amplify your business results with social media and community
Post on 17-Oct-2014
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Here are the slides from a great webcast Get Satisfaction hosted with Hootsuite titled, Amplify Your Business Results with Social Media and Community Register today for Get Satisfaction’s Webinar with Hootsuite Are you having meaningful conversations with your customers on social networks that drive real business value? WHAT: A Roundtable Discussion — Advancing Your Social Strategy with Community Watch the replay! Learn how a Get Satisfaction community can advance your social strategy, build better customer relationships and ultimately, drive more revenue. Meet your hosts! Caty Kobe Senior Manager of Community, Support, & Education at Get Satisfaction Ryan Gaumond Community Manager at inMusic Brands Sarah Chambers Social Customer Support Lead at HootSuiteTRANSCRIPT
Amplify Your Business Results with
Social Media and Community
Twitter: #AmplifySM @GetSatisfaction
Meet Your Hosts
Sarah Chambers – @sarahleeyogaSocial Customer Support Lead
Ryan Gaumond – @inMusicBrandsCommunity Manager
Caty Kobe – @catykobeSenior Manager - Community, Support & Education
Twitter: #AmplifySM @GetSatisfaction
Today’s Agenda
Customer Communities:• What are they?• Social Media & Community: Points of Differentiation• Combined Approach Makes for Good Relationships
Amplify Your Business Results:• Reduce Your Support Costs• Capture Actionable Product Feedback• Take Advantage of User-Generated Content• Break Down Internal Silos
Q&A Time!
Twitter: #AmplifySM @GetSatisfaction
About Get Satisfaction
Millions of consumers per
month
To ask questions, share ideas and report problems
70,000 Customer Communities
Connect with each other and the
companies they care about
The Get Satisfaction community platform helps companies of all sizes create engaging customer experiences to reduce support costs, acquire more customers, and drive product innovation.
Twitter: #AmplifySM @GetSatisfaction
What is a Customer Community?
Branded space on the internet where customers can come together to interact with your company, as well as one another.
Twitter: #AmplifySM @GetSatisfaction
What is a Customer Community?
Branded space on the internet where customers can come together to interact with your company, as well as one another.
Twitter: #AmplifySM @GetSatisfaction
What is a Customer Community?
Branded space on the internet where customers can come together to interact with your company, as well as one another.
Twitter: #AmplifySM @GetSatisfaction
Social Media & Community:
Points of Differentiation
• Different communication strategies are used• Content is easily reusable• You have the opportunity to shape conversations
Photo Credit:Roxanne Milward via Flickr
Twitter: #AmplifySM @GetSatisfaction
Combined Approach Makes
for Great Relationships
• Complementary technologies• One broadens your reach while the other strengthens bonds• Creates a unified social strategy
+ =
Twitter: #AmplifySM @GetSatisfaction
Amplify Your Business Results
•Reduce Your Support Costs•Capture Actionable Product
Feedback•Take Advantage of User-
Generated Content •Help Break Down Internal
Silos
Twitter: #AmplifySM @GetSatisfaction
Reduce Support Costs
1000 2000 3000 4000 5000 6000 7000
1500
6500
Weekly Support Issue Requests
Before Community Launch After Community Launch
• SEO supports case deflection• More thorough updates = happier customers• Direct one-off questions to existing topics
Twitter: #AmplifySM @GetSatisfaction
Reduce Support Costs
• SEO supports case deflection• More thorough updates = happier customers• Direct one-off questions to existing topics
Twitter: #AmplifySM @GetSatisfaction
Reduce Support Costs
• SEO supports case deflection• More thorough updates = happier customers• Direct one-off questions to existing topics
Twitter: #AmplifySM @GetSatisfaction
Real life example:
Get ready for Trending issues
Twitter: #AmplifySM @GetSatisfaction
Real life example:
Keep folks in the loop
• Use status markers & official responses• Encourage users to follow topics for email notifications• Push your official answers out via social
Twitter: #AmplifySM @GetSatisfaction
Capture Actionable Product Feedback
Twitter: #AmplifySM @GetSatisfaction
Capture Actionable Product Feedback
Twitter: #AmplifySM @GetSatisfaction
Capture Actionable Product Feedback
Twitter: #AmplifySM @GetSatisfaction
Prioritizing Product Feedback
• Review quantitative & qualitative feedback• Collaborate with your product team• Proper curation = accurate data to review
Twitter: #AmplifySM @GetSatisfaction
Real life example:
Beta Programs in the Community
Testing is only a click away
Twitter: #AmplifySM @GetSatisfaction
Take Advantage of
User-Generated Content
Twitter: #AmplifySM @GetSatisfaction
Take Advantage of
User-Generated Content
Twitter: #AmplifySM @GetSatisfaction
Help Break Down Internal Silos
• Bring non-customer facing teams into contact with customers
• Align Support, Marketing, and PR teams
• Drive real-time awareness around customer issues & praise
• Make more data driven decisions by leveraging the community
Photo Credit:-Tripp- via Flickr
Twitter: #AmplifySM @GetSatisfaction
Questions?
Contact us!
www.getsatisfaction.com/getsatisfaction
(877) 339-3997
@GetSatisfaction