Social CEM: Moving Beyond Customer Loyalty to Customer Advocacy And Customer Experience (Part 2)

Leveraging Global Trends to Engage Today’s Consumers
According to Nielsen’s latest Global Trust in Advertising report (Figure 3) which surveyed more than 28,000 Internet respondents in 56 countries found that:
» 92% of consumers say they trust earned media, such as recommendations from
friends and family, above all other forms of advertising.
» 70% of global consumers surveyed online indicate they trust messages from online consumer reviews, an increase of 15% in four years.

While many companies are spending millions of dollars in traditional advertising, data like this suggests that perhaps money might be better spent developing social customer experience initiatives. Figure 3. Consumers trust recommendations from people they know more than TV, newspaper or radio ads.

tvTargeting the Millennial Generation
While global trend research points to the need for the management of customer experience and advocacy, companies need to especially focus on the Millennial Generation. This next generation consumer is a unique and large target segment, consisting of consumers that are 13 to 29 years of age, who have adopted social media into their daily lives more rapidly than any other target market. This group is particularly important as history has shown that early adopter behavior typically points the way to mass market adoption of new technologies. While over 50% of the world’s population is under 30 years old, the purchasing power of the Millennial group is estimated to be $170 billion per year. According to comScore3, in the U.S. there are:
» ~79M Millennials (born between 1981 and 2000)
» ~48M Generation Xers (born between 1965 and 1980)
» ~79M Baby Boomers (born between 1946 and 1964)

In Edelman’s study of Millennials, “The 8095 Exchange: Millennials, Their Actionsbrands
Surrounding Brands, and the Dynamics of Reverberation,” they found a direct link
between the immersive, symbiotic relationship Millennials have with social networking
channels and the likelihood to define their personal brand and reputation by aligning
themselves with brands they favor.

According to the study, 86% of Millennials are willing to share information about their brand preferences online, this means creating customer experience programs is of the utmost importance for companies.
Brands must understand and use the demographic, psychographic and online
interaction preferences of Millennials if they want to learn how to engage this next
wave of the largest mainstream market segment.

For instance, when engaging or surveying Millennials, standard consumer survey approaches may not garner the
response expected. Tech-savvy consumers often are fatigued by wordy, lengthy
demographic surveys and the old style of interrogation. Instead companies need to
consider engaging in a dialogue with not only Millennials, but all consumers.
In fact, consumer surveys should not be generic but rather they should capture
the unique customer experience with the brand. For example, a company who is
very focused on the customer experience would actually post completed survey
questions/feedback in the back room of the retail store or a restaurant. With that
information of what the customer experience should look like, staff members can
use it as their guide to focus their customer interaction behaviors.

An insightful survey should capture the customer’s emotional experiences with the brand, moving
beyond traditional questions that tend to interrogate customers. For example, in a
food service context, a generic question like “Was your drink hot (or cold)?” is an
impersonal way to ask a question. A new way to phrase it would be: “The drink was
prepared perfectly for me.”

We’re not done yet…make sure you check back for part 3!

Dr. Natalie: voted Top 20 In Social Media HuffPo
Dr. Natalie’s ebook: voted as one of the Top Ten Most downloaded Social Media ebooks- On smROI

Click here to watch my videos on Social Media ROI:
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


Dr. Natalie’s Executive Success Acceleration Firm™
Executive Business Strategy Advisor & Social Customer Experience Industry Authority & Consultant

The Doctor Knows Social Media ROI & Our Business Strategies Rx Get Results!
Our Motto? Be Awesome by: Learning, Sharing & Growing!

What we do: We work with companies to deliver increased revenue and decreased costs:

  • Executive Leadership Guidance on Strategy and Business Use of Social Media
  • Social Media / Business Benchmark Assessments – Tell you what you got/ what you might consider
  • Social Media ROI – set-up measurement capabilities and dashboards
  • Workshops on Business Strategy: Customer Experience, PR, Marketing, Customer Service & Internal Employee Advocacy
  • Instructor MEMES Summer Institutes at UCLA Anderson & UCLA Extension
  • Customer Experience / Social Customer Service Excellence Benchmarking Assessments & Advisory
  • Software Company Visualized-ROI, Persona-based Solution Selling w/ Targeted USP & Messaging / ebooks, White Papers, Webinars…
  • Social Media Training, Organizational Change, Motivation and Goal Setting

My book: Like My Stuff: How To Monetize Your Facebook Fans

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Forces That Drove Social Media Initiatives Before ROI

There are a number of forces that drive a brand’s involvement in social media. Some brands had executives ask, “So what are we doing about Facebook and Twitter?” Often times the leadership wasn’t sure what they wanted, but they knew their competitors were doing something, so they had to join the party. This meant that there wasn’t any real business analysis; it just happened because the boss said so.

