Date post: | 13-Sep-2014 |
Category: |
Business |
View: | 1,456 times |
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Taking Community Management and Customer Engagement to a whole new level
Fabio De Bernardi Senior Account Manager Synthesio UK @fabiodebe
“Marketing is the ongoing process of engagement whereby strangers are turned
into advocates” – Trey Pennington
Marketing Community management is the ongoing process of engagement whereby
strangers are turned into advocates.
Social CRM is amorphous, all encompassing, and a totally different beast from traditional, records-centric CRM
“We are now at a point that the customers' expectations are so great and their demands so empowered that our Social
CRM business strategy needs to be built around collaboration and customer engagement, not traditional
operational customer management.” - Paul Greenberg
Social CRM: A virtuous circle of co-creation & collaboration
Engagement: community
building & online support
Research Consumer
insights’ analysis;
Competitive
intelligence
Marketing Creative concept
development;
Campaign
measurement;
Influencer outreach
PR Crisis
management;
Online
footprint
measurement
Sales
Lead
generation;
Prospect
outreach
Customer support
Complaints
management;
Technical
support
Other
HR;
Executives’
reputations
etc
Customer Intelligence
Social Media Monitoring
Optimisation: Product & customer
experience improvements
Time is of essence... this stuff is perishable
Engaging with customers & nurturing super contributors
Read the full case study here: Orange case study
Built out & refined ‘owned’ presence on the Web during listening phase
LISTEN >> PLAN >> ENGAGE > Top forums > Super Contributors > Team of 50
“Fish where the fish are”
Customer engagement nirvana. Let others do the job for you
ONE answer online is seen by NINE people on average
ROI is “in the millions of euros” Reduction in call handling costs New plans / happier customers
Synthesio Unity real time engagement platform. Info at http://bit.ly/SynthesioUnity
Synthesio Unity real time engagement platform. Info at http://bit.ly/SynthesioUnity
Collaborating with customers to provide a better experience
Read the full case study here: Accor case study
Your experience of the brand is intimately connected to the hotel you stay at
1 global dashboard
40 country level dashboards
4,000 hotelier dashboards
> Pilot > Global rollout > Training > KPIs > Reward & recognition
Understanding the customer journey ...
Collective problems: Social media monitoring can be the canary in the coalmine
Novotel: 55% growth in positive sentiment. Double digit growth in online sales
To conclude …
Listening Analysis Engagement
To be most effective, Community Management and Customer Engagement require an
holistic, three-pronged approach
Mix of real time & more contemplative analysis
This is a process of osmosis: a two-way collaboration between a brand and their
communities
Social media is maturing: the need is for Enterprise Class solutions and
whole organisations (people and processes) being empowered and involved
http://www.synthesio.com/blog
fabiodebe
@fabiodebe
+44 (0) 7545 065495
Thank you! Any question?