Disrupting Digital Business: The Customer Experience Imperative

As digital business is emerging, it’s disrupting business. What does that mean? It means that how you do business must change. And it’s not just adding a Twitter feed or creating a Facebook page. It’s much more than that. It really means that you have to look at how you are doing business – your processes, your policies, your departments, your people, your technology and make major changes. I can remember when organization change management first became a discipline. But back then there were so many that pushed it aside, crossed it off their to do list and basically thought it was “Kumbaya” and the “soft stuff you can’t measure.” Which quadrant is your business in?

quadrant for fast followers

Well guess what? Organizational Change is back and here to stay. Because that is what is at the root of digital business. It really means you have to change your organization! Some ways to think about this are what we call the 9 C’s and Customer Engagement Optimization. Our research shows there are 9 C’s of Customer Engagement:

  1. Culture
  2. Community
  3. Credibility
  4. Channels
  5. Content
  6. Cadence
  7. Context
  8. Catalysts and
  9. Currency

Digital Business Disruption Starts with People-Centric Values

You need to understand culture, community, and credibility. This means that you need to start with Customer Engagement Optimization. How do you make sure you understand your prospects and customers?  Where does listening play a role? Do you have a process to listen to what your employees as well as what your customers think about the company, its products and services? If not, start here.

Digital Business Disruption Is About Communication

You need to understand how channels, content, and cadence of the content on the channels work with each other. So once  we understand the people centric values, how do we engage? What are effective models to connect? Organizations need to transform the way that they interact with their customers – online and offline. What’s the best way to start doing this? Do you just jump into the online conversations? Is it even the right channel?  What content makes sense? How often do you reach out? Are your customers and prospects responding?

Digital Business Disruption Is About Right Time Drivers 

This is where context, catalyst, and currency play a role in enabling engagement optimization. You might ask yourself, “What can you do to make sure your interactions remain relevant? How do you deliver compelling offers that influence a call to action?  What’s required to build sustainable engagement.”

Digital Business Disruption Is About Actionable Insights/Intelligence

Once you have some sense about what customers are talking about – to each other, to your company, to your competitors, how do you deliver an end-to-end actionable intelligence where the workforce is optimized to respond or hear about the issues or kudos? What should be measured?  How do you focus in on the right metrics that matter?

Digital Business Disruption Is About Journey Mapping to Make Improvements

Businesses must realize there is a real need for continuous improvement and optimization. It’s not a one time – take a look at things, change a few of them and then you are done. Nope. It’s about continuous, measurable change. Questions for an organization might be, “How do you improve enterprise processes with the information you learn from this collective solution that is giving you all this actionable intelligence? What organizational issues can this bring about? Is this an easy process? Do people need special skills to collaborate cross-functionally? How do you take where ever you are in the process and manage and enrich these customer interactions? How do you start, how to do improve and how do you maintain this process over time?”

Digital Business Disruption Is About Developing A Customer Engagement Optimization Culture

I can tell you from being a management consultant and having worked in many companies, nothing is going to change unless there is true and authentic leadership that is dedicated to making this types of changes. Senior leadership involvement on a day-to-day business required for success in transforming the company culture. Questions for an organization might be along these lines, “Who should drive the initiatives?  What’s required to build a culture of customer engagement? What kind of training is required? What kind of skill sets?”

Digital Business Disruption Is About Doing So Via Digital Transformation

What this means is that there is the need to change your business model. What business are you really in? Are you selling printers or customer experiences? The shift to digital business changes not only business models but also how companies engage with their customers. And you have to know what business you are in to do this.

If you want to know more about digital business disruption, join Ray Wang and myself on a webinar, May 26th at 11 AM PST.

