Social Media im Kundenservice - Beitrag in der Marketing Review St. Gallen
Social Maturity Model by @lithiumtech
1. the social business roadmap
stage 5
fully engaged
stage 4
real results
customers are part of the
stage 3 extended workforce of the
stage 2 operational company
stage 1
experimental customer lifecycle integration
traditional
business system integration social is infused across
brand community the entire customer
central data and analytics
facebook page experience
social hub
listening twitter response center
gamification systems
corporate blogs
measurement
share of voice followers customer engagement revenue uplift competitive differentiation
customer sentiment fans organic traffic call deflection share price
press mentions likes word of mouth customer loyalty
confidential
net promoter score
Notas do Editor
Stage 3: first time we see executive sponsors get involvedBut find that it is not scalable to try to deal with all of the customers 1-on-1