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#CX
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#CX
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#CX
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Catie Ivey CoutinhoVP of Client Partnerships at Insightpool@catiecoutinho
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#CX
Establish a Genuine and Unique Voice1
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#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.
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#CX
Understand Your Customers in a New Way2
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#CXUnderstand Your Customers in a New Way
Characteristics
Demographics
VS
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#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.
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#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.
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#CX
Build Deeper, More Authentic Connections
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#CX
Remain Human and Empathetic
Discover the Audience’s Wants and Needs
Build deeper, more authentic connections
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#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
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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.
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#CXBuild Deeper, more Authentic Connections
Start using social to show genuine customer love…
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#CXBuild a Deeper, Authentic Connection
…and you’ll be amazed at the results!
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#CX
Listen to Customers & Respond with Insights4
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#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
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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)
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#CX
Engage with Customers Over Time5
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#CX
Re-imagining ongoing customer engagement:
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#CX
Relationships take time…consistency is key.
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The Future of the Customer Experience & Social Data6
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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
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#CXThe MadTech Catalyst
MADTECH
in 10 years10x$120 Billion per year
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#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
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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?
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#CX
