{"id":3002,"date":"2020-06-19T19:05:56","date_gmt":"2020-06-19T19:05:56","guid":{"rendered":"https:\/\/wiki.thomasandsofia.com\/?p=3002"},"modified":"2020-06-19T23:15:54","modified_gmt":"2020-06-19T23:15:54","slug":"cs8-the-power-of-platform","status":"publish","type":"post","link":"https:\/\/wiki.thomasandsofia.com\/?p=3002","title":{"rendered":"CS8 &#8211; The Power of Platform"},"content":{"rendered":"<p><a href=\"\/cs7-the-power-of-yes\/\">&lt; 7 The Power of Yes<\/a> | <a href=\"\/customer-success-profit-from-the-power-of-your-customers\/\">Home<\/a> | <a href=\"\/cs9-the-power-of-rebellion\/\">9 The Power of Rebellion &gt;<\/a><\/p>\n<h1>37. Your Fawlty Fiasco<\/h1>\n<p><a href=\"https:\/\/www.udemy.com\/course\/how-to-profit-from-your-customers\/learn\/lecture\/740332#overview\" target=\"_blank\" rel=\"noopener\">https:\/\/www.udemy.com\/course\/how-to-profit-from-your-customers\/learn\/lecture\/740332#overview<\/a><\/p>\n<p>Someone can crucify your business in a flash.<\/p>\n<ul>\n<li>1 bad experience can lead to 400 missed opportunities\n<ul>\n<li>12 * 6 * 3<\/li>\n<li>Think his math is wrong&#8230;<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<p><strong>While smartphones can be used for good, they can quickly be used as weapons.<\/strong><\/p>\n<p>&nbsp;<\/p>\n<h1>38. Every company needs to listen<\/h1>\n<p><a href=\"https:\/\/www.udemy.com\/course\/how-to-profit-from-your-customers\/learn\/lecture\/740342#overview\" target=\"_blank\" rel=\"noopener\">https:\/\/www.udemy.com\/course\/how-to-profit-from-your-customers\/learn\/lecture\/740342#overview<\/a><\/p>\n<p>Regarding social media.\u00a0 This section is out of date<\/p>\n<h2>How to use Social Media<\/h2>\n<ul>\n<li>The Company\n<ul>\n<li>Quickly identify customer issues<\/li>\n<li>Prioritize and drive action<\/li>\n<li>Quantify impact<\/li>\n<li>Create visibility and awareness<\/li>\n<\/ul>\n<\/li>\n<li>The company goals\n<ul>\n<li>Brand pulse\n<ul>\n<li>An ongoing check-up on the conversation, attitudes and havior about your brand<\/li>\n<\/ul>\n<\/li>\n<li>Revenue\n<ul>\n<li>Create new ways to benefit from social commerce<\/li>\n<\/ul>\n<\/li>\n<li>Marketing\n<ul>\n<li>Continuous improvement in campaign effectiveness and efficiency<\/li>\n<\/ul>\n<\/li>\n<li>Operations\n<ul>\n<li>Finding new ways to streamline and reduce costs<\/li>\n<\/ul>\n<\/li>\n<li>Customer Experience\n<ul>\n<li>Enhance it to build life-time relationships<\/li>\n<\/ul>\n<\/li>\n<li>Ongoing Innovation\n<ul>\n<li>Collaboration with customers will produce fresh thinking from real users<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<h2>How to handle business objections to Social Media investment<\/h2>\n<ul>\n<li>Set clear business goals and objectives<\/li>\n<li>Use small pilot programs to see if future investment makes more sense<\/li>\n<\/ul>\n<h2>The Social Media Payoff Examples<\/h2>\n<ul>\n<li>Awareness\n<ul>\n<li>For achieved same level of recognition with a fiesta campaign at 10% of the cost of traditional TV.<\/li>\n<\/ul>\n<\/li>\n<li>Purchase\n<ul>\n<li>Wetseal report that social shoppers have a 2.5x greater conversion than average shoppers<\/li>\n<\/ul>\n<\/li>\n<li>Use + Market Share\n<ul>\n<li>Nike+ increased running shoe market share from 48% to 61%<\/li>\n<\/ul>\n<\/li>\n<li>Service\n<ul>\n<li>Intuit&#8217;s QuickBook customers answer 70% of fellow customer service questions online.