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Driving More Value From Your Customer Experience Strategy
Michael Fauscette, Group VP, Software Business Solutions
about.me/mfauscette #CXM @mfauscette
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Twi$er: #CXM @GetSa2sfac2on
Get Satisfaction helps companies create engaging customer experiences by enabling online conversations about their products and
services at every stage of the lifecycle. .
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About Get Satisfaction
70,000 Customer
Communities
35 million consumers/
month
Connect with each other and the companies they
care about
To ask questions, share ideas
and report problems
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Twi$er: #CXM @GetSa2sfac2on 3
Drive Real Business Results
75% Reduction in Support Tickets
1200 Product Ideas from the Community
athenahealth Client feedback and
insight into R&D
50% Decrease in Support Costs
1,000 Product Champions per Month
9 Brand Communities
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Expectations Experience
Satisfaction
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Strategy and
Processes
People
Access
Products & Services
Technology
Information
Customer Experience
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Connectivity
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Economically
Technically
Socially
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Michael Fauscette
Mike Fauscette mfauscette
Larry Fauscette
Larry Michael Fauscette Larry M Fauscette
mike_fauscette [email protected]
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Responding Consistently Across Channel
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Operational Processes
Customer Experience Channels
Community
Telephone, cell phone
Web Site
Physical location
Traditional Outbound Communications
Social Media Presence/Interaction
Resources Organization
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Coordinating the Internal
Customer
Campaign execution, brand control – Marketing
Up-sell, cross-sell, reference selling – Sales
Operational Processes
Departmental Requirements Resources
- Product Innovation based on customer input Development
Customer service
$ – CFO
Loyalty, satisfaction insight – CEO
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Benefits
§ Know your customer
§ Engagement
§ Innovation / Voice of the Customer
§ Sales Intel
§ Marketing
§ Service / Peer to Peer Interaction
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Essential Guidance
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• Give Value to Get Value
• Connect outside in and inside out
• Silos are the enemy
• Technology isn’t enough – culture and process
• Sense and Respond
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Michael Fausce,e Group Vice President So7ware Business Solu:ons mfausce,[email protected] @mfausce,e about.me/mfausce,e
Thank You
Blog: www.mfauscette.com IDC Social Business Blog https://idc-insights-community.com/groups/it_agenda/social-business
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Twi$er: #CXM @GetSa2sfac2on
Questions?
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Contact us! Call (877) 339-3997
or visit us online
www.getsatisfaction.com