the social customer
DESCRIPTION
How social media is changing the ways customers interact with companies.TRANSCRIPT
April 2011
Monday, 27 June 2011
The Social Customer:
Social customer
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Monday, 27 June 2011
The Social Customer:
Social customer
Good experiences. On Brand. On Budget
Monday, 27 June 2011
The Social Customer:
Is open, active, engaging
Social customer
Good experiences. On Brand. On Budget
Monday, 27 June 2011
The Social Customer:
Trusts reviews of friends and
strangers
Is open, active, engaging
Social customer
Good experiences. On Brand. On Budget
Monday, 27 June 2011
The Social Customer:
Trusts reviews of friends and
strangers
Provides feedback about products and
services
Is open, active, engaging
Social customer
Good experiences. On Brand. On Budget
Monday, 27 June 2011
The Social Customer:
Trusts reviews of friends and
strangers
Provides feedback about products and
services
Demands better
customer service/
experience
Is open, active, engaging
Social customer
Good experiences. On Brand. On Budget
Monday, 27 June 2011
The Social Customer:
Uses online tools and
channels to communicate
Trusts reviews of friends and
strangers
Provides feedback about products and
services
Demands better
customer service/
experience
Is open, active, engaging
Social customer
Good experiences. On Brand. On Budget
Monday, 27 June 2011
The Social Customer:
Uses online tools and
channels to communicate
Trusts reviews of friends and
strangers
Provides feedback about products and
services
Demands better
customer service/
experience
Rates, reviews,
comments on blogs/
products etc
Is open, active, engaging
Social customer
Good experiences. On Brand. On Budget
Monday, 27 June 2011
The Social Customer:
Uses online tools and
channels to communicate
Trusts reviews of friends and
strangers
Provides feedback about products and
services
Demands better
customer service/
experience
Rates, reviews,
comments on blogs/
products etc
Is open, active, engaging
Expects to be able to manage accounts
online
Social customer
Good experiences. On Brand. On Budget
Monday, 27 June 2011
The Social Customer:
Uses online tools and
channels to communicate
Trusts reviews of friends and
strangers
Provides feedback about products and
services
Demands better
customer service/
experience
Rates, reviews,
comments on blogs/
products etc
Turns online for support
Is open, active, engaging
Expects to be able to manage accounts
online
Social customer
Good experiences. On Brand. On Budget
Monday, 27 June 2011
Customer touch points have changed:
Good experiences. On Brand. On Budget
Monday, 27 June 2011
Customer touch points have changed:
PhoneFaxEmailServiceWhitemailFace to FaceWebsiteMediaStores
Traditional
Good experiences. On Brand. On Budget
Monday, 27 June 2011
Customer touch points have changed:
PhoneFaxEmailServiceWhitemailFace to FaceWebsiteMediaStores
Traditional
Good experiences. On Brand. On Budget
Monday, 27 June 2011
Customer touch points have changed:
news feeds
micro blogging
RSS
forums
video sharing
podcasts
price comparisons
blogsYouTube
gripe.com
quora
Q&A
myspacefacebook
etc...
Social
PhoneFaxEmailServiceWhitemailFace to FaceWebsiteMediaStores
Traditional
Good experiences. On Brand. On Budget
Monday, 27 June 2011
SocialMedia
help
webphotos
flickrcotweet
shareface
book twitter
kloutfocus
questionscollaborate
skype
friendfeed
forums
communities
tools
sharing
information
RSSonline
mys
pace
supportgeolocation ping
wikis
Q&A
youtube
linke
dIn
bing
colleagues
Social
quorapeople
forumsshare
blo
gs
micro
-blo
gging
complaint
search
FAQ
s reviews
commentsthreads
A few ways the social customer connects...
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Monday, 27 June 2011
Some facts about social networking:
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Monday, 27 June 2011
Some facts about social networking:500m users. 90% content created by 20% users!
