[skevox nz limited] real time business

Real-Time business : 

Real-Time business Skevox NZ Limited

Who are we? : 

Who are we? Contact centre specialists consulting and advice

Real time - Social media : 

Real time - Social media Social media are tools, real-time is a mindset. David Meerman Scott – Real-Time Marketing & PR

Real time business : 

Real time business The rise of social media Australia and New Zealand Mobile broadband The social customer Business entering real time channels

What happens in 9 Months… : 

What happens in 9 Months…

Real time revolution : 

Real time revolution

The Blogs… : 

The Blogs… Friday December 3, 2010 Total identified blogs: 151 MillionNew blogs in last 24 hours: 60 thousandBlog posts indexed in last 24 hours: 1 Million Blogpost

Wikipedia started in 2001 : 

Wikipedia started in 2001 Today Wikipedia has nearly 3.5 Million articles With only 22% in English It is more accurate than Encyclopaedia Britannica

Real time business : 

Real time business The rise of social media Australia and New Zealand Mobile broadband The social customer Business entering real time channels

What about Australia & New Zealand? : 

What about Australia & New Zealand? Over 6 Hours per week …on Facebook, and YouTube

And New Zealand? : 

And New Zealand? Google Trends

Real time business : 

Real time business The rise of social media Australia and New Zealand Mobile broadband The social customer Business entering real time channels

Mobile broadband video and TV : 

Mobile broadband video and TV

The digital media revolution… : 

The digital media revolution…

Real time business : 

Real time business The rise of social media Australia and New Zealand Mobile broadband The social customer Business entering real time channels

Word of mouth : 

Word of mouth Real-time customer conversations have spilled over and flooded what has consistently been the most powerful marketing medium in history: word-of-mouth

The social customer : 

The social customer Customers have moved to real-time channels (SMS, Social Media) Businesses no longer control the customer conversation Customers choose how to engage Businesses must first be granted permission to engage with the customer in Social Channels

A matter of trust : 

A matter of trust Today customers now place their trust in “a person like me”, NOT an industry expert, academician or financial advisor as was the case in the past. 2009 Edelman Trust Barometer (58%), most trusted

Anywhere, anytime… as long as its now : 

Anywhere, anytime… as long as its now

Habits have changed : 

Habits have changed

Customers expect service …online : 

Customers expect service …online

The new socially connected customer : 

The new socially connected customer Source Yankee Group 2010 Mobile connected: 33-37% create content, check social sites several times a day on mobile, and actively re-tweet and ask questions of the social group 50% check social sites several times a day Under 29 year olds are 3 times more likely to be actively re-tweeting an blogging The Younger Generation behaves differently

Social media influencers : 

Social media influencers Source Michael Wu, Lithium 2010

Real time business : 

Real time business The rise of social media Australia and New Zealand Mobile broadband The social customer Business entering real timechannels

Social media at work : 

Social media at work Source Yankee Group 2010

Customer service key to social media Success : 

Source Yankee Group 2010 Customer service key to social media Success

Differentiation in Customer Service : 

Differentiation in Customer Service Your customers/clients have already moved Social media Early warning monitoring (Dave Carol, Kevin Smith, Slater, United Airlines broke my guitar, Tiger Woods) Assess need/fit, Listen, Prioritise, Engage, Integrate Video is huge… and exponentially growing Fibre to the door (e.g. RBI) Mobile broadband

Voice of the customer : 

Voice of the customer Over 90% of organizations fail to get back to the customer after a customer service survey. Failure to act on the customer's voice defeats the point of listening. The survey is attempting to find customer opinion The customer opinion is already out there, influencing peers

Key metrics : 

Key metrics Assess the need and fit for your organisation Monitor Sentiment… and: Conversation share (Total mentions/Overall industry mentions) Net Promoter Score (NPS)(Positive mentions + neutral mentions) – negative mentions/ Overall mentions Social Influence Marketing Score (SIM) NPS x conversation share x 1,000

Key metrics : 

Key metrics

The future is now… : 

The future is now… Are you ready? Are you listening?

The future is now… : 

The future is now… Consulting and advice Social CRM, strategy and roadmaps Outbound pre-emptive and proactive notification Hosted contact centre (cloud) SIP and call progress analysis