Using Social Data To Enhance The Customer Experience

  • Published on
    07-Jan-2017

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  • 1

    #CX

    UGENS

  • 2

    #CX

    2

    Ca)e Ivey Cou)nho VP of Client Partnerships at Insightpool @ca)ecou)nho

  • 3

    #CX

    Establish a Genuine and Unique Voice 1

  • 4

    #CX

    How Social Media Impacts the Customer Journey

    Know How You Want Your Audience To Feel

    Establish a Genuine and Unique Voice

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

  • 5

    #CX

    Understand Your Customers in a New Way 2

  • 6

    #CX Understand Your Customers in a New Way

    Characteris/cs

    Demographics

    VS

  • 7

    #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.

  • 8

    #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.

  • 9

    #CX

    Build Deeper, More Authen)c Connec)ons

    3

  • 10

    #CX

    Remain Human and Empathe)c

    Discover the Audiences 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

    3

    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

  • 13

    #CX Build a Deeper, Authen)c Connec)on

    and youll 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

    3

    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 DoubleDutchs 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 )meconsistency 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

    Insightpools 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/ng@insightpool.com @Insightpool.com

    hRp://bit.ly/1lUZYZ6

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