Cellphone users are twice as active as non-mobile users (100m+)
25bn pieces of content (weblinks, news stories, blog posts, photos etc) shared each month
Source: facebook.com
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Monday, 27 June 2011
Some facts about social networking:
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Monday, 27 June 2011
Some facts about social networking:
200 million Twitter accounts
650m searches every day
30% users access Twitter via their cellphone
20% users NEVER tweet!Source: Danny Brown
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Monday, 27 June 2011
Some facts about social networking:
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Monday, 27 June 2011
Some facts about social networking:
70m members worldwide
12m unique visitors EVERY day
Most profiles are incomplete and under usedSource: Danny Brown
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Monday, 27 June 2011
Some facts about social networking:
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Monday, 27 June 2011
Some facts about social networking:
2nd most used Search engine2bn views every day
Half users are under 20 Source: Danny Brown
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Monday, 27 June 2011
Some facts about social networking:
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Monday, 27 June 2011
Some facts about social networking:
Lots of input generated by relatively few people
Pareto principle - the law of the vital few -80:20
No matter what the channel, 80% contentcomes from 20% contributors
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Monday, 27 June 2011
Some facts about social networking:
Lots of input generated by relatively few people
Pareto principle - the law of the vital few -80:20
No matter what the channel, 80% contentcomes from 20% contributors
Same principle applies to knowledge management -now with lots more content!
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Monday, 27 June 2011
Effective knowledge management is still vital - social media/networking provides more information sources
Good experiences. On Brand. On Budget
Monday, 27 June 2011
micro
-blo
gging
help
webphotos
flickrcotweet
shareface
book twitter
kloutfocus
questionscollaborate
skype
friendfeed
forums
communities
tools
sharing
information
RSSonline
supportgeolocation ping
wikis
Q&A
youtube
linke
dIn
bing
colleagues
Social
quorapeople
forumsshare
blo
gs
complaint
search
FAQ
s reviews
commentsthreads
myspace
Effective knowledge management is still vital - social media/networking provides more information sources
Good experiences. On Brand. On Budget
Monday, 27 June 2011
Knowledge
Management
micro
-blo
gging
help
webphotos
flickrcotweet
shareface
book twitter
kloutfocus
questionscollaborate
skype
friendfeed
forums
communities
tools
sharing
information
RSSonline
supportgeolocation ping
wikis
Q&A
youtube
linke
dIn
bing
colleagues
Social
quorapeople
forumsshare
blo
gs
complaint
search
FAQ
s reviews
commentsthreads
myspace
Effective knowledge management is still vital - social media/networking provides more information sources
Good experiences. On Brand. On Budget
Monday, 27 June 2011
Effective KM involves collaboration and engagement
‘You can do knowledge management
(KM) on just about anything... The trick is, and will continue
to be, getting people to contribute to the
process.’ Stuart Henshall, Mosoci.com
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Monday, 27 June 2011
More sources of content...
Accessible by...
Easier to find... But is it TRUSTED?
Monday, 27 June 2011
More sources of content...
Accessible by...
Easier to find... But is it TRUSTED?
Monday, 27 June 2011
More sources of content...
Accessible by...
Easier to find... But is it TRUSTED?
Monday, 27 June 2011
0
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75.00
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Search requirements
Recent research with KANA customers revealed...
Good experiences. On Brand. On Budget
Monday, 27 June 2011
0
25.00
50.00
75.00
100.00
Search requirements
Recent research with KANA customers revealed...
Good experiences. On Brand. On Budget
Monday, 27 June 2011
0
25.00
50.00
75.00
100.00
Search requirements
Recent research with KANA customers revealed...
Good experiences. On Brand. On Budget
Monday, 27 June 2011
0
25.00
50.00
75.00
100.00
Search requirements
Recent research with KANA customers revealed...
Good experiences. On Brand. On Budget
Monday, 27 June 2011
0
25.00
50.00
75.00
100.00
Search requirements
Recent research with KANA customers revealed...
Good experiences. On Brand. On Budget
Monday, 27 June 2011
0
25.00
50.00
75.00
100.00
Search requirements
Recent research with KANA customers revealed...
