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Social Customer Service is the New Heart of Marketing презентация
Содержание
- 1. Social Customer Service is the New Heart of Marketing
- 2. Thank you to our sponsor @lithiumtech
- 3. Join the Conversation… Follow
- 4. Our Speakers Paul Dunay is an
- 6. Social Customer Service is the New Heart
- 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/#/
- 8. Things have certainly changed . . .
- 9. Empowered customers have given rise to a new era
- 10. With four market imperatives Turn big data
- 11. The expectation that I can get
- 12. Social service sets the stage for marketing
- 13. Erna Alfred Liousas +1 617.613.6627 ealiousas@forrester.com @ErnaLiousas
- 14. Customer Care: The Heart of Marketing Dave Evans, VP, Social Strategy, Lithium @evansdave
- 15. Customers lead increasingly digital lives… 50% 66%
- 16. …while businesses remain challenged. 50% 66% 87%
- 17. What CEOs think: Social will be a
- 18. What customers actually experience: The majority of
- 19. What Marketers need to know: Consumers are
- 20. Marketing and Customer Care are explicitly linked
- 21. Customer Care is the new “Heart of
- 22. Customer Care: The Heart of Marketing Dave Evans, VP, Social Strategy, Lithium @evansdave
- 23. Brien Hall Social Media Manager for Guest Services, AMC Theatres @BrienHall
- 24. Where does Social Customer Service fit into the overall CS process?
- 25. How does social customer service work at AMC?
- 26. Our Speakers Paul Dunay is an
- 27. Thank you to our sponsor @lithiumtech
- 28. Win a Free Ticket to
- 29. Join us on Thursday April 21st
Слайд 3 Join the Conversation…
Follow along and share your thoughts
Submit your questions in the GoToWebinar
control panel
Слайд 4Our Speakers
Paul Dunay is an award-winning B2B marketing expert with
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 6Social Customer Service is the New Heart of Marketing
Erna Alfred Liousas
Analyst
Forrester
April 2015
@ErnaLiousas
Слайд 7Remember 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 10With four market imperatives
Turn big data into business insights
Transform
the customer
Accelerate your digital business
Age of the Customer
Embrace
the mobile mind shift
Слайд 11The expectation that I can get what I want in my
The“Mobile Mind Shift”
Слайд 15Customers lead increasingly digital lives…
50%
66%
87%
of sales in 2017 will be
influenced
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 by
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 17What CEOs think:
Social will be a primary way of engaging customers
Source: IBM
Слайд 18What customers actually experience:
The majority of tweets directly to brands go
Source: Maritz
Слайд 19What Marketers need to know:
Consumers are more likely to buy from
Source. New York University
Слайд 21Customer Care is the new “Heart of Marketing.”
Customer Care is a
Слайд 26Our Speakers
Paul Dunay is an award-winning B2B marketing expert with
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 28
Win a Free Ticket to The Social Shake-Up!
#SMTLive Audience: Tell us
Tweet: “I want to go to #socialshakeup15 because…”
Слайд 29Join us on Thursday
April 21st
Is the Death of Social Greatly
Featuring Scott Monty & Robin Carey
