VIEWS: 9 PAGES: 4 CATEGORY: Internet / Online POSTED ON: 11/21/2012
Social customers are changing and demanding, more than ever, an engaging and rewarding customer experience. This mean a business’s approach to social support for these customers across online customer communities, social networks, and traditional customer service is now more important. To employ a successful social support solution, businesses must account for an online community, reputation management, social web integration, CRM integration, and actionable analytics. Learn more about how these five must have solutions will help your business meet the demands of your social customers.
five must haves for social support share this whitepaper Lithium social software helps the world’s most iconic brands to build brand nations—vibrant online communities of passionate social customers. Lithium helps top brands such as AT&T, Sephora, Univision, and PayPal build active online communities that turn customer passion into social media marketing ROI. For more information on how to create lasting competitive advantage with the social customer experience, visit lithium.com, or connect with us on Twitter, Facebook and our own brand nation – the Lithosphere. request a demo we help companies unlock the passion of their customers. The Lithium Social Customer Suite allows brands to build vibrant customer communities that: reduce service costs with grow brand advocay with drive sales with innovate faster with social support social marketing social commerce social innovation lithium.com | © 2012 Lithium Technologies, Inc. All Rights Reserved 2 share this whitepaper Today’s top brands aren’t simply adapting to the disruptive force of social media, they’re embracing it whole hog. They’re rethinking traditional support strategies at the speed of innovation and re-engineering the kinds of customer relationships they want to develop, centering them on collaboration and engagement. User Profiling and Reputation Management Social support—the point at which online customer The ability to identify and cultivate those who will amplify communities, social networks, and traditional customer your brand message—your advocates, influencers, and service meet—is growing up. In order to meet the growing list superfans—is crucial. A reputation management system is of demands your social customers are making on your brand essential to enable content consumers—who far outnumber (and that your competitor is satisfying, by the way), brands content creators—to separate the useful from the non-useful must both build their own social presence and reach out and categorize content as relevant and trustworthy. Networks across the larger social web. like Yelp and eBay thrive on user reputation. A strong reputation fosters trust among the community members and makes the individual more influential. here are the must-haves for a Social Web Integration successful social support solution: The most successful social brands today are so because they are not only listening to but diving headlong into these An Online Community social customer conversations with gusto. They listen, An online community is the cornerstone of a social support acknowledge, respond, reward, explore, and engage their solution—a business tool that encourages participation social customers wherever they are—in online communities, and interaction among social customers who don’t know on Facebook and Twitter, and through mobile devices. In the one another. Online communities help brands to get social process, they’re tapping a veritable gold mine of business customers to trust each other, help each other and advocate intelligence—spontaneous, unsolicited market feedback— for your brand. Community is at the heart of all social which gives them the capability to meet customer needs, to customer solutions because the community is the means by improve satisfaction, to build long term customer loyalty, and which customers become brand citizens. to maximize customer lifetime value. 1 share this whitepaper CRM Integration conclusion Simply showing up and listening is not enough. Successful social support systems are based on strong ties from the Social customer conversations will continue to create buzz— social web to the company’s internal processes, allowing all good or bad—regardless of whether or not brands join in. A parts of the enterprise to take action. social support solution taps into the enormous latent value in social customer networks and turns them into brand nations: Today’s most competitive brands are not simply capturing an online community of empowered social customers who marketing feedback, but acting upon it. They’re folding all willingly support and assist each other, enthusiastically rally the valuable data they glean from social media into their around your brand and your products, and give you feedback business processes, knowledge stores, sales prospecting, and that helps you keep your competitive advantage. marketing automation tools. Actionable Analytics In the fast-evolving world of the social web, companies are constantly iterating on their social engagement practices, trying new strategies and learning from both their successes and failures. Solid analytics are essential for all of the varied stakeholders in the enterprise to measure the effectiveness of their programs and to make course corrections as needed. In the hands of people who can act on it immediately, this data gives companies a tremendous competitive advantage. 2
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