American Airlines Opens Up Lounge to High Klout Scorers | Digital. Have a lot of Twitter followers? American Airlines thinks you're worthy of its posh 'Admirals Club' -- free of charge. Klout, a social-influence measurement tool, introduced a "perk" today that's bound to intrigue frequent flyers, or else make them squeamish. The company, which offers deals to those with high "Klout scores," is offering those with a 55 or above to qualify for a one-day pass to American Airlines' Admirals Club in 40 different airports -- regardless of whether they're booked on one of the carrier's flights. Admission includes first-class benefits like free Wi-Fi and beer.
A Klout score of 55 (out of 100) gets you into the Admirals Club. The partnership is the latest attempt by marketers to shower attention on consumers big footprints in social media, in hopes to earn mentions in their news feeds. The Palms Hotel and Casino in Las Vegas introduced the "Klout Klub" in 2010 to offer special amenities to people with high rankings on the service. FIDELISATION. Just 11% of people expect to receive customer service via social media. An inevitable consequence of the push to achieve sales through multiple channels is that businesses must also be prepared to deliver multichannel customer service. Poor levels of service can ruin the overall shopping experience and mean that the customer is lost forever, so online, in-store, mobile and all other channels must work together to deliver an excellent overall customer experience.
New research from eDigitalResearch examined how consumers prefer to contact companies and then compared the various response times and satisfaction levels. The survey asked more than 2,000 UK respondents how they expect to be able to contact a business - 92% selected email, followed by telephone (71%) and by post (45%). Fewer than one in four (22%) said live online chat and just 11% said social media. If you were going to get in touch with a company, by what means would you expect to be able to contact them? Please tick all that apply vs. Generating Leads on Twitter Just Got Easier: Get Started With Lead Gen Cards. A few months ago, we told you that Twitter was testing out Lead Generation Cards.
The bad news was that it wasn't rolled out to everyone ... until now! Yesterday, Twitter opened up its Lead Generation Cards to everyone. You get a Twitter Lead Generation Card! And YOU get a Twitter Lead Generation Card! Leads for everybody! We wrote about the news in great detail back in May, but let's go over it again real quick for those who missed it the first time. What Are Twitter Lead Generation Cards? Well first, what are Twitter Cards? The Lead Generation Card is a way to use Twitter Cards to generate leads directly within a tweet. Why Is This Cool? Well, because it makes generating leads on Twitter easier. Its offer? How Do You Set Up Twitter Lead Generation Cards? If you'd like an in-depth, step-by-step tutorial, we've already written one out for you -- you can access it here.
Then you're done! Are you excited for Twitter Lead Generation Cards? Image credit: Rosaura Ochoa. Banking on Social Listening: 10 Steps to a Successful Social Strategy for Financial Services (ebook) Are you ready to start investing in social media? Are the challenges of compliance and regulations holding you back? Don’t get left behind. Your customers and community are already talking about you, their experiences with your brand, your competitors and the overall financial industry – and social media has provided them with a megaphone to share their voice. Don’t miss out on the opportunity to integrate social into customer service, marketing, crisis and reputation management and sales and HR initiatives. In this ebook we will help you develop an effective social listening strategy. 1. 2. 3. 4. 5. 6. 7. 8. 9. 10. Comment fidéliser sur Facebook ? Preuve des effets sociaux sur la fidélisation clients.
Les chercheurs reconnaissent le rôle de linteraction sociale dans ladoption de nouveaux produits ou services : un bouche-à-oreille positif peut réduire le risque et lincertitude associés à l’achat des nouveaux produits. Mais peuvent-ils influencer négativement les comportements ? Si des liens sociaux peuvent amener une personne à adopter un produit ou service, peuvent-ils également entraîner une personne à abandonner un produit ou service? La défection dun client augmente de 80 % le risque de défection des amis de son réseau social. Jusqu’ici, il a été difficile détudier cette question en raison du manque des données nécessaires pour le faire, mais un groupe de chercheurs a utilisé des bases de données des télécommunications pour explorer le comportement du réseau social. Hypothèses Les chercheurs émettent lhypothèse que : Résultats Comme prévu, Cet accroissement du risque négatif du bouche à oreille confirme de manière scientifique le rôle des effets sociaux de fidélisation de la clientèle.
