5. The Customer Conversation is Happening
Customers Expect Social to Power the Customer Experience
Sources: Burson-Marsteller/Vision Global Social Media Checkup ‘12, June ‘12; Consumer behavior
study on Twitter conducted by Constant Contact®
10. After a poor customer experience, more than a quarter of
consumers posted a negative comment on a social networking
site like Facebook or Twitter
SCORNED CONSUMERS TELL
FACEBOOK AND TWITTER
FOLLOWERS
Backup stats:On average per company per month: twitter 56000; facebook 5000; blogs 20000; forums 2000089% of customers will begin doing business with a competitor following a bad customer experience
Wird heute noch gefunden. (Top10)
Social programs remain a top priority with 76 percent of retailers planning to use Facebook for ‘social commerce’ initiativesBeyond Facebook, 43 percent of retailers are continuing to answer the demand for social programs such as enhanced user reviews and communities. However, although social programs are a must-have in today’s user experiences, one-third of the respondents still reported difficulty in determining social program ROI.
Social programs remain a top priority with 76 percent of retailers planning to use Facebook for ‘social commerce’ initiativesBeyond Facebook, 43 percent of retailers are continuing to answer the demand for social programs such as enhanced user reviews and communities. However, although social programs are a must-have in today’s user experiences, one-third of the respondents still reported difficulty in determining social program ROI.
79% of consumers who shared complaints about poor customer experience online had their complaints ignored21% who did get responses to complaints, more than 50% had positive reactions and 22% posted a positive comment about the organization to their feeds
Social customer Maersk responded quickly, honestly and in a human manner.Most engaged content ever (included how the company endeavors to co-exist with nature).
Oracle Social Engagement & Monitoring provides the ability to capture, monitor, engage and measure both structured and unstructured data.It provides the ability to process various sources of data so that only pure actionable signals are separated from the background noise.It auto categorizes responses based on intent, sentiment and a host of other factors.Social Engagement & Monitoring supports point to point response and engagement as well as providing valuable insight from KPI dashboards.
The socially-enabled enterprise offers a unified brand experience by:Understanding what is important to their customersCreating more valuable and meaningful content Connecting to their consumers via social based experiences that are valuable and timely across relevant channels
You can see from this slide that over 500 very important brands leverage Oracle Social Marketing today. Brands we all know such as the BBC, MTV, Motorola, McDonalds and DELL. A very impressive customer slide.