SOCIAL MEDIA AND THE CUSTOMER EXPERIENCE. View The Webinar. Presented by: Jeff Hodson Aspect. Hosted by: Sally Hurley VIPdesk
|
|
- Brianne Parrish
- 3 years ago
- Views:
From this document you will learn the answers to the following questions:
What was reserved for the employees?
What type of awareness did the company have?
What airline is the Objective Holistic push?
Transcription
1 SOCIAL MEDIA AND THE CUSTOMER EXPERIENCE Presented by: Jeff Hodson Aspect Hosted by: Sally Hurley VIPdesk View The Webinar 1
2 About The Presenter Jeff Hodson Principal Architect, System Architecture More than 20 years of industry experience Provides architectural guidance and develops technology roadmaps Provides requirements analysis, architecture and design efforts Researches, trains, guides and consults Aspect on Microsoft technology roadmap 2
3 WHY SOCIAL MEDIA TOOLS ARE BECOMING INPORTANT TO CUSTOMER CARE 3
4 Ease of Access and Informality Focuses on building online communities Who share like interests and activities Who are interested in exploring Provides structure and management of online presence Individuals and organizations Connectivity and interdependency Visibility, transparency and security Availability and accessibility Can include the following capabilities Blog, chat, , video, profiles, links User groups, security, web pages 4
5 It s Where The Rest of the Story Is For the top 25 social networks ~205 million unique audiences ~45 billion minutes/yr ~2.4 billion visits/mo 4 th most popular online activity Behind search, general interest portals and S/W manufacturers Now ahead of Facebook is a standout ~20.5 billion minutes/year ~3h10m/user/year, highest online 9 th most popular brand online 5
6 Your Customers Are Using It (For Better or Worse) Audience more encompassing Shifting from the young to the mature Greatest demo growth: ages Improved site designs Improved privacy and security Activity and cause focus More at stake; leverage services o Career, income, identity Slowest demo growth: ages 2-34 Greatest geo growth: Europe Followed by Australia then U.S. Social network landscape 6
7 Social Media Has Become Business Friendly Providing access to critical information Ease of integration Research Investigation Trends analysis Analytics New avenue of opportunities Marketing Competitive Support Services Promotion and Sales Gain new input characteristics Attitude Pulse Temperature Choose wisely best fit, relevant info, and aggregate! Understand the context 7
8 OVERVIEW OF COMPANIES THAT HAVE SUCCESSFULLY INTEGRATED SOCIAL MEDIA INTO THEIR CUSTOMER RELATIONSHIP STRATEGY 8
9 Southwest Airlines Objective Holistic push approach; Establish authentic relationships Participate in numerous sites simultaneously Social Media Presence Twitter, Flickr, Facebook YouTube, LinkedIn Primary Buzz Management Blog Nuts about Southwest - ~70K UV/month o Always up to date o Quality information, coordinated Twitter - ~8K followers LinkedIn - ~3000 active employees o Connecting their professional networks Results Brand awareness Loyal following Huge volume of traffic Aspect Software, Inc. All rights reserved.
10 JetBlue Objective Internal coordinating efforts, training and communications outside External push news, event; gauge temperature and attitude Social Media Presence Twitter, Facebook, MySpace YouTube, CEO Blog Primary Buzz Management February 2007 JFK stranded passengers o YouTube response from CEO o Direct avenue right person, right time Internal communication boost o More avenues for innovation and sharing Results o Processes, Playbooks, e-learning platforms Efficiencies in communication Brand awareness; improved loyalty Appropriate responses with good and bad news Aspect Software, Inc. All rights reserved.
11 Comcast Objective Improve overall customer experience Leverage multiple systems to inform and how to get help Make all levels of company approachable Social Media Presence Twitter, Facebook, MySpace YouTube Fancast.com; CEO Blog Primary Buzz Management Dedicated team of official social media agents o Empowered to represent company in own way o Named reputation within social fabric Preemptive issue resolution if possible o Avoid defections to another service o Superbowl 30 second interruption Twitter monitoring and engagement Results Removing the CRUFT Aspect Software, Inc. All rights reserved.
