Scott Hirsch from Get Satisfaction gave a presentation on social media and customer engagement. He discussed how social media is a tool for conversation rather than a destination. Get Satisfaction's platform encourages conversation, aggregates customer knowledge, allows knowledge to be used across departments, and creates value for both customers and companies. The presentation also covered trends like social commerce and how social customer content can be used for targeted advertising.
Online Co-Creation to Accelerate Marketing & Innovationeÿeka
Online Co-creation to Accelerate Marketing and Innovation, a whitepaper written by eYeka with renown experts in the field of marketing and innovation.
Download this document (as well as other whitepapers and case studies) for free at http://en.eyeka.net/our-works
Business Innovation Report by TrendsSpotting: Innovation Strategy, Performanc...Taly Weiss
The purpose of this review is to provide a deep understanding of innovation and its business potential. We will focus on innovation outcomes in terms of performance and present empirical findings linking innovation to business success. We introduce basic definitions of innovation, explore the most common forms of innovation (adding examples and case studies) and discuss disruptive innovation. We identify key innovation strategies developed and tested in academic and business research. We glance into rankings of the most innovative companies to learn on their performance and growth potential. Finally we will study how companies measure innovation and what parameters are critical for them to follow. At the end of the report, we have compiled an insightful “take away” and present extensive case study summarizing key innovation aspects in innovation implementation.
The 140 page PPT report is targeted at innovation stakeholders aiming to promote innovation efforts linked to business success & growth
Be a better business with a better output. Be an Open BusinessGianluigi Cuccureddu
Guest lecture at the Hogeschool van Amsterdam, University of Applied Sciences for Business Administration students, course Business Development.
Inspiration session on Open Business.
Social business or social enterprise needs careful planning. This slide series was developed and presented for the Social Business Launch Pad seminars by William P. Kittredge, PhD. The Social Business Launch Pad is a joint education seminar series co-sponsored by the Yunus Center at AIT and the Thai Social Enterprise Office http://www.tseo.or.th/
The Power of Co-creation: working with consumers to win in marketBrand Genetics
The challenge for all marketeers is to make the audience care – which means developing a message that is meaningful, relevant and remarkable – this is where co-creation can help. Co-creation is about collaborating with people outside your organisation (eg. consumers, customers, experts) to develop ideas that add real value to their lives.
At Brand Genetics we believe it’s crucial to understand how to collaborate, with whom and what ‘developing ideas’ really means in this context. This presentation shares insights and practical tips on how – done right – co-creation can help you grow your business by being more consumer relevant, and draws on Brand Genetics’ experience of developing innovative new products and brands.
This was the keynote presentation at the Nutraformulate conference 2014
Online Co-Creation to Accelerate Marketing & Innovationeÿeka
Online Co-creation to Accelerate Marketing and Innovation, a whitepaper written by eYeka with renown experts in the field of marketing and innovation.
Download this document (as well as other whitepapers and case studies) for free at http://en.eyeka.net/our-works
Business Innovation Report by TrendsSpotting: Innovation Strategy, Performanc...Taly Weiss
The purpose of this review is to provide a deep understanding of innovation and its business potential. We will focus on innovation outcomes in terms of performance and present empirical findings linking innovation to business success. We introduce basic definitions of innovation, explore the most common forms of innovation (adding examples and case studies) and discuss disruptive innovation. We identify key innovation strategies developed and tested in academic and business research. We glance into rankings of the most innovative companies to learn on their performance and growth potential. Finally we will study how companies measure innovation and what parameters are critical for them to follow. At the end of the report, we have compiled an insightful “take away” and present extensive case study summarizing key innovation aspects in innovation implementation.
The 140 page PPT report is targeted at innovation stakeholders aiming to promote innovation efforts linked to business success & growth
Be a better business with a better output. Be an Open BusinessGianluigi Cuccureddu
Guest lecture at the Hogeschool van Amsterdam, University of Applied Sciences for Business Administration students, course Business Development.
Inspiration session on Open Business.
