Shaking the CEO Money Tree

1. Shaking the CEO Money Tree Kirsten Bay, CEO, Attensity

2. My Intersection with Big Data

3. About Attensity Leading provider of social analytics & engagement applicationsAnalyze and Act on social conversations, no matter where they occur: Twitter •Facebook •Google+•blogs • reviews • forums • communities •emails • surveys•more • 12+ years experience in unstructured analytics • 9 patents in natural language processing and data ingestion • 150 Million web & social sources available to users • 150+ installations worldwide • World’s largest NLP development group

4. Millions of Customer Conversations • 450 Million Tweets per day • 247 BillionEmails per day • 126 MillionBlogs • Millionsof CRM Records • 100s of Millions of Surveys

5. In the Beginning… • Social Media = Marketing Talking To The World

6. Now… • Social Media = Customers and Companies Engaging • Over 1/3 of Tweets to Brands are Service-Related

7. Social Media: Not Just For Marketing Anymore

8. Marketing and Customer Service • Problems may be creating your marketing content, but the social media marketing team also needs to know how to handle a crisis with a plan • A decision has to be made, whether an issue should be handled privately (via traditional channels ) or do you consider going public to demonstrate that you listen and care about your customers and create a positive outcome for your brand? • Do you ‘delete or not delete’ the comment? It is considered poor form to bury bad press as this can lead to complaints going onto other social platforms and making the problem worse • Proving you can handle these situations and adding value for the customer is even more important than just creating informative and engaging marketing content

9. The Internet and Social Media Have Changed Customer Service Forever • Customers expect instant and easy access to service any time, any where • Self service, community support, 3rd party forums and service via Twitter are becoming expected parts of a service offering • Customers expect instant response no matter where they communicate their issues • Today’s consumers show a growing preference for using social media for customer service • Among 18-24 year olds, 37% prefer customer service through social media rather than the phone The State of Social Customer Service 2012 - NM Incite

10. Great Service = Great Marketing • As social media continues to grow, it is really important for businesses to accept the fact that consumers will turn to online channels to complain about service issues • It’s very easy for your customers to go elsewhere if you #fail • Unless you get the engagement plan right - whatever you achieve with your social media marketing your brand can be damaged • The correlation between great social media service experiences, strong social marketing and likelihood to purchase something from a brand is very significant! • 87% of consumers say their online social interaction with the company “positively impacted” the likelihood that they’ll purchase from that brand J.D. Power and Associates 2013 Social Media Benchmark Study

11. Customer Service Blind Spots Lead Consumers to Switch to Competitors • During the online service process, consumers communicate specific areas of dissatisfaction • BUT, most companies remain blind to customers who have communicated issues and who have even partially switched leaving them unable to respond until it is too late • Most companies fail to identify when a business pattern with a customer changes and respond accordingly • Companies would do well to pay attention to “tremors” as much as they attend to “earthquakes” Accenture 2011 Global Consumer Research Study New Realities

12. And These Demographics May Surprise You • Consumers 18 to 29-years-old are more likely to use a brand’s social media site for servicing interactions (43%) than for marketing (23%) • Your best social marketing customer may be over 50 - 38% of those 50 and older interact with a brand’s social media site for marketing • Most social marketers aim content and engagement toward an audience they presume is young, but this study demonstrates that considering a more mature voice in social marketing could pay off • Generation X Expects Both Customer Service & Marketing Via Social - consumers ages 30 to 49, use of social media for marketing and servicing is divided straight up the middle (39% for each) J.D. Power and Associates 2013 Social Media Benchmark Study

13. So… How DO you get budget?

14. It’s more than ROI… It is about revenue!

15. Marketing and Customer Service Should Work Together to Shake the Money Tree

16. You Need a Comprehensive Strategy Efficiently and Centrally drive key engagement processes Work Together To Deliver actionable insights for the whole company

17. You Need One System and Policy for Engagement Across an Organization • Product Issue: Request for help or reported problem > • Create ticket for Call Center • Corporate Rant or Rave > • Route to Corporate Communications • Lead / Intent-to-buy > • Route to SFA system for Inside Sales • Feature Suggestion, Product Compliment or Complaint > • Automatic Jira ticketing for Product Management • Fraud: Communication from an unauthorized provider of products, use of brand in spam activity > • Delivery to Outlook mailbox for Legal

18. Work Together to Use Customer Communications to Better Understand Your Customers and Market • Sentiment – how customers feel about the company and specific products • Top Complaints, compliments and emerging issues • Customer Profiling – who is contacting you • Net Promoter Score™ correlations • Intent to churn, intent to buy • Spot opportunities to win new business from customers frustrated with the competition

19. Key Takeaways • Marketing and Customer Service Need to Work Together to Deliver a Comprehensive Brand Experience • Combine Forces in Budgeting for a Corporate-Wide System to Ensure Uniformity and Compliance • Combine to Gather Actionable Insights for the Company

20. Let’s Continue The Conversation! Attensity Camp | LinkedIn

21. Q&A