Then there are the companies that had to react to planned social media PR disasters. The immediate, negative public attention drove the decisions—so the need for a short-term business case or to calculate the ROI was averted by knowing an untamed disaster could cost much more. But once the disaster has been averted, these types of brands are looking beyond crisis management to justify their expenditures in social media. Here are some examples:

Domino’s Pizza Employee’s Handling of Food

Domino’s Pizza employees posted a video of poor food handling on YouTube. The video quickly went viral on social media channels and was seen by millions of people. The story was picked up by major media outlets. This hurt Domino’s reputation and sales decreased significantly after the crisis.

The Gap Logo Change

The Gap launched a new logo. The social media response was negative, fast and furious. After less than two weeks the Gap changes back to the old logo. The company is then roundly criticized for being indecisive and out of touch.

United Airplanes Breaks Guitars

Dave Carroll’s guitar was damaged on a United Airlines flight. Dave posted a YouTube video about his bad customer service experience with United Airlines. That resulted in the media picking up the story. The media, the CNN’s Situation Room with Wolfe Blizter reported on it.

Some brands are proactive and coordinated about social media, meaning they actively pursued social media as a part of their cultural DNA. Brands like Zappos, Intuit, iRobot and American Express fall into the category of proactive types of early adopters and innovators culture. They didn’t have the business case, but forged new ground in social media regardless. When the leaders of Zappos started the company, they didn’t have money for marketing and sales. They adopted social media proactively because the leadership based the growth of the company on great Customer Service. The leadership intuitively knew that social media could be used to gain customer and press advocacy. They used positive word of mouth to go from $0 to $1 billion company in ten years. But this is not the norm.

Others had people who, without permission or budgets, lead the charge for social media as individuals. In this case, most of the company had not bought into social media. Brands like Comcast and Jet Blue had individual employees- innovators and early adopters, who took it upon themselves to initiate social media programs. These types of people did so before they got permission from upper management or a formal budget.

Why This Is Important To You:

Consider if your brand is more on the proactive or reactive side of social media. This will help you understand what the driving forces are within your organization and within individual functional departments. Realizing that some groups are approaching social media without measurement and others are dead set on it, can help you traverse the political waters and lead your organization to better social media outcomes.

Also note that there are interdepartmental struggles for who should lead the social customer interactions. Each department, whether it’s PR, Marketing or Customer Service all have good reasons why they might feel they should lead an organization’s social media initiatives. The truth is that all departments have key roles to play in this burgeoning field. Try to foster a collaborative point of view on working with other departments. It may not be easy at first, but it does affect the customer experience. Here’s a video on how social media benefits the whole company, which could be the beginning of a discussion around a collaborative approach:

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 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:
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ROI of Social Media: Myths, Truths and How to Measure

Are You Wondering How To Calculate the ROI of Social Media?

If you have downloaded my ebook you probably want to know how your social media initiative could or is providing value to your organization.  And you might have heard a range of things on social networks, on webinars or at conferences questioning why you would calculate the return on investment (ROI) of social media.

  • Would you calculate the ROI of a phone?
  • Would you calculate the ROI of your mom?
  • Would you calculate ROI of your pants?

And you might have also heard that social media ROI can’t be calculated, but you can track things. Or that

the ROI of social media is that you will be in business in 5 years, or that social media ROI is that your customer satisfaction score went up 5 points because of your online community.

And while some of these statements might make you chuckle and others might seem like they are true, they don’t really help you in a business meeting with peers and executives who want real business answers.

If you are a skeptic about social media, it may seem like an unstructured stream of consciousness. Why would you dive into what seems immeasurable? And without a way to obtain benchmarks, how could you tell when something works? How could you track the progress and gather the right metrics or do more of the right things? And now when to stop doing the wrong things? How could you articulate the business case for social media?

If you are on the front lines doing social media, you may be witnessing your customers making purchase decisions based on what other customers write in e-reviews or clicking on your deal links in Twitter. You may be seeing the sentiment towards your brand went from being pretty negative, to now more favorable because you are reaching out to unhappy customers and making things right. You might be gaining share of voice online over your competitors or seeing that customer advocacy for the brand is building online with key influencers and brand advocates.

Whether you fall into the first or second group, the issue of justifying the business case for social media is the B-I-G question. How would you justify what you want to try or are currently doing? How do you ask for budget for people, process and technology? How do you speak intelligently about a field where people are comparing the ROI of wearing your pants to the ROI of social media?

Research Study: Marketers Are Unsure How to Calculate Social Media ROI

The fact is there is an ROI of your mom, a phone and wearing your pants. There is an ROI of anything that provides value. And that’s the point I want to make. However, how one would calculate social media ROI is not always obvious. A study by Lenskold Group[i] assessed social media ROI measurement best practices compared to traditional marketing ROI measurement. This study found less than 20% of marketers feel they can measure social media ROI (see Figure 1).