Managing social media as a customer service channel. Home » industry research, Infographic, Social Media News When customers experience a problem with a product, 57% will turn to the internet for help. Of this group, 91% cite online knowledge bases as their first port of call. Then comes social media. Thanks to the increasing presence of brands and organizations, the platform has rapidly evolved from a digital space where users connect with friends and family, to a complaints channel where users expect quick responses and on-demand assistance. As the infographic below shows, 37% of consumers are now more inclined to ask for customer service via social media, rather than over the phone, and 80% of Twitter users expect a response within 24 hours. This demand will only increase, and many brands struggle to keep up, with 40% citing ‘complexity’ as the greatest barrier to multi-channel customer service. So what’s to be done? BNP Paribas Fortis Increases Brand Visibility by 5000%
Check out our new interview on social listening strategy with BNP Paribas Fortis’ social media team. The Challenge In 2011, BNP Paribas Fortis became active in social media, but the popular European bank wanted to develop stronger relationships with their customers, and reach out and engage with their global audience in a more personal and direct way. BNP Paribas Fortis also wanted to increase brand visibility and keep their finger on the pulse of their online reputation, but with so many online conversations happening in two languages – French and Dutch, the bank needed a solution with vast language capabilities. The bank chose Synthesio, the leader in global social media monitoring, to help them achieve their social media goals. The Solution BNP Paribas Fortis began their social listening journey by developing a services team to use Synthesio for analyzing all social media conversations related to their brand in French and Dutch. The Results.
Companies Use Social to Track and Follow Up on Brand Mentions. B2B companies lag behind their B2C counterparts when it comes to using social media to track what customers are saying about their brands and following up on that feedback. In January 2012, customer experience management software company Satmetrix surveyed over 1,000 B2B and B2C companies worldwide and found that more than half of B2C companies (53%) both tracked mentions and followed up on them, while an additional 25% only tracked and 4% only followed up. This is compared to only 27% of B2B companies that both tracked mentions and followed up on them. Almost half of B2B companies (47%) did not track or follow up on brand mentions on social media. Of those companies that have a system in place for tracking and following up, Satmetrix found that the most popular process companies used was having a dedicated team that monitored and responded to customer feedback.
Corporate subscribers have access to all eMarketer analyst reports, articles, data and more. Consumers go to Social Media for Customer Support. Tour du monde de la Relation client 2012 : mon compte rendu. Le Tour du Monde de la relation client est un événement créé par Ubifrance et le Sens du client ; il s'est tenu au mois de septembre dernier. Cet atelier d'information d'une journée réunissait 40 intervenants de 20 pays différents dont la plupart en visioconférence, en direct depuis le grand amphithéâtre d'Ubifrance à Paris.
Cécile Delettre (en photo ci-dessus), en charge des événements spéciaux d'Ubifrance, en était la présentatrice avec moi (lire nos interviews sur le Hub de La Poste). Placée également sous le signe du networking, cette manifestation était officiellement ouverte par Henri Baissas, DGA d'Ubifrance qui invitait les participants à échanger leurs cartes de visites dès le début de la manifestation, une excellente introduction à laquelle l'audience s'est prêtée.. Je vous propose de revenir sur cet événement très riche au travers de quelques exemples venus du monde entier, présentés sous forme de grands thèmes.
Consommation : Une norme pour vérifier la qualité des avis sur Internet. L'Afnor va élaborer un texte visant à renforcer la fiabilité des commentaires déposés par les internautes sur les sites marchands. Qu'ils soient élogieux ou très mauvais, quel crédit apporter aux avis laissés sur les sites marchands par des internautes ? C'est pour tenter de mettre un peu d'ordre dans la multitude d'informations que peuvent trouver les consommateurs, et mieux déterminer qui écrit quoi, que l'Afnor (Association française de normalisation) travaille sur une nouvelle norme.
Selon Le Parisien -Aujourd'hui en France, l'organisme a été saisi par Testntrust. Le comparateur en ligne a récemment fait réaliser une enquête aux résultats édifiants : un quart des internautes lisent les commentaires sur les sites marchands, 90% d'entre eux les jugent utiles, mais 75% pensent aussi que certains avis sont faux, rédigés par les salariés du site ou des entreprises qui fournissent les produits proposés.
Consensus L'Afnor affirme qu'elle n'est qu'au tout début du processus. SOCIAL CRM. Profiling comportemental des internautes : les 4 populations types par IBM. Dans son dernier rapport, Beyond Digital (PDF), IBM a recensé 4 personnalités numériques différentes d’internautes consommateurs. Il s’agit selon IBM, d’aller au-delà des limites actuelles des segmentations et autres classifications par âge, classe sociale, etc. Les nouveaux comportements des internautes consommateurs de médias évoluent, intégrant par exemple la consommation en ligne, la consommation passive (distraite) et la consommation sur demande. Pour IBM, l’enjeu est de renouveler l’expérience utilisateur et ce en identifiant les populations capables de fédérer et développer les nouveaux modes de consommation médias.