Social business or social enterprise needs careful planning. This slide series was developed and presented for the Social Business Launch Pad seminars by William P. Kittredge, PhD. The Social Business Launch Pad is a joint education seminar series co-sponsored by the Yunus Center at AIT and the Thai Social Enterprise Office http://www.tseo.or.th/
The Power of Co-creation: working with consumers to win in marketBrand Genetics
The challenge for all marketeers is to make the audience care – which means developing a message that is meaningful, relevant and remarkable – this is where co-creation can help. Co-creation is about collaborating with people outside your organisation (eg. consumers, customers, experts) to develop ideas that add real value to their lives.
At Brand Genetics we believe it’s crucial to understand how to collaborate, with whom and what ‘developing ideas’ really means in this context. This presentation shares insights and practical tips on how – done right – co-creation can help you grow your business by being more consumer relevant, and draws on Brand Genetics’ experience of developing innovative new products and brands.
This was the keynote presentation at the Nutraformulate conference 2014
What is Co-Creation and Why is it a Competitive Advantage?VoiceBoxer
The language services and technologies industry is both highly competitive and rich in stakeholders. Doing business is not just about making your customer happy, but also your language resources, staff, investors, management, and more. VoiceBoxer is a Danish start-up offering a novel technology in the remote interpreting world: a multilingual web platform that allows presentations and webinars anywhere, in any language. The company’s recipe for success relies on the concept of co-creation, an approach that serves the interests of all stakeholders, and results in a real competitive advantage. In this session, we’ll discuss the notion of co-creation and explore how it has led to success for VoiceBoxer.
This presentation was given by Andrea Baccenetti, Co-Founder and COO of VoiceBoxer at GALA Sevilla on March 23rd 2015
One Africa Network Webinar: Branding and Marketing in the Digital AgeSSCG Consulting
On Thursday 06 August 2020, One Africa Network (OAN) live discussion webcast on Branding and Marketing in the Digital Age.
Topics included:
- How social media, digital and remote economy reshaped marketing communication
- Essential principal of digital marketing
- Effective social media management strategies and best practices
- How to develop effective and engaging content
- Building credibility and protecting your brand reputation in the digital economy
- Establishing and managing relationships on social media
- How to boost your SEO and online presence
- Tackling fake content and media bias in the digital era.
This presentation was from the webinar "Crowdsourcing for Product Managers" held on May 31/11. It looks at crowdsourcing as an option for product managers to help build better products, stay in tune with the market, and create stickiness with prospects and customers.
This presentation was given at the 2012 Online Research Methods Conference in London, UK. The content focuses on an overview of crowdsourcing as a possible research methodology when appropriate.
Design Management is about linking
" Good Design " &
" Excellence in Management "
So what are the challenges of successful management ? Look into the best thinkers in management pertinent for DM and share .Post 3 /7
If you missed the previous posts
send us an email bbm@designence.com
we shall send them to you with pleasure .
This is the Second out of Seven Articles
co -written by
Steinar Valade-Amland and myself
on
Design Thinking, Design Management
and how to coordinate both strategically .
If you miss number 1/7 send me an email bbm@designence.com and I will send it to you .
Co-Creation & Co-Creativity - innovating together with end-users on-line and ...Liliane Kuiper-Hoyng
TNO has a lot of experience with off-line co-creation. On-line co-creation seems to offer benefits for the cocreation process, especially if it is integrated in the companies overall product development process. Current on-line tools also have some drawbacks, but these are quickly being improved in th new generation on-line co-creations platforms.
From strategy centers to maker spaces, learn how brands like PBJS clients PayPal, eBay and Coupons.com can plan, design and build dedicated venues for fostering the collaboration and experimentation they need to keep ahead of the proverbial curve.
"Co-creation" and "Experience Co-Creation" in Health CareA.R.J. (Rob) Halkes
Co-Creation and Experience Co-Creation are two terms which appear usually as puzzling to those who learn about it for the first time. They often think it is like doing or working together. Instead, it is just because of failing cooperation and collaborative work approaches that co-creation is relevant. It is highly successful in many of branches. To health care there are activities and projects that worked with it. But in general the Health Care Business is not easily changing to these unavoidable methods to create personalised care, and an effective eco system and context to enable self management by patients. Here's the introduction.
