Cctg Social Media Deck Final 2.1
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Transcript of Cctg Social Media Deck Final 2.1
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Robert TrentSenior Managing Partner
Contact Center Transformation Group, Inc.
Social Media for Contact Centers to drive revenue
Contact Center Transformation
Group, Inc.
Welcome!
If your interested in…
The impact Social Media and Social Networks are having on Contact Centers, you will want to see this presentation
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Discussion
Our Strategy Our Approach Client Showcase Our Value Proposition Next Steps / Discussion
Contact Center Transformation Group, Inc.
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Background
Contact Center Transformation Group, Inc.
System evolved and perfected over 13 years
Drive web site traffic through video channel and avatar distribution,
Applied “human factors” engineering around gain, fear, pride and imitation buying motivational drivers,
Utilizes hundreds of internet Web 2.0 platform, each with their own attributes,
Tuned continuously based on changing search engine optimization algorithms,
Data Extraction techniques for each 2.0 platform,
Design & build Mashup Data-marts unique to your objectives.
Our Conversion Optimization System
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ApproachStart with your existing Strategy
Contact Center Transformation Group, Inc.
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ApproachIntegrate Social Media Strategy
Contact Center Transformation Group, Inc.
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Traditional System Approach
Contact Center Transformation Group, Inc.
Trust
Use
Buy
Consider
ConsumerBehaviors
Consu
mer
Rela
tionsh
ip L
ifecy
cle
Target Market Universe
Aware
Target Market Universe
Key Symbols
The Objective:
Customers start a relationship with a need, then they move through stages we call the “customer relationship lifecycle”.
The objective is to reach the highest level of trust when they become advocates for your company, product and brand.
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Traditional System Approach
Aware
Buy
Use
Trust
Consider
ConsumerBehavior
RESULTS: Limited Sales Few Relationships
Consu
mer
Life
cycl
e
Traditional Mass Media Messaging
Strong influence s/Social Media
Sale / Lead Generation
Missed opportunity to influence
Message delivery from traditional media
Key Symbols
• TV Media Spot Purchases
• Local & National News Papers
• Syndicated radio & TV
•Outdoor Marketing
• Event Sponsorships
• Co-Promotional Campaigns
Contact Center Transformation Group, Inc.
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Online Asset Framework Approach
Aware
Buy
Use
Trust
Consider
ConsumerBehavior
RESULTS: More Sales Strong Relationships
Consu
mer
Life
cycl
e
Influence draft via Social Networks
Strong influence s/Social Media
Sale / Lead Generation
Missed opportunity to influence
Building relationship /Social Media ONLY
Key Symbols
Span of opportunity to influence choice Social Network Impact Pyramid (SNIP )
Influence draft feeds INCREASED buying behavior
Contact Center Transformation Group, Inc.
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Power of Combined Approach
Aware
Buy
Use
Trust
Consider
ConsumerBehavior
Span of opportunity to influence choice RESULTS: Sales Optimization Strong Relationships
Consu
mer
Life
cycl
e
Influence draft via Social Networks
Building relationship / both approaches
Strong influence s/Social Media
Sale / Lead Generation
Missed opportunity to influence
Message delivery from traditional media
Building relationship /Social Media ONLY
Key Symbols
Best of both worlds
“The new word-of-mouth”Marketing
Contact Center Transformation Group, Inc.
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Social Network Strategy Mapping
Desired OutcomeTarget
Demographics
Social Networks
Define the
Specific action
or behavior you
want those in
the target
market within a
given
population to
do.
Mapping
For each target market and the
desired outcome a unique mapping must be built and fine tuned to reach the optimal
yield.
(Over 300 more and growing)
Behaviors
Attitudes
Likes / Dislikes
Preferences
Habits
Contact Center Transformation Group, Inc.
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Our System: Mashup Dashboard
Mashup Dashboard Examples
Amalgamation of disparate data sources
Contact Center Transformation Group, Inc.
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System Deployment Roadmap
Month 1 Month 6Month 2 Month 4Month 3 Month 5
Validate Pre-Discovery Data
Build your system
Fully operational Ongoing Monitoring & Tuning
In-depth discovery
Build
Finalize design
ControlledRelease
Finish design based on validated data
Begin roll-out of system
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Baseline: Current Performance
Fully OperationalControlled Release
Net Increase
2 Mos. 3 Mos. . Today 4 Mos. 5 Mos. 6 Mos. 1 Mos. 7 Mos.
Current State
Typical Growth Pattern
Contact Center Transformation Group, Inc.
Number of Leads
First System Tuning
First Plateau
Second Plateau
Ongoing Tuning
Current Rate of Growth
First Performance
Spike
Ongoing Performance
Spikes
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Industry Showcase
Contact Center Transformation Group, Inc.
Months
Real Estate Industry 745% 14Fine Arts Industry 496% 3Healthcare Industry 810% 26
Exponential Lead Growth
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Unique Lead Generation Service
Apply our proven system to optimize lead
generation by getting more qualified leads at a substantially lower cost-
per-lead than you pay now
Our Value Proposition
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Getting Started
Current StateDesired State
Gap AnalysisRoadmap
Statement of Work
Determine program goals
and “Success Metrics”
Assess / Identify Current
Marketing Assets
Understand Current
Strategy
Assess current yield &
establish baseline
Current reusable
assets
Current less-than-
optimal assets
Net new assets
required
Build resource Plan
Determine program
development timelines
Estimate Project Costs
SOWProject Scope
ResourcesTimeline
Expected YieldInvestment
Results Focused
MetricsBased
System Driven
Project Disciplined
ATTRIBUTES
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For Questions and Discussion
www.cctgrp.com [email protected] (800) 403-6033
Contact us
Contact Center Transformation Group, Inc.