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5 Ways to Win with Digital Customer Experience
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VP Worldwide Customer Services MicroStrategy Joe Cothrel
OUR GUESTS TODAY Jaime Perez VP Worldwide Customer Services MicroStrategy Joe Cothrel Chief Community Officer Lithium Technologies
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users identified and profiled
Lithium by the numbers 100M monthly users 30M verified answers 700 users identified and profiled Million customers 36 languages our platform powers some of the world’s best digital customer experiences
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89% of companies will mostly compete on customer experience
Source: Gartner, 2015 89%
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customers are creating
their own experience it’s digital it’s social
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47 45 57 71 Total Community 74 ? ? 81 73 62 ? ? ? ? One digital conversation, on your website and everywhere across the web 66 53 60 51
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Understand your customer
Expand the front line Understand your customer Integrate and extend Five pillars of total community Activate the crowd Execute for outcomes
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One digital CONVERSATION
Consistent customer engagement on website + social channels Capture valuable customer content and use it to shape the experience
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ACTIVATE THE CROWD Define their mission Motivate the right behaviors Reward their participation Share the best content
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UNDERSTAND YOUR CUSTOMER
Prioritize engagement based on reputation Identify interest areas with integrated profiles Raise customer understanding across organization
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EXPAND THE FRONT LINE Scale response by tapping the broader organization Escalate difficult issues to experts Expand service hours via Mobile Agents
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Integrate and extend Break community out of a tab Plug customer engagement in everywhere—CRM, Mobile, your own application Tie into 3rd party communities & additional social networks Leverage Lithium SDK & CRM Connectors
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EXECUTE FOR OUTCOMES Demonstrate empirical business results Deploy value analytics Benchmark your performance Revisit your strategy
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Understand your customer
Expand the front line Understand your customer Integrate and extend Total Community Activate the crowd Execute for outcomes
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