Drive More Value from Your Customer Experience Strategy
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The document discusses enhancing customer experience strategies, emphasizing the role of online conversations in improving customer engagement. It highlights benefits such as reduced support costs and increased product insights sourced from community feedback. Key guidance points include fostering internal and external connections, eliminating silos, and prioritizing culture and processes alongside technology.
Drive More Value from Your Customer Experience Strategy
- 1. Driving More Value From Your Customer Experience Strategy Michael Fauscette, Group VP, Software Business Solutions about.me/mfauscette #CXM @mfauscette
- 2. About Get Satisfaction Get Satisfaction helps companies create engaging customer experiences by enabling online conversations about their products and services at every stage of the lifecycle. . 35 million 70,000 consumers/ Customer month Communities To ask questions, Connect with each other share ideas and the companies they and report problems care about Twi$er: #CXM @GetSa2sfac2on 2
- 3. Drive Real Business Results 1,000 Product Champions per Month athenahealth Client feedback and insight into R&D 1200 Product Ideas from the Community 50% Decrease in Support Costs 75% Reduction in Support Tickets 9 Brand Communities Twi$er: #CXM @GetSa2sfac2on 3
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- 7. Satisfaction Expectations Experience 7
- 8. Strategy and Processes Information People Customer Experience Technology Access Products & Services 8 8
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- 10. Connectivity Economically Socially Technically 10
- 11. mfauscette@me.com Larry Fauscette mfauscette@gmail.com mike_fauscette mfauscette Mike Fauscette Larry Michael Fauscette Larry M Fauscette mfauscette@idc.com mfauscette@iCloud.com Michael Fauscette 11
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- 19. Responding Consistently Across Channel Web Site Telephone, cell phone Social Media Presence/Interaction Customer Operational Organization Resources Experience Processes Channels Physical location Community Traditional Outbound Communications 19 19
- 20. Coordinating the Internal Loyalty, satisfaction insight – CEO Customer service Campaign execution, brand control – Marketing Departmental Operational Requirements Processes Resources Customer Up-sell, cross-sell, reference selling – Sales $ – CFO - Product Innovation based on customer input Development 20 20
- 21. Benefits § Know your customer § Engagement § Innovation / Voice of the Customer § Sales Intel § Marketing § Service / Peer to Peer Interaction 21
- 22. Essential Guidance • Give Value to Get Value • Connect outside in and inside out • Silos are the enemy • Technology isn’t enough – culture and process • Sense and Respond 22
- 23. Thank You Michael Fausce,e Group Vice President So7ware Business Solu:ons mfausce,e@idc.com @mfausce,e about.me/mfausce,e Blog: www.mfauscette.com IDC Social Business Blog https://idc-insights-community.com/groups/it_agenda/ social-business
- 24. Questions? Twi$er: #CXM @GetSa2sfac2on
- 25. Contact us! Call (877) 339-3997 or visit us online www.getsatisfaction.com