2. The State of the Satisfaction
• Customer online influence continues to grow
– 78% of American adults use internet (PEW report)
– FB is world’s third largest country (behind China/India)
– 40% of mobile users use a smart phone (Nielsen)
• Social Technology Market is defined
– Social CRM declared by Gartner as a $1B market
• Social is core to growth
– 20% of CMO's budget allocated to social
– Executive level and cross-functional visibility and support
• Get Satisfaction: 65,000 communities, 4+ million user profiles
• 40 million unique visitors per month to our network
2
3. Anywhere
Get Satisfaction is the leading customer engagement platform that
helps 65,000 companies build better relationships with their customers
and prospects.
Customer engagement anywhere
– Website
– Facebook/Twitter/Social Networks
– Mobile
– Search
– Language
3
4. Anywhere
We humanize customer relationships by
helping companies engage in open, honest
conversations with their customers, wherever
they are.
4
5. “Controlling the
conversation is
like trying to force
Authenticity
a date to go well”
is about - Chis Brogan
trust
Content drives
customer
service and
marketing
The
conversation
is happening
5
6. Old: Employees
Customers Company Systems
Channels
6
7. New: Employees
Values Customer Systems
Presence
7
8. Competition has changed forever.
To compete effectively, companies must become
customer-obsessed.
Photo by joiseyshowaa via Flickr
9. We’re living in the Age of the Customer
Source: Forrester Research
Josh Bernoff, June2011
10. A customer-obsessed company focuses its strategy, its
energy, and its budget on processes that enhance
knowledge of and engagement with customers and
prioritizes these over maintaining traditional competitive
barriers.
11. Social
Media
“To compete in this brave new world,
Social
Business we must unabashedly embrace the
uncertainty of human contact.”
Social - can’t remember…
CRM
Social
Commerce
11
31. Marketing Use Case
Make community an
essential part of
marketing
Build brand & generate
leads
Blend social throughout
your website
Feature customer
praise and Q&A to
prospects
31
32. e-Commerce use Case
Embed customer
product praise within
purchase flow
Customer advocates &
product champions
answer pre-sales
questions
Identify & highlight
customer
conversations that
improve commerce
conversion
32
33. Support Use Case
Embed your support
community anywhere
on your website
Prioritize top support
issues
Easily link support
answers to specific
product pages
Generate dynamic
FAQs from trending
questions and embed
anywhere
33
34. Product Feedback Use Case
Build the products
and features your
customers actually
want
Create trial or beta
communities for
customers to share
ideas
Generate and
capture buzz for
product launch
34
38. 1. Seek real-time insights to build products customers will embrace
Invest in social listening
Identify latent needs
Strategic research, not slow surveys
39. 2. Spend on customer experience and customer service
Free call center slaves Invest in customer experience
40. 3. Fund sales channels that deliver intelligence, not just push
Prioritize end users over channels Obsess about repeat business over new
41. 4. Shift marketing away from one-way ads to useful interactive content
Measurable social apps
Instantly valuable mobile apps
Useful content
45. Growth: Proven Customer Results
Daily Customer Communications
Number of Support Tickets: 80% INCREASE in Community Traffic
Before
80% DECREASE in Support Requests
First Call Resolution Rate After
96,000 Community Members
26,000 Community Topics
300% Increase in Customers Money 50% decrease in support costs
Number of
5x Increase in Order Volume Participants Saved 53% decrease in support contacts
Topics
30% Decrease in Support Contacts Created 42,000 unique visitors per week
0 New Employees to Manage Startup Time
1,200 66 employees contributing
10 Minutes!
47. 400 Second Street, Suite 400
San Francisco, CA 94107
(877) 339-3997 TOLL-FREE
getsatisfaction.com
twitter.com/getsatisfaction
Notes de l'éditeur
Jim DaviesEd ThompsonThanks for making time for me today. I believe this is the first opportunity that we have had to brief you on our progress and it’s certainly true that I have an embarrassment of riches in terms of things I can update you on.Perhaps a good first step would be to talk about what you are interested in zooming in on, if anything in particular.
The Landscape Use this slide as a visual background slide while you set up the need for Anywhere engagement. You don’t need to go through each bullet – the journalist will see the stats in the presentation, and they’ll have them as a takeaway. SummaryThe buzz word du jour is still “engagement.” What is it? Ongoing dialogue Outcome drivenIt’s mutually beneficial for customer and company Customer-drivenWhy does it matter?1. Customer online influence continues to grow 2. Market is defined/formed: Social CRM declared by Gartner as a $1B Market3. Social is core to growth: 20% of CMO budgets allocated to social4. Everyone – executive and cross-functional staff – must engage in socialNot a side activity for marketing/PR5. Get Satisfaction: 65,000 communities, 4+M usersWhy “Anywhere”?Already an established market leader in social customer support“Anywhere” capabilities have been heavily requested by our customers Commissioned primary research to understand what consumers want from brandswebsite is still the number one place people go to make a purchase decision 9/10 of internet uses interviewed participate in a social community46% of people visit an online community in a purchase decision49% of people would join an online community devoted to a product or service they consider buying
Get Satisfaction is known for Human Conversation. What is Get Satisfaction Anywhere?strategy to bring social conversations to companies, anywhere their customer prefers Includes websites, Facebook, via search and on any mobile deviceThe outcomes- To build brands, generate leads To drive revenue for brands by bringing the power of social conversations to their websites and e-commerce flowTo increase customer engagement, loyalty, and satisfaction through outstanding customer support To acquire new customers
Get Satisfaction is known for Human Conversation. What is Get Satisfaction Anywhere?strategy to bring social conversations to companies, anywhere their customer prefers Includes websites, Facebook, via search and on any mobile deviceThe outcomes- To build brands, generate leads To drive revenue for brands by bringing the power of social conversations to their websites and e-commerce flowTo increase customer engagement, loyalty, and satisfaction through outstanding customer support To acquire new customers
Key Points:This is happening, the proverbial genie is out of the bottleConsumers are intersecting with brands on needs AND values. We identify with companies based on what they express about themselves as well as the products and services they deliver.Ground zero for company and customer engagement is happening in social channelsTwitter is where people go to complainFacebook is where they go to fawn over the brands they care aboutGoogle is where they go to learnCompany websites are not where they go first…
Pulled together research from across our marketing & strategy group.What we’ve seen is a complete change in competitive strategy. Things are changing quickly. Customers are driving it. Our conclusion: companies need to shift real budget and attention away from DEFENDING their positions, and into connections with customers.