12 INTRODUCTION TO SOCIAL MEDIA TOOLS AND TRENDS 12
13 Social Media Tool Types and Participants Source: Gartner 13
14 Monitoring Services are Key 14
15 Trends Movement towards quality, not quantity Driven by economy, content difficult to manage/understand Exclusivity trumps accessibility Personalization, sophisticated pairing, less transparent Everyone s becoming a marketer Followers, influencers, tags, blog rolls Social shopping Opinions, advice, testimonials, recommendations Users have stronger brand relationships than offline counterparts Consolidation and segmentation Providers, user accounts, targets, demographics 15
16 Social Vision and Roadmap Social media becomes a part of everything a user does (on the net) Will become less site centric More device pervasive whether desktop, smart-device New forms of communication will continue to emerge Twitter a recent example Presence to become more sophisticated Documents Devices Location Topic Complexity in analytics This where the real value for customer care 16
17 WHAT WILL THE ROLE OF THE CONTACT CENTER BE IN SOCIAL MEDIA MOVING FORWARD 17
18 Today s contact center social network face Communication News & Events Collateral Services Community boards Blogs from experts Service/Partner portals Feeds RSS Tweets Advanced Buzz Management 18
19 Primary integration benefits customer facing Expands contact space and point of collaboration Time, channels, audience, data Leverages skills and models of next generation agents/users Becomes extension of agents presence SN users feel connected Early guidance and support Reaches people where they play After hours, lunch breaks, week ends Increases integration points Feeds Self-service into agent desktop 19
20 Secondary integration benefits internal improvements Appears more personable, informal, satisfying Better adaptive analytics That understand customer intentions Can customize services and interactions accordingly Opens new roles for contact center Satisfaction and retention campaigns Expand customer base Market analysis and service optimization Impacts positively to corporate bottom line Analytics, forecasting, innovation, efficient Competitor, customer and business insights 20
21 Social Media and a contact center differentiator Different from traditional reactive customer service paradigm Involves contact center early in customer service lifecycle Heads off confusion that would otherwise lead to issues/tickets Different from traditional outbound scenarios Customer shares common interest Customer wants to be informed Contacts are qualified ; better success rate Different service engagement experience Queues, wait times, attention messages disappear Classification based on social information o Age, likes, hobbies, followers, and more 21
22 Proactive contact center strategies with social media Collaboration extends beyond original target user 2 nd /3 rd level friends, groups, communities benefit; similar tastes Marketing++; Sales++, Support++ can benefit Can focus on heavy social influencers (many followers) Early notification and response Temperature of users reaction on news/service/satisfaction Ideas for service or process improvement; competitive analysis Unsolicited feedback objective?; what s working and what s not New avenues to discover, track and follow-up with people Via friends, whereabouts, current activities (e.g. collections) Nothing about public SN is private; info available to use 22
23 Not interaction as usual - requires something new New contact type Social Media New transaction model ongoing or interjection May go on for months, year or never end May involve unregistered or anonymous contributors May include multiple and different endpoints New agent skills Service oriented, good communicator, quick thinker Freedom to dialog, can represent business New lines of demarcation Measurable units of work Points of entry and exit 23
24 Hurdles still needing crossed Tracking and reporting Best practices Handling interactions, measuring, reporting Identifying legitimate content Filtering out the cruft Vendors and 3 rd parties Different types and integration points Monitoring services want to become more Infrastructures Cloud aware Millions of users 24
25 Additional Information from Aspect Additional Information from VIPdesk
26 aspect.com
Elevate Customer Experience and Engagement in the New Digital World
Elevate Customer Experience and Engagement in the New Digital World John Chan CRM Solutions Lead, Microsoft Business Solutions Microsoft Asia Customer buying behavior has fundamentally changed therefore,
More informationHow To Listen To Social Media
WHITE PAPER Turning Insight Into Action The Journey to Social Media Intelligence Turning Insight Into Action The Journey to Social Media Intelligence From Data to Decisions Social media generates an enormous
More informationAnalyzing the Impact of Social Media From Twitter to Facebook
Analyzing the Impact of Social Media From Twitter to Facebook Analyzing the Impact of Social Media: From Twitter to Facebook Engaging and monitoring the new world of social media are the big first steps,
More informationOur clients are tapping social media to generate brand awareness and create emotional connections.
