CvH Digital Transformation
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Transcript of CvH Digital Transformation
Understanding the shifting customer journey to deliver Social ROI.
Digital Transformation and Social ROI
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Today’s Agenda • Digital Transformation and Social ROI • Future Social: 10 trends shaping the evolution of social media
marketing • Debunking the Myths of Social Customer Service • Advocacy & the Bottom Line • Social Media ROI: Effectively Aligning Your Social Media Team • Closing keynote & what we learned
Areas of Digital Transformation
Awareness Evaluation Acquisition Engagement Advocacy
C-Suite Marketing Selling Employee Advocacy
Customer Service
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C-Suite Social
Sets a vision for digital
transformation
Connect to the voice of the customer
Industry thought leadership
Develop personal brand
Increase brand awareness
Actionable campaign insights
Build an engaged community
Compliance and risk mitigation
Social Marketing
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Improve customer satisfaction
Integrate with help desk and
CRM
Proactively identify issues or opportunities
Accelerate response times
Social Customer Service
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Social Selling
Used by sales reps, agents,
partners
Professional online profiles
Build long-term customer
relationships
Discover new leads and buying
signals
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Employee Advocacy
Extend reach through
employees
Enhance trust via referral networks
Consistent company
messaging
Higher employee engagement
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Proving KPIs and ROI
Strategy & Timeline - Unified strategy
- Phased rollouts to teams
Training & Enablement
- To ensure adoption
Tools / Software - Analytics
- Social listening - Amplification - Security & compliance - Social ROI calculator
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