<\/li>\n<\/ul>\n<\/li>\n<li>Feedback\n<ul>\n<li>Lego used customer idea sourcing for its decision to launch more expensive and customer-innovated sets.<\/li>\n<\/ul>\n<\/li>\n<li>Retention\n<ul>\n<li>eBay community users spend 54% more than other customers.<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<h2>5 Steps to Social Listening<\/h2>\n<ol>\n<li>Start Listening<\/li>\n<li>Optimize listening<\/li>\n<li>Filter, sort and search<\/li>\n<li>Take action<\/li>\n<li>Refine<\/li>\n<\/ol>\n<h2>Listening Posts<\/h2>\n<p><em>&#8220;<span class=\"sb-0\"><span class=\"dt \"><span class=\"dtText\">a center for monitoring electronic communications<\/span><\/span><\/span>&#8220;<\/em><\/p>\n<ul>\n<li>Your listening post brings your customer touch points together harnessing technology within a human framework.<\/li>\n<li>This helps mobilize and guide everyone forward to help every customer succeed.<\/li>\n<\/ul>\n<h3>Listening Post Goals<\/h3>\n<ul>\n<li>Convert listening to meaningful results<\/li>\n<li>Establish a big picture view of your customer relationships across multiple touch points<\/li>\n<li>Drive organizational accountability and awareness<\/li>\n<li>Engage with customers on their terms<\/li>\n<li>Make customer-centered decisions<\/li>\n<li>Generate Insights<\/li>\n<li>Create solutions<\/li>\n<\/ul>\n<h1>39. How to tune-in<\/h1>\n<p>(Listening posts, part 2)<\/p>\n<p><a href=\"https:\/\/www.udemy.com\/course\/how-to-profit-from-your-customers\/learn\/lecture\/740346#overview\" target=\"_blank\" rel=\"noopener\">https:\/\/www.udemy.com\/course\/how-to-profit-from-your-customers\/learn\/lecture\/740346#overview<\/a><\/p>\n<h2>Listening Posts Next Steps<\/h2>\n<ul>\n<li>View everything from the customer&#8217;s point of view.<\/li>\n<li>Challenge your perceptions of how customers are really engaging<\/li>\n<li>Build a shared vision of what a &#8220;Best customer experience&#8221; really looks like<\/li>\n<li>Become a champion of continuous improvement<\/li>\n<li>Stay informed of the latest tools and technology to help you<\/li>\n<\/ul>\n<h2>Real-Time experience tracking technology<\/h2>\n<p>Use real-time data to<\/p>\n<ul>\n<li>Pre-survey\n<ul>\n<li>Brand awareness<\/li>\n<li>Consideration<\/li>\n<li>Perception<\/li>\n<li>Usage<\/li>\n<\/ul>\n<\/li>\n<li>Real-time mobile feedback during the survey period\n<ul>\n<li>Links brands to touchpoints<\/li>\n<li>TV<\/li>\n<li>In store<\/li>\n<li>Online<\/li>\n<li>Conversation<\/li>\n<li>News media<\/li>\n<\/ul>\n<\/li>\n<li>Post survey\n<ul>\n<li>Awareness<\/li>\n<li>Consideration<\/li>\n<li>Perception<\/li>\n<li>Usage<\/li>\n<li>Ad evaluation<\/li>\n<\/ul>\n<\/li>\n<li>Use online diary\n<ul>\n<li>User comments\n<ul>\n<li>How likely are you to chose this brand next time?<\/li>\n<li>On a scale of 1 &#8211; 5, how did it make you feel?<\/li>\n<\/ul>\n<\/li>\n<li>Photos<\/li>\n<li>Videos<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<h3>Other uses for Real-time experience tracking<\/h3>\n<ul>\n<li>Can &#8220;Watch&#8221; how customers are interacting with products in eal time.