Good experiences. On Brand. On Budget
Monday, 27 June 2011
0
25.00
50.00
75.00
100.00
Search requirements
Recent research with KANA customers revealed...
Good experiences. On Brand. On Budget
Monday, 27 June 2011
0
25.00
50.00
75.00
100.00
Search requirements
Recent research with KANA customers revealed...
Good experiences. On Brand. On Budget
Top B2B needs... -Trusted knowledge base-Federated search-Peer to peer contact via community-with KANA input
Monday, 27 June 2011
Social CRM
Extends traditional CRM...
It changes us!
Social humanises the relationship between customersand companies - the company can become a trusted peer.
Social connects companies to customers and customers to companies - one to one to many... be where the customers are...
Good experiences. On Brand. On Budget
Monday, 27 June 2011
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Social customer touch points and KANA
Good experiences. On Brand. On Budget
Monday, 27 June 2011
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Service Experience Management for social CRM
Social customer touch points and KANA
Good experiences. On Brand. On Budget
Monday, 27 June 2011
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Use social analytics to LISTEN
Service Experience Management for social CRM
Social customer touch points and KANA
Good experiences. On Brand. On Budget
Monday, 27 June 2011
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2+"*/.'
Use social analytics to LISTEN
Service Experience Management for social CRM
Learn
Share
Social customer touch points and KANA
Good experiences. On Brand. On Budget
Monday, 27 June 2011
!"#$%&'"&'(%)*'+,%'$-')./"%0%'",1(-0%2'34#"&%##'-4$.-,%#'
!"#$%&"'()*)+"#'
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Use social analytics to LISTEN
Service Experience Management for social CRM
Learn
Share
Social customer touch points and KANA
Good experiences. On Brand. On Budget
Monday, 27 June 2011
Demand for social media support is rising
Good experiences. On Brand. On Budget
48% of social media strategists have made measurement a primary objective for their 2011 programme Source: Jeremiah Owyang, Altimeter Group
Monday, 27 June 2011
Demand for social media support is rising
Good experiences. On Brand. On Budget
48% of social media strategists have made measurement a primary objective for their 2011 programme Source: Jeremiah Owyang, Altimeter Group
Monday, 27 June 2011
Demand for social media listening is rising
Good experiences. On Brand. On Budget
‘Give the right data to the right roles’ Source: Jeremiah Owyang, Altimeter Group
Monday, 27 June 2011
Understanding the Social customer
Good experiences. On Brand. On Budget
Monday, 27 June 2011
Understanding the Social customer
Good experiences. On Brand. On Budget
Touch points have changed
Monday, 27 June 2011
Understanding the Social customer
Good experiences. On Brand. On Budget
Touch points have changed
Masses of new information shared
Monday, 27 June 2011
Understanding the Social customer
Good experiences. On Brand. On Budget
Touch points have changed
Masses of new information shared
Most people consume and don’t contribute - 80:20 rule
Monday, 27 June 2011
Understanding the Social customer
Good experiences. On Brand. On Budget
Touch points have changed
Masses of new information shared
Most people consume and don’t contribute - 80:20 rule
Trusted content is vital
Monday, 27 June 2011
Understanding the Social customer
Good experiences. On Brand. On Budget
Touch points have changed
Masses of new information shared
Most people consume and don’t contribute - 80:20 rule
Trusted content is vital
Listening and learning and ACTING is crucial
Monday, 27 June 2011
Understanding the Social customer
Good experiences. On Brand. On Budget
Touch points have changed
Masses of new information shared
Most people consume and don’t contribute - 80:20 rule
Trusted content is vital
Listening and learning and ACTING is crucial
Knowledge - letting customers and colleagues find trusted content easily and share what they know
Monday, 27 June 2011
Got a question? Just ask...
Anne WoodPrinciple consultantemail: [email protected]: +44 7740 335843skype: kmsqueenwww.kana.com
Good experiences. On Brand. On Budget
Monday, 27 June 2011