Marketers for whom social media is a high priority (55%), said the reasons why measurement is a priority (see Figure 2) are because:

  • 65% need to improve effectiveness
  • 59% need to improve integration with other marketing
  • 48% feel pressure to report quantified outcomes.

Figure 2 also shows, for marketers who ranks social media as a low priority (45%), the study found that:

  • 41% are still experimenting with social media
  • 19% don’t have defined metrics or objectives and
  • 18% currently have very low social media budgets.

 

Stay tuned, as I’ll be diving deeper into this topic. Impatient? Feel free to download my ebook here.

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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 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
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KEYNOTE: Obtain a Higher ROI On PR & Marketing Initiatives : Competitive Engagement Reports

Did you know that there are over 3.5 billion pieces of content shared each week? This Keynote Presentation is about the transformation of brands- from static icons to social, digital experiences. Its’ about how companies need to reconsider their strategic and tactical approach to not only traditional marketing but also how to address the need for social media as part of the mix. This speech reveals a 6 steps process to follow to obtain a higher social media ROI. The Competitive Engagement reports provide strategic intelligence and tactical planning guidance; applying the insights, brands see at minimum a 30 percent increase in engagement. TCBY saw more than a 300 percent increase.

Strategy Intelligence:
Am I effectively deploying my marketing spend?
Is my engagement better or worse than my competitors?
Is my content marketing a competitive differentiator?
Do I know how to use real-time data to make these decisions?
Are my expenditures being wasted or are they highly effective, compared to competitors?

Tactical Intelligence:
Am I creating enough of the right type of content?
Am I releasing content on the right days and times of a day; the right channels?
What can I learn about my competitors and improve my engagement?

And did you know 85-97 percent of your fans don’t see your Facebook posts? That’s due to Facebook’s EdgeRank. Data from PageLever shows brands with millions of fans are only reach 3 percent of their fans. One way to combat EdgeRank is creating better posts. EdgeRank gives greater exposure (reach) to posts that are more engaging. Boring posts decrease your reach and thus your bottom line. The solution is more interesting posts. But the question is, “What makes a better post?” Without the right data, you can’t possibly know and are flying blind. What would your CFO think about that?

For more info on the Vertical Industry Engagement Performance Reports:
http://www.smo.infinigraph.com/

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:
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@drnatalie
LinkedIn: DrNataliePetouhoff
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New Book on TRUST by David Horsager – The Bottomline of Success

David Horsager, author of The Trust Edge, reveals the foundation of genuine success. What might that be? Success, in its most simplest element, requires clarity and trust. What’s great is the book is based on research – so you can take it to your executives and get buy-in. And what is also wonderful is that research has been translated into “how to” so the principles in the book are laid out perfectly for the practical leader to take and make their own. This is a great book for leaders who want to gain faster results, deeper relationships, and a stronger bottom line.

Being the ROI Maven – I was fascinated by the way David has figured out how trust is quantifiable. As many of you know my background- I didn’t start out by being an ROI-focused person. I went in that direction because it was difficult — often times–  to get people to understand the value of what was being presented –regardless of what the offering was – a new training, a new way to look at consulting, a new way for sales & marketing… and this was true whether I was an executive in a company, a management consultant or an analyst. So I began back when I was at Hughes Electronics to look at the ROI of human potential — I calculated the ROI of an employee development program. Without it, I was nearly laughed out of the room to suggest that engineers would be affected by a program focused on their development. With it, I was given a very large budget to put an end to the high attrition rates the company I was working with was experiencing!

Here’s how David looks at the bottom-line:

David’s platform and point of view is great for bringing dramatic results to businesses and leaders because he makes people think differently about how to achieve lasting success. In this book, Horsager teaches readers how to build the 8 Pillars of Trust:

English: David Horsager, America's Business Tr...

English: David Horsager, America’s Business Trust Expert (Photo credit: Wikipedia)

1. Clarity: People trust the clear and mistrust the ambiguous.
2. Compassion: People put faith in those who care beyond themselves.
3. Character: People notice those who do what is right over what is easy.
4. Competency: People have confidence in those who stay fresh, relevant, and capable.
5. Commitment: People believe in those who stand through adversity.
6. Connection: People want to follow, buy from, and be around friends.
7. Contribution: People immediately respond to results.
8. Consistency: People love to see the little things done consistently.

When leaders learn how to implement these pillars, they enjoy better relationships, reputations, retention, revenue, and results. What you will learn as you read The Trust Edge is how trust has the ability to accelerate or destroy any business, organization, or relationship. The lower the trust, the more time everything takes, the more everything costs, and the lower the loyalty of everyone involved. Conversely, an environment of trust leads to greater innovation, morale, and productivity.

