Influence of Social Consumer

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INFLUENCE OF
THE SOCIAL CUSTOMER

Market Analyst™
www.marketanalyst.net

© 2014 Market Analyst, LLC. All rights reserved

© 2014 Market Analyst, LLC. All rights reserved

DAWN OF THE DIGITAL AGE

© 2014 Market Analyst, LLC. All rights reserved

The explosion of social media has forced the
evolution of customer service. With it came
the rise of a new customer – one who can
topple even the strongest of brands .

The new found customer is known as

THE SOCIAL CUSTOMER
© 2014 Market Analyst, LLC. All rights reserved

THE SOCIAL CUSTOMER

© 2014 Market Analyst, LLC. All rights reserved

LISTEN TO THE
SOCIAL CUSTOMER,
EVALUATE &
DETERMINE IF YOU
CAN ADD VALUE.

© 2014 Market Analyst, LLC. All rights reserved

© 2014 Market Analyst, LLC. All rights
reserved

EXPECTATIONS ARE HIGH
In today’s age of
constant connectivity
and instant solutions,
social customers
demand and expect
immediate assistance at
any hour of the day.

© 2014 Market Analyst, LLC. All rights reserved

Social media provides an
instant connection.

© 2014 Market Analyst, LLC. All rights reserved

WHEN RESPONDING TO A SOCIAL
CUSTOMER, ORGANIZATIONS SHOULD:
•
•
•
•
•

STRIVE FOR FASTER RESPONSE TIME
BE PROACTIVE, NOT DEFENSIVE
SUGGEST A SOLUTION TO THE PROBLEM
BE HUMAN, APPLY HUMOR
THANK THE CUSTOMER, GET FEEDBACK

© 2014 Market Analyst, LLC. All rights reserved

Contact
Market Analyst
for all your
Market Research needs

© 2014 Market Analyst, LLC. All rights reserved

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Influence of Social Consumer

1. INFLUENCE OF THE SOCIAL CUSTOMER Market Analyst™ www.marketanalyst.net © 2014 Market Analyst, LLC. All rights reserved

2. © 2014 Market Analyst, LLC. All rights reserved

3. DAWN OF THE DIGITAL AGE © 2014 Market Analyst, LLC. All rights reserved

4. The explosion of social media has forced the evolution of customer service. With it came the rise of a new customer – one who can topple even the strongest of brands . The new found customer is known as THE SOCIAL CUSTOMER © 2014 Market Analyst, LLC. All rights reserved

5. THE SOCIAL CUSTOMER © 2014 Market Analyst, LLC. All rights reserved

6. PROFILE OF THE SOCIAL CUSTOMER © 2014 Market Analyst, LLC. All rights reserved

7. SOCIAL CUSTOMER & BRAND EXPERIENCE © 2014 Market Analyst, LLC. All rights reserved

8. LISTEN TO THE SOCIAL CUSTOMER, EVALUATE & DETERMINE IF YOU CAN ADD VALUE. © 2014 Market Analyst, LLC. All rights reserved

9. © 2014 Market Analyst, LLC. All rights reserved

10. EXPECTATIONS ARE HIGH In today’s age of constant connectivity and instant solutions, social customers demand and expect immediate assistance at any hour of the day. © 2014 Market Analyst, LLC. All rights reserved

11. Social media provides an instant connection. © 2014 Market Analyst, LLC. All rights reserved

12. WHEN RESPONDING TO A SOCIAL CUSTOMER, ORGANIZATIONS SHOULD: • • • • • STRIVE FOR FASTER RESPONSE TIME BE PROACTIVE, NOT DEFENSIVE SUGGEST A SOLUTION TO THE PROBLEM BE HUMAN, APPLY HUMOR THANK THE CUSTOMER, GET FEEDBACK © 2014 Market Analyst, LLC. All rights reserved

13. Contact Market Analyst for all your Market Research needs © 2014 Market Analyst, LLC. All rights reserved