he power of social media and social technology is being felt throughout organizations today much in the way the internet influenced the way we did business in the early 1990s. In the beginning, expanding
More informationCustomer Retention. COMEX, Implement 29 th April 2016. Bjørn Büchmann-Slorup Head of Sales Development & Analytics Danske Bank
Customer Retention COMEX, Implement 29 th April 2016 Bjørn Büchmann-Slorup Head of Sales Development & Analytics Danske Bank 1 Setting the scene Sales Development & Analytics Reporting lines Personal Banking
More informationSOCIAL MEDIA 80 78 76 74 72 70 68 66 64 Access to free content Series 1 To learn Advanced news of products Series 1 A Social Roadmap Understand how and why people use social media Map the social
More informationFive steps to improving the customer service experience
Five steps to improving the customer service experience Metrics, tips, and tools for utilizing customer feedback An Ovum White Paper Sponsored by Publication Date: January 2012 INTRODUCTION As the use
More informationWHITE PAPER Analytics for digital retail
WHITE PAPER Analytics for digital retail Introduction The advent of organized retail propelled businesses to reach out to a wider spectrum of consumers in an effort to increase market share. This gave
More informationMarketing Report. 2013 survey results. Yesler Software Shortlist Maximizer Hanley Wood. Sponsored by
Marketing Report 2013 survey results Sponsored by Yesler Software Shortlist Maximizer Hanley Wood Introduction B2B buyer behavior has been changing dramatically over the last few years as buyers become
More informationTHE POWER OF INFLUENCE TAKING THE LUCK OUT OF WORD OF MOUTH
THE POWER OF INFLUENCE INTRODUCTION Word-of-mouth marketing has always been a powerful driver of consumer behavior. Every experienced marketer knows that customers are more likely to base purchasing decisions
More informationPERFORMANCE DIGITAL PLATFORMS
1 PERFORMANCE DIGITAL PLATFORMS www.tneniaga.com DISCOVERY & CONSULTANCY 2 Viable opportunities Cool facts 18m 88% Facebook users in Malaysia People use the internet as part of their daily routine 79%
More information11 emerging. trends for DIGITAL MARKETING FINANCIAL SERVICES. By Clifford Blodgett. Demand Generation and Digital Marketing Manager
11 emerging DIGITAL MARKETING trends for FINANCIAL SERVICES By Clifford Blodgett Demand Generation and Digital Marketing Manager Exploiting your Technology Vendors Customer Engagement and Maintaining a
More informationThe Power of Social Media in Marketing
The Power of Social Media in Marketing 1 Contents Executive Summary...3 What is Social Media Marketing?...3 Importance of Social Media Marketing...4 Promoting Through Social Media...5 Social Media Channels/
More informationThe Social Media Guide For Small Businesses
The Social Media Guide For Small Businesses Authored By: Justin Rissmiller, Owner & Operator A Publication Of: T&R Solutions: Define. Design. Progress. YOUR LOGO Contents An Introduction To Social Media
More informationIntroduction to Social Media Marketing. Using social media to promote your events.
Introduction to Social Media Marketing Using social media to promote your events. What is Social Media Marketing? Social media marketing is the process of gaining awareness, driving traffic and engaging
More informationCustomer Service Best Practices Survey Results
In our last survey on customer tipping points, consumers told us where companies fail at meeting their expectations and how they typically react to bad customer experiences. The results delivered insight
More informationWhat s in a brand? What is Personal Branding?