Bieber fans care about Bieber, want to know everything about him, connect to share. This is how you should feel about your customers.
Key Points:Social is permeating all aspects of business… social business in all it’s forms is just businessHuman interaction brings uncertainty, which is anathema to the world of enterprise business softwareWe’re in a brave new world where business outcomes are going to be a function of messy disorganized and incomplete interactions
Key Points:The behind the firewall consequences for social technologies are significantConversation content affects not only how a company goes to market but also how it organizes its processes and organizational structure
Key point:Ultimately the shift to social is about how a company generates and sustains influence in the marketInfluence is not a product of productivity or 360 degree customer views… influence is about each and every engagement with a consumer, at a human level that intersects their needs and values.
Community fuels customer acquisition (B2C) and lead generation (B2B)Customer community is essential to social marketing:Community transforms social content from fleeting comments into lasting assetsNot channel specific or kept within the walled garden of a particular social networkCan be incorporated anywhere: on a brand site, Facebook, mobile, product page, etc.Customer voice more credible than marketing copy; customer feedback is critical to marketing content strategyExample: Canadian mobile provider KoodoPresents topics and conversations specific to particular productsRicher than plain-vanilla reviews & ratingsDoor to engagement with other customers or company reps at all stages of social customer life cycle: research, purchase, advocacyDynamic, two-way content enables customers to engage with each other w/out leaving page to go to social site or separate communityActs as a word-of-mouth marketing engine
#1 reasons for cart abandonment: not getting answers to pre-sales questionsEmbed relevant, curated and dynamic customer product praise & FAQ withinpurchase flowSeed product page with helpful customer content wherever it was generated – mobile, Facebook, support page, etc.Enable instant resolution of pre-purchase questions with content from the communityCustomer advocates and product champions answer pre-salesquestions for shoppersOpen, transparent nature of community draws in answers organization-wide – not siloed within customer supportSupport customers pre- and post-purchase wherever they are – on social networks, mobile, etc. Connect marketing/ e-commerce front-end with CRM and business process back-end
Embed support community anywhere Create contextually relevant support Q and A’s within product pages, solution pages - anywhere.Re-launch your entire website support section built on a single platform that lets you Generate FAQsSegment by product, service, brand, otherEncourage peer-to-peer conversations to get the most out of your products or support lifestyle dialogs around your brandPrioritize top support issues - stop guessing and identify the top support issues based on customer feedbackEasily link support answersto specific product sectionsSupport doesn’t have to be a separate walled garden any more. Add support community wherever your customers want it.Identify trending Q’s and As, generate contextual FAQs, and embed anywhere on your website
Collect and structure feedback based on real-life product usageCollect customer insight where *they* are – on social, mobile, on your website - not where *you* want them to beGet Satisfaction integrations enable you to ingest what your customers are saying “in the wild” and act on it through your business applicationsExample: TechSmithSolicited customer feedback through Get Sat communityInstalled in 10 minutes; received comments from 445,000 peopleSaved $500k in time and people costs Example: KiddicareRequested feedback on mobile siteImplemented features for best-in-class mobile commerce experience: ability to view video, multiple photos, stay logged in, store credit card infoMobile accounts for 10% of current revenue
This slide is the latest iteration of a long line of attempts to articulate a graphical picture of technology/solution/market.The core messages here are:For customers of the companies that use GS we bring a primary benefit of a good experience with customer service, the result of which is that a cumulative effect is achieved that result in an increase of brand value.Our customers are increasingly going to social network channels to reach their customersThose interactions are around support, marketing, and commerce… and our network has the ability to amplify the engagement, and the APIs that we have brought to market expand our footprint in a way that is decoupled from our own business development efforts. Marketing channels are how companies reach customersthe social interaction layer is a holistic way to consolidate diverse discrete actions, hootsuite being representative of how we can do this. The Customer experience layer is everything that we do which results in a unified application layer and integration to enterprise line of business applications. Customer experience is ultimately what brings together support, marketing and commerce application stacks.Collaboration layer is how we enable business to customers, employee to customer, employee to company, and customer to customer interactions.
Dell, Gatorade, Intel social listening centers, track changes in real time.Insights too late to affect the business. Merge customer database and research into CUSTOMER INTELLIGENCEQuickbooks $500 Billion
Service recovery paradox. Comcast $2 bill, churn down 15-20%.86% a top priority, but only 30% have dedicated funds. Centralized team. (Chief customer officer of Allstate, Patty Van Lammeren)
Coin operated. Channel sales is risky (textbooks, dog food) -- invest in web sites and call center.Bank of America focused on more business from existing customers.MTV building databases.
Nascar and Microsoft tight social connection, amplify and generate learning.American Airlines mobile.Helpful content on site creates sharing, seo.