Post on 20-Aug-2015
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The State of the Satisfaction• Customer online influence continues to grow
– 78% of American adults use internet (PEW report)
– FB is world’s third largest country (behind China/India)
– 40% of mobile users use a smart phone (Nielsen)
• Social Technology Market is defined– Social CRM declared by Gartner as a $1B market
• Social is core to growth – 20% of CMO's budget allocated to social
– Executive level and cross-functional visibility and support
• Get Satisfaction: 65,000 communities, 4+ million user profiles
• 40 million unique visitors per month to our network
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Anywhere
Customer engagement anywhere– Website
– Facebook/Twitter/Social Networks
– Mobile
– Search
– Language
Get Satisfaction is the leading customer engagement platform that helps 65,000 companies build better relationships with
their customers and prospects.
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Anywhere
We humanize customer relationships by helping companies engage in open,
honest conversations with their customers, wherever they are.
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The conversatio
n is happening
Content drives
customer service and marketing
Authenticity is about
trust
“Controlling the conversation is
like trying to force a date to
go well”- Chis Brogan
Competition has changed forever.To compete effectively, companies must become customer-obsessed.
Photo by joiseyshowaa via Flickr
A customer-obsessed company focuses its strategy, its energy, and its budget on processes that enhance knowledge of and engagement with customers and prioritizes these over maintaining traditional competitive barriers.
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Social Media
Social Business
Social CRM
Social Commerce
“To compete in this brave new world, we must unabashedly embrace the uncertainty of human contact.”- can’t remember…
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1.0… 2.0… Social…
ProcessesCompany focus
TransactionsCentralized
Content management
ConversationsCustomers at the centerRelationshipsDispersedContent curation
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Marketing Use CaseMake community an essential part of marketing
Build brand & generate leads
Blend social throughout your website
Feature customer praise and Q&A to prospects
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e-Commerce use CaseEmbed customer product praise within purchase flow
Customer advocates & product champions answer pre-sales questions
Identify & highlight customer conversations that improve commerce conversion
Community& FAQs
DeliveryInfo
ServiceReviews
ProductReviews
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Support Use CaseEmbed your support community anywhere on your website
Prioritize top support issues
Easily link support answers to specific product pages
Generate dynamic FAQs from trending questions and embed anywhere
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Product Feedback Use CaseBuild the products and features your customers actually want
Create trial or beta communities for customers to share ideas
Generate and capture buzz for product launch
1. Seek real-time insights to build products customers will embrace
Invest in social listening
Strategic research, not slow surveysIdentify latent needs
2. Spend on customer experience and customer service
Free call center slaves Invest in customer experience
3. Fund sales channels that deliver intelligence, not just push
Prioritize end users over channels Obsess about repeat business over new
4. Shift marketing away from one-way ads to useful interactive content
Measurable social apps
Instantly valuable mobile apps
Useful content
300% Increase in Customers5x Increase in Order Volume30% Decrease in Support Contacts0 New Employees to Manage
50% decrease in support costs53% decrease in support
contacts42,000 unique visitors per week
66 employees contributing
Growth: Proven Customer Results
Daily Customer Communications
First Call Resolution Rate
Startup Time10 Minutes!
Number ofParticipants
MoneySaved
TopicsCreated1,200
Number of Support Tickets:
Before
After
80% INCREASE in Community Traffic
80% DECREASE in Support Requests
96,000 Community Members26,000 Community Topics