difficult to track
resolution and
exacerbates the
repetitive drudgery of Out of sight,
out of mind
traditional customer
service.
6. OUR SOLUTION
Replace the Contact page on every business site
Give customers the answers
they seek before they send
email with live search of
conversations
Companies never answer the
same question twice with
Satisfaction. It learns from
their interaction with and
between customers.
7. OUR SOLUTION
Companies and communities work together
Customers themselves
become a rich source of
solutions, ideas and
enthusiasm.
Customer questions and
employee answers are
publicly viewable and easily
findable.
Satisfaction reflects
customer feelings, as well as
topics of concern.
8. OUR SOLUTION
Satisfaction: a new model for customer service
Satisfaction is a subscription-based Web application for small- to medium-sized businesses
that redefines customer support as an open conversation between a company and its
customers rather than a closed silo managed via email or CRM software.
Satisfaction leverages the power of
Web-based community to let
customers answer each other’s
questions directly, while also helping
companies provide personal responses
without dedicated personnel.
Satisfaction benefits from customers’
desire to identify and involve
themselves with companies that matter
to them, turning the experience of
customer service from one that
revolves around “trouble” to one that
focuses on connection.
9. PRODUCT BENEFITS
What can Satisfaction do for small business?
Satisfaction decreases the time, effort, and costs associated with
providing personalized customer service. By bringing customer
expertise into the picture, Satisfaction reduces the number of
repetitive support queries while engendering a range of new
conversations between a company and its customers.
This allows companies not only to reduce support costs but,
more importantly, leverage participation to improve customer
loyalty, identify passionate evangelists, and get the benefit of
customers’ involvement to aid sales, marketing, and product
development efforts.
10. MARKET TRENDS
The success of
Satisfaction rides on
three accelerating
market trends
11. MARKET TREND 1
Customers are talking to one another online
Increasingly, customers start their search
for answers or conversation at the Google
search bar. And more often than not, they
end up on a site created by other
customers.
Blogs, online bulletin boards, and other
community tools enable wide-ranging
discussion about all aspects of a company
or industry. Customers looking for
support and assistance regarding a product
often get better and more up-to-date
information from these community-created
sites than they do from the company’s own
Web site.
12. MARKET TREND 1
Customers are talking to one another online
“A lone person today has a greater chance to
create widespread excitement or disrupt a
company’s reputation without the assistance of
the big megaphones of traditional media. And
thanks to Google, a lone person can create a
multi-layered impression of a moment in time for
thousands, if not millions of other people to read
and absorb immediately, months or years from
now...The funnel of the message megaphone is a
lot wider.”
- Citizen Marketers: When People Are the Message,
Ben McConnell and Jackie Huba, 2007.
13. MARKET TREND 2
Companies are seeing the financial benefits of
engaging directly with customers
“The benefits of courting customer advocates are clear. Research
by Bain & Co. over the past decade has found that revenues of
companies with the highest levels of customer loyalty grew more
than twice as fast as those of their competitors... Says Robert
Schieffer, professor of marketing at Northwestern's Kellogg
School of Management: ‘Increasing customer satisfaction has a
remarkable impact on profitability and stock market
performance.’ ”
– “True Believers,” BusinessWeek, Winter 2006
http://www.businessweek.com/magazine/content/06_52/b4015401.htm
14. MARKET TREND 2
Companies are seeing the financial benefits of
engaging directly with customers
“The most intensely engaged users of a product
often find new ways to enhance it long before
its manufacturer does. This is not traditional
market research — asking customers what they
want. This is identifying what your most
advanced users are already doing and
understanding what their innovations mean for
the future of your business.”
–“To Charge Up, Put Customers In Charge,” Lego Mindstorms was built on innovations
of passionately involved teachers
The New York Times, June 18, 2006
15. MARKET TREND 3
Small companies have access to tools
previously built only for the enterprise
Enterprise-class software is being reinvented
at the small business and consumer level
using new tools and models pioneered for
the consumer market. Small companies are
now ready and willing to pay for online
software that “just works.”
Companies like Salesforce.com and 37
Signals have proved, with applications like
their Web-based project management and
CRM software, that there are significant 37 Signals’ Basecamp provides a streamlined
approach to project management that works
profits to be made delivering to this market. well for small businesses, and large ones too.
16. MARKET TREND 3
Small companies have access to tools
previously available only for the enterprise
“Savvy new companies are wedging themselves into
established industries, unburdened by the fixed
costs of infrastructure past. They're doing it with
the help of resources never before available so
cheaply to startups, like outsourced manufacturing,
Internet-powered publicity, and robust design tools.
To get to market fast, they farm out everything they
can, from logistics and billing to sales and support.”
- “The New Instant Companies,” Business 2.0, June
1, 2005
http://money.cnn.com/magazines/business2/business2_archive/2005/06/01/8263450/
index.htm
17. COMPETITIVE SITUATION
Current solutions are closed systems
or under-specialized
HIGH
Satisfaction
CRM
CRM is a closed system
Satisfaction frames customer
focused on managing agents,
service features through
tracking issues, and
integration with other Discussion Boards open conversations
sometimes served by
information systems.
discussion boards
LOW
Quantitative Issue Search/ Out-of-box Customer
Cost
Analysis Tracking Discovery experience Evangelism
Configurability Service Level Email Hackability Tools
Conversation/ Qualitative
Agreement Management Community Analysis
(SLA)
18. COMPETITIVE SITUATION
How Satisfaction changes the game
Customers discover solutions and open conversations via
1
collectively optimized search, providing a personal touch
4 5 6
3
Satisfaction enables hackability rather than configurability, so
fans and CRM developers can extend the system infinitely.
2
other 1
2
3 Companies get started and see benefits immediately, with no
training. Satisfaction makes customer service easy and fun.
Satisfaction engenders open and ongoing conversations that
4
engage customer interactions in a meaningful way
Cultivate and identify customer evangelists, reward them, and
5
leverage them as experts and volunteer marketers
Track the qualitative health of customer satisfaction, changing
6
primary metric from # closed issues to relative happiness
Quantitative Issue Search/ Out-of-box Customer
Cost
Analysis Tracking Discovery experience Evangelism
Configurability Service Level Email Hackability Tools
Conversation/ Qualitative
Agreement Management Community Analysis
(SLA)
19. REVENUE MODEL
Tiered Monthly Subscription Service
Satisfaction is offered for a monthly subscription fee determined by features and customer
volume. The scalable pricing supports our initial small business target, and expands to fit
larger companies. Negotiated pricing is available for companies with large customer bases.
EXAMPLE SUBSCRIPTION PRICING
Premium Plus Basic
Free
$99/month $59/month $29/month
Number of
2000 500 200 50
Customers
File Storage 2GB 500 MB 250 MB 25 MB
Private messaging
! ! !
Custom designs
! ! !
Ad Free
! ! !
SSL secure
messages !