Fronteer Strategy Whitepaper - 9 Ways To Get Your Team Ready for Co-creation ...Fronteer Strategy
9 Practical ways to overcome the organisational, social & psychological barriers to co-creation within your organisation by giving direction, motivating your team and leading change
The way businesses need to organize and behave has fundamentally shifted. Across industries, companies, and organizational functions, we have heard many of the world’s most innovative companies echo the same challenge: businesses must urgently embrace a more nimble and entrepreneurial approach in order to stay competitive. We call this challenge of how big companies can leverage scale while staying innovative “big entrepreneurship.” This report aims to deconstruct some of the complex challenges around big entrepreneurship and provide actionable insights for business leaders.
This report was created by Fahrenheit 212, a global innovation strategy and design firm. We define innovation strategies and develop new products, services, and experiences that create sustainable, profitable growth for our clients. We challenge the belief that innovation is inherently unreliable and have spent the last decade designing the method, building the model, and assembling the minds to make innovation a predictable driver of growth for our clients' businesses.
How to cook up meaningful innovation with an innovation lab.
The way businesses need to organize and behave has fundamentally shifted. Across industries, companies, and organizational functions, we have heard many of the world’s most innovative companies echo the same challenge: businesses must urgently embrace a more nimble and entrepreneurial approach in order to stay competitive. We call this challenge of how big companies can leverage scale while staying innovative “big entrepreneurship.” Incubating Innovation is one of five pieces in our report, Big Entrepreneurship, aimed at deconstructing some of the complex challenges around big entrepreneurship and provide actionable insights for business leaders.
This report was created by Fahrenheit 212, a global innovation strategy and design firm. We define innovation strategies and develop new products, services, and experiences that create sustainable, profitable growth for our clients. We challenge the belief that innovation is inherently unreliable and have spent the last decade designing the method, building the model, and assembling the minds to make innovation a predictable driver of growth for our clients' businesses.
Voice of the Market to Spur InnovationMichael Barr
The slides show how to bring Voice of the Market into your innovation process. Customers don’t know what they need, but using insight to understand and continuously blend customer needs with your capabilities* will allow you generate new innovations.
Mobile Voice 2012 – Evangelizing Voice: Lessons learned in design innovationStephen Gay
About the talk – “How do you drive the adoption of voice in an organization with a long GUI-only history? We’ll share the frameworks we used to evangelize voice, as well as key insights and design principles that will help you start your own grassroots VUI movement in your organization.”
What is Co-Creation and Why is it a Competitive Advantage?VoiceBoxer
The language services and technologies industry is both highly competitive and rich in stakeholders. Doing business is not just about making your customer happy, but also your language resources, staff, investors, management, and more. VoiceBoxer is a Danish start-up offering a novel technology in the remote interpreting world: a multilingual web platform that allows presentations and webinars anywhere, in any language. The company’s recipe for success relies on the concept of co-creation, an approach that serves the interests of all stakeholders, and results in a real competitive advantage. In this session, we’ll discuss the notion of co-creation and explore how it has led to success for VoiceBoxer.
This presentation was given by Andrea Baccenetti, Co-Founder and COO of VoiceBoxer at GALA Sevilla on March 23rd 2015
One Africa Network Webinar: Branding and Marketing in the Digital AgeSSCG Consulting
On Thursday 06 August 2020, One Africa Network (OAN) live discussion webcast on Branding and Marketing in the Digital Age.
Topics included:
- How social media, digital and remote economy reshaped marketing communication
- Essential principal of digital marketing
- Effective social media management strategies and best practices
- How to develop effective and engaging content
- Building credibility and protecting your brand reputation in the digital economy
- Establishing and managing relationships on social media
- How to boost your SEO and online presence
- Tackling fake content and media bias in the digital era.
This presentation was from the webinar "Crowdsourcing for Product Managers" held on May 31/11. It looks at crowdsourcing as an option for product managers to help build better products, stay in tune with the market, and create stickiness with prospects and customers.
This presentation was given at the 2012 Online Research Methods Conference in London, UK. The content focuses on an overview of crowdsourcing as a possible research methodology when appropriate.
