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http://ow.ly/hF2qV, Michael Fauscette, Featured GuestWatch Michael Fauscette, Group VP of IDC’s Software Business Solutions share insights on how companies can leverage customer communities as an integral part of their customer experience strategy. In this webinar, you’ll learn how: A customer community fits into your customer experience strategy To leverage a community to drive more customer engagement You can drive more business value from your customer experience strategy – for example, to acquire more customers, reduce support costs, and bring more innovative products to market
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Driving More Value From Your Customer Experience Strategy
Michael Fauscette, Group VP, Software Business Solutions
about.me/mfauscette #CXM @mfauscette
Twi$er: #CXM @GetSa2sfac2on
Get Satisfaction helps companies create engaging customer experiences by enabling online conversations about their products and
services at every stage of the lifecycle. .
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About Get Satisfaction
70,000 Customer
Communities
35 million consumers/
month
Connect with each other and the companies they
care about
To ask questions, share ideas
and report problems
Twi$er: #CXM @GetSa2sfac2on 3
Drive Real Business Results
75% Reduction in Support Tickets
1200 Product Ideas from the Community
athenahealth Client feedback and
insight into R&D
50% Decrease in Support Costs
1,000 Product Champions per Month
9 Brand Communities
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Expectations Experience
Satisfaction
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Strategy and
Processes
People
Access
Products & Services
Technology
Information
Customer Experience
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Connectivity
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Economically
Technically
Socially
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Michael Fauscette
Mike Fauscette mfauscette
Larry Fauscette
Larry Michael Fauscette Larry M Fauscette
mike_fauscette mfauscette@gmail.com
mfauscette@me.com
mfauscette@iCloud.com mfauscette@idc.com
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Responding Consistently Across Channel
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Operational Processes
Customer Experience Channels
Community
Telephone, cell phone
Web Site
Physical location
Traditional Outbound Communications
Social Media Presence/Interaction
Resources Organization
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Coordinating the Internal
Customer
Campaign execution, brand control – Marketing
Up-sell, cross-sell, reference selling – Sales
Operational Processes
Departmental Requirements Resources
- Product Innovation based on customer input Development
Customer service
$ – CFO
Loyalty, satisfaction insight – CEO
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Benefits
§ Know your customer
§ Engagement
§ Innovation / Voice of the Customer
§ Sales Intel
§ Marketing
§ Service / Peer to Peer Interaction
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Essential Guidance
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• Give Value to Get Value
• Connect outside in and inside out
• Silos are the enemy
• Technology isn’t enough – culture and process
• Sense and Respond
Michael Fausce,e Group Vice President So7ware Business Solu:ons mfausce,e@idc.com @mfausce,e about.me/mfausce,e
Thank You
Blog: www.mfauscette.com IDC Social Business Blog https://idc-insights-community.com/groups/it_agenda/social-business
Twi$er: #CXM @GetSa2sfac2on
Questions?
Contact us! Call (877) 339-3997
or visit us online
www.getsatisfaction.com
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