MY POV: Most business are not prepared for what it takes to make the shift to a digital business. Where do you think you stand with respect to your business’s readiness for change?

quadrant for fast followers

@drnatalie, VP and Principal Analyst, Constellation Research, Covering Marketing, Sales and Customer Service to Deliver Amazing Customer Experiences

 

 

 

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HootSuite Launches Managed Social Media Security & Compliance Service for Enterprises

HootSuite Managed Security & Compliance Services educate and empower enterprises to protect their brand and reputation

To help enterprises protect their brands as they scale social media across their organization, HootSuite has announced the launch of its Managed Security and Compliance Services. This new offering provides organizations with security and compliance tools to protect their brand and social media assets from internal and external threats. This is critical that organizations figure out social compliance. It’s one thing to focus on engagement of your customers. It’s another to make sure that ALL the engagement is of the type of engagement is “on brand” and keeps the brand in integrity.

“While businesses have adopted social media in record numbers, the lack of governance puts enterprises at risk for online security and compliance breaches,” says Greg Gunn, VP Alliances, Business Development, and Platform at HootSuite. “Our new managed services are designed to equip the enterprise with the right tools and response plans so they can safely use social media to grow their business while protecting their brand.”

HootSuite’s Managed Security and Compliance Services creates a secure, complete environment for policy management and enforcement across an enterprise’s entire organization, protecting its brand and data against a full spectrum of security and compliance threats. This is even more important for organizations within regulated industries such as finance, healthcare and insurance, as well as those that are publically traded and require persistent monitoring of their brand reputation.

Who’s using it? Check out ING DIRECT. “The nature of social media means that your brand’s reputation is often at risk,” says Jaime Stein, Senior Manager of Social Media at ING DIRECT. “Therefore, it’s important to have your team aligned and prepared to handle any situation that could compromise customer service or brand reputation. HootSuite’s Situational Simulation prepared our communications team for our recent company re-naming launch so that when it took place, our team was able to handle the response from our clients and the public effectively and efficiently.”

HootSuite’s new Managed Security & Compliance Services features include:

  • Social Media Asset Audit: Identify and govern both authorized and unauthorized social media profiles. The audit creates an Access Control Map, which allows administrators to outline legitimate profiles and determine which users can post to those profiles. We also help to remove illegitimate profiles to restore brand reputation.
  • Situational Simulations: Create a response plan for managing situations that could cause a drastic spike in activity volume on Twitter or Facebook. The exercise then engages users across the organization to react to a social media surge in a controlled environment using the HootSuite dashboard. Upon completion, HootSuite provides an executive summary and recommendations on ways to enhance the process and strategy.
  • Social Media Profile Monitoring: Monitor company-owned social media profiles for any security and compliance breaches. This ongoing service provides custom notifications when changes are made to account profiles to provide prompt alert if a hijacking occurs, and real-time content moderation to ensure all content conforms with predetermined compliance policies.

To learn more about managing risk in the enterprise, sign up now for HootSuite’s live webinar, “Managing Risk In a Social Organization: What Every CIO Needs to Know,” on Tuesday, March 11, 2014 at 11:00 a.m. EST. The webinar will feature insights from Nick Hayes, Security and Risk Analyst at Forrester Research; Lissette Santana, Branding and Stakeholder Communications Manager at PPL Electricity; and Sharad Mohan, Director of Customer Success at HootSuite.

More information:

 

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Join My Webinar: The 7 Steps To Creating Powerful Customer Experiences & Get Social Media ROI

Space is limited.
Reserve your Webinar seat now at:
https://www4.gotomeeting.com/register/267308527

Date: Thursday, August 15, 2013

Time: 12:00 PM – 1:00 PM EDT

Most companies started out in social media with a very tactical approach. They created a twitter handle, put up a brand page on Facebook and said, “Happy Monday and buy our stuff.” And then worried where the ROI (Return on Investment) was. In working with many brands, I found that most companies don’t have any point of reference for best practices or a way to assess their social media and digital marketing program.

cust In this 1-hour webinar, I will walk you through a 7 step process that will not only will allow you to create better customer engagement, but will increase the success in driving customers through the marketing funnel- from awareness, interest, consideration and purchase…. and take advantage of what social media is so adept at – increasing loyalty, advocacy and referrals. This full-funnel marketing process provides executives and/or staff the steps to social media and digital marketing success so that they can:

– Do more of the right things
– Make smarter decisions
– Reduce the politics and come to consensus on the best next steps
– Get people aligned
– Justify the plan to senior leadership
– Track the progress and
– Have the investment in social media deliver real, accelerated business results

I hope to “see” you there!

