Voice of the (Social)Customer:. Listen and Then Act. Voice of the (Social) Customer. Voice of the (Social) Customer. “The revolution has not been a business revolution, it has been a social revolution – one in how we communicate.” – Me, 2009. Who is the Social Customer?.
Listen and Then Act
“The revolution has not been a business revolution, it has been a social revolution – one in how we communicate.” – Me, 2009
Source: Brian Solis
Bad customer service can go viral
Great customer service & insight can create advocates – who can go viral
Social CRM: Companies RespondVoice of the (Social) Customer
It’s all built around the conversation...
Need to look at the social network & social graph….
And at the level of the individual phone call….
What is common to both is that the customers are aggressively conversing
And that you are capturing and analyzing the live conversations in real or near real time
What does this picture tell you?
Visual (or verbal) cues provide information but, you still have to interpret & judge
Looking at the Technology
“If companies mined the data that they were sitting on in all those megabytes of recorded customer calls, they would have a much clearer idea of what problems were costing them precious dollars in customer service. They could focus future development efforts on fixing those issues and reduce the volume of costly customer support contacts.”
Ian Jacobs, Senior Analyst, Datamonitor (DestinationCRM, June 13, 2009)
Key Speech Analytics Benefits re: Customers
Source: Donna Fluss, DMG Consulting, March 2007
Author: CRM at the Speed of Light (4th Edition, November, 2009)
President: The 56 Group, LLC
Managing Partner/CCO: BPT Partners,
EVP: National CRM Assn.
Co-Chair: Rutgers CRM Research Center
Named #1 CRM Influencer (Non Vendor) by InsideCRM 2007
Named #1 CRM Blogger 2005, twice in 2007 by TechTarget and InsideCRM & InsideCRM 2008
CRM Magazine 2008 Top Influencer
CRM 2.0: The Conversation (ZDNET): http://blogs.zdnet.com/crm
Email: [email protected]
Cell phone: 703-551-2337