influence of social consumer
Post on 13-Sep-2014
268 views
DESCRIPTION
TRANSCRIPT
![Page 1: Influence of Social Consumer](https://reader033.vdocuments.site/reader033/viewer/2022061104/541409288d7f7294698b47f5/html5/thumbnails/1.jpg)
INFLUENCE OF THE SOCIAL CUSTOMER
Market Analyst™www.marketanalyst.net
© 2014 Market Analyst, LLC. All rights reserved
![Page 2: Influence of Social Consumer](https://reader033.vdocuments.site/reader033/viewer/2022061104/541409288d7f7294698b47f5/html5/thumbnails/2.jpg)
© 2014 Market Analyst, LLC. All rights reserved
![Page 3: Influence of Social Consumer](https://reader033.vdocuments.site/reader033/viewer/2022061104/541409288d7f7294698b47f5/html5/thumbnails/3.jpg)
DAWN OF THE DIGITAL AGE
© 2014 Market Analyst, LLC. All rights reserved
![Page 4: Influence of Social Consumer](https://reader033.vdocuments.site/reader033/viewer/2022061104/541409288d7f7294698b47f5/html5/thumbnails/4.jpg)
© 2014 Market Analyst, LLC. All rights reserved
The explosion of social media has forced the evolution of customer service. With it came the rise of a new customer – one who can topple even the strongest of brands .
The new found customer is known as
THE SOCIAL CUSTOMER
![Page 5: Influence of Social Consumer](https://reader033.vdocuments.site/reader033/viewer/2022061104/541409288d7f7294698b47f5/html5/thumbnails/5.jpg)
THE SOCIAL CUSTOMER
© 2014 Market Analyst, LLC. All rights reserved
![Page 6: Influence of Social Consumer](https://reader033.vdocuments.site/reader033/viewer/2022061104/541409288d7f7294698b47f5/html5/thumbnails/6.jpg)
PROFILE OF THE SOCIAL CUSTOMER
© 2014 Market Analyst, LLC. All rights reserved
![Page 7: Influence of Social Consumer](https://reader033.vdocuments.site/reader033/viewer/2022061104/541409288d7f7294698b47f5/html5/thumbnails/7.jpg)
SOCIAL CUSTOMER & BRAND EXPERIENCE
© 2014 Market Analyst, LLC. All rights reserved
![Page 8: Influence of Social Consumer](https://reader033.vdocuments.site/reader033/viewer/2022061104/541409288d7f7294698b47f5/html5/thumbnails/8.jpg)
© 2014 Market Analyst, LLC. All rights reserved
LISTEN TO THE SOCIAL CUSTOMER, EVALUATE & DETERMINE IF YOU CAN ADD VALUE.
![Page 9: Influence of Social Consumer](https://reader033.vdocuments.site/reader033/viewer/2022061104/541409288d7f7294698b47f5/html5/thumbnails/9.jpg)
© 2014 Market Analyst, LLC. All rights reserved
![Page 10: Influence of Social Consumer](https://reader033.vdocuments.site/reader033/viewer/2022061104/541409288d7f7294698b47f5/html5/thumbnails/10.jpg)
EXPECTATIONS ARE HIGH
© 2014 Market Analyst, LLC. All rights reserved
In today’s age of constant connectivity and instant solutions, social customers demand and expect immediate assistance at any hour of the day.
![Page 11: Influence of Social Consumer](https://reader033.vdocuments.site/reader033/viewer/2022061104/541409288d7f7294698b47f5/html5/thumbnails/11.jpg)
© 2014 Market Analyst, LLC. All rights reserved
Social media provides an instant connection.
![Page 12: Influence of Social Consumer](https://reader033.vdocuments.site/reader033/viewer/2022061104/541409288d7f7294698b47f5/html5/thumbnails/12.jpg)
WHEN RESPONDING TO A SOCIAL CUSTOMER, ORGANIZATIONS SHOULD:
• STRIVE FOR FASTER RESPONSE TIME• BE PROACTIVE, NOT DEFENSIVE• SUGGEST A SOLUTION TO THE PROBLEM• BE HUMAN, APPLY HUMOR• THANK THE CUSTOMER, GET FEEDBACK
© 2014 Market Analyst, LLC. All rights reserved
![Page 13: Influence of Social Consumer](https://reader033.vdocuments.site/reader033/viewer/2022061104/541409288d7f7294698b47f5/html5/thumbnails/13.jpg)
© 2014 Market Analyst, LLC. All rights reserved
Contact Market Analyst
for all your Market Research needs