At Social Business Builders,
we work with brands & software companies to deliver increased revenue and decreased costs.
Our Motto? Learn. Share. Grow!

@DrNatalie L. Petouhoff
310-919-8467

Want to see how to get an ROI from Social Media? Check out these fun videos:
Video 1: Building the Business Case for Social Media
Video 2: How to Measure the ROI of Social Media
Video 3: How Social Media Benefits the Whole Company

Here’s My book on How Businesses can Drive Sales on Facebook: Like My Stuff: How To Monetize Your Facebook Fans

Want to get more info on the business use of social media? Connect with me here:
Twitter:
 @drnatalie
LinkedIn: DrNataliePetouhoff
G+ : Google Plus posts
Facebook: https://www.facebook.com/natalie.petouhoff

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Improve Your Top and Bottom Line With Customer Self-Service Via a Customer Community

Calling all support and marketing professionals! Want to learn how you can reduce support costs, while improving customer acquisition and retention? www.GetSatisfaction.com VP of Product Marketing, Scott Hirsch, interviewed yours truly about how you can leverage customer communities to do just that. Here’s the slides:

And if you want to listen to the presentation: Using Social Technology to Reduce Support Costs and Improve Agent Efficiency

In this interactive session, Scott and I cover how social, online communities:

  • Fit into your customer experience strategy
  • Deflect support email and phone calls to agents, while improving customer satisfaction
  • Generate content that will increase the efficiency of your marketing and PR organizations
  • Increases customer acquisition, retention and upsell…

Here’s the ebook based on based on my research on how Customer Communities Reduce Support Costs: Customer Self-Service if you want to dive deeper into how you can reduce support costs by leveraging communities for your business.

 A community is an online platform that facilitates conversations between companies and their customers across digital channels. The content and connections in the community can be leveraged by businesses for marketing, service/support, sales, brand awareness, and R&D.

Community ROI comes from reducing support costs by reducing the number of customer interactions. How?

–Curate user-generated content for one-to-many support (especially good for “long-tail” content)
–Search engine optimization (SEO)
–Identify and activate super-users for peer-to-peer support
Mint.com was able to:
• See a 75% reduction in support tickets in the first 60 days
• Use the Community as primary support channel

Community ROI comes from reducing support costs by improving support efficiency with multi-channel, real-time, and integrated into business workflows. How?

–Offers multi-channel community (web, mobile, social)
–Integrates with business systems
–Improves knowledgebase efficiency

Restaurants on the Run found they were able to:

• Expand nationally without adding reps
• Integrate the Community with website and chat (Velaro).

Learn. Share. Grow!
@DrNatalie L. Petouhoff
For more info on my work:
Ebook
:Social Media ROI

Social Media ROI YouTube Videos:
Video 1: Building the Business Case for Social Media
Video 2: How to Measure the ROI of Social Media

Video 3: How Social Media Benefits the Whole Company

Book on Monetizing Facebook: Like My Stuff: How To Monetize Your Facebook Fans

Let’s Connect here:
Twitter:
 @drnatalie
LinkedIn: DrNataliePetouhoff
G+ : Google Plus posts
Facebook: https://www.facebook.com/natalie.petouhoff

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Webinar: Muti-Channel Customer Service – Technology Affects an Agent’s Ability to Deliver Great Customer Experiences

Customer Service Professionals need to understand how the customer experience impacts the bottomline. Agents are the frontline for most companies and this research study found that agents with better technology provide better customer experiences.

According to a recent Harris Interactive survey, 90% of consumers say that a customer service agent’s perceived happiness directly impacts the overall customer experience. In other words, when an agent has the right tools to perform their job to the best of their ability the customer experience is positively impacted. The new integrated, multichannel agent desktops offer the right tools and they’re not just a trend but the new reality to engage with today’s channel agnostic customer.

