1. Online Communities For Customer Service © 2010 Alexander Nikolov, CMO, NINETYTEN

2. Positive customer experiences create loyal customers Loyal customers create brand equity Brand equity creates growth, revenueand profit Customer experiences create your brand One network. Yours.SM

3. Customers want many social media service options: Online chat Forum to connect with other customers Instant feedback Mobile customer service (apps, etc) How does social media fit here? One network. Yours.SM

4. Customers use Twitter to vent Businesses are forced to pay attention Responses are warranted and necessary 70% of customers would like Twitter to be an official customer service channel Use Twitter! What should you do? One network. Yours.SM

5. Incomplete problem diagnosis Contradictory answers Having to repeat information Number of transfers to “experts” Agent attitude Lack of toll-free number Long hold times Please hold, your call is important… One network. Yours.SM

6. Bank of America Intel Lenovo Verizon Vodafone Sprint Palm The answers are in the community One network. Yours.SM

7. Reduction in agent-assisted interactions; Reduction in agent-assisted email; Increase in first-contact resolution; Increase in agent productivity; Increase in product ideation; Boost in relevant Web-site content and reduced search-engine optimization costs; and Improved customer retention and customer lifetime value. "The ROI of Online Customer Service Communities”, Forrester, June 2009 The 7 Benefits of Online Customer Service Communities One network. Yours.SM

8. Alexander Nikolov alex@ninetyten.com @NINETYTEN Thank you. One network. Yours.SM