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The Social Customer and Customer 2.0
- 1. Who is the Social Customer Mitch Lieberman Comity Technology Advisors Comity (kom’-it-ee) – A friendly social atmosphere; social harmony; a loose widespread community based on common social institutions.Comity Technology Advisors - Providing analysis and advice at the intersection where business, social media and technology converge.
- 2. The Social Customer is a hyper-connected, vocal, collaborative, mobile “I trust my peers more than you” buyer? Customer 2.0 is closely related to the Social Customer. Maybe more of a B to B version; a very well informed, knowledgeable purchaser. Mitch Lieberman - @mjayliebs
- 3. Your Business is about FindingandRetaining Customers More important… Not Industry Buzzwords and What insiders name things! Mitch Lieberman - @mjayliebs 05/08/09
- 4. Social CRM is the Extension of CRM in Response to the Social Customer Extension by People, Process, Culture and Technology Mitch Lieberman - @mjayliebs
- 5. The Social Customer is: Vocal Hyper-connected Creative Collaborative The Social Customer also: Expects to customize products Is Critical of claims by brands Is Influenced by friends & peers 2
- 6. Customers Trust Their Peers Social CRM 78% trust recommendations from social graph (E. Qualman) 90% of B2B buyers trust peer reviews & 70% trust online reviews Mitch Lieberman - @mjayliebs
- 7. A Social Customer is, after all, a Customer – Just Cooler! ©2009 SugarCRM Inc. All rights reserved. Mitch Lieberman - @mjayliebs 05/08/09
- 10. Be Relevant
- 11. No Bullhorn
- 12. Be Consistent9
- 14. Collaborative is more than a word
- 15. Accountability
- 16. Maintain and Foster Trust
- 17. Be Transparent and Open
- 19. Experience is part of the process, just harder to define
- 20. They want a Collaborative relationships
- 22. Trust is an Outcome of Transparency Customers do not expect perfection, they expect Authenticity and Honesty Mitch Lieberman - @mjayliebs
- 23. Who is Mitch Lieberman President and CEO of Comity Technology Advisors Comity Technology Advisors - Providing analysis and advice at the intersection where business, social media and technology converge. Blog – “A Title Would Limit My Thoughts” located at http://mjayliebs.wordpress.com and syndicated on CustomerThink.comand SalesEdgeOne.com http://comityadvisors.com Twitter and Skype - @mjayliebs
- 24. Thank You! Mitch Lieberman - @mjayliebs