Design Management is about linking
" Good Design " &
" Excellence in Management "
So what are the challenges of successful management ? Look into the best thinkers in management pertinent for DM and share .Post 3 /7
If you missed the previous posts
send us an email bbm@designence.com
we shall send them to you with pleasure .
This is the Second out of Seven Articles
co -written by
Steinar Valade-Amland and myself
on
Design Thinking, Design Management
and how to coordinate both strategically .
If you miss number 1/7 send me an email bbm@designence.com and I will send it to you .
Co-Creation & Co-Creativity - innovating together with end-users on-line and ...Liliane Kuiper-Hoyng
TNO has a lot of experience with off-line co-creation. On-line co-creation seems to offer benefits for the cocreation process, especially if it is integrated in the companies overall product development process. Current on-line tools also have some drawbacks, but these are quickly being improved in th new generation on-line co-creations platforms.
From strategy centers to maker spaces, learn how brands like PBJS clients PayPal, eBay and Coupons.com can plan, design and build dedicated venues for fostering the collaboration and experimentation they need to keep ahead of the proverbial curve.
"Co-creation" and "Experience Co-Creation" in Health CareA.R.J. (Rob) Halkes
Co-Creation and Experience Co-Creation are two terms which appear usually as puzzling to those who learn about it for the first time. They often think it is like doing or working together. Instead, it is just because of failing cooperation and collaborative work approaches that co-creation is relevant. It is highly successful in many of branches. To health care there are activities and projects that worked with it. But in general the Health Care Business is not easily changing to these unavoidable methods to create personalised care, and an effective eco system and context to enable self management by patients. Here's the introduction.
Fronteer Strategy Whitepaper - 9 Ways To Get Your Team Ready for Co-creation ...Fronteer Strategy
9 Practical ways to overcome the organisational, social & psychological barriers to co-creation within your organisation by giving direction, motivating your team and leading change
The way businesses need to organize and behave has fundamentally shifted. Across industries, companies, and organizational functions, we have heard many of the world’s most innovative companies echo the same challenge: businesses must urgently embrace a more nimble and entrepreneurial approach in order to stay competitive. We call this challenge of how big companies can leverage scale while staying innovative “big entrepreneurship.” This report aims to deconstruct some of the complex challenges around big entrepreneurship and provide actionable insights for business leaders.
This report was created by Fahrenheit 212, a global innovation strategy and design firm. We define innovation strategies and develop new products, services, and experiences that create sustainable, profitable growth for our clients. We challenge the belief that innovation is inherently unreliable and have spent the last decade designing the method, building the model, and assembling the minds to make innovation a predictable driver of growth for our clients' businesses.
How to cook up meaningful innovation with an innovation lab.
The way businesses need to organize and behave has fundamentally shifted. Across industries, companies, and organizational functions, we have heard many of the world’s most innovative companies echo the same challenge: businesses must urgently embrace a more nimble and entrepreneurial approach in order to stay competitive. We call this challenge of how big companies can leverage scale while staying innovative “big entrepreneurship.” Incubating Innovation is one of five pieces in our report, Big Entrepreneurship, aimed at deconstructing some of the complex challenges around big entrepreneurship and provide actionable insights for business leaders.
This report was created by Fahrenheit 212, a global innovation strategy and design firm. We define innovation strategies and develop new products, services, and experiences that create sustainable, profitable growth for our clients. We challenge the belief that innovation is inherently unreliable and have spent the last decade designing the method, building the model, and assembling the minds to make innovation a predictable driver of growth for our clients' businesses.
Voice of the Market to Spur InnovationMichael Barr
The slides show how to bring Voice of the Market into your innovation process. Customers don’t know what they need, but using insight to understand and continuously blend customer needs with your capabilities* will allow you generate new innovations.
Mobile Voice 2012 – Evangelizing Voice: Lessons learned in design innovationStephen Gay
About the talk – “How do you drive the adoption of voice in an organization with a long GUI-only history? We’ll share the frameworks we used to evangelize voice, as well as key insights and design principles that will help you start your own grassroots VUI movement in your organization.”
