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Social and the Age of Extreme Expectations

Joe Cothrel, Chief Community Officer

@LithiumTech #ArgyleCCDen

we are lithium

interact on social networks

engage a community of advocates

understand consumer profile & reputation


our software and services help the world’s biggest companies:

yesterday was hard enough

phone


email chat KBportals

Declared vs. delivered


Promotion vs. engagement


Simply Measured (June 2013)Lithium (November 2013)

“How quickly do you expect a

response when you interact with brands

on Twitter?”

within1 hour

within30 min

within15 min

within5 min

0%5%

10%15%20%25%30%35%40%45%

42%

service expectations are rising

53%

72%

when it’s a complaint


EXPERIENCE is the battleground

Lithium Confidential

buyersconsider

evaluate

buyuse & enjoy

advocate

you can also use social to create scale

of search traffic from community

39%

reduction in support costs

10%

increase in conversion rates

25%

increase in spend by

community members

2.5x

social conversation

s

10LITHIUM CONFIDENTIAL

Socially-Infused Website

how brands transform their approach to managing the social customer experience

stage 1foundational

stage 3operationalizing

stage 4extending

stage 5transforming

stage 2experimental

listen to understand the social opportunity

engage on existing social networks

operationalize the conversation

extend the business value to drive business impact

realize world class performance

holistic enterprise social

social media monitoring

branded community

facebook & twitter integrations

enterprise social solutions

build a listening engine build a content engine build a conversation engine build an experience engine build an innovation engine

listen-to-target, focus efforts on improving acquisition of new

customers

listen-to-engage, invest in social channels, activate current & new

customers

listen, incorporate feedback, modify experience, invest on-domain,

improve internal operations

listen, incorporate feedback, design for the customer, enlist external

participants to create brand value

listen, design for the customer, empower customers as trusted

content and business co-creators


25%faster agent

response time

coverage of customer care issues on Twitter and Facebook

100%

250Kposts processed in 90 days

73% of ambassadors are active community members

100+ written testimonials

Generated 200+ self-identified advocates

14 video testimonials

submitted by ambassadors

customer retention improved by25%

$10Malong with other customer experience initiatives, Barclaycard Ring contributed to

decreased customer complaints by50%

in annual benefit

Barclaycard Ring’s innovative levels of simplicity, transparency, and service are impacting the way we do business…we believe this is the way all companies will engage with customers in the future.

Paul WilmoreGeneral Manager Consumer Markets, Barclaycard

Lithium social customer platform

engage

social web

Respond

Publish Measure

analytics

create a content hub

communities

Forums Blogs Ideas ContestsReviews Knowledge


Lithium Confidential

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