Amplify Your Business Results with Social Media and Community

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