Recorded webinar given by Tony Ulwick, CEO of Strategyn. "Silence the Voice of the Customer" reveals why it's time to breakaway from VOC methodology and try a new approach. Original airdate: 4/20/11
Get on top of Innovation by understanding the essentials. What it is. The types of Innovation and the elements of an Innovation ecosystem. Thanks for viewing orxil(a)yahoo.com
Advertising agencies are obsessed with innovation. They also have one of the most unique sets of creative talent of any industry. Yet the creative department is the most suspicious of "innovation" of any group at the agency. Could it be that actually Creative Directors hold the keys to converting ad agencies into what so many desire: innovation partners to clients?
(special thanks to @seelydiaplay for presentation design help)
Voice of the Customer may be one of the most misunderstood concepts in the product management process. Unfortunately any survey or conversation with a customer these days is labeled as "Voice of the Customer" and just viewed as a "check box" item. In this discussion we will describe how there are different approaches to collecting the Voice of the Customer and how the wrong approach will unintentionally bias the results that are obtained. We will relate different Voice of the Customer approaches with project portfolio classifications for product development. Recommendations for how to apply them in different segments of the value chain will also be provided.
About the Speaker:
Dr. Jose A. Briones is a Sr. Consultant with C-Level Advisors a team of senior level experts and analysts that work with companies in developing business strategy, acquiring and integrating companies, creating alliances, creating go-to-market strategies, and designing product portfolios. He has 20 years of commercial and technical experience in the manufacturing and technology industries, holding positions in the areas of marketing, innovation, sales, engineering and R&D.
Dr. Briones has been the leader in the commercialization of over 40 products in the fields of chemicals, materials, apps and cloud software in the U.S., Europe and Latin America. He has been named as inventor in 7 patents.
Upcoming Events
Reserve your seat for the next AIPMM webinar. Visit: http://aipmm.com/aipmm_webinars/.
Want To Certify Your Team?
If you have a product team of 10 or more that you want to certify, visit: http://bit.ly/1bzjUYB.
About AIPMM
The AIPMM is the hub of all things product management. It is where product professionals go for answers. With members in over 65 countries, it is the worldwide certifying body of product team professionals.
It is the world's largest professional organization of product managers, brand managers, product marketing managers and other product team professionals who are responsible for guiding their organizations, or clients, through a constantly changing business landscape.
AIPMM's certification programs are internationally recognized because they allow product professionals to demonstrate their expertise and provide corporate members an assurance that their product management and marketing teams are operating at a high competency level.
Visit http://www.aipmm.com.
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Using Content Analytics To Amplify The “Voice of the Customer”G3 Communications
Best-in-class Content Analytics provides an advanced search and analytics platform that enables better decision-making from the enterprise content, regardless of the source or format. Using Content Analytics, retailers can understand the meaning and context of human language. By rapidly processing information, Content Analytics allows organizations to improve knowledge-driven search and surface new insights from enterprise content.
IBM’s Content Analytics uses the same Natural Language Processing (NLP) technologies as IBM Watson DeepQA, the world’s most advanced question-answering machine. This webinar will explain how companies can apply IBM Content Analytics to customer email, call center logs, chats, correspondence and other forms of text and “unstructured” content to obtain a more detailed and accurate understanding of customers, products, market segments and competitors.
The new power of the customer voice - social media's place in businessTom Raftery
Social Media have given the customer a new voice, a powerful voice they haven't had before.
How are they using that voice, and how can your business benefit from it?
This presentation (for the Atos customer CxO forum in Brussels) seeks to answer some of those questions.
Welcome to the customer revolution - how insurers can drive profitability and...EY
EY's customer centricity presentation shows how insurers can drive profitability and market leadership through better customer relationships and a focus on innovation.
For more information on the journey insurer's are taking towards customer centricity including results of EY's Global Consumer Insurance Survey 2012 report "Voice of the Customer", visit: http://www.ey.com/GL/en/Industries/Financial-Services/Insurance/The-journey-toward-greater-customer-centricity
Why the Way You Collect the Voice of the Customer MattersJose Briones
Voice of the Customer may be one of the most misunderstood concepts in the product management process. Unfortunately any survey or conversation with a customer these days is labeled as “Voice of the Customer” and just viewed as a “check box” item.