Session Overview Personal Branding UCC Careers Service Personal Branding: An Introduction Personal Branding: A 10 Point Plan CV s v E-Portfolios Exercise: Creating a Brand Exercise: Visualisation What
More informationSOCIAL MEDIA GUIDELINES For employees at Southeast Regional College
SOCIAL MEDIA GUIDELINES For employees at Southeast Regional College Why do we need guidelines for social media? This document outlines the guidelines for Southeast Regional College employees communicating
More informationPatient Relationship Management
Solution in Detail Healthcare Executive Summary Contact Us Patient Relationship Management 2013 2014 SAP AG or an SAP affiliate company. Attract and Delight the Empowered Patient Engaged Consumers Information
More informationYour reputation is important. ONLINE REPUTATION
Your reputation is important. ONLINE REPUTATION M A N A G E M E N T Your reputation is important. Unflattering news, pictures, negative reviews, blog posts, and comments about your person, your business,
More informationA Guide to Social Media Marketing for Contractors
A Guide to Social Media Marketing for Contractors Belynda Holt Pinto, Director of Operations Mike Holt Enterprises The way companies market their services is in transition, and keeping up with those changes
More information6/10/2015. Chapter Nine Overview. Learning Outcomes. Opening Case: Twitter: A Social CRM Tool
Opening Case: Twitter: A Social CRM Tool McGraw-Hill-Ryerson 2015 The McGraw-Hill Companies, All Rights Reserved Chapter Nine Overview SECTION 9.1 CRM FUNDAMENTALS Introduction Using Information to Drive
More information**NEW CLIENTS MAY NEED AN INITIAL SET- UP and ANALYSIS
Pricing Structure Social Media Management Packages * Starter Package: Social Media for 2 Channels Starting at: $650 /mo (That s $650 dollars worth of Organic Advertising!) * Business Owner Package: Social
More informationMCCM: An Approach to Transform
MCCM: An Approach to Transform the Hype of Big Data into a Real Solution for Getting Better Customer Insights and Experience Muhammad Salman Sami Khan, Chief Research Analyst, Global Marketing Team, ZTEsoft
More informationoneforty. Social Media KPIs and You: A Love Story Janet Aronica Directory, Marketing & Community oneforty
oneforty. Social Media KPIs and You: A Love Story Janet Aronica Directory, Marketing & Community oneforty Social Media KPIs and You: A Love Story Establishing a social media measurement plan is a crucial
More informationUnisys Innovation Plan
Unisys Innovation Plan June 12th, 2015 Our View of the Market Unisys regards user support, cloud/datacenter, applications, data, analytics, social, service management and security as essential components
More information[ know me ] A Strategic Approach to Customer Engagement Optimisation
[ know me ] A Strategic Approach to Customer Engagement Optimisation A Verint and KANA White Paper Table of contents Introduction... 1 What is customer engagement?... 2 Why is customer engagement critical
More informationSOCIAL MEDIA LISTENING AND ANALYSIS Spring 2014
SOCIAL MEDIA LISTENING AND ANALYSIS Spring 2014 EXECUTIVE SUMMARY In this digital age, social media has quickly become one of the most important communication channels. The shift to online conversation
More informationFive Strategies to Build a Successful Email Marketing Campaign
Five Strategies to Build a Successful Email Marketing Campaign David Daniels, CEO & Co-Founder - The Relevancy Group, LLC Christopher Nash, Senior Business Optimization Consultant Sitecore Reminders for
More informationDigital Marketing Institute s. Professional Diploma in Digital Selling. Validated by the Syllabus Advisory Council (SAC)
Digital Marketing Institute s Professional Diploma in Digital Selling Validated by the Syllabus Advisory Council (SAC) Content Professional Diploma in Digital Selling Welcome Course overview Course content
More informationBuild Better Social Relationships and Realize Better Results
SAP Brief Adobe Marketing s from SAP Adobe Social from SAP Objectives Build Better Social Relationships and Realize Better Results Develop relationships that work for you and your customers Develop relationships
More informationexperts in your field Get the profile: Managing your online reputation A Progressive Recruitment career guide Managing your online reputation
experts in your field Get the profile: A Progressive Recruitment career guide Contents Introduction... 2 Why you need an online reputation... 3 Monitoring your online reputation... 3 How to protect your
More informationCustomer Experience Management
Customer Experience Management Best Practices for Voice of the Customer (VoC) Programmes Jörg Höhner Senior Vice President Global Head of Automotive SPA Future Thinking The Evolution of Customer Satisfaction
More informationSearch Engines are #1 Way to be Found
Search Engines are #1 Way to be Found 85-90% Of on-line traffic begins at a search engine! 33% of Internet Users Believe Companies Found in Top Search Results Must Be a Major Brand -- Indicating That Top
More informationTHE STATE OF Social Media Analytics. How Leading Marketers Are Using Social Media Analytics
THE STATE OF Social Media Analytics May 2016 Getting to Know You: How Leading Marketers Are Using Social Media Analytics» Marketers are expanding their use of advanced social media analytics and combining
More informationTop 4 Ways Social Media is Helping to Reshape Marketing
Top 4 Ways Social Media is Helping to Reshape Marketing How implementing social media into your business strategy can position your brand for the better Inside, you ll find information on: The ever-changing
More informationSOCIAL MEDIA. About Infosys. The Rise of Social Media in Financial Services Balancing Risk and Reward
The Rise of Social Media in Financial Services Balancing Risk and Reward SOCIAL MEDIA About Infosys Many of the world s most successful organizations rely on Infosys to deliver measurable business value.
