presentation: put a social lens on customer experience

80% of online Americans

say that online reviews help them decide whether or not to purchase a product. Ipsos 2012

80% of online Americans

say that online reviews help them decide whether or not to purchase a product. Ipsos 2012

IGNORE

You can NOT IGNORE the Social Conversation

WHAT ARE PEOPLE SAYING ONLINE?

Social  Reputa-on  Score  (SRS)  =    

%  Posi-ve  Comments  -­‐  %  Nega-ve  Comments  

SRS  

SATISFACTION  SCORES  IN  AMERICA  

50  =  

SATISFACTION  SCORES  IN  AMERICA  

90  

=   50  

-­‐15  There  is  a  huge  varia-on  in  

brand  Success  

Industries  

SRS (Social Media)

1. Hotels 76 2. Retailers 52 3. Auto 51 4. Consumer Electronics 49 5. Mobile Service Providers 48 6. Insurance 36 7. Airlines 35 8. Shipping 32 9. Banks 29

Industries  SRS

(Social Media) MIN MAX

1. Hotels 76 51 91 2. Retailers 52 27 89 3. Auto 51 42 62 4. Consumer Elec. 49 25 71 5. Mobile Providers 48 34 60 6. Insurance 36 9 61 7. Airlines 35 15 43 8. Shipping 32 29 35 9. Banks 29 -15 51

Industries  

SRS (Social Media) MIN MAX

1. Hotels 76 51 91 2. Retailers 52 27 89 3. Auto 51 42 62 4. Consumer Elec. 49 25 71 5. Mobile Providers 48 34 60 6. Insurance 36 9 61 7. Airlines 35 15 43 8. Shipping 32 29 35 9. Banks 29 -15 51

Industries  

SRS (Social Media) MIN MAX

1. Hotels 76 51 91 2. Retailers 52 27 89 3. Auto 51 42 62 4. Consumer Elec. 49 25 71 5. Mobile Providers 48 34 60 6. Insurance 36 9 61 7. Airlines 35 15 43 8. Shipping 32 29 35 9. Banks 29 -15 51

Industries  

SRS (Social Media)

CXI (Surveys)

1. Hotels 76 82 2. Retailers 52 79 3. Auto 51 na 4. Consumer Electronics 49 74 5. Mobile Service Providers 48 65 6. Insurance 36 73 7. Airlines 35 67 8. Shipping 32 77 9. Banks 29 71

SO  WHAT?  

WINNERS  

1. Nurture a community of fans

2.  Manage  Social  Media  crisis  

4.  Set-­‐up  Processes  for  efficient  response  programs  

3. Customer support through social media

WINNERS  

MARKETING

PR  COMPLIANCE  

SUPPORT  

WINNERS  

MARKETING

PR  COMPLIANCE  

SUPPORT  

REAL  CUSTOMER  SATISFACTION  

CHINA  (-­‐25%)  

EUROPE  (25%)  

US  (50%)  

REAL  CUSTOMER  SATISFACTION  

LOSING  CUSTOMERS  

Key  Take  Aways  

1.  Ignoring  Social  Conversa-ons  Means  Lost  Customers    2.  Percep-on  is  Becoming  Reality  3.  There  is  a  Race  to  Become  Socially  and  Customer  Driven    4.  Building  a  Social  Enterprise  is  a  Defined  Path  to  Social  Media  Success  

Social Intelligence Providing Analytics and Engagement Across the

Enterprise

LISTEN ENGAGE

ANALYZE

SOCIAL MEDIA DNA. Listening to Fuel the Enterprise

PR Identify a potential crisis before it spreads. Establish a direct dialogue with the key journalists, bloggers, etc. Engage in real-time to communicate directly with consumeres.

CUSTOMER SERVICE Improve customer satisfaction. Establish real-time communication between your brand and consumers to improve service and sales.

MARKETING Build a community of brand advocates and identify key influencers and key influencial websites to improve targeting and gauge the impact of campaigns.

MARKET RESEARCH Analyze online conversations, opinions, wants and needs, for a brand or topic. Identify a brand’s strengths, weaknesses, opportunities for improvement, and measure competitor presence and progress.

SALES Identify new prospects for lead generation and provide new product info, news, and promotions. Use social intelligence to understand consumer wants and needs to integrate into sales materials and pitches.

HR Control brand image and reputation. Identify new candidates and communicate directly to facilitate the hiring process.

@SYNTHESIO HTTP://SYNTHESIO.COM

Loic  Moisand  CEO  

@loicmo  loic@synthesio.com