Using Social Data To Enhance The Customer Experience

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    07-Jan-2017

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<ul><li><p>1 </p><p>#CX </p><p>UGENS </p></li><li><p>2 </p><p>#CX </p><p>2 </p><p>Ca)e Ivey Cou)nho VP of Client Partnerships at Insightpool @ca)ecou)nho </p></li><li><p>3 </p><p>#CX </p><p>Establish a Genuine and Unique Voice 1 </p></li><li><p>4 </p><p>#CX </p><p>How Social Media Impacts the Customer Journey </p><p>Know How You Want Your Audience To Feel </p><p>Establish a Genuine and Unique Voice </p><p>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. </p></li><li><p>5 </p><p>#CX </p><p>Understand Your Customers in a New Way 2 </p></li><li><p>6 </p><p>#CX Understand Your Customers in a New Way </p><p>Characteris/cs </p><p>Demographics </p><p>VS </p></li><li><p>7 </p><p>#CX Understand Your Customers in a New Way </p><p>Know How You Want Your Audience To Feel </p><p>By 2020, social data will increase 600%, 75% of which will be created by customers, not businesses. </p></li><li><p>8 </p><p>#CX Understand Your Customers in a New Way </p><p>Know How You Want Your Audience To Feel </p><p>By 2020, social data will increase 600%, 75% of which will be created by customers, not businesses. </p></li><li><p>9 </p><p>#CX </p><p>Build Deeper, More Authen)c Connec)ons </p><p>3 </p></li><li><p>10 </p><p>#CX </p><p>Remain Human and Empathe)c </p><p>Discover the Audiences Wants and Needs </p><p>Build deeper, more authen)c connec)ons </p></li><li><p>11 </p><p>#CX </p><p>Partnering with CCM Hockey to Power Word of Mouth </p><p>Iden/fied highly engaged poten/al audiences interested in relevant topics 1 </p><p>Custom engagement and ac/va/on campaigns focused on interac/ve messaging and benefits of customiza/on 2 </p><p>Drove highly engaged par/cipants into a UGC program that allowed them to share their Goalie Customizer experiences </p><p>3 </p><p>Key Results </p><p>55,314 reached (targets and </p><p>their networks) </p><p>51% acquisi/on </p><p>487% click rate (clicks/tweets) </p><p>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. </p></li><li><p>12 </p><p>#CX Build Deeper, more Authen)c Connec)ons </p><p>Start using social to show genuine customer love </p></li><li><p>13 </p><p>#CX Build a Deeper, Authen)c Connec)on </p><p>and youll be amazed at the results! </p></li><li><p>14 </p><p>#CX </p><p>Listen to Customers &amp; Respond with Insights 4 </p></li><li><p>15 </p><p>#CX Partnering with DoubleDutch to Power Word of Mouth </p><p>Iden/fied poten/al event aRendees interested in relevant topics. 1 </p><p>Custom engagement and ac/va/on campaigns focused on booth incen/ves and educa/onal sessions. 2 </p><p>3 </p><p>Key Results </p><p>DoubleDutch, the leading provider of event tech solu/ons, wanted to build awareness around their event booth IMEX to relevant event aRendees. </p><p>Drove buzz around DoubleDutchs presence at the event as well as relevant traffic to their booth. </p><p>98% like rate 3.5K </p><p>expanded impressions </p><p>560% click rate (clicks/tweets) </p></li><li><p>16 </p><p>#CX </p><p>Engage with Customers Over Time 5 </p></li><li><p>17 </p><p>#CX </p><p>Re-imagining ongoing customer engagement: </p></li><li><p>18 </p><p>#CX </p><p>Rela)onships take )meconsistency is key. </p></li><li><p>19 </p><p>#CX </p><p>The Future of the Customer Experience &amp; Social Data 6 </p></li><li><p>20 </p><p>#CX </p><p>We expect technology spend by CMOs to increase </p><p>10x in 10 Years From $12 billion to $120 billion unlocking a huge opportunity for marke)ng Technology companies and opening the door </p><p>To the decade of the CMO </p></li><li><p>21 </p><p>#CX The MadTech Catalyst </p><p>MADTECH in 10 years 10x </p><p>$120 Billion per year </p></li><li><p>22 </p><p>#CX </p><p>Insightpools plaYorm is the leading resource for marketers to find untapped social audiences and drive them into relevant word of mouth engagement paths. </p><p>Powering Predic)ve Word of Mouth Marke)ng </p><p>a </p><p>Predic/ve modeling iden/fies high engagement poten/al social audiences </p><p>Streamlined campaign and nurture track </p><p>interface </p><p>Robust analy/cs and insight engine with predic/ve </p><p>learning paths </p><p>How Do We Do This? </p></li><li><p>23 </p><p>#CX Q&amp;A </p><p>Contact us today: Insightpool.com marke/ng@insightpool.com @Insightpool.com </p><p>hRp://bit.ly/1lUZYZ6 </p></li></ul>