scrm talk
TRANSCRIPT
http://observer.com/2015/06/business-insider-elon-musk-bio/
Technology
• Our tools define our behavior. • They reinvent how we do business • How we connect, • Where we connect • When we connect• Why we connect
Social has made connecting
• Faster• Easier • Smarter
Business has always been social.
80s-90s until mid 2000 it was called word-of-mouth
3 top factors for consumers when deciding which company to do business with are:• personal experience (98%)• company’s reputation or brand (92%)• recommendations from friends and family (88%)
This hasn't changed.
In the mid 2000s till today people have made a business out of word-of-mouth services and built million/billion dollar companies like
YelpAngie's listTwitterFacebookGoogleTrueCar
Customers, harnessing technology, took word-of-mouth to the next level.
Old Buying FunnelDuring the Print/Yellowpages days it was awareness-consideration-purchase
A new step was added in the Buying Funnel. Awareness-Consideration-Verification then Purchase
With a Good Social CRM in place:High Customer Touch Points-Consideration-Verification then Purchase
OLD
NEW
What SMBs need to be aware of today.
• Social channels have amplified the word of mouth and feedback system.
• More than ever SMBs need to interact, engage and provide quality service via social channels. Be where your customers are.
• Social channels have become the great accelerators.
• Good news travels semi-fast but bad news travels at the speed of light (and is tweeted, retweeted, blogged, logged, posted, and lives forever online)
• Customers talk to you• Customers talk to each other
Companies:• Spread information fast to users who are interested in the company or products.• Follow conversations about your company • Respond very quickly to negative feedback, attend to customer problems and maintain, regain or rebuild customer confidence.
Customers • Customers easily tell a company -- and everyone else -- about their experiences (good or bad)• Customer use social networking sites to offer ideas for future products or tweaks to current ones
No longer a one way conversation
Power Tips
1. Respond to customers in a timely manner.2. Identify and engage your social influencers.3. Reward loyal customers. 4. Talk with your customers, not at them.5. Put a human face (or name) on your social media conversations.
- Jennifer Lonoff Schiff
Facebook App For Small BusinessTwitter
intercom.io sproutsocial.com nimble.cominsightly.com
SOCIAL CRM TOOLS
Tools that are helpful in monitoring, data gathering and responding to social media signals:
Americans will spend 9% more with companies that provide excellent service (American Express)