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Community webinar presentation v2
- 1. Communities for Engagement, Insights and Impact www.enterprisedevelop.com
- 2. The engine which transforms our world every day…
- 3. Computing power doubles every 18 months - Gordon Moore
- 5. Curt Carlson CEO, SRI International “In exponential times, if you improve your performance incrementally you fall behind exponentially”
- 6. Signals of the future “Out-of-business curve”
- 7. Source: Cisco Internet Business Solutions Group
- 8. … connects the unconnected Source: Cisco Internet Business Solutions Group
- 9. Every business is being disrupted…
- 10. … and many have to deliver performance in several life cycles at once
- 11. Customer Value The engaged human
- 12. Always on – always connected
- 13. 13
- 19. • Passive/reflective • Playful/interactive • Creative/expressive • Sharing/connected …all now experienced with digital media on many platforms Same 4 basic dimensions of human experience:
- 20. ANDI Enabled: cool interactive experiences DJ Empowered: easy to use tools and platforms for self-expression SYNDI Connected: platforms for connecting and exchange Different dimensions require distinctly different value propositions and innovations… for delivering experiences that are relevant to a particular type of audience ANA Enriched: high quality products and services
- 21. “If you find yourself in a market transaction and don’t know for sure that you are the wolf, then, sadly, you are the sheep.” Andre Perold
- 22. "In the new world, it's not the big fish which eats the small fish, it's the fast fish which eats the slow fish" Klaus Schwab Founder and Executive Chairman - World Economic Forum
- 23. Robots are cool but humans are better. Simply no way to replace how awesome and real human interaction feels and satisfies our natural instincts. Yes you can automate everything but people connect when they have a real person with a name and personality to engaging with them. It is proven if you do not talk to someone it changes your behavior. It is important to make customer insights apart of the customer journey. This prevents your customer from hitting a dead end and you experiencing a decline in profit and revenue. ● Shift the customer to the center ● Join the conversation ● Let customers feel the love ● Monitor customer trends
- 25. Shift Your Customers to the Center
- 27. Monitor customer
- 28. Organic Engagement is Not ForcedWe know when it is real and we know when it is FAKE! Encourage your customers with real engagement and interactions. “Consumer electronics shoppers who are fully engaged spend 29% more per shopping trip than actively disengaged customers.” - Gallup ● Authentic community ● Make an emotional connection ● Make them proud to be a customer ● Engagement not Satisfaction
- 30. “Consumer electronics shoppers who are fully engaged spend 29% more per shopping trip than actively disengaged customers.” - Gallup
- 33. Proud to be a customer
- 35. ● Connect them to you ● Connect them to each other ● Use the journey ● Connection influences feeling Connected The connected customer referred to as "Generation C"is powerful and if they are connected to you via community then you have brand ambassadors that can create a real social sneeze. “People don't remember what you said. They don't remember what you did. They remember how you made them feel.” - Maya Angelou
- 36. Connected - Generation C
- 37. "People don't remember what you said. They don't remember what you did. They remember how you made them feel." Maya Angelou
- 38. Connect with your customers & Connect them to each other
- 39. Consideration Purchase AdvocacyRetentionAwareness Blog PR Radio TV Print Word of Mouth Online Ads Email PPC Social Ads Review Media Email Direct Mail Ecommerce Brick & Mortar Website Community Forum Tutorials FAQ Knowledge Base Promotions Blog Social Networks Newsletter Contact Center Use the Journey
- 41. Collect Feedback Why Online Communities Platform? Listen and Engage Improve and Impact
- 42. QuestionPro Communities How it Works 1. RECRUIT your customers 2. ENGAGE your customers in surveys, discussions, polls, and events 3. COLLECT INSIGHTS from target groups 4. REWARD your customers for their participation 5. IMPACT your customers experience and your business
- 43. 5 Reasons to Choose QuestionPro Communities Centralized Platform
- 44. 5 Reasons to Choose QuestionPro Communities Cross Compatibility Centralized Platform
- 45. 5 Reasons to Choose QuestionPro Communities Higher Response Rates Engagement Tools Cross Compatibility Centralized Platform
- 46. 5 Reasons to Choose QuestionPro Communities Higher Response Rates Engagement Tools Cross Compatibility Experts at Your Fingertips Centralized Platform
- 47. 5 Reasons to Choose QuestionPro Communities Higher Response Rates Engagement Tools Cross Compatibility Experts at Your Fingertips Higher Response Rates Centralized Platform
- 48. “We see our customers as invited guests to a party, and we are the hosts. It’s our job every day to make every important aspect of the customer experience a little bit better.” Jeff Bezos