Les 4 profils proposés par IBM se rapprochent beaucoup de ceux utilisés par Klout pour positionner les internautes selon leur influence : Articles similaires: Magic Quadrant for Web Content Management. Social CRM. On Social, Brands Use Rewards, Customer Service to Foster Loyalty. The ability to combine traditional loyalty programs with social media holds great promise for retailers and brands trying to strengthen retention, says a new report by eMarketer.
But there are several key steps retailers must take in order to be successful—or they’ll risk simply becoming another forgotten “like.” The new report, “Social Loyalty: From Rewards to a Rewarding Customer Experience,” analyzes findings from dozens of third-party research providers and interviews with industry executives, outlining several best practices for marketers looking to improve customer loyalty. Why? Because many traditional loyalty programs are not highly effective, eMarketer notes. While loyalty programs have been popular in the US for years—with the average American consumer belonging to 18 loyalty programs according to loyalty marketing publisher COLLOQUY—whether these members are active is another story. “Points, coupons and freebies are great for grabbing initial attention,” eMarketer says. Comment Sony a mis sa communauté de fans au travail.
Qui ? Nico Henderijckx, European Forum & Communities Manager de Sony Europe. Quoi ? Une présentation sur le lancement et le déploiement du forum et de la communauté Sony Europe, dans le cadre de la conférence The Social Customer organisée par Our Social Time. Comment ? Le keynote de Nico Henderijckx s'intitule "How to help fans help you", mais il aurait mérité d'être renommé "comment faire travailler vos fans pour vous à l'oeil" : en un an, Sony Electronics a réussi à convertir ses fans européens en opérateurs SAV, qui répondent à la place de la marque sur les forums officiels de l'entreprise. "Dès l'arrivée sur le site, on dit clairement au visiteur que Sony ne va pas répondre à leurs questions, mais qu'il s'agit d'utilisateurs comme eux.
" Pour accompagner cette communauté de fans et leur donner des outils pour répondre aux questions, Sony a mis en place un ambitieux programme de formation pour ses utilisateurs les plus actifs (65 actuellement). Benoit Zante. Secrets of Successful Social Media Engagement. Social Media has changed the traditional notion of how brands connect, engage and evolve relationships with prospects and customers… but are brands connecting with their community in the right way? “Six out of ten Britons & Americans do not want to engage with brands through social media, leading to companies creating mountains of digital waste.” Source: TNS Digital Life study (surveyed 72,000 consumers across 60 countries), November 2011 Furthermore the active audience primarily engaged when a promotion or special offer is involved, thus questioning the true integrity of the relationship.
Putting Tactics Before Strategy Poor engagement leads to the creation of “Mountains of Digital Waste”, caused by the accumulation of thousands of brands rushing online to speak with customers “quickly” and “cheaply”, without considering who they want to talk to, and why. Their efforts are not carefully planned and considered. Importance of Successful Engagement Case Study: Cass Business School 1. Avec Radian6, Salesforce.com lance un cloud marketing siphonnant les médias sociaux. Captures d'écran de l'outil Radian6 Social Hub de SFDC Avec Radian6 Social Marketing Cloud, Salesforce.com affine son offre d'analyse en temps réel des informations collectées sur les réseaux sociaux. Salesforce.com a déployé son offre cloud exploitant les médias sociaux, Radian6 Social Marketing Cloud, une série de services qui s'appuie sur son logiciel CRM de gestion de la relation client.
L'offre s'articule autour de technologies acquises cette année par Salesforce.com avec le rachat de Radian6. Celles-ci permettent aux entreprises de suivre ce que les consommateurs pensent de leurs marques et de leurs produits sur les réseaux sociaux. Selon le communiqué publié par Salesforce.com, la plateforme Radian6 est capable d'extraire les données sociales de 150 millions de sources différentes, et ce dans 17 langues, y compris le Polonais et le Turc. Un convoyeur de leads pour les entreprises Une offre toujours modulaire Les éléments du cloud de marketing relationnel sont vendus séparément. Jeremiah Owyang’s 5 steps to escaping the “social media help desk” – The Bazaarvoice Social Commerce Blog.