The trusted leader is followed. So for those of you looking to increase your leadership capabilities, this book is an essential tool. And if we think about it, we know the content makes sense — whether its from the trusted salesperson, from who people will buy; whether its the trusted brand, people will pay more, come back, and tell others.

When you break it all down, trust, not money itself; what it is- is the currency of business and life!

You can get your copy of the Trust Edge here: http://amzn.to/RB62Dq  Follow David here: @davehorsager

Learn. Share. Grow!


Learn. Share. Grow!

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
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2012 SuperNova Award Semifinalists #SNA12 Part 3

We’re just a few days away from knowing who is going home with a 2012 SuperNova Award! Let’s dive right in and look at 2 semifinalists who are up for the “Consumerization of IT and the New C-Suite” award.

Cari Cook, Executive Director, Delta Delta Delta (Tri Delta)

“The 16,000-member Tri Delta fraternal organization had been using manual bookkeeping styles of chapter financial management that were time-consuming, complex and often imprecise – for both chapter and headquarters leadership. Senior management led a project to automate and standardize accounting and financial management by introducing a cloud/SaaS-based accounting and payments technology system and completely changing internal processes associated with billings, payments, accounting and more. The project, which required no start-up funds, has driven dramatic measurable improvements in virtually all areas that define success for a non-profit: revenue, cash flow, collections, recruitment, fundraising and charitable donations.”

Founded in 1888, Tri Delta is a leader among social Greek organizations through its passion for progress and visionary thinking. Through partnerships with nationally recognized organizations like St. Jude Children’s Research Hospital, award-winning publications like The Trident and innovative collegiate and alumnae initiatives, Tri Delta is committed to leveraging our timeless values to revitalize the sorority experience. For more information, please visit www.tridelta.org or call (817) 633-8001. You can follow Tri Delta on Twitter at @TriDelta.

Leerom Segal, President and CEO, Klick Health

As CEO and President of Klick, Leerom Segal spearheaded the development of a revolutionary management tool called Genome. A custom-built intranet with a full suite of tools aimed at managing time, budgets and people, Genome replaces e-mail, timesheets, spreadsheets, memos and office gossip (amongst other things) by harnessing big data and social technologies, and has been the key competitive advantage that has allowed Klick to grow an average of 30% every year in its 15 year history.”

Klick Health is shaping the future of digital health. We are the world’s largest independent digital health agency and are rapidly growing. Our depth of industry thought-leaders gives us the edge in developing engaging digital experiences rooted in strategic and marketing insights, creative thinking and technological expertise.

We partner with leading healthcare companies to create digital solutions that educate and engage both industry professionals and healthcare providers about life-saving treatments. We also help inform and empower patients to manage their health and play a central role in their own care. Every solution hinges on our in-house expertise across the digital universe – creative, analytics, instructional design, user experience, relationship marketing, strategy, social and mobile.

We pride ourselves in creating one of the most unique and innovative workplaces in North America. Klick Health is the sole recipient of the triple crown of Canada’s most recognized awards: Best Employers, Best Managed, and Fastest Growing Technology Company in North America. You can follow Klick Health on Twitter at @klickhealth.

I’m looking forward to seeing who will walk away a winner!

To learn more about the other semifinalists, click here.

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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How to Improve Customer Service by Dr. Natalie (Part 5) – Why It’s a Force Multiplier for Your Business

Customer Service Your Guide to Integrating Social Media to the Customer ExperienceWhy OODAing so Important to Social Customer Service?

Social Customer Service As a Force Multiplier

In keeping with the military theme, integrating Customer Service with social media can become the force multiplier for your business. First, let’s define the term “force multiplier.” Its pretty much what it sounds like.

In military terms, a force multiplier multiplies the effect of the existing forces. It ascribes a greater value to the same number of assets. This brings new math principles into play, where 1+1 provides a higher value than 2.

For the whole story on how to use the OODA Loop as a unique way to use Social Media to improve Customer Service, download the white paper here. Or read on… A force multiplier is also a factor that dramatically increases or “multiplies” the effectiveness of an item or group—in this case, Customer Service. It is the way social media is used in Customer Service that extends its benefits to all parts of the business. Imagine having the know-how and tools in your service organization that can propel your whole business forward exponentially

While many departments touch the customer experience, studies show that the place where customers end up the most angry with a company are the experiences they have with Customer Service. And because Customer Service interactions are where the company learns about its products and services, meaning it’s the one place where customers call the company to give it feedback, it is the department most suited to following an OODA process.

This is true whether the feedback comes from phone calls, chats, emails or social channels.

For the whole story on OODA Loop and How to Use Social Media For Business download the white paper here.

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

Setting an OODA Loop strategy puts Customer Service as the key to innovation, change, competitive advantage… Customer Service becomes the reality check for PR brand promises, the ability to deliver key marketing messages and sale promises as well as to provide feedback to back-office functions like billing, engineering, manufacturing, shipping, etc.

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