1. Voice of the (Social)Customer: Listen and Then Act

2. Voice of the (Social) Customer

3. Voice of the (Social) Customer “ The revolution has not been a business revolution, it has been a social revolution – one in how we communicate.” – Me, 2009

11. Voice of the (Social) Customer Source: Brian Solis

20. Bad customer service can go viral Voice of the (Social) Customer

21. Great customer service & insight can create advocates – who can go viral Voice of the (Social) Customer

23. It’s all built around the conversation... Voice of the (Social) Customer

26. And at the level of the individual phone call…. Voice of the (Social) Customer DECIBELS Emotion Detection Keywords/phrases Tempo Context

29. Voice of the (Social) Customer What does this picture tell you? I’m asleep I’m frustrated I’m dead I’m exhausted

37. Voice of the (Social) Customer Source: Donna Fluss, DMG Consulting, March 2007 Key Speech Analytics Benefits re: Customers Savings & Benefits of Speech Analytics Hard $$ Soft $$ Staff Reduction in agents X X Reduction in QA staff X Increased supervisory efficiency X Cost Reduction in call volume x Increased FCR x Reduction in agent talktime x Reduction in hold time x Reduction in line charges x Reduction in agent turnover x Revenue Increased sales x Decreased cost of sales x Increased campaign conversion rate x Corporate Improved regulatory compliance x x Improved customer experience x Improved customer loyalty and branding x Timely competitive information x

39. Author: CRM at the Speed of Light (4th Edition, November, 2009) President: The 56 Group, LLC Managing Partner/CCO: BPT Partners, EVP: National CRM Assn. Co-Chair: Rutgers CRM Research Center Named #1 CRM Influencer (Non Vendor) by InsideCRM 2007 Named #1 CRM Blogger 2005, twice in 2007 by TechTarget and InsideCRM & InsideCRM 2008 CRM Magazine 2008 Top Influencer PGreenblog: http://the56group.typepad.com Social CRM: The Conversation (ZDNET): http://blogs.zdnet.com/crm Email: [email_address] Twitter: http://www.twitter.com/pgreenbe Facebook: http://www.facebook.com/pgreenbe Cell phone: 703-551-2337 THANK YOU Voice of the (Social) Customer