3. Agenda Introductions Partnership overview Understanding the power of community and how to harness it Driving Real Results: Showcasing Microsoft Live’s use of community (Case Study) Q&A with Sue Sonday, Microsoft Community Strategist Call to action: How to get started 3
4. Sue Sonday Introduction Serves as the senior product manager for Office Live Small Business (OLSB) and Office Live Workspace (OLW) online communities. Pioneered the development of a new community paradigm for Office Live that combined help content, user-generated question/answer, and support, into a single, integrated customer experience.
10. Site Features Helped to Drive Community Engagement The Q&A Section of the Forum allows members to ask and answer questions The Discussion Section of the Forum allows the community council to interact and collaborate
12. Advocate Activation Helped to Build a Robust Community Leveraged the power of peer-to-peer support and user-generated content Identified and activated customer fan base as key component of this peer-to-peer initiative Support Agents Augmented the fan base with support agents who were redeployed to the community from traditional support functions (phone and email support) Community
18. Understanding the Process and How it Will Work Social Marketing Disciplines: Summary Share Referral & Pass Along Sales Volume Sales Velocity Product (Re)launch Issue Management Engagement Advocacy Customer Experience Awareness Insights Innovation Community Marketing M H H H H H H H H H Viral Marketing H L L L M L H H L L Buzz Marketing H L L L L L H M L L Grassroots/ Netroots Marketing L M L L H H L H L L Digital Footprint M H M H H H M H M L Product Seeding H M L L L L H M H M Influencer Marketing M L M L H M L L L L Conversation Insights L H H H H L H L L L Social Networking M H M L M M M H L L
19. Taking a Community Approach Branded Community Consists of Three Pillars Feedback Advocacy Support Drivesinnovation, product quality & financials Drivesmarketing effectiveness Improvescustomer experience, reduces cost of support High performing communities incorporate one or more of these pillars
20. Achieving Business Results Through Community Three Most Common Metrics By Pillar and Health and Performance:
21. Unlock the Untapped Potential Typical workgroup Breadth of insight Potentially valuable insights Insights from known individuals Breadth of community 11/17/2009 Telligent Confidential 20
24. Green– “optimal performance” stateTracks and measures community membership levels, recruitment, and long- term engagement activities Social marketing metrics focused on community and brand awareness Social Marketing Dashboard Community Performance Index™ Brand conversation share, sentiment, reach and influence metrics report Detailed scorecard that integrates all metrics at a highly granular level
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27. Sample ComBlu Community Performance Index™ The ComBlu Community Performance Index™, its indices and function is Patent Pending. Copyright 2008-2009, Communications Blueprints, L.L.C. All Rights Reserved.
Update to reflect content:-Introductions -Partnership overview (highlights from both firms), showcasing ‘better together’-Understanding the power of community and how to harness it-Driving Real Results: Showcasing Microsoft Live’s use of community (Case Study)-QnA with Sue Sonday, Microsoft Community Strategist-Call to action: How to get started
Transition to product overviews.
Question and answer functionality enables Microsoft to leverage the power of the groundswell to help users answer one another’s questions
Members can comment on and rate all content types.This helps us determine the effectiveness of a piece of content.Links to social sites such as Facebook and Twitter. Links back from Facebook, Twitter and other social sitesSometimes customer service reps point customers back to the answer already present on our own site
This leads to a great loss of potential insight and productivity. Organizational potential is left largely untapped.
Leave slide and co-brand. Q: Insert call to action for pdf reprint?