<\/li>\n<li>Provides the answers to how integrated marketing is or isn&#8217;t working<\/li>\n<li>Overcomes customer memory problems because it&#8217;s real time<\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n<h1>40. How to Profit from the Power of the Platform<\/h1>\n<p><a href=\"https:\/\/www.udemy.com\/course\/how-to-profit-from-your-customers\/learn\/lecture\/740348#overview\" target=\"_blank\" rel=\"noopener\">https:\/\/www.udemy.com\/course\/how-to-profit-from-your-customers\/learn\/lecture\/740348#overview<\/a><\/p>\n<ul>\n<li>The platform is a new form of service<\/li>\n<li>By listening, you let your customers bring innovation to you<\/li>\n<li>Shift responsibility to the front line (whatever that&#8217;s supposed to mean)<\/li>\n<li>Balance big data with a human connection<\/li>\n<\/ul>\n<h3>Maximize the lifetime value of every customer with The Power of Platform<\/h3>\n<p>&#8220;Consumers are statistics, customers are people&#8221;<\/p>\n<p>&#8211; Stanley Marcus<\/p>\n<p>Engage your customers on the Platform and they will look at you a completely different way.<\/p>\n<p>&nbsp;<\/p>\n<h1>41. Case study &#8211; Dell<\/h1>\n<p><a href=\"https:\/\/www.udemy.com\/course\/how-to-profit-from-your-customers\/learn\/lecture\/740344#overview\" target=\"_blank\" rel=\"noopener\">https:\/\/www.udemy.com\/course\/how-to-profit-from-your-customers\/learn\/lecture\/740344#overview<\/a><\/p>\n<ul>\n<li>Track who is talking about them and how many followers they have. (Radient 6)<\/li>\n<li>Can follow specific conversations\n<ul>\n<li>Can also respond<\/li>\n<\/ul>\n<\/li>\n<li>Can resolve support issues via twitter<\/li>\n<li>Watching where conversations start world wide map\n<ul>\n<li>World heat map<\/li>\n<\/ul>\n<\/li>\n<li>Success metrics<\/li>\n<\/ul>\n","protected":false},"excerpt":{"rendered":"<p>&lt; 7 The Power of Yes | Home | 9 The Power of Rebellion &gt; 37. Your Fawlty Fiasco https:\/\/www.udemy.com\/course\/how-to-profit-from-your-customers\/learn\/lecture\/740332#overview Someone can crucify your business in a flash. 1 bad experience can lead to 400 missed opportunities 12 * 6 * 3 Think his math is wrong&#8230; While smartphones can be used for good, they ..<\/p>\n<div class=\"clear-fix\"><\/div>\n<p><a href=\"https:\/\/wiki.thomasandsofia.com\/?p=3002\" title=\"read more...\">Read more<\/a><\/p>\n","protected":false},"author":1,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[57],"tags":[],"class_list":["post-3002","post","type-post","status-publish","format-standard","hentry","category-customer-success"],"_links":{"self":[{"href":"https:\/\/wiki.thomasandsofia.com\/index.php?rest_route=\/wp\/v2\/posts\/3002","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/wiki.thomasandsofia.com\/index.php?rest_route=\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/wiki.thomasandsofia.com\/index.php?rest_route=\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/wiki.thomasandsofia.com\/index.php?rest_route=\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/wiki.thomasandsofia.com\/index.php?rest_route=%2Fwp%2Fv2%2Fcomments&post=3002"}],"version-history":[{"count":3,"href":"https:\/\/wiki.thomasandsofia.com\/index.php?rest_route=\/wp\/v2\/posts\/3002\/revisions"}],"predecessor-version":[{"id":3010,"href":"https:\/\/wiki.thomasandsofia.com\/index.php?rest_route=\/wp\/v2\/posts\/3002\/revisions\/3010"}],"wp:attachment":[{"href":"https:\/\/wiki.thomasandsofia.com\/index.php?rest_route=%2Fwp%2Fv2%2Fmedia&parent=3002"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/wiki.thomasandsofia.com\/index.php?rest_route=%2Fwp%2Fv2%2Fcategories&post=3002"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/wiki.thomasandsofia.com\/index.php?rest_route=%2Fwp%2Fv2%2Ftags&post=3002"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}