Not convinced? I, along with and Kieron Lawson, LiveOps CTO of Applications discuss recent findings from my latest contact center agent research. You’ll hear real world testimonials and data that explains why now is the time to migrate to an integrated, multichannel desktop and what you should look for when making this purchase decision. To hear the webinar click on the webinar graphic: Liveops Webinar Agent and the Bottomline TMC

What Attendees Learn from the Webinar:

  • How and why an integrated multichannel desktop can result in 25 to 50% increase in agent productivity and agent happiness
  • Is 25% cost savings from these new desktops myth or reality?
  • Is it finally possible to truly improve first contact resolution, reduce customer churn and reduce average interaction handle time and increase customer lifetime value?
  • Should ‘going cloud’ be part of the decision?
  • See a demo of the recently launched LiveOps Engage and hear why this new integrated desktop can help you achieve your agent experience and customer experience goals

Who should attend:

  • Contact Center Managers/Directors/VP’s
  • Customer Support and Service Directors/VP’s
  • Operations Directors/VP’s

Kieron Lawson
CTO, LiveOps

  • Kieron Lawson is the CTO for LiveOps, Inc. In this role Kieron is responsible for establishing the technical vision of the company and leads all aspects of technology development based on strategic direction.

    Moderator:

    Paula Bernier
    Executive Editor TMCnet

    Paula Bernier is executive editor for the IP Communications Group at TMC where she writes, edits and manages editorial content for the print & digital versions of INTERNET TELEPHONY, and writes for TMCnet.

    Bernier was formerly editor in chief of xchange magazine, a Virgo publication, where she worked for more than 11 years. While at that company, she also was the editorial leader for PHONE+ and Sounding Board magazines, as well as various e-books and webinars.

    Prior to that, Bernier was a senior writer for Inter@ctive Week, a magazine that was initially independently owned but was later acquired by Ziff Davis.

    Bernier got her start in telecom at Telephony magazine, where she spent nearly five years, leaving as the news director.

    She also has been on the reporting staffs of various mainstream daily and weekly newspapers in Iowa, Minnesota and South Carolina.


 

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Webinar: Customer Love in the Social Age: 7 Steps for Building a Better Customer Experience

Customer Service and Customer Experience, especially in the age of Social Media is one of the most important capabilities a company can develop. But the ability to provide great customer experiences isn’t new. But thanks to social media your customers are now more connected than ever. If they complain about their experience via social media, thousands or even millions of people can see how your company responds. We call this the Witness FactorTM, and it’s driving significant change in customer service. These new, open interactions between companies and their customers, as well as customer-to-customer, are driving significant change in customer customer service.

In this webinar I walk you through the 7 steps for building a better customer experience in the social age, enabling agents and managers alike to create a strategy, justify the plan to upper management, and calculate the ROI (return on investment) of your initiatives.

Here’s the slides:

And if you’d like to hear the webinar, here you go! 7 Steps to Great Customer Experiences!

Learn. Share. Grow!
@DrNatalie L. Petouhoff

For more info on my work:
Ebook
:Social Media ROI

Social Media ROI YouTube Videos:
Video 1: Building the Business Case for Social Media
Video 2: How to Measure the ROI of Social Media

Video 3: How Social Media Benefits the Whole Company

Book on Monetizing Facebook: Like My Stuff: How To Monetize Your Facebook Fans

Let’s Connect here:
Twitter:
 @drnatalie
LinkedIn: DrNataliePetouhoff
G+ : Google Plus posts

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Webinar Proving Social Media ROI With SocialMediaToday.com & SAP

Proving Social Media ROI: What is Engagement Worth?

How can you conclusively demonstrate the return on your social media investment? Research performed for The Social Customer Engagement Index 2012 revealed that two of the biggest obstacles in engaging with customers on social networks were management buy-in (31%) and determining ROI (28%) – and of course, management is more likely to buy in if the payoff is clear.

