7 Steps to Create Powerful Customer Experiences and Get Social Media ROI

In this webinar with Crimson-Hexagon, I walk through seven steps that help brands create powerful customer experiences as well as where the ROI is… which seems to be difficult for some people to see where the return on integrating social media into a business is possible. Here’s the link to listen to the webinar. In particular, I show how social media monitoring is key to a social media business strategy.

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IMCI Multi-Channel Customer Support Collaborating with Marketing

Companies can’t sell to customers who are mad. But what’s happening in social media is that customers are complaining in social channels- often times because the public nature of the channel forces the company to quickly act to get things tidy up. There’s nothing worse than when you’ve just spent months working on a great marketing campaign and launched it only to find that customers are posting #fail in the middle of it.

This webinar looks at how to handle Multi-channel Customer Support where not only is Customer Service participating with customers via software, but also so are other departments, like Marketing. And while Marketing may have some software that allows them to monitoring and interact with the customer – without it being connected to Customer Service – an issue that isn’t resolved can turn into a PR nightmare.

The idea of the old marketing funnel is dead. Customers can be enticed or pushed away at any part in the customer lifecycle. The key is how to empower your company various functional departments with the ability to not only see but also interact with customers in a collaborative fashion across all functional departments with software that allows them to see the customer, the interactions with all departments and across all channels, both traditional and social channels. This webinar which was done in collaboration with ICMI.com and InContact looks at how software can enable the ability to to scale multi-channel social and traditional customer interactions.

Here’s the link to the webinar- just click on the graphic below….

Integrating Marketing and Customer Service Customer Interactions

 

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Webinar & Slides: How to Build a Case for Social Media Funding and Expand Your Business

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 a determining factor for future business success.

biz

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.

This presentation is about discovering:

  • 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.

Watch this webinar to see how I and Crimson Hexagon’s Vice President of Marketing, Wayne St. Amand, insights on how to make a business case for social media analysis that will improve your chances for social media budget funding and expand your business.

You can view the webinar here, and here’s the slides….

Executive Success Acceleration Firm
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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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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Social Customer Service—The Pivotal Driver of the Social Enterprise

The white paper I wrote is about Customer Service being the pivotal driver of the social enterprise. One could argue that Marketing should be the driver of the social enterprise. Others might even say that since it involves software, IT should lead it. Perhaps because Customer Service is always in communication with the customer and the software they use to do this scales — its what they have always done, they should lead the social customer interactions.

The issue for most organizations is that there isn’t one central group of people that is collaborating to foster the cross-functional collaboration required to do social really well as well as to gain the increase in revenue and decrease in costs that social aligned with traditional business can bring.The social customer is a radically new breed of consumer. They post online in e-review sites, in public forums, on blogs, on Facebook and Twitter. They don’t hold back. And these unabashed posts are in the open for everyone to see—other potential and current customers, competitors, your board of directors, etc. so it’s become impossible to ignore.

This white paper explores the idea that the software commonly used in Customer Service could provide other departments with the same access, awareness to what is happening with the customer and the ability to respond to customers. Should Social Customer Service Software be used by all departments?

Reward and Delight Customers with LiveOps

Watch this short video to see how LiveOps can help enterprises tackle the challenges of today’s customer interactions—quickly, easily and efficiently.

Learn more about Social Customer Service and LiveOps

  • Social Customer Service Webinar, presented by Dr. Natalie Petouhoff, prominent Social Strategist and Evangelist, and Sanjay Mathur, LiveOps SVP of Product Management.
  • White Paper, “Social Customer Service: The Pivotal Driver of the Social Enterprise,” by Dr. Natalie Petouhoff.

Want access to these resources? You can get them by clicking here.

Executive Success Acceleration Firm
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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Webinar: Demystifying the ROI of Social Media

As businesses adopt social media, executives are asking to substantiate the budget requests. While most corporate initiatives require a business case and estimated return on the investment to a business, social media is one initiative that many business leaders are unsure how to quantify.

Social media expert Dr. Natalie Petouhoff joins Crimson Hexagon’s Vice President of Marketing Wayne St. Amand to cover how PR professionals, Brand Managers, Product Managers, Product Development and Marketers can benefit from the deep insights that social media monitoring can provide.

In this webinar, you’ll learn:

  • Real social media monitoring case studies with the data that drove business decisions.
  • How to set-up your social media measurement program.
  • How to calculate ROI of social media.

This webinar is a “must watch” prior to planning your next marketing budget. You can view it here.

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:
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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