http://ow.ly/hF2qV, Michael Fauscette, Featured GuestWatch Michael Fauscette, Group VP of IDC’s Software Business Solutions share insights on how companies can leverage customer communities as an integral part of their customer experience strategy. In this webinar, you’ll learn how:
A customer community fits into your customer experience strategy
To leverage a community to drive more customer engagement
You can drive more business value from your customer experience strategy – for example, to acquire more customers, reduce support costs, and bring more innovative products to market
Automating Google Workspace (GWS) & more with Apps Script
Drive More Value from Your Customer Experience Strategy
1. Driving More Value From Your Customer Experience
Strategy
Michael Fauscette,
Group VP, Software Business Solutions
about.me/mfauscette
#CXM @mfauscette
2. About Get Satisfaction
Get Satisfaction helps companies create engaging customer
experiences by enabling online conversations about their products and
services at every stage of the lifecycle.
.
35 million 70,000
consumers/ Customer
month Communities
To ask questions, Connect with each other
share ideas and the companies they
and report problems care about
Twi$er:
#CXM
@GetSa2sfac2on
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3. Drive Real Business Results
1,000 Product
Champions
per Month
athenahealth
Client feedback and
insight into R&D
1200 Product Ideas
from the Community
50% Decrease
in Support Costs
75% Reduction in
Support Tickets
9 Brand
Communities
Twi$er:
#CXM
@GetSa2sfac2on
3
11. mfauscette@me.com
Larry Fauscette
mfauscette@gmail.com
mike_fauscette
mfauscette
Mike Fauscette
Larry Michael Fauscette Larry M Fauscette
mfauscette@idc.com mfauscette@iCloud.com
Michael Fauscette
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19. Responding Consistently Across
Channel
Web Site
Telephone, cell phone
Social Media Presence/Interaction
Customer
Operational
Organization Resources Experience
Processes
Channels
Physical location
Community
Traditional Outbound Communications
19
19
20. Coordinating the Internal
Loyalty, satisfaction
insight – CEO
Customer service
Campaign execution, brand
control – Marketing
Departmental Operational
Requirements Processes
Resources Customer
Up-sell, cross-sell,
reference selling – Sales
$ – CFO
- Product Innovation based on
customer input Development
20
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21. Benefits
§ Know your customer
§ Engagement
§ Innovation / Voice of the Customer
§ Sales Intel
§ Marketing
§ Service / Peer to Peer Interaction
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22. Essential Guidance
• 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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23. Thank You
Michael
Fausce,e
Group
Vice
President
So7ware
Business
Solu:ons
mfausce,e@idc.com
@mfausce,e
about.me/mfausce,e
Blog: www.mfauscette.com
IDC Social Business Blog
https://idc-insights-community.com/groups/it_agenda/
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