'

Social Customer Service is the New Heart of Marketing

Понравилась презентация – покажи это...





Слайд 0

Social Customer Service is the New Heart of Marketing #SMTLive


Слайд 1

Thank you to our sponsor @lithiumtech


Слайд 2

Join the Conversation… Follow along and share your thoughts on Twitter at #SMTLive Submit your questions in the GoToWebinar control panel


Слайд 3

Our Speakers Paul Dunay is an award-winning B2B marketing expert with more than 20 years’ success in generating demand and creating buzz for leading technology, consumer products, financial services and professional services organizations. Paul is the author of five “Dummies” books including Facebook Advertising for Dummies (Wiley 2010), and Facebook Marketing for Dummies 3rd Edition (Wiley 2012). @PaulDunay Brien Hall is the Social Media Manager for Guest Services at AMC Theatres. He leads a team of social aces who make sure your moviegoing experience is amazing. Previously, he was an original member and later supervisor of Time Warner Cable's highly regarded social care team. @BrienHall Dave Evans is the VP of Social Strategy at Lithium, based in Austin, TX. Dave has worked in social technology consulting and development around the world and the author of best-selling "Social Media Marketing: An Hour a Day" and "Social Media Marketing: The Next Generation of Business Engagement." Dave is a regular columnist for ClickZ, and a frequent keynoter. @evansdave Erna Alfred Liousas. As an analyst serving B2C Marketing Professionals, Erna focuses her research primarily on social relationship marketing. Her work covers short-form content as well as best and next practices to strengthen customer relationships. She also helps B2C marketers understand how to create and implement successful approaches to social campaign strategies. Prior to joining Forrester, Erna was a consultant at a marketing strategy firm. There she designed, developed, and facilitated marketing excellence programs for chemical, healthcare, and technology sectors. @ErnaLiousas


Слайд 4


Слайд 5

Social Customer Service is the New Heart of Marketing Erna Alfred Liousas Analyst Forrester Research, Inc. April 2015 @ErnaLiousas


Слайд 6

Remember life before the internet? Photo credit: http://digiwonk.wonderhowto.com/how-to/kiss-usps-goodbye-heres-digitize-your-mail-and-ditch-paper-for-good-0143933/, http://www.ruthlessreviews.com/20354/abcs-sales/ and http://www.majorhill.com/education/establishing-television-rules-for-your-kids-this-summer/#/


Слайд 7

Things have certainly changed . . .


Слайд 8

Empowered customers have given rise to a new era


Слайд 9

With four market imperatives Turn big data into business insights Transform the customer experience Accelerate your digital business Age of the Customer Embrace the mobile mind shift


Слайд 10

The expectation that I can get what I want in my immediate context and moments of need. The“Mobile Mind Shift”


Слайд 11

Social service sets the stage for marketing


Слайд 12

Erna Alfred Liousas +1 617.613.6627 ealiousas@forrester.com @ErnaLiousas


Слайд 13

Customer Care: The Heart of Marketing Dave Evans, VP, Social Strategy, Lithium @evansdave


Слайд 14

Customers lead increasingly digital lives… 50% 66% 87% of sales in 2017 will be influenced by digital experiences of consumers see call centers as a last resort seek help online


Слайд 15

…while businesses remain challenged. 50% 66% 87% of sales in 2017 will be influenced by digital touch points of consumers see call center as a last resort seek help online 74% 33% 20% report they have a digital strategy believe their approach to social customer experience management is correct think they have people with the right technology skills


Слайд 16

What CEOs think: Social will be a primary way of engaging customers within five years. Source: IBM


Слайд 17

What customers actually experience: The majority of tweets directly to brands go unanswered. Source: Maritz


Слайд 18

What Marketers need to know: Consumers are more likely to buy from companies who respond. Source. New York University


Слайд 19

Marketing and Customer Care are explicitly linked from Customer Care… …to Marketing


Слайд 20

Customer Care is the new “Heart of Marketing.” Customer Care is a primary contributor to customer experience and customer satisfaction.


Слайд 21

Customer Care: The Heart of Marketing Dave Evans, VP, Social Strategy, Lithium @evansdave


Слайд 22

Brien Hall Social Media Manager for Guest Services, AMC Theatres @BrienHall


Слайд 23

Where does Social Customer Service fit into the overall CS process?


Слайд 24

How does social customer service work at AMC?


Слайд 25

Our Speakers Paul Dunay is an award-winning B2B marketing expert with more than 20 years’ success in generating demand and creating buzz for leading technology, consumer products, financial services and professional services organizations. Paul is the author of five “Dummies” books including Facebook Advertising for Dummies (Wiley 2010), and Facebook Marketing for Dummies 3rd Edition (Wiley 2012). @PaulDunay Brien Hall is the Social Media Manager for Guest Services at AMC Theatres. He leads a team of social aces who make sure your moviegoing experience is amazing. Previously, he was an original member and later supervisor of Time Warner Cable's highly regarded social care team. @BrienHall Dave Evans is the VP of Social Strategy at Lithium, based in Austin, TX. Dave has worked in social technology consulting and development around the world and the author of best-selling "Social Media Marketing: An Hour a Day" and "Social Media Marketing: The Next Generation of Business Engagement." Dave is a regular columnist for ClickZ, and a frequent keynoter. @evansdave Erna Alfred Liousas. As an analyst serving B2C Marketing Professionals, Erna focuses her research primarily on social relationship marketing. Her work covers short-form content as well as best and next practices to strengthen customer relationships. She also helps B2C marketers understand how to create and implement successful approaches to social campaign strategies. Prior to joining Forrester, Erna was a consultant at a marketing strategy firm. There she designed, developed, and facilitated marketing excellence programs for chemical, healthcare, and technology sectors. @ErnaLiousas


Слайд 26

Thank you to our sponsor @lithiumtech


Слайд 27

Win a Free Ticket to The Social Shake-Up! #SMTLive Audience: Tell us why you want to go to The Social Shake-Up to be entered for a chance to win. Tweet: “I want to go to #socialshakeup15 because…”


Слайд 28

Join us on Thursday April 21st Is the Death of Social Greatly Exaggerated? Featuring Scott Monty & Robin Carey


×

HTML:





Ссылка: