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Business Value Through Customer Engagement

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Purple Spinnaker

This document discusses business value through customer engagement using social tools. It provides a brief history of social tools from the 1960s to present day. It then discusses how social tools can enable individuals, organizations and brands to connect, communicate and collaborate. Finally, it discusses measuring business value through metrics like revenue, profits, market share, and customer satisfaction and loyalty. Examples of social tools and brands using them are also provided.

TechnologieBusiness
1 von 19
Business Value Through Customer Engagement Julie Walker [email_address]
Agenda ,[object Object],[object Object],[object Object],[object Object]
Potted History 1980’s Business Tools Online Chat Public access to tools 1960’s EMAIL 1990’s Intranets Web sites Online Communities Online Dating BLOGS Google Digital Audio Players Digital Cameras RSS Customer Com Open Source Initiative 1970’s Online Games Bulletin Board Systems Forums BRANDED Services Wikipedia Wikia Friends Reunited Linkedin/Xing YouTube Flickr Facebook Second Life Habbo Hotel World of Warcraft NING Twitter Jellycast Britkite TBC..... Social Tools Wikis Blogs Podcasts iTunes IPOD’s/MP3 Digital Video Digital Photo Albums Mini-BLOGS Online Twitter Ning Friendfeed Slideshare Scribd 2000....
[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Social Tools Social Tools Web site Blog Twitter Wiki Brand Community Online Game Community Email/Chat SMS Video Podcast
Business Value ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Business Value Revenue Profitability Market Share Brand Recognition Customer Satisfaction Share of Wallet Cross – Selling Ratio Campaign Response Rate Customer Retention Customer Loyalty
Social Tools in Action The Tools The Brands
YouTube Channels Individual Videos Video Channels Most viewed Video Toddlers - 83.2m views Most viewed CHANNEL Leona Lewis – 198.8 views
Twitter Kogi BBQ twitters where it stops in LA Red Nose Kilimanjaro Climb Adobe Corporate and Product News ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],TED2009 Tweetdeck
www.Communispace.com ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Founded 1999 Private Communities for Client Organisations 300 invited members Engaged Targeted Communities Professional Market Research teams
Littlest Pet Shop “ Coming Fall 2009 experience a whole new LITTLEST PET SHOP world...ONLINE!” Littlest Pets are 200 plus small plastic pets with a number of accessories to collect. Littlest Pets VIP’s are 15 plus larger fluffy pets families of pets like hamsters, or ducks. Each family has a code which gives the owner 12months access to the online world of LPS VIP’s! Target Audience Girls age 5 to 10 Parents buying gifts for their child's friends Business Goal To sell large numbers of small plastic animals To sell large numbers of fluffy VIP animals To make LPS the toy of choice for target market
Littlest Pet Shop Business Value Revenue Profitability Market Share Brand Recognition Customer Satisfaction Share of Wallet Cross – Sell Ratio Campaign Response Rate Customer Retention Customer Loyalty Social Tools Web site Blog Twitter Wiki Brand Community Online Game Community Email/Chat SMS Video Podcast
Social Network Initiatives
Twitter UK Outlet YouTube Channel EBay Reseller Shop Corporate Blog Dell Podcasts Dell Wiki Facebook Communities Customer Support Twitter Sites
DELL Social Tools Web site Blog Twitter Wiki Brand Community Online Game Community Email/Chat SMS Video Podcast RSS Business Value Revenue Profitability Market Share Brand Recognition Customer Satisfaction Share of Wallet Cross – Sell Ratio Campaign Response Rate Customer Retention Customer Loyalty
Alaska, USA & New Zealand The Mousehunter - Alex Milway From Crystal Palace to Shetland Book Launch Web site Twitter BLOG Podcasts
The Mousehunter Business Value Revenue Profitability Market Share Brand Recognition Customer Satisfaction Share of Wallet Cross – Sell Ratio Campaign Response Rate Customer Retention Customer Loyalty Social Tools Web site Blog Twitter Wiki Brand Community Online Game Community Email/Chat SMS Video Podcast
Before you start....
Key Questions ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Julie Walker [email_address] www.twitter.com/juliewalker11 www.linkedin.com/in/juliewalker11

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Business Value Through Customer Engagement

  • 1. Business Value Through Customer Engagement Julie Walker [email_address]
  • 2.
  • 3. Potted History 1980’s Business Tools Online Chat Public access to tools 1960’s EMAIL 1990’s Intranets Web sites Online Communities Online Dating BLOGS Google Digital Audio Players Digital Cameras RSS Customer Com Open Source Initiative 1970’s Online Games Bulletin Board Systems Forums BRANDED Services Wikipedia Wikia Friends Reunited Linkedin/Xing YouTube Flickr Facebook Second Life Habbo Hotel World of Warcraft NING Twitter Jellycast Britkite TBC..... Social Tools Wikis Blogs Podcasts iTunes IPOD’s/MP3 Digital Video Digital Photo Albums Mini-BLOGS Online Twitter Ning Friendfeed Slideshare Scribd 2000....
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  • 6. Social Tools in Action The Tools The Brands
  • 7. YouTube Channels Individual Videos Video Channels Most viewed Video Toddlers - 83.2m views Most viewed CHANNEL Leona Lewis – 198.8 views
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  • 10. Littlest Pet Shop “ Coming Fall 2009 experience a whole new LITTLEST PET SHOP world...ONLINE!” Littlest Pets are 200 plus small plastic pets with a number of accessories to collect. Littlest Pets VIP’s are 15 plus larger fluffy pets families of pets like hamsters, or ducks. Each family has a code which gives the owner 12months access to the online world of LPS VIP’s! Target Audience Girls age 5 to 10 Parents buying gifts for their child's friends Business Goal To sell large numbers of small plastic animals To sell large numbers of fluffy VIP animals To make LPS the toy of choice for target market
  • 11. Littlest Pet Shop Business Value Revenue Profitability Market Share Brand Recognition Customer Satisfaction Share of Wallet Cross – Sell Ratio Campaign Response Rate Customer Retention Customer Loyalty Social Tools Web site Blog Twitter Wiki Brand Community Online Game Community Email/Chat SMS Video Podcast
  • 13. Twitter UK Outlet YouTube Channel EBay Reseller Shop Corporate Blog Dell Podcasts Dell Wiki Facebook Communities Customer Support Twitter Sites
  • 14. DELL Social Tools Web site Blog Twitter Wiki Brand Community Online Game Community Email/Chat SMS Video Podcast RSS Business Value Revenue Profitability Market Share Brand Recognition Customer Satisfaction Share of Wallet Cross – Sell Ratio Campaign Response Rate Customer Retention Customer Loyalty
  • 15. Alaska, USA & New Zealand The Mousehunter - Alex Milway From Crystal Palace to Shetland Book Launch Web site Twitter BLOG Podcasts
  • 16. The Mousehunter Business Value Revenue Profitability Market Share Brand Recognition Customer Satisfaction Share of Wallet Cross – Sell Ratio Campaign Response Rate Customer Retention Customer Loyalty Social Tools Web site Blog Twitter Wiki Brand Community Online Game Community Email/Chat SMS Video Podcast
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  • 19. Julie Walker [email_address] www.twitter.com/juliewalker11 www.linkedin.com/in/juliewalker11