REFINE CUSTOMERENGAGEMENT

Make personalized connections with customer in real time.

END-TO-ENDCONSUMERENGAGEMENT

Today’s consumers are just a click away from product reviews and pricing information of you and your competitors. These new touchpoints represent huge potential for marketers, enabling:

•Deeper,morepersonalizedunderstandingsofcustomers

•Go-to-marketstrategiescateredtoindividual customer segments

•Reducedmarketingcostsbyinvestingtheright resources at the right time and place

2

SOCIAL EXPLOSIONSocial networks have empowered consumers with instant access to information and opinions about products and services. Those companies that can turn these conversations into actionable insights can deliver better customer experiences and drive more innovative offerings.

1HypatiaResearch&Advisory,“CustomerCentricity:ATimetoListen,ATimetoEngage,”2013

About 36% of companies cite capturing customer information on product likes, design suggestions, or feedback for product development/merchandising as the top priority for social intelligence initiatives.1

3

LISTENING IN ON CONSUMER CONVERSATIONSConsumersexpectreal-time,personalizedconnections with the companies from which they buy. Social analytics and customer intelligence tools can give you visibility into their thoughts and opinions about your brand, products, and services and enable you to:

•Monitorbrandhealthandequitymorefrequently with fewer resources

•Connectconsumersentimentwithactual consumer behavior and emotion

•Gaugethesocialimpactofmarketing campaigns and events

•Trackopinionsonsocial,environmental, health, or political issues

4

SOCIALCLARITYMarketingdecisionsbasedoninaccuratesocialinsightscan lead to missed opportunities, lost revenue, or even a public relations nightmare.

Socialanalyticsthatfeaturehighlyaccuratenatural-languageprocessingenginesthatdeconstructandanalyzeevery post captured can ensure you receive accurate insight into the data captured.

5

THE HOLY GRAIL OF CONSUMER INSIGHTSocial analytics enables marketers to go beyond consumers’ behavior and understand their emotions and opinions as well – both the“what”andthe“why.”

Tapping into the voice of the consumer and applying it to your marketing efforts gives you the opportunity to:

•Takeadvantageofrelevantinformation sources with large amounts of data

•Analyzefortrends,productlikes,design and merchandising suggestions, and all other types of feedback relating to product or service offerings

•Innovateandenhanceproduct/serviceofferings, streamline product portfolio planning, and manage product lifecycles with input from social channels

6

SEE THE CUSTOMER FROM ALL SIDESMarketerswhoareabletoharnessthevalueofbothstructured and unstructured data can strengthen their relationships with customers by being able to deliver personalizedexperiences,targetedmarketingcampaigns,andcustomizedofferings.

Customerintelligencesolutionsareavailablethat can enable you to:•Buildanenterprise-wide360-degreeview of your customers• Identifytrendsandpatternsincustomerbehavior andquicklytargetgroupsofcustomersforspecific market initiatives •Activelymanagecustomerengagementsto reduce attrition

7

CREATESTRUCTUREFROM YOURUNSTRUCTUREDDATAUse what consumers are saying and sharing about you toyouradvantage.Checkoutourlibraryofresourcesto discover how better customer intelligence can enable real-timemarketinsight,interaction,andexecution.

DOWNLOAD