community webinar presentation v2
TRANSCRIPT
Communities for Engagement, Insights and Impact
www.enterprisedevelop.com
The engine which transforms our
world every day…
Computing power doubles every 18 months - Gordon Moore
Digital =
Exponential
www.enterprisedevelop.com
Curt CarlsonCEO, SRI International
“In exponential times, if you improve your performance
incrementallyyou fall behindexponentially”
Signals of the future
“Out-of-business curve”
Source: Cisco Internet Business Solutions Group
… connects the unconnectedSource: Cisco Internet Business Solutions Group
Every business is being disrupted…
… and many have to deliver performance in several life cycles at once
Customer Value
The engaged human
Always on – always connected
13
Passive/ Reflective
Passive/ Reflective
Playful/ Interactive
Passive/ Reflective
Creative/ Impactful
Playful/ Interactive
Passive/ Reflective
Creative/ Impactful
Sharing/ Connected
Playful/ Interactive
Passive/ Reflective
Creative/ Impactful
Sharing/ Connected
Playful/ Interactive
• Passive/reflective• Playful/interactive• Creative/
expressive• Sharing/connected…all now experienced with digital media on many platforms
Same 4 basic dimensions of human experience:
ANDIEnabled:
cool interactive
experiences
DJEmpowered:
easy to use tools and platforms for self-
expression
SYNDIConnected:platforms for
connecting and exchange
Different dimensions require distinctly different value propositions and innovations… for delivering experiences that are relevant to a particular type of audience
ANAEnriched:high quality
products and services
“If you find yourself in a market transaction and don’t know for sure that you are the wolf, then, sadly,
you are the sheep.”
Andre Perold
"In the new world, it's not the big fish which eats the small fish, it's the fast fish which eats the slow fish"
Klaus SchwabFounder and Executive Chairman - World Economic Forum
Robots are cool but humans are better. Simply no way to replace how awesome and real human interaction feels and satisfies our natural instincts. Yes you can automate everything but people connect when they have a real person with a name and personality to engaging with them. It is proven if you do not talk to someone it changes your behavior. It is important to make customer insights apart of the customer journey. This prevents your customer from hitting a dead end and you experiencing a decline in profit and revenue.
● Shift the customer to the center● Join the conversation● Let customers feel the love● Monitor customer trends
Robots are not buyers’!
Shift Your Customers to the Center
Join the conversation
Monitor customer
Organic Engagement is Not Forced
We know when it is real and we know when it is FAKE! Encourage your customers with real engagement and interactions.
“Consumer electronics shoppers who are fully engaged spend 29% more per shopping trip than actively disengaged customers.” - Gallup● Authentic community
● Make an emotional connection● Make them proud to be a customer● Engagement not Satisfaction
Organic Engagement
“Consumer electronics shoppers who are fully engaged spend 29% more per shopping trip than actively disengaged customers.”
- Gallup
Keep Your Communities Authentic
Make Emotional Connection
Proud to be a
customer
Engagement Results in Satisfaction
=
● Connect them to you● Connect them to each other● Use the journey● Connection influences feeling
Connected The connected customer referred to as "Generation C"is powerful and if they are connected to you via community then you have brand ambassadors that can create a real social sneeze.
“People don't remember what you said. They don't remember what you did. They remember how you made them feel.” - Maya Angelou
Connected - Generation C
"People don't remember what you said. They don't remember what you did. They remember how you made them feel."
Maya Angelou
Connect with your customers
& Connect them to each other
Consideration Purchase AdvocacyRetentionAwareness
Blog
PR
RadioTV
Word of Mouth
Online Ads
PPC
Social Ads
Review
Media
EmailDirect Mail
Ecommerce
Brick & Mortar
Website
Community Forum
Tutorials
FAQKnowledge Base Promotions
Blog
Social Networks
Newsletter
Contact Center
Use the Journey
Connection Influences Feelings
Collect Feedback
Why Online Communities Platform?Listen and Engage Improve and Impact
QuestionPro Communities How it Works
1. RECRUIT your customers2. ENGAGE your customers in surveys, discussions, polls, and events3. COLLECT INSIGHTS from target groups4. REWARD your customers for their participation5. IMPACT your customers experience and your business outcomes
5 Reasons to Choose QuestionPro Communities Centralized
Platform
5 Reasons to Choose QuestionPro Communities
Cross Compatibility
Centralized Platform
5 Reasons to Choose QuestionPro Communities
Higher Response
RatesEngagement
ToolsCross
CompatibilityCentralized
Platform
5 Reasons to Choose QuestionPro Communities
Higher Response
RatesEngagement
ToolsCross
CompatibilityExperts at
Your Fingertips
Centralized Platform
5 Reasons to Choose QuestionPro Communities
Higher Response
RatesEngagement
ToolsCross
CompatibilityExperts at
Your Fingertips
Higher Response
RatesCentralized
Platform
“We see our customers as invited guests to a party, and we are the hosts. It’s our job every day to make every important aspect of the customer experience a little bit better.”
Jeff Bezos
QuestionPro Communities Platform
questionpro.com/communities