More informationHow To Use Social Media To Improve Your Business
IBM Software Business Analytics Social Analytics Social Business Analytics Gaining business value from social media 2 Social Business Analytics Contents 2 Overview 3 Analytics as a competitive advantage
More informationDIGITAL MARKETING. The Page Title Meta Descriptions & Meta Keywords
DIGITAL MARKETING Digital Marketing Basics Basics of advertising What is Digital Media? Digital Media Vs. Traditional Media Benefits of Digital marketing Latest Digital marketing trends Digital media marketing
More informationThe Most Digital Chamber Network in the World
World Chambers Competition 2013 Project Synopsis The Most Digital Chamber Network in the World Finland Chamber of Commerce Best Unconventional Project 1. Origin of the project, idea and needs Origin: Finland
More informationNOUS CREATING POSITIVE CUSTOMER EXPERIENCE IN BANKING INFOSYSTEMS LEVERAGING INTELLECT
NOUS INFOSYSTEMS LEVERAGING INTELLECT CREATING POSITIVE CUSTOMER EXPERIENCE IN BANKING Abstract Understanding the customer experience is the key in today s highly competitive and changing banking industry.
More informationBeyond the Referral: The Growing Role of Customer Advocates in Technology Marketing
Beyond the Referral: The Growing Role of Customer Advocates in Technology Marketing Barb Pfeiffer Senior Consultant & Chief Channel Expert The Partner Marketing Group Beyond the Referral: The Growing Role
More informationExtension of ERP for marketing: internal system + external communication Microsoft AX Dynamics. Prof.dr. Dalia Krikščiūnienė
Extension of ERP for marketing: internal system + external communication Microsoft AX Dynamics Prof.dr. Dalia Krikščiūnienė Microsoft AX Dynamics- marketing module ERP in cloud Industry trends for ERP
More informationMaking Multi-Channel Work For You
Making Multi-Channel Work For You Stephen Walter Solutions Consultant 1 Today s Reality 2 Social Technologies Can Bring People and Information Together "Deployed effectively, social media unleashes the
More informationMonitoring the Social Media Conversation: From Twitter to Facebook
Monitoring the Social Media Conversation: From Twitter to Facebook Monitoring the Social Media Conversation: From Twitter to Facebook The prevalence of social media has not just grown but exploded. Millions
More informationThe Inside Stories Behind Today s Most Successful Customer-Centric Companies
W E B C A S T S E R I E S The Inside Stories Behind Today s Most Successful Customer-Centric Companies July 24, 2014 2 pm to 3 pm EDT Featured Speakers Bob Thompson Founder & President Rob McCabe VP, Global
More informationYou ve Got the Technology Now What?
White Paper You ve Got the Technology Now What? Pre-planning for Social Engagement by COMMfusion LLC & Jamison Consulting May 2012 You ve Got the Technology Now What? 2 Going Beyond the Technology to Deployment
More information5 Point Social Media Action Plan.
5 Point Social Media Action Plan. Workshop delivered by Ian Gibbins, IG Media Marketing Ltd (ian@igmediamarketing.com, tel: 01733 241537) On behalf of the Chambers Communications Sector Introduction: There
More informationDigital Marketing Capabilities
Digital Marketing Capabilities Version : 1.0 Date : 17-Apr-2015 Company Framework Focus on ROI 2 Introduction SPACECOS is a leading IT services and marketing solutions provider. We provide the winning
More informationSocial Media Branding in the Age of Obama Assembling the Social Media Puzzle
Social Media Branding in the Age of Obama Assembling the Social Media Puzzle The Obama Social Media Strategy Social media web sites such as Facebook and Twitter have become popular Internet destinations.
More informationHubspot Inbound Certification
1 / 7 Hubspot Inbound Certification Introduction: Below is the study notes for the Hubspot Inbound Certification exam. Hubspot offers if for free and this certification is considered to be one of the most
More informationGet Social: Engage Everyone with Exceptional Experiences. Copyright 2012, Oracle and/or its affiliates. All rights reserved.
