SOCIAL SUPPORT AND TOTAL COMMUNITY Argyle Customer Care Leadership Forum March 2015 @lithiumtech @cothrel
Social Support and Total Community
Jul 29, 2015
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SOCIAL SUPPORT AND TOTAL COMMUNITY
Argyle Customer Care Leadership ForumMarch 2015@lithiumtech @cothrel
WHO WE ARE
interact on social networks
build customer communities
understand digital customers better
our software and services help companies:
SOCIAL CUSTOMER EXPERIENCE
why social support?1
THE CHALLENGE
Buyers are forever changed. Brands compete with a new kind of ‘great’
experience.
ExtremeExpectations
WHAT THIS MEANS
expect a response from brands to Tweet
73%
expect a response within an hour
72% feel more negative when not responded to in timely manner
40%
of complaints go unanswered*70%
*Maritz Research
Customers have Extreme Expectations
Unresponsiveness Poses Risk to Revenue & Reputation
What are companies doing?2
25million unique visits
32millionaccepted
solutionviews
Idea Management
Resolutions in the community are
20x’s
less expensive
vs. assisted channels
93%answer rate in the community
calls are
1 min, 48 sec shorter on average following a visit to the community
With the help of Lithium, we are building a program where we go beyond providing service to our customers via traditional contact methods. With the introduction of our Help Forum, Facebook and Twitter channels we are now enabling an all-round social customer experience.
Stephen Marshall Community Operations Manager, Sky
29% of
surveyed community members say they no longer need to call for help CSAT
87%
customer retention improved by
25%
$10M
along with other customer experience initiatives, Barclaycard Ring contributed to
decreased customer complaints by50%
in annual benefit
Barclaycard Ring’s innovative levels of simplicity, transparency, and service are impacting the way we do business…we believe this is the way all companies will engage with customers in the future.
Paul WilmoreGeneral Manager Consumer Markets, Barclaycard
how do you get there?3
12LITHIUM CONFIDENTIAL
Socially-Infused Website
how brands transform their approach to managing the social customer experience
stage 1foundational
stage 3operationalizing
stage 4extending
stage 5transforming
stage 2experimental
listen to understand the social opportunity
engage on existing social networks
operationalize the conversation
extend the business value to drive business impact
realize world class performance
holistic enterprise social
social media monitoring
branded community
facebook & twitter integrations
enterprise social solutions
build a listening engine build a content engine build a conversation engine build an experience engine build an innovation engine
listen-to-target, focus efforts on improving acquisition of new
customers
listen-to-engage, invest in social channels, activate current & new
customers
listen, incorporate feedback, modify experience, invest on-domain, improve
internal operations
listen, incorporate feedback, design for the customer, enlist external
participants to create brand value
listen, design for the customer, empower customers as trusted
content and business co-creators
THREE KEY PRODUCTS
Lithium Confidential
SOCIAL CHANNEL RESPONSE BRANDED COMMUNITIES ANALYTICS & KLOUT
Connect Engage Understand
Thanks!@cothrel
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