Презентация на тему Social Customer Service is the New Heart of Marketing

Презентация на тему Презентация на тему Social Customer Service is the New Heart of Marketing, предмет презентации: Разное. Этот материал содержит 29 слайдов. Красочные слайды и илюстрации помогут Вам заинтересовать свою аудиторию. Для просмотра воспользуйтесь проигрывателем, если материал оказался полезным для Вас - поделитесь им с друзьями с помощью социальных кнопок и добавьте наш сайт презентаций ThePresentation.ru в закладки!

Слайды и текст этой презентации

Слайд 1
Social Customer Service is the New Heart of Marketing #SMTLive
Текст слайда:

Social Customer Service is the New Heart of Marketing

#SMTLive


Слайд 2
Thank you to our sponsor@lithiumtech
Текст слайда:

Thank you to our sponsor

@lithiumtech


Слайд 3
Join the Conversation…Follow along and share your thoughts
Текст слайда:

Join the Conversation…

Follow along and share your thoughts on Twitter at #SMTLive

Submit your questions in the GoToWebinar
control panel


Слайд 4
Our Speakers Paul Dunay is an award-winning B2B marketing expert with
Текст слайда:

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 5

Слайд 6
Social Customer Service is the New Heart of MarketingErna Alfred LiousasAnalystForrester Research, Inc.April 2015@ErnaLiousas
Текст слайда:

Social Customer Service is the New Heart of Marketing

Erna Alfred Liousas
Analyst
Forrester Research, Inc.

April 2015

@ErnaLiousas


Слайд 7
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/#/
Текст слайда:

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 8
Things have certainly changed . . .
Текст слайда:

Things have certainly changed . . .


Слайд 9
Empowered customers  have given rise to a new era
Текст слайда:

Empowered customers have given rise to a new era


Слайд 10
With four market imperativesTurn big data into business insightsTransform  the
Текст слайда:

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 11
The expectation that  I can get what I want
Текст слайда:

The expectation that I can get what I want in my immediate context and moments of need.

The“Mobile Mind Shift”


Слайд 12
Social service sets the stage for marketing
Текст слайда:

Social service sets the stage for marketing


Слайд 13
Erna Alfred Liousas+1 617.613.6627ealiousas@forrester.com@ErnaLiousas
Текст слайда:

Erna Alfred Liousas
+1 617.613.6627
ealiousas@forrester.com

@ErnaLiousas


Слайд 14
Customer Care: The Heart of MarketingDave Evans,VP, Social Strategy, Lithium@evansdave
Текст слайда:

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


Слайд 15
Customers lead increasingly digital lives…50%66%87%of sales in 2017 will be
Текст слайда:

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 16
…while businesses remain challenged.50%66%87%of sales in 2017 will be  influenced
Текст слайда:

…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 17
What CEOs think:Social will be a primary way of engaging customers within five years.Source: IBM
Текст слайда:

What CEOs think:

Social will be a primary way of engaging customers within five years.

Source: IBM


Слайд 18
What customers actually experience:The majority of tweets directly to brands go unanswered.Source: Maritz
Текст слайда:

What customers actually experience:

The majority of tweets directly to brands go unanswered.

Source: Maritz




Слайд 19
What Marketers need to know:Consumers are more likely to buy from
Текст слайда:

What Marketers need to know:

Consumers are more likely to buy from companies who respond.

Source. New York University


Слайд 20
Marketing and Customer Care are explicitly linked from Customer Care……to Marketing
Текст слайда:

Marketing and Customer Care are explicitly linked














from Customer Care…

…to Marketing


Слайд 21
Customer Care is the new “Heart of Marketing.”Customer Care is a
Текст слайда:

Customer Care is the new “Heart of Marketing.”

Customer Care is a primary contributor to customer experience and customer satisfaction.


Слайд 22
Customer Care: The Heart of MarketingDave Evans,VP, Social Strategy, Lithium@evansdave
Текст слайда:

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


Слайд 23
Brien HallSocial Media Manager for Guest Services, AMC Theatres@BrienHall
Текст слайда:

Brien Hall


Social Media Manager for Guest Services,
AMC Theatres
@BrienHall


Слайд 24
Where does Social Customer Service fit into the overall CS process?
Текст слайда:

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




Слайд 25
How does social customer service work at AMC?
Текст слайда:

How does social customer service work at AMC?


Слайд 26
Our Speakers Paul Dunay is an award-winning B2B marketing expert with
Текст слайда:

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 27
Thank you to our sponsor@lithiumtech
Текст слайда:

Thank you to our sponsor

@lithiumtech


Слайд 28
Win a Free Ticket to The Social Shake-Up!#SMTLive Audience: Tell us
Текст слайда:



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 29
Join us on ThursdayApril 21st Is the Death of Social Greatly
Текст слайда:

Join us on Thursday

April 21st


Is the Death of Social Greatly Exaggerated?


Featuring Scott Monty & Robin Carey


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