Get Serious About Customer-Centricity

Get Serious About Customer-Centricity Customer-centricity makes big sense when you go social in a big way. Support's Pay-off Social Support Bennies Sacil Marketing Bennies Marketing's Pay-off Matching agents with customer content, Time Warner Cable increased The American Diabetes Association community Better agent efficiency Crowd-sourced knowledge helps agents resolve issues faster. More trusted content raised web traffic from 14% of consumers trust brand time to response by 30%, agent efficiency by 57%. organic search by messages-92% trust each other. a factor of 8 The Canon Forum 100% of giffgaff support is handled by community. Their NPS is 73%-one of Improved SEO UGC boosts search results More satisfied customers accumulated over 5,100 registered users and 2.8MM page views 6 months. Social customers often get better, the world's highest. faster answers means increased and drives more traffic to your site customer satisfaction. (but only if it's on-domain) .............. 45% of Movistar community members Increased WOMM Less support calls We find answers to questions online (put there by others like us). 75% of new giffgaff solve problems through WOM influences 50% of purchase decisions and scales like nothing else-1,000+ customers can = 1/2M conversations. subscriptions are driven self-service- that's €10 million in by WOMM annual savings. The Market Need The Market Need 63% 33% 80% 92% of us look for help from other customers online of us prefer online channels over live of us are now more likely to try friends' suggestions. Why? Social media. of us trust earned media (social media, WOMM, etc) above all forms of advertising. when in need. support What is it? Empowering social customers 74% Use of online What is it? of us rely on social media to guide purchase decisions. communities and forums for service-up 39% in 3 years. help each other online Growing brand advocacy with trusted UGC and WOMM Who cares? Who cares? & Digital marketing & Customer care & eCommerce & Customer experience V Brand owners V Brand owners Whatis it? Who cares? Attracting & Product marketers customers and increasing buyer confidence Whatis it? Accelerated innovation with crowsdourced ideas with peer reviews The Market Need Who cares? The Market Need & Digital marketing 43% of all retail hase & eCommerce Crowdsourced are influenced online. innovation will double in eCommerce is set to reach the next 2 years $317 billion by 2016 92% 70% 44% of execs say they've crowdsourced ideas and of us have more of us view online customer reviews 1st when considering a brand. By 2017, more than half of CPG firms will crowdsource 75% of confidence in info decision-92% say it adds value. found online than their innovation and R&D any other source. Commerce's Pay-off Social Commerce Bennies SacialInovation Bennies Innouation's Pay-off 85% of Verizon's IMG 1.9 software is The Best Buy community community suggested. Relevance Decreased cost & time to market generates $5M in sales annually. Crowdsourced innovation brings 51% of us use social to share Each National Instruments experiences with brands and products- building highly trusted UGC. product release has an average of 13 customer- suggested features. more and better ideas to market faster than a focus group. FICO community The 02 community generated 900 customer members spend41% Reach Reduced risk more than average. 1.5 billion people using social media today can interact with your brand anywhere they are Crowdsourced ideas come directly from the marketplace-already customer tested. ideas in 6 months. Barclaycard raised retention by 25% and complaints by 50% with the world's 1st crowdsourced credit Sephora Beauty Talk Conversion community members spend 10x more than the Enlisted social customers (those who curate, read or review) are 250% more likely to convert. Better customer experience As co-creators, customers participate more meaningfully in their customer experiences average customer. card offering. Lithium social software helps companies unlock the passion of their customers. Lithium powers amazing social customer experiences for more than 300 iconic brands including AT&T, BT, Best Buy, Indosat, Sephora, Skype and Telstra. The 100% SaaS-based Lithium Social Customer ExperienceTM platform enables brands to build and engage vibrant customer communities to drive sales, reduce service costs, accelerate innovation and grow brand advocacy. For more information, visit lithium.com, or connect with us on Twitter, Facebook and our own community- the Lithosphere. Lithium is privately held with corporate headquarters in San Francisco and offices across Europe, Asia and Australia. Lithium Social Marketing Support ommerce Innovation