We will relate different Voice of the Customer approaches with project portfolio classifications for product development
Evangelizing and Designing Voice User Interface: Adopting VUI in a GUI worldStephen Gay
Evangelizing and designing voice user interface in an organization with a long GUI-only history.
Apple’s Siri and Google Now have ignited consumers’ interest in voice user interface (VUI) by delivering valuable and delightful customer experiences. Innovative companies can leverage VUI solutions to create a competitive advantage. But how do you drive the adoption of VUI in an organization with a long GUI-only history? We'll share the frameworks we used to evangelize VUI, offer key insights and design principles to help you start your own grassroots VUI movement, and provide best practices and a VUI brainstorming canvas.
Digium 'Demo & Eggs' Breakfast Presentation slides, as shown at WebRTC World III on November 21, 2013.
These slides we used in a presentation which also featured a live demo of a WebRTC-enabled Asterisk appliance (based on a Raspberry Pi just for fun) serving a web page that contained the JsSIP soft phone.
Audience members were able to connect to our WiFi network and use Chrome or Firefox to browse to this page, and them make a call to each other, to a Digium phone, to hear a message from Allison (THE Voice of Asterisk) or to go into a conference call with each other.
Where social media is today. Where it's headed. What is HOLDING brands/biz back. Includes a social media maturity framework for digital strategists.
If you download - please add a comment.
Laurie Dillon-Schalk's keynote for IBM's Retail Fall Showcase on Nov. 2nd, 2011
A primer on Social Media & how to build a social media plan. References: Groundswell (book by Forrester Analysts), Social Media Metrics, Trust Agents, ClueTrain Manifesto etc
Your brand isn’t just what you say it is. It’s also about what your employees, customers, prospects, competitors, and world at large say it is.
As we like to say, a brand is the sum of all conversations, and in the fast-moving and dynamic world of social media, you want to have a handle on how your brand is being perceived out there.
Knowledge360 helps you get better grip on your online brand. In other words we provide you “Social Branding” solutions.
Marjorie Kase led discussion on the fundamentals and immense value of social media for business during her presentation to BDPA Los Angeles chapter on April 10, 2010.
Working Social Becoming A Collaborative Firm ALPMA WebinarDavid Blumentals
Today, every law firm increasingly relies upon being able to prosper online to succeed – or even to survive – competitively.
What this means is that every law firm needs to invest at least some resources into a specific goal: becoming a more “social” firm.
A look at how organizations can use social listening and analysis as input into their social media and business strategies. Shares case studies, use cases, and processes.
What this means for businesses is the time to embrace social media channels to reach customers and
prospects is now. And while social media marketing and communications is no small task to undertake,
there are six objectives every company should consider to have at the core of their social activity.
I gave this presentation at the International Programs Office of the City of Austin on Feb 24, 2012. It combines several previous presentations and Thank you to the CIty of Austin for t
Fra Markedu's Facebook markedsføring og tips webseminar på dansk
Webseminaret giver en introduktion til hvordan man bør tænke for at få mest mulig success med markedsføring via Facebook.
Social Media: Myths & Realities of Web 2.0Monica Wright
This is a presentation conducted at the Systems Engineering Social Media Lunch & Learn on 6/24/09. Agenda covered the following:
• Define social media and its role within the marketing mix
• Web marketing and the different contexts of search and
social
• How people get socially connected and the social media
landscape
• Explore the Five Reasons for Engagement
• Review examples and case studies
• How do you start a social media campaign?
• Once you’re out there, how do you manage your online
reputation?
• What’s the ROI?
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.
INTEGRATED MARKETING - GETTING IT RIGHTHnyB Untangle
Social Media Strategy & Delivery for Business. HnyB Untangle – A Specialist Social Branding and Promotion Company delivering Social Branding, Social Advertising, Social Marketing and Social PR solutions.
HnyB Untangle is an agency fuelled by passion to create brands which are loved by people and is driven by smart thinking.
