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#CX
UGENS
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#CX
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Ca)e Ivey Cou)nho VP of Client Partnerships at Insightpool @ca)ecou)nho
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#CX
Establish a Genuine and Unique Voice 1
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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 Way 2
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#CX Understand Your Customers in a New Way
Characteris/cs
Demographics
VS
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#CX Understand 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 Understand 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 Authen)c Connec)ons
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#CX
Remain Human and Empathe)c
Discover the Audience’s Wants and Needs
Build deeper, more authen)c connec)ons
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#CX
Partnering with CCM Hockey to Power Word of Mouth
Iden/fied highly engaged poten/al audiences interested in relevant topics 1
Custom engagement and ac/va/on campaigns focused on interac/ve messaging and benefits of customiza/on 2
Drove highly engaged par/cipants 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% acquisi/on
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 poten/al new users.
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#CX Build Deeper, more Authen)c Connec)ons
Start using social to show genuine customer love…
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#CX Build a Deeper, Authen)c Connec)on
…and you’ll be amazed at the results!
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#CX
Listen to Customers & Respond with Insights 4
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#CX Partnering with DoubleDutch to Power Word of Mouth
Iden/fied poten/al event aRendees interested in relevant topics. 1
Custom engagement and ac/va/on campaigns focused on booth incen/ves and educa/onal sessions. 2
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Key Results
DoubleDutch, the leading provider of event tech solu/ons, wanted to build awareness around their event booth – IMEX– to relevant event aRendees.
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 Time 5
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#CX
Re-‐imagining ongoing customer engagement:
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#CX
Rela)onships take )me…consistency is key.
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#CX
The Future of the Customer Experience & Social Data 6
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#CX
We expect technology spend by CMOs to increase
10x in 10 Years From $12 billion to $120 billion unlocking a huge opportunity for marke)ng Technology companies and opening the door
To the decade of the CMO
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#CX The MadTech Catalyst
MADTECH in 10 years 10x
$120 Billion per year
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#CX
Insightpool’s plaYorm is the leading resource for marketers to find untapped social audiences and drive them into relevant word of mouth engagement paths.
Powering Predic)ve Word of Mouth Marke)ng
a
Predic/ve modeling iden/fies high engagement poten/al social audiences
Streamlined campaign and nurture track
interface
Robust analy/cs and insight engine with predic/ve
learning paths
How Do We Do This?
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#CX Q&A
Contact us today: Insightpool.com marke/[email protected] @Insightpool.com
hRp://bit.ly/1lUZYZ6