Proving Social Media ROI from by myself, Social Media Today and sponsored SAP.
But the path to social media ROI is highly variable, depending on your business, your market, your customers and your company culture. And being able to quantify any investment through ROI is also key in justifying your social media budget ‘ask’.

Listen to the debate on defining, and implementing measurable ROI to every kind of business. Our experts discuss:

  • Building engagement with customers, establishing tie-ins to purchasing and reducing costs of customer service.
  • Is calculating ROI for social media even possible? If not, what’s a suitable substitute?
  • Which ROI-oriented answers do practitioners need to prepare to support their arguments?
  • Which analytics will help a business determine true ROI given its particular market?
  • Key case studies showing how successful groups approached ROI when faced with these questions

Learn. Share. Grow!
@DrNatalie L. Petouhoff

For more info on my work:
Ebook
:Social Media ROI

Social Media ROI YouTube Videos:
Video 1: Building the Business Case for Social Media
Video 2: How to Measure the ROI of Social Media

Video 3: How Social Media Benefits the Whole Company

Book on Monetizing Facebook: Like My Stuff: How To Monetize Your Facebook Fans

Let’s Connect here:
Twitter:
 @drnatalie
LinkedIn: DrNataliePetouhoff
G+ : Google Plus posts

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Webinar: Multi-Channel MultiGenerational Customer Service- Gen X, Y, Millennials, Boomer, Silent Generation -Customer Experience

If you are in a business serving broad consumer markets, your customers are likely to span multiple generations – Gen X, Gen Y, millennials, boomers, silent generation and so on. A one-size-fits-all approach to customer engagement won’t work across these customer segments. Worse yet, you might miss large chunks of your market by not having a multi-generational customer engagement strategy.

It’s well-known that there are significant generational differences in lifestyles, service expectations, attitudes and technology use. For instance, while many of today’s toddlers use iPads, seniors often prefer basic, easy-to-use, cell phones.  92% of adults in the 18-29 age group use social versus 38% in the 65+ age group. Younger, social networking users expect faster service and prefer NOT to use the phone. If your whole operation is based on calls, you are not prepared for this next generation of customers. And to complicate matters, regardless of age group, many customers have also gone multichannel.

How can you plan for a multi-generational consumer engagement strategy?

How do you design and deliver generation-tailored customer journeys so you can outperform your competition?

I did a webinar on the topic of Multi-Channel MultiGenerational Customer Service with Don Muchow, Sr. Product Marketing Manager for eGain  eGain, a leading provider of customer engagement software. Click on the graphic to listen to the webinar:egain AMA webinar dr natalie customer service

Learn. Share. Grow!

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Webinar Alert: “How to Make a Business Case for Social Media Analysis” 11/15 12:00pm EST

I thought my readers might be interested in attending an upcoming complimentary webinar featuring myself, How to Make a Business Case for Social Media Analysis on Thursday, November 15 at 12:00pm EST (9:00am PST).

Space is limited. Reserve your webinar seat today.

ABOUT THE WEBINAR

2.7 zetabytes of data exists in the digital universe today. Predictions estimate that 35 zetabytes of data will be generated annually by 2020.* IDC estimates that by 2020, business transactions on the Internet- business-to-business and business-to-consumer – will reach 450 billion per day.  Facebook alone stores, accesses, and analyzes 30+ petabytes of user generated data.* How do you make sense of it all?

Clearly, the rate at which businesses are able to quickly analyze, accurately interpret, take action and pivot on the myriad of consumer interactions coming through channels such as Facebook, Twitter, blogs, forums, newsfeeds, mobile, et al, will be determining factors for future business success. With competition and the influx of interactions growing daily, some departments still struggle with their social media strategy and how to build a business case for the support and funding of a social media analysis initiative. 

Join Social Media ROI Strategist Dr. Natalie Petouhoff and Crimson Hexagon’s Vice President of Marketing Wayne St. Amand for an exclusive webinar. Learn how to make a business case for social media analysis that will improve your chances for social media budget funding and expand your business. 

