Retailer Creates Highly Profitable Friends – A consumer products retail company with presence in 3 continents is currently reviewing their customer contact strategy, As well as a focus on utilizing more video in their communications with a strong focus on mobile devices they are also heavily engaged in understanding how they can use social media to build and extend their customer community. In their initial trials they have built Facebook pages for a couple of individual stores and had their employees in those stores invite a few select friends and customers to their page. They also placed posters about their Facebook page in the store in order to encourage Friends. Within weeks they have over 500 “friends” and have also associated them as Followers on their Twitter page. They have used this community to discuss store design, to advertise special events and are currently updating their customer accounts so they know which of their frequent shoppers also follow them in social media for corporate marketing campaigns. The marketing group believes that members of their connected community will be 3 or 4 times as valuable over a lifetime than unconnected customers and are working on identifying the best coupon program (focus is on Facebook Deals) and an outbound contact center campaign to reach out to these individuals by email and IVR with clickthrough chat and voice call options to solicit their feedback on specific product designs early in the development cycle. One special area of focus is a multi-store group focused on giving feedback on customer service based on the “rants” they had posted online and are now working to help redesign their IVR and callflows to provide much better customer satisfaction levels.
High Net Worth Financial Services Division Explores 401k Transfer Option Functionality Applied To Global Tax Minimization Investing – A high net worth multi-line financial service provider had heard about Cisco’s case study with Fidelity Systems whereby Fidelity is utilizing SocialMiner to identify people who have changed their job status on LinkedIn and other locations. When they see a job change they know that person has a high likelihood of requiring a 401k rollover (private retirement accounts in the UK). Our client is exploring how they can take their existing portfolio of online customers who have registered with them on their website over the past 10 years and bring those individuals into a private social network where they can have their global investment for minimizing tax exposure advisors run discussion forums with those clients. They have built online video conferencing into that web presence and also click to talk to take a community member directly to a service agent if they need a conversation. Initial trial maps have shown a 500% ROI projection.
Travel & Hospitality Reservations Encourages Local Facility Video Exchange & Community Development – A global travel and hospitality company is exploring how to build communities around video exchange. They have identified a segment of their customers who are very eager to share their travel and vacation experiences. They are constructing and encouraging video and photo exchange sites at the individual resort and hotel level (and use of YouTube) to share videos of family vacations and other trips. They will then have their local community members vote on the videos and every month a winner will get free nights at any of their hotels and a quarterly and annual winner will get a free all expenses paid vacation. The local winners are also promoted to a regional and national competition. Their members are also free to refer others into the connected community to earn additional awards and they are currently exploring the use of location based services such as Foursquare to add even more value.
Health Services Provider Researches Impact of Connected Patient Network – with a significant focus on efficacy and cost of care in the global healthcare industry and a massive expansion in the ranks of older and retired people in the next few years health services providers are looking at ways to do more with less and ensure their best clients have a very close relationship with them. With a strong focus on wellness and cost of care this healthcare services provider is building online connected communities around various demographics (age, illness etc) and using those networks to explore better care options and to solicit opinions on the quality of their care and even satisfaction feedback on individual healthcare professionals. One area of interest is the belief that the quality of recovery is greatly hindered by loneliness and isolation especially in eldercare situations where the patient has returned to an isolated home care situation. Providing collaboration tools to community members where they can securely locate and videoconference and chat with others with similar problems will help speed recovery and actually have an impact by reducing cost of care.
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