Achieving Customer Loyalty with Social CRM

Achieving Customer Loyalty With Social CRM 2 nd Social Media for Customer Management Summit Shruti Goradia | Social Media Marketing Manager: Content & Community @KodakCommunity http://exchange.kodak.com

Kodak’s Owned Media – Branded Community http://exchange.kodak.com Educational content, tips, how-to’s, inspirational projects & ideas, UGC, forums 8M visitors 40M page views 37% organic search engine traffic 33% YOY increase in traffic 84% UGC 92% member satisfaction rate 55% increase in purchase consideration

Kodak’s Owned Media: kodak.com/go/followus blogs @ Kodak Times Square Gallery

Why Gamification? Why Rewards? Info graphic from Get Satisfaction: http://kodak.ly/oqjTId

Engage Customers Through Rewards ,[object Object],[object Object],[object Object],[object Object]

Engage Customers Through Rewards 1. Add Value

Add Value: Expertise Tips From the PROS – Exclusive Content

Add Value: Human Interest Stories 1000 Words Blog – Employee Stories

Add Value: Ideas Creative Projects & Ideas

Add Value: Keep it Fresh Daily, Weekly, Monthly Content

Engage Customers Through Rewards 2. Provide Exclusive Opportunities

Exclusive Opps: Event + Meet and Greet + Experience So Kodak Campaign Launch So Kodak performance in NYC Invited celebrities, bloggers + Fans – via ticket giveaways on Twitter, Facebook and through local radio stations Fans (customers) go to see stars perform live + Red Carpet interviews Product Trials & Photo Opportunities, backdrops Coupons and Product Giveaways

Exclusive Opps: Share the Experience Oscar Red Carpet Bleachers, 2010 ,[object Object],[object Object],[object Object]

Exclusive Opps: Preview + Contest + Giveaway BABIES Movie Partnership ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Exclusive Opps: Photo Tours Big Apple Photo Bus Tour ,[object Object],[object Object],[object Object],[object Object]

Exclusive Opps: Content + Contest Facebook Campaign with Kings of Leon

Engage Customers Through Rewards 3. Recognize and Reward

Recognize and Reward Community Members ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Recognize and Reward – what they do best Kodak Vlogger Challenge ,[object Object],[object Object],[object Object],[object Object]

Engage Customers Through Rewards 4. Show You Care

Show You Care: Humanize the Brand Put a human face forward Product Managers talk about 3 new products

Show You Care: Listen & Respond PlaySport Naming + Zi8 features ,[object Object],[object Object],[object Object],[object Object]

Show You Care: Provide a Platform ,[object Object],[object Object],[object Object],[object Object],[object Object],One of a kind Community Project Upload, Complete with how to and resources Forums Photo Gallery

Show You Care: Give Back KODAK Picture Kiosks print cards Kodak Picture Kiosk group, added Stephen’s designs to their portfolio – available for all to print at your local Target and CVS. Kodak is running a PR and Social Media campaign to help Stephen reach his goal.

Thank You. Shruti Goradia | Community Manager @kodakCommunity http://shrutigoradia.1000words.kodak.com http ://exchange.kodak.com [email_address] http://www.kodak.com/go/followus

Achieving Customer Loyalty with Social CRM

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