Get Social: Engage Everyone with Exceptional Experiences 1 Key Trends Impacting Your World Social Multi-Channel Mobile Self-Service Personalization Consumerization 2 Every 60 Seconds 695,000 new searches
More informationWhy Your Business Needs a Website: Ten Reasons. Contact Us: 727.542.3592 Info@intensiveonlinemarketers.com
Why Your Business Needs a Website: Ten Reasons Contact Us: 727.542.3592 Info@intensiveonlinemarketers.com Reason 1: Does Your Competition Have a Website? As the owner of a small business, you understand
More information<Insert Picture Here> Social Networking and Developer Programs
Social Networking and Developer Programs Pieter Humphrey Oct 2008 The Social Internet Web 2.0 From the beginning Open, freeform, extensible Uniquely addressable items One gigantic
More informationPredictive Marketing for Banking
Tony Firmani Predictive Analytics Solution Architect Predictive Marketing for Banking Business Analytics software Session Overview Data Drives Decisions Applying Predictive Analytics Throughout Entire
More informationHow to select the right Marketing Cloud Edition
How to select the right Marketing Cloud Edition Email, Mobile & Web Studios ith Salesforce Marketing Cloud, marketers have one platform to manage 1-to-1 customer journeys through the entire customer lifecycle
More informationCampaign Goals, Objectives and Timeline SEO & Pay Per Click Process SEO Case Studies SEO & PPC Strategy On Page SEO Off Page SEO Pricing Plans Why Us
Campaign Goals, Objectives and Timeline SEO & Pay Per Click Process SEO Case Studies SEO & PPC Strategy On Page SEO Off Page SEO Pricing Plans Why Us & Contact Generate organic search engine traffic to
More informationBuilding Loyalty in a Web 2.0 World
Building Loyalty in a Web 2.0 World A Consona CRM White Paper By Nitin Badjatia, Enterprise Solutions Architect Over the last decade, a radical shift has occurred in the way customers interact with the
More informationCustomer Service Best Practices Survey Results
Customer Service Best Practices Survey Results Executive Summary During difficult economic times, most organizations shift their focus from acquiring new customers to retaining and growing existing customer
More informationA Strategic Approach to Customer Engagement Optimization. A Verint Systems White Paper
A Strategic Approach to Customer Engagement Optimization A Verint Systems White Paper Table of Contents Introduction... 1 What is customer engagement?... 2 Why is customer engagement critical for business
More information[ know me ] A Strategic Approach to Customer Engagement Optimization
[ know me ] A Strategic Approach to Customer Engagement Optimization A Verint and KANA White Paper Table of contents Introduction... 1 What is customer engagement?... 2 Why is customer engagement critical
More informationSOCIAL MEDIA LISTENING AND ANALYSIS Spring 2014
SOCIAL MEDIA LISTENING AND ANALYSIS Spring 2014 Our Understanding The rise of social media has transformed the way citizens engage with their government. Each day, nearly 2 billion people talk about and
More informationHow to deliver a superior multi channel experience including the new Web Channel Experience Management 3.0
How to deliver a superior multi channel experience including the new Web Channel Experience Management 3.0 Matthias Göhler Vice President Product Management Multi Channel, SAP AG Learning Points In this
More informationHow to Set Up, Run and Manage a Social Media Campaign
How to Set Up, Run and Manage a Social Media Campaign Presented by: Jamie Turner Chief Content Officer 60 Second Marketer 60 Second Online University Yesterday: The Good Old Days Today: A World of Opportunities
More informationEvent Marketing: Best-in-Class Companies Integrate Events with Multi-Channel Marketing Strategy. www.cvent.com 866.318.4358
1 Event Marketing: Best-in-Class Companies Integrate Events with Multi-Channel Marketing Strategy www.cvent.com 866.318.4358 2 Today s Presenters Eric Eden Trip Kucera Emma Dahl Vice President, Marketing
More informationLevel 3 Diploma in Social Media for Business - 7513
Objectives By the end of this - City and Guilds flagship professional social media qualification - you will have a professional level, practical and theoretical knowledge of the use of social media for
More informationCreating Great Service Experiences How Modern Customer Service Works. Copyright 2014 Oracle Corporation. All Rights Reserved.
