Using Social Data To Enhance The Customer Experience

1

#CX

2

#CX

3

#CX

3

Catie Ivey CoutinhoVP of Client Partnerships at Insightpool@catiecoutinho

4

#CX

Establish a Genuine and Unique Voice1

5

#CX

How Social Media Impacts the Customer Journey

Know How You Want Your Audience To Feel

Establish a Genuine and Unique Voice

I’ve learned that people will forget what you said, people will forget what you did, but people will never forget how you made them feel.

6

#CX

Understand Your Customers in a New Way2

7

#CXUnderstand Your Customers in a New Way

Characteristics

Demographics

VS

8

#CXUnderstand Your Customers in a New Way

Know How You Want Your Audience To Feel

By 2020, social data will increase 600%, 75% of which will be created by customers, not businesses.

9

#CXUnderstand Your Customers in a New Way

Know How You Want Your Audience To Feel

By 2020, social data will increase 600%, 75% of which will be created by customers, not businesses.

10

#CX

Build Deeper, More Authentic Connections

3

11

#CX

Remain Human and Empathetic

Discover the Audience’s Wants and Needs

Build deeper, more authentic connections

12

#CX

Partnering with CCM Hockey to Power Word of Mouth

Identified highly engaged potential audiences interested in relevant topics1

Custom engagement and activation campaigns focused on interactive messaging and benefits of customization2

Drove highly engaged participants into a UGC program that allowed them to share their Goalie Customizer experiences

3

Key Results

55,314 reached

(targets and their networks)

51% acquisition

487% click rate (clicks/tweets)

CCM, the legendary hockey brand, wanted to build awareness around their new business line – The Goalie Customizer – to current loyal audience and potential new users.

13

#CXBuild Deeper, more Authentic Connections

Start using social to show genuine customer love…

14

#CXBuild a Deeper, Authentic Connection

…and you’ll be amazed at the results!

15

#CX

Listen to Customers & Respond with Insights4

16

#CXPartnering with DoubleDutch to Power Word of Mouth

Identified potential event attendees interested in relevant topics.1

Custom engagement and activation campaigns focused on booth incentives and educational sessions.2

3

Key Results

DoubleDutch, the leading provider of event tech solutions, wanted to build awareness around their event booth – IMEX– to relevant event attendees.

Drove buzz around DoubleDutch’s presence at the event as well as relevant traffic to their booth.

98% like rate 3.5K

expanded impressions

560% click rate (clicks/tweets)

17

#CX

Engage with Customers Over Time5

18

#CX

Re-imagining ongoing customer engagement:

19

#CX

Relationships take time…consistency is key.

20

#CX

The Future of the Customer Experience & Social Data6

21

#CX

We expect technology spend by CMOs to increase

10x in 10 YearsFrom $12 billion to $120 billionunlocking a huge opportunity for marketing Technology companies and opening the door

To the decade of the CMO

22

#CXThe MadTech Catalyst

MADTECH

in 10 years10x$120 Billion per year

23

#CX

Insightpool’s platform is the leading resource formarketers to find untapped social audiences and drivethem into relevant word of mouth engagement paths.

Powering Predictive Word of Mouth Marketing

a

Predictive modeling identifies high engagement potential social audiences

Streamlined campaign and nurture track

interface

Robust analytics and insight engine with predictive

learning paths

How Do We Do This?

24

#CXQ&A

Contact us today:Insightpool.commarketing@insightpool.com@Insightpool

bit.ly/1lUZYZ6

25

#CX