HnyB Untangle engage Social Branding opportunities with innovative solutions crafted to produce measurable results.
HnyB Untangle's brand of creative strategic solutions are defined by our people, our processes, our network and exhaustive experience of our team.
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
Drive More Revenue from Your Social Strategy in 2013Get Satisfaction
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.
Drive More Revenue from Your Social Strategy in 2013
Social Media as Customer-Driven Innovation
1. FEI: Voice of Customer Summit
Social Media for Customer Driven Innovation
Scott Hirsch
VP of Business Development
May 3, 2010
2. Agenda
• About Me!
• Current State: Social Media As a Tool!
• Future State: Social Business and Customer Collaboration!
• “The Power of Like” and the Rise of Facebook!
• Social Commerce: A Disruptive Innovation on the Horizon!
• Questions and Answers!
3. About Me
Scott Hirsch
VP of Business Development
Get Satisfaction
scotth@getsatisfaction.com
Social CRM is neither social nor CRM … discuss
The Future Is Social Business
5. Where I come from …
7 years in Non-profit/Public Sector
Haas School of Business @ Berkeley
- Product Design and Development
- Haas Social Venture Competition
Adaptive Path – User Experience Design Firm
- Really skeptical of traditional customer “research”
- The power Contextual inquiry
Management Innovation Group – Boutique Strategy Firm
- Pioneered of internal collaboration tools/process
- Early stages of social media
6. The Story of Enterprise 2.0 and Social Media
Was Foreseen Many Years Ago
"Long-term commitment to
new learning and new
philosophy is required of any
management that seeks
Macroforces
transformation. The timid and
the fainthearted, and the
change
people that expect quick
Relationships
results, are doomed to
disappointment.“
- - W. E D WA R D S D E M I N G !
7. How do you sleep well at night?
Honesty
Openness
Willingness
(transparency)
9. Social Media is Not New
User Forms
Forums are some of the oldest technology on the web
10. Social Media is Not a Destination
Frank Eliason –
Starts responding to
support-related tweets
under the user name:
ComcastCares
The innovation here came from the brand’s
willingness to pro-actively reach out to
customers with service/support issues
11. Social Media is Not “Yours”
Customers create
community around
the things that they
care about.
The obligation is on
Companies to claim
their space
Innovation here is create social media “spaces”
that customers want to engage around.
12. Social Media is Not Just a Channel or Two
New platforms will
continue to emerge.
The trick is knowing
how to assess
relevance.
Innovation here is to know what channels matter
to your business … not being afraid to engage
13. Above All, Social Media Is Just a Tool …
The Value is in the Conversation
Analogy:
The telephone transformed business … but the telephone
didn’t create value.
The ability to converse over distance in real-time created
value. The telephone was just a tool.
Taking it a step further, email transformed business by
documenting conversations
Social media transforms business by enabling many-to-
many conversations between customers and brands.
14. Here’s Why You Should Care …
VOC Conversations Have Value Everywhere
Feature Voting
Product
Advocacy
R&D
Marketing
Crowd-sourced Ideas
Social Ads
Service /
Sales
Support
Self-serve Set-up
15. Where is the Conversation in Social Media?
Reach! Conversational Business
Structure! Relevance!
Forums! Walled destination! Two-way, but closed! Service / Support!
R&D!
Blogs! Readers, but good One-to-many Product!
SEO! except in comments! Marketing !
Twitter! Followers! Broadcast, not Service / Support!
conversation! PR … Marketing? !
Facebook! Social Graph of Conversational, but Marketing!
“People like me”! closed to Facebook! Sales!
Yelp Locally powerful! Broadcast! Marketing !
Foursquare! Sales!
Get Satisfaction innovates by aggregating multiple
social media channels into one social platform
16. Social Business is the Next Step
Encourage Aggregate Use Across
Create Value!
Conversation! Knowledge! Disciplines!
Get Satisfaction is a platform for:
• Encouraging conversation in your social web channels:
Facebook, Twitter, and on your website.
• Aggregating the knowledge created by these
conversations into one social platform.
• Facilitating use of customer knowledge across disciplines
(service, support, marketing, sales, R&D, etc.).
