Location Based Services: Foursquare e Social CRM
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20-Oct-2014 -
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Transcript of Location Based Services: Foursquare e Social CRM
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4sq + SCRMStefano Mizzella
http://www.flickr.com/photos/roomjosh/2072272160/
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Traditional Customer
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Social Customer
Some 90% of buyers trust peer
reviews and 70% trust online
reviewsAmerican Marketing Association
http://www.flickr.com/photos/dpstyles/4107097443/
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Long-lasting Experience
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The end goal of CRM is to allow the company to effectively manage
the customer in order to keep them purchasing a product or service.
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Social CRM involves companies
collaborating with their customers to
create advocacy, by improving
customer experiences.
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Fun or Business?
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Social Customers Insights
Most recent visitors
Most frequent visitors
Time of day people check in
Total number of unique visitors
Histogram of check-ins per day
Gender breakdown of customers
Check-ins broadcast to Twitter and Facebook
Sentiment
Key infulencers
Top sources
Top mentions
Customers tips
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Social Marketing
Own your venues
Create a multi-platform strategy
Design a playful engagement
Follow your visitors on Twitter
Mirror your venues on Facebook
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Social Sales
Utilize tips
Promote Check-ins
Offer specials to mayors
Offer specials to everyday visitators
Target first time customers
Reward loyalty
Track ROI
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Foursquare + Square
Hutch Carpenter
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Social Service & Support
Consider your customers as a community
Offer real-time feedbacks and support
Provide fun & usefull informations
Recruit and reward brand ambassadors
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Social Innovation
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4sq + SCRM
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Gamification