The document discusses strategies for enhancing customer engagement and experience through social media, emphasizing the importance of understanding audience emotions and building authentic connections. It highlights projected growth in social data, the need for deep engagement, and provides case studies of partnerships with brands like CCM Hockey and DoubleDutch, showcasing successful engagement campaigns. The document concludes with insights on the future of marketing technology and the role of predictive modeling in identifying engaged audiences.

1. 1
#CX
UGENS

2. 2
#CX
2
Ca)e
Ivey
Cou)nho
VP
of
Client
Partnerships
at
Insightpool
@ca)ecou)nho

3. 3
#CX
Establish
a
Genuine
and
Unique
Voice
1

4. 4
#CX
How
Social
Media
Impacts
the
Customer
Journey
Know
How
You
Want
Your
Audience
To
Feel
Establish
a
Genuine
and
Unique
Voice
I’ve
learned
that
people
will
forget
what
you
said,
people
will
forget
what
you
did,
but
people
will
never
forget
how
you
made
them
feel.

5. 5
#CX
Understand
Your
Customers
in
a
New
Way
2

6. 6
#CX
Understand
Your
Customers
in
a
New
Way
Characteris/cs
Demographics
VS

7. 7
#CX
Understand
Your
Customers
in
a
New
Way
Know
How
You
Want
Your
Audience
To
Feel
By
2020,
social
data
will
increase
600%,
75%
of
which
will
be
created
by
customers,
not
businesses.

8. 8
#CX
Understand
Your
Customers
in
a
New
Way
Know
How
You
Want
Your
Audience
To
Feel
By
2020,
social
data
will
increase
600%,
75%
of
which
will
be
created
by
customers,
not
businesses.

9. 9
#CX
Build
Deeper,
More
Authen)c
Connec)ons
3

10. 10
#CX
Remain
Human
and
Empathe)c
Discover
the
Audience’s
Wants
and
Needs
Build
deeper,
more
authen)c
connec)ons

11. 11
#CX
Partnering
with
CCM
Hockey
to
Power
Word
of
Mouth
Iden/fied
highly
engaged
poten/al
audiences
interested
in
relevant
topics
1
Custom
engagement
and
ac/va/on
campaigns
focused
on
interac/ve
messaging
and
benefits
of
customiza/on
2
Drove
highly
engaged
par/cipants
into
a
UGC
program
that
allowed
them
to
share
their
Goalie
Customizer
experiences
3
Key
Results
55,314
reached
(targets
and
their
networks)
51%
acquisi/on
487%
click
rate
(clicks/tweets)
CCM,
the
legendary
hockey
brand,
wanted
to
build
awareness
around
their
new
business
line
–
The
Goalie
Customizer
–
to
current
loyal
audience
and
poten/al
new
users.

12. 12
#CX
Build
Deeper,
more
Authen)c
Connec)ons
Start
using
social
to
show
genuine
customer
love…

13. 13
#CX
Build
a
Deeper,
Authen)c
Connec)on
…and
you’ll
be
amazed
at
the
results!

14. 14
#CX
Listen
to
Customers
&
Respond
with
Insights
4

15. 15
#CX
Partnering
with
DoubleDutch
to
Power
Word
of
Mouth
Iden/fied
poten/al
event
aRendees
interested
in
relevant
topics.
1
Custom
engagement
and
ac/va/on
campaigns
focused
on
booth
incen/ves
and
educa/onal
sessions.
2
3
Key
Results
DoubleDutch,
the
leading
provider
of
event
tech
solu/ons,
wanted
to
build
awareness
around
their
event
booth
–
IMEX–
to
relevant
event
aRendees.
Drove
buzz
around
DoubleDutch’s
presence
at
the
event
as
well
as
relevant
traffic
to
their
booth.
98%
like
rate
3.5K
expanded
impressions
560%
click
rate
(clicks/tweets)

16. 16
#CX
Engage
with
Customers
Over
Time
5

17. 17
#CX
Re-­‐imagining
ongoing
customer
engagement:

18. 18
#CX
Rela)onships
take
)me…consistency
is
key.

19. 19
#CX
The
Future
of
the
Customer
Experience
&
Social
Data
6

20. 20
#CX
We
expect
technology
spend
by
CMOs
to
increase
10x
in
10
Years
From
$12
billion
to
$120
billion
unlocking
a
huge
opportunity
for
marke)ng
Technology
companies
and
opening
the
door
To
the
decade
of
the
CMO

21. 21
#CX
The MadTech Catalyst
MADTECH
in
10
years
10x
$120
Billion
per
year

22. 22
#CX
Insightpool’s
plaYorm
is
the
leading
resource
for
marketers
to
find
untapped
social
audiences
and
drive
them
into
relevant
word
of
mouth
engagement
paths.
Powering
Predic)ve
Word
of
Mouth
Marke)ng
a
Predic/ve
modeling
iden/fies
high
engagement
poten/al
social
audiences
Streamlined
campaign
and
nurture
track
interface
Robust
analy/cs
and
insight
engine
with
predic/ve
learning
paths
How
Do
We
Do
This?

23. 23
#CX
Q&A
Contact
us
today:
Insightpool.com
marke/ng@insightpool.com
@Insightpool.com
hRp://bit.ly/1lUZYZ6