• Using this insight to create value both internally and for
your customers.
• Social Business delivers ROI for social media
17. Get Satisfaction Case Study
Mint.com Problem Statement
• Mint was experiencing exponential user growth
• Product roadmap was aggressive and in need of user
input for prioritization
• Tier 1 support was a user forum with poor search
functionality and low adoption
• Tier 2 support was email – backlog sometimes
approached 2 weeks
• Due to nature of support questions, peer-to-peer support
was critical for success
Encourage Aggregate Use Across
Create Value!
Conversation! Knowledge! Disciplines!
18. Encourage Conversation
Encourage
Conversation!
Not a forum taxonomy
Call to action is very
simply “ask a question”
Best Practices
• Use a conversational, easy-to-navigate medium
• Forums don’t work … up to 50% of customers
immediately navigate away.
19. Aggregate
Aggregate Knowledge
Knowledge!
Best Practices
• Aggregate the knowledge created by these
conversations into one platform with natural language
search.
• Integrate social knowledge into your system of record
(e.g., Salesforce.com, Parature, etc.)
20. Use Across
Use Across Disciplines
Disciplines!
Best Practices
• Cross-functional
involvement in the
conversation
• Providing an “official
answer” when there
is one
• Open-ness and
transparency build
brand and goodwill
(marketing benefit)
21. Create Value
Create Value!
Best Practices
• Use a platform that will aggregate even more customer
conversation (open, optimized for search engines)
• Delivers value to marketing (SEO) and service/support
… as well as to customers by providing answers to
questions
22. Let’s Talk About Facebook
Basic Facebook Stats
• Facebook is big and getting bigger … 400M users, 50% return
daily, 25min session time, 100M mobile users
• Only 4 of the top 30 fan pages are brands
• But … 10 of the 30 fastest growing fan pages are brands
What does this mean?
• Your most social customers are on Facebook - Real people
talking about things they are passionate about
• Facebook’s social graph is representative of strong
relationships and support viral effects!
• “People like me” are your brand’s best advocates/promoters
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23. Managing Customer Engagement on Fan
Pages Presents Challenges
• The Wall changes quickly
(limited exposure of valuable content to fans)
• There is no search function
(costly, repetitive responses)
• The content has no permanence
(limited value to internal teams/systems)
• Content is not optimized for SEO
(limited leverage of user generated content)
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24. The Get Satisfaction Facebook Overview
We search for
answers
Content is
liberated from
And display post questions,
Consumers the Facebook
brand’s response
and praise
problems, ideas,
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25. We Make the Fan Page Create More Value
Encourage • GS is designed for productive conversations
Conversation! - Questions, problems, ideas, and praise
Aggregate • Customer conversations are transformed
Knowledge! - Into multi-purpose, re-usable, searchable knowledge
Use Across • Fan page content is hosted in GS, not Facebook
Disciplines! - Can be shared internally or pushed to your web site
• Social knowledge benefits the whole organization
Create Value!
- Service, support, consumer relations, marketing, sales
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Engaged customers are loyal customers
27. Next on the horizon
• Social Currency – Cross-platform reputation
• Social Commerce
• Conversational Advertising
There is less trust of big companies, more trust of
“People Like Me” (Edelman)
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28. Social Business Trends
67% of consumer purchases are primarily influenced by
Word of Mouth (McKinsey)
What does this mean for Ecommerce?
• From Efficiency (eBay) to Experience (Zappos)
• From Transactions (Overstock) to Relationships
(Gilt.com)
• One-to-many Customer Service is the New
Marketing
Problem: How to leverage Word of Mouth Marketing in
eCommerce
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29. Opportunity:
UGC to drive Word of Mouth Marketing
UGC Evolution: Ratings/Reviews -> Q&A -> ?
“The marginal value of each additional product review approaches zero”
– anonymous CPG executive
Conversations!
• Service Reps become sales people
• Customers answer each other’s product questions;
champions/advocates can be rewarded
• Brand/product advocates emerge and their content
can be syndicated other places
Free yourself from Google!
Community content is also a great driver of SEO
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