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Voice of the (Social)Customer: Listen and Then Act
Voice of the (Social) Customer
Voice of the (Social) Customer “ The revolution has  not  been a business revolution, it has been a social revolution – one in how we communicate.” –  Me, 2009
VOICE OF THE (SOCIAL) CUSTOMER ,[object Object]
[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Voice of the (Social) Customer
[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Voice of the (Social) Customer
Voice of the (Social) Customer ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
[object Object],[object Object],[object Object],[object Object],Voice of the (Social) Customer
[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Voice of the (Social) Customer
[object Object],[object Object],[object Object],[object Object],Voice of the (Social) Customer
Voice of the (Social) Customer Source: Brian Solis
[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Voice of the (Social) Customer
 
VOICE OF THE (SOCIAL) CUSTOMER ,[object Object]
[object Object],[object Object],[object Object],Voice of the (Social) Customer
[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Voice of the (Social) Customer
[object Object],[object Object],[object Object],[object Object],Voice of the (Social) Customer
[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Voice of the (Social) Customer
[object Object],[object Object],[object Object],[object Object],[object Object],Voice of the (Social) Customer
Bad customer service can go viral Voice of the (Social) Customer
Great customer service & insight can create advocates – who can go viral Voice of the (Social) Customer
VOICE OF THE (SOCIAL) CUSTOMER ,[object Object],Voice of the (Social) Customer
It’s all built around the conversation... Voice of the (Social) Customer
NETWORK ,[object Object],Influence VOLUME Tonality Frequency Voice of the (Social) Customer
[object Object],Please don’t call me again
And at the level of the individual phone call…. Voice of the (Social) Customer DECIBELS Emotion Detection Keywords/phrases Tempo Context
[object Object],Voice of the (Social) Customer
[object Object]
Voice of the (Social) Customer What does this picture tell you? I’m asleep I’m frustrated I’m dead I’m exhausted
[object Object],Voice of the (Social) Customer
[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Voice of the (Social) Customer
[object Object],Voice of the (Social) Customer
[object Object],[object Object],Voice of the (Social) Customer
[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Voice of the (Social) Customer
[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Voice of the (Social) Customer
[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Voice of the (Social) Customer
Voice of the (Social) Customer Source: Donna Fluss, DMG Consulting, March 2007 Key Speech Analytics Benefits re: Customers Savings & Benefits of Speech Analytics Hard $$ Soft $$ Staff Reduction in agents X X Reduction in QA staff X Increased supervisory efficiency X Cost Reduction in call volume x Increased FCR x   Reduction in agent talktime x Reduction in hold time x   Reduction in line charges x Reduction in agent turnover x Revenue Increased sales x Decreased cost of sales x Increased campaign conversion rate x Corporate Improved regulatory compliance x x Improved customer experience   x Improved customer loyalty and branding   x Timely competitive information x
[object Object],[object Object],[object Object],[object Object],[object Object],Voice of the (Social) Customer Chances are good you are a social customer. So think like one. Please.
Author: CRM at the Speed of Light (4th Edition, November, 2009) President: The 56 Group, LLC Managing Partner/CCO: BPT Partners, EVP: National CRM Assn. Co-Chair: Rutgers CRM Research Center Named #1 CRM Influencer (Non Vendor) by InsideCRM 2007 Named #1 CRM Blogger 2005, twice in 2007 by TechTarget and InsideCRM & InsideCRM 2008 CRM Magazine 2008 Top Influencer PGreenblog:  http://the56group.typepad.com Social CRM: The Conversation (ZDNET):  http://blogs.zdnet.com/crm Email:  [email_address] Twitter:  http://www.twitter.com/pgreenbe Facebook: http://www.facebook.com/pgreenbe Cell phone: 703-551-2337 THANK YOU Voice of the (Social) Customer

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Voice Of The Customer 2009

  • 1. Voice of the (Social)Customer: Listen and Then Act
  • 2. Voice of the (Social) Customer
  • 3. Voice of the (Social) Customer “ The revolution has not been a business revolution, it has been a social revolution – one in how we communicate.” – Me, 2009
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  • 11. Voice of the (Social) Customer Source: Brian Solis
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  • 20. Bad customer service can go viral Voice of the (Social) Customer
  • 21. Great customer service & insight can create advocates – who can go viral Voice of the (Social) Customer
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  • 23. It’s all built around the conversation... Voice of the (Social) Customer
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  • 26. And at the level of the individual phone call…. Voice of the (Social) Customer DECIBELS Emotion Detection Keywords/phrases Tempo Context
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  • 29. Voice of the (Social) Customer What does this picture tell you? I’m asleep I’m frustrated I’m dead I’m exhausted
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  • 37. Voice of the (Social) Customer Source: Donna Fluss, DMG Consulting, March 2007 Key Speech Analytics Benefits re: Customers Savings & Benefits of Speech Analytics Hard $$ Soft $$ Staff Reduction in agents X X Reduction in QA staff X Increased supervisory efficiency X Cost Reduction in call volume x Increased FCR x   Reduction in agent talktime x Reduction in hold time x   Reduction in line charges x Reduction in agent turnover x Revenue Increased sales x Decreased cost of sales x Increased campaign conversion rate x Corporate Improved regulatory compliance x x Improved customer experience   x Improved customer loyalty and branding   x Timely competitive information x
  • 38.
  • 39. Author: CRM at the Speed of Light (4th Edition, November, 2009) President: The 56 Group, LLC Managing Partner/CCO: BPT Partners, EVP: National CRM Assn. Co-Chair: Rutgers CRM Research Center Named #1 CRM Influencer (Non Vendor) by InsideCRM 2007 Named #1 CRM Blogger 2005, twice in 2007 by TechTarget and InsideCRM & InsideCRM 2008 CRM Magazine 2008 Top Influencer PGreenblog: http://the56group.typepad.com Social CRM: The Conversation (ZDNET): http://blogs.zdnet.com/crm Email: [email_address] Twitter: http://www.twitter.com/pgreenbe Facebook: http://www.facebook.com/pgreenbe Cell phone: 703-551-2337 THANK YOU Voice of the (Social) Customer