sponsored by netbase: go beyond social to find the voice of your consumer, digiday brand summit,...

Go Beyond Social to Find the Voice of Your

Customer December 5th, 2016DIGIDAY BRAND SUMMIT

2Why Customer Experience Matters

20%

Increase Customer Satisfaction

15%

Can lift revenue by up to

20%

And lower the cost of serving customers by as much as

3CEO Prioritize Customer Experience Initiatives

37%

of CEOs

Identify Customer Experience Management as a top priority investment over the next 5 years.Source: Gartner CEO Survey

4The Customer Journey

Awareness• Twitter• Facebook• Instagram• Product Reviews

Research• Website• Communities• Product Reviews• Blogs

Purchase• Surveys• Forums• Web feedback Upsell

Use

Support• Reviews• Voice • Online Chat• Emails

Churn

5The Customer’s Expectation is Growing

48% of Americans expect brands to know them and help them discover new products or services that fit their needs.

63% of customers say they been disappointed by a brand and 23% said they wouldn’t engage with that brand again after a bad experience.

6

• Born 1948; grew up in England

• Married twice• 2 children• Successful in

business • Wealthy

Person 1• Born 1948;

grew up in England

• Married twice• 2 children• Successful in

business • Wealthy

Person 2

The Traditional Approach Doesn’t Work Any More

Ozzy OsbournePrince Charles

7But, Understanding Customer Data is Very Complex

Data is Everywhere Its’s Growing Rapidly It’s Mostly Unstructured

90%Unstructured

8Goal is to Use Data to Drive the Best Customer Experience

• Awareness• Brand Health• Crises• Demand Gen.

• Purchase• Service• Satisfaction

• Support• Retention• Loyalty

• Use• Research

• Sell• Upsell• Testimonials

Marketing Operations Product Dev SalesCustomer Care

9Customer Experience Data Comes From All Sources

Marketing Operations Product Dev SalesCustomer Care

• Awareness• Brand Health• Crises• Demand Gen.

• Purchase• Service• Satisfaction

• Support• Retention• Loyalty

• Use• Research

• Sell• Upsell• Testimonials

10As Result Most Companies Lack a Single Aggregated View

Marketing Operations Product Dev SalesCustomer Care

• Awareness• Brand Health• Crises• Demand Gen.

• Purchase• Service• Satisfaction

• Support• Retention• Loyalty

• Use• Research

• Sell• Upsell• Testimonials

© 2016 NetBase Solutions - CONFIDENTIAL

11The NetBase Strategy

Our mission is to enable the vision…

“customer data informs every aspect of your business”

12Transform Customer Data from Any Source

Fuel Every Aspect of Your Business

Social Media

Customer CareDigital Channels

Survey Systems

CRM

13NetBase Best-of-Breed Platform

Open API

NetBase Aggregates and Delivers Insights on All Sources of Data

Benefits of a Data Driven Customer Experience 14

Boost Campaign Performance

Respond to Crises in Real Time

Lower Customer Care Costs

Improve Brand Health

Maximize Product Launch Results

Drive Customer Acquisition and Retention

© 2016 NetBase Solutions.

15Proven to Deliver Value

Taco Bell extends campaign reach by 4X

Marketing

Care

OperationsProduct Developme

nt

Sales

Company

Lassen drives $3.8M in New Product Sales

UMG increases sales by 20% T-Mobile handles 4X cases

and improves customer satisfaction

A quick serve chain increased sales by 3% outpacing industry

16Success Stories for Marketing & Customer Care

Taco Bell Extends Campaign Reach by 4X

“…We’ve found that we could engage with our customers on a deeper, more human level that further drives them to be brand champions.”

Mihir MinawalaManager, Social, Industry & Competitive Intelligence

4X extended

reach

2.5X higher retweet

rate

20% higher purchase

rate“By having data and analytics from NetBase, we’ve been able to change several business processes.”

Michelle MattsonDirector of Social Media

T-Mobile Handles 4X Cases and Improves Customer Satisfaction

Handle 4Xsupport cases

494% growthin social links

845% growth of fan base

17Success Stories for Customer Acquisition and Brand Health

20% growth in sales

New socialmarketing strategy

Won share of

voice

UMG Increases Sales by 20% while Boosting Campaign

Performance

“Changing our approach … brought home the win for our artist, resulted in a 20% increase in record sales, and forever changed how we look at our marketing campaigns.”

Tony GrotticelliDirector of Digital Development & Analytics

#1 share of voice

800K Instagram followers

90% brand

sentiment

Stance Socks Gains #1 Share of Voice & Improves Brand Health

“Without the marketing budget of our larger competitors, the Punks and Poets program has been crucial in building brand loyalty and making Stance the leader in the sock industry.”

Brett SirianniAssociate Director of Social Media

18Success Stories for Operations & Product Launch

A Quick Serve Chain Increased Sales by 3% Outpacing the

Industry

Lassen Drives $3.8M in New Product Sales

Monitored customer feedback for its largest product launch in 40 years. NetBase provided real-time awareness and helped the company detect and act on ingredient outages and incorrect information about product availability. The company served more product and increasing sales by 3% outpacing industry numbers.

“The marketplace is mandating exceptional levels of customer experiences…Social and digital insights provide the best way to … a significant competitive advantage to innovators.”

Nicholas WebbCEO

3% increase in sales per

location

Detected operational

issues in real-time

Amplified launch

through fans

63% lessdesign time

Sold out of initial product

run

$3.8M increase in sales

19NetBase is the Only Platform that Lets You

Gain a unified view of your customer for all customer experience stakeholders

Analyze data for all customer feedback and experience channels

Get instant insights into the root cause of customer issues with patented NLP

Streamline implementation for central teams or global rollouts

© 2016 NetBase Solutions - CONFIDENTIAL

20Trusted By The World’s Top Brands

21Key Take Aways

An increase in customer experience translates to large value and CEOs are investing to make that a reality

Break down the data and department silos to enable consumer data to fuel every aspect of your business

Organizations are making use of this approach and they are starting to see immense value

Find a solution that can support your needs to be the center of truth of customer experience data

Thank you