Creating Great Service Experiences How Modern Customer Service Works Copyright 2014 Oracle Corporation. All Rights Reserved. Delivering Modern Customer Service The world of business is changing fast. Technology
More informationHow To Market Your Website Online
Social Media Marketing and Online Reputation Management Partnership Plan 1 Introduction Connect to Modern Consumers in a Digital World As the world continues to move into the cloud, consumers are shifting
More informationEnterprise Grade CRM on Cloud
www.efffiasoft.com TAKE YOUR BUSINESS TO THE NEXT LEVEL WITH EFFIASOFT S Enterprise Grade CRM on Cloud Customer Relationship Management A comprehensive, easy-to-use, customizable and integrated solution
More informationSocial Media Strategy
Social Media Strategy Tonbridge School Social Media Strategy We believe social media is important to the school and its communications. Tonbridge School should share messages about academic excellence,
More informationShell CRM 2020. October 2014
Shell CRM 2020 October 2014 MOST CONFIDENTIAL 2 2 THE SITE OF THE FUTURE RETAIL VISION Experience Role in Retail Strategy BEST FUELS RETAILER IN THE WORLD Accelerate Future Heartlands Defend and Grow the
More informationIBM Unica and Cincom Synchrony : A Smarter Partnership
DATA SHEET Smarter Commerce for Smarter Customers Today s customers are deciding when and where the buying process begins, when it ends, who will be part of it, what order it will follow and how all elements
More informationConstructing Your Social Marketing Architecture
Constructing Your Social Marketing Architecture How to Build A Bridge Between Social Marketing Strategies and Social Media Platforms Follow Conversation on Twitter #SherpaROAD Constructing Your Social
More informationHOW SOCIAL MEDIA IMPACTS SEO? a publication by
HOW SOCIAL MEDIA IMPACTS SEO? a publication by Authors Written by Sarah Bundy, Founder & CEO of All Inclusive Marketing, is an award winning leader in the performance marketing space. Sarah drives the
More informationbest practices Social recruiting: Five tips to improve efficiency and get better results
best practices Social recruiting: Five tips to improve efficiency and get better results Social recruiting is just one aspect of a multi-channel recruiting strategy, but it s one you can t afford to overlook.
More informationResource 2.19 An Introduction to Social Media for Business Types of social media
Page 1 of 5 An Introduction to Social Media for Business Social media is the general term used to describe the growing number of websites and networks whose users can submit and share content, communicate,
More informationPIVOTAL CRM RETAIL INDUSTRY
PIVOTAL CRM RETAIL INDUSTRY PROVIDING RETAIL ORGANIZATIONS WITH A COMPETITIVE EDGE Pivotal CRM for Retail delivers 36O o business insight to stay ahead of competition COMMITTED TO MEETING INDIVIDUAL NEEDS
More informationSOCIAL MEDIA STRATEGY Benchmarks From The Agency Perspective
SOCIAL MEDIA STRATEGY Benchmarks From The Agency Perspective How agencies plan to overcome new obstacles to achieving important social media marketing objectives, based on their broad-range of client experience.
More informationIncreasing Marketing ROI with Customer Analytics. 2013 IBM Corporation
Increasing Marketing ROI with Customer Analytics 1 The agenda The Marketer s Evolving Role Data/Analytics Based Decisions Customer Analytics to Increase ROI ROI in Action 2 The Marketer s Evolving Role:
More informationBringing Social Media Interactions Into the Contact Center
Bringing Social Media Interactions Into the Contact Center By: Sheila McGee-Smith, Analyst and Founder, McGee-Smith Analytics Gone are the days of MySpace, when social media use was principally confined
More informationMarketing in the Digital Age
Marketing in the Digital Age By Doug Commette SprayFoam.com & Spray Foam Insulation & Roofing Magazine SprayFoam INSULATION & ROOFING MAGAZINE Internet Penetration in US Internet Marketing Marketers continue
More informationStudent Lifecycle Journey
Student Lifecycle Journey Richard Green richard.green@microsoft.com @rich_jg Higher Education Lead, Microsoft UK Universities must adapt to the new student journey Prospect Applicant Student Alumni Your
More informationUnderstanding the Future of Customer Experience.