In this webinar, we will discuss:

  • How to use a 4-step process to build a business case for a social media analysis initiative
  • How to distill a business case into one simple sentence
  • How to quantify social media benefits and the five benefit categories
  • Case studies on how leading companies are using deep insights in social media analysis to execute meaningful actions that prove the associated business case

Space is limited. Reserve your webinar seat today.

 

ABOUT OUR FEATURED SPEAKERS

Dr. Natalie L. Petouhoff ~ @drnatalie
Social Media ROI Specialist and Social Business Strategist

Dr. Natalie is an adjunct professor leading a Social Media Business Course at UCLA and at Anderson School of Management. She helps clients by providing unique business perspective on how to apply social media to business.

She uses social media assessments to determine the capabilities and readiness of an organization or department. And then can set up social media business cases, measurement programs, using social media ROI calculators to help clients to develop social business strategies, tactical and real-world execution capabilities so that social media increases the bottom line.

Wayne St. Amand ~ @WayneSaint
Vice President of Marketing, Crimson Hexagon

Wayne St. Amand is a veteran marketing leader with a track record of significantly acclerating the growth trajectory and valuation of technology businesses. At Crimson Hexagon, St. Amand is responsible for driving business expansion through the company’s global corporate and product marketing efforts.

He works actively with the company’s customers to discover and communicate some of the world’s most groundbreaking uses of social media analysis technology.

 

Learn. Share. Grow!
@DrNatalie L. Petouhoff

For more info on my work:
Ebook
:Social Media ROI

Social Media ROI YouTube Videos:
Video 1: Building the Business Case for Social Media
Video 2: How to Measure the ROI of Social Media
Video 3: How Social Media Benefits the Whole Company

Book on Monetizing Facebook: Like My Stuff: How To Monetize Your Facebook Fans

Let’s Connect here:
Twitter:
@drnatalie
LinkedIn: DrNataliePetouhoff
G+ : Google Plus posts

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Webinar: How To Increase Your Social Media Enagement and ROI

Did you know 84-97% of your fans aren’t seeing your Facebook posts? Yep, that’s due to EdgeRank. Facebook admits that the average page only reaches 16-17% of its fans. And data from PageLever shows that pages with millions of fans reach as few as 3% of their fans- that is especially true for large brands who typically have large budgets for social media and Facebook.

If you are interested in not wasting money your Facebook as well as your Twitter interactions — either the budget you are spending on content, the salaries of your community managers, etc… then you need a way to understand what your engagement on social networks is, especially compared to your competitors. New specific vertical industry reports provide exactly that type of data.

The industry reports provide a comparison of the top 10 brands within a vertical market. The reports look at the comparative engagement on Facebook and Twitter. What brands learn is who has the highest engagement on Facebook and Twitter. It looks at what type of content has the highest interactions per channel. In addition, the report looks at what days do customers interact more with the various types of content.

The value to clients is that they get a good view of what where they stand compared to their customers, what type of content they should be focusing on and when to publish / republish the content to get the largest engagement. It allows companies to gain higher engagement scores and beat the fact that the marketing funnel is essentially collapsed because few people see the brand’s content.

This webinar will help you avoid wasting millions of dollars spent on social media. We’ll cover:

* How what you don’t know about Facebook engagement can kill your brand’s engagement performance
* How some companies are wasting millions of dollars on content marketing. Is that you?
* How some brand’s are using vertical Industry Reports to compare their engagement to competitors & transform their engagement and content strategy.

Sign up: http://bit.ly/X8WFNL

You’ll hear from Jason Cormier from Room214, myself and Brian Carter from InfiniGraph

Learn. Share. Grow!
@DrNatalie L. Petouhoff

For more info on my work:
Ebook
:Social Media ROI

Social Media ROI YouTube Videos:
Video 1: Building the Business Case for Social Media
Video 2: How to Measure the ROI of Social Media

Video 3: How Social Media Benefits the Whole Company

Book on Monetizing Facebook: Like My Stuff: How To Monetize Your Facebook Fans

Let’s Connect here:
Twitter:
@drnatalie
LinkedIn: DrNataliePetouhoff
G+ : Google Plus posts

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