Whitepaper + + Avtex + + September 2014 Understanding the Future of Customer Experience. Copyright 2014 Avtex Solutions. All rights reserved. Brand and product names referred to in this document are the
More informationPresented by Katherine Fletcher. February 11, 2009
Managing Reputation Online Presented by Katherine Fletcher Senior Partner & Managing Director, istudio February 11, 2009 Agenda How Online Conversations Can Affect Your Organization Digital Media Demographics
More informationYOUR BIG DATA AUDIENCE INSIGHT
YOUR BIG DATA AUDIENCE INSIGHT Sam Zindel _ DATA MODELLING ANALYST TODAY S AGENDA BIG DATA IN THE DIGITAL WORLD BUILDING THE BRAND/CUSTOMER RELATIONSHIP SIGN-POSTING THE CUSTOMER JOURNEY AUDIENCE INSIGHT
More informationIntegrated Search Engine Marketing. Merge your marketing efforts for a commanding online presence
Integrated Search Engine Marketing Merge your marketing efforts for a commanding online presence Table of Contents Introduction...3 Successful Integration...4 Search Engine Optimization...5 Pay Per Click
More informationWhy you need social media for your business
Why you need social media for your business by About Mapplinks Mapplinks Digital Pvt Ltd is a full service digital agency currently based in Bangalore. We have served clients from over 20+ industries,
More informationcprax Internet Marketing
cprax Internet Marketing cprax Internet Marketing (800) 937-2059 www.cprax.com Table of Contents Introduction... 3 What is Digital Marketing Exactly?... 3 7 Digital Marketing Success Strategies... 4 Top
More informationSILVERPOP MOCIAL SURVEY:
SILVERPOP MOCIAL SURVEY: How Companies Are Using Social, Mobile, Local and Email A Silverpop White Paper Email.Marketing.Automation WHITE PAPER Silverpop Mocial Survey: How Companies Are Using Social,
More information5 STEPS TO Identifying Your Profitable Target Audience PUBLISHED BY
5 STEPS TO Identifying Your Profitable Target Audience PUBLISHED BY You know that profiling your target audience is the best business practice... BUT WHY? Even children try to identify the right audience
More informationThe Age of the Customer: Focus on Retention
The Age of the Customer: Focus on Retention A 5% increase in customer retention can boost profitability 75%. Does your customer loyalty make the grade? CONTENTS Customer Lifecycle 101: Roadmap to Customer
More informationBT Retail Social Media making it easy for our customers
BT Retail Social Media making it easy for our customers Dawn Walton, GM Central Planning Nigel Elliott, Social Media Channel Manager Kerry Gulloch, Social Media Communities Manager Agenda o How we ended
More informationAt The Crossroads of Marketing and Technology. Top 6 Tips for Success in the Digital World
At The Crossroads of Marketing and Technology Top 6 Tips for Success in the Digital World Introduction As a small business, you have enough challenges keeping your head above water and focusing on how
More informationMoreketing. With great ease you can end up wasting a lot of time and money with online marketing. Causing
! Moreketing Automated Cloud Marketing Service With great ease you can end up wasting a lot of time and money with online marketing. Causing frustrating delay and avoidable expense right at the moment
More informationSocial Media and the Data Management Platform. Understanding Data-Driven Social Media Marketing
Social Media and the Data Management Platform Understanding Data-Driven Social Media Marketing 1 Discover the Benefits of Powering Your Social Media Marketing Efforts with Data In 2013 it became clear
More informationSocial Email Marketing
emarsys Whitepaper Contents Introduction Results Summary of Results Top 5 Social Email Marketing Tips About emarsys Introduction Facebook, Twitter, YouTube, LinkedIn...Social networks have grown from a
More information10 Steps to a Multichannel Strategy and an Exceptional Customer Experience
10 Steps to a Multichannel Strategy and an Exceptional Customer Experience Jesús Hoyos CRM industry analyst and advisor Brad Herrington Principal Solutions Architect Interactive Intelligence, Inc. Contents
More informationPaperless Office Solution Framework for Banking & Financial Services A Business Process Automation (BPA) Approach
Paperless Office Solution Framework for Banking & Financial Services A Business Process Automation (BPA) Approach A White Paper Santosh Khanolkar Platform Strategy Advisor, Microsoft Corporation India
More informationSocial Selling: Building Relationships in a Social Media World
Social Selling: Building Relationships in a Social Media World RLI Design Professionals Design Professionals Learning Event DPLE 161 November 18, 2015 RLI Design Professionals is a Registered Provider
More informationTHE ICDD & SOCIAL MEDIA. By Betsy Potter, Director of Operations
THE ICDD & SOCIAL MEDIA By Betsy Potter, Director of Operations BENEFITS n Relationships n Branding n Learning HOW SHOULD SOCIAL MEDIA BE USED n Integrate n Amplify n Repurpose n Build community n Learn
More information