SOCIAL SUPPORT AND TOTAL COMMUNITY

Argyle Customer Care Leadership ForumMarch 2015@lithiumtech @cothrel

WHO WE ARE

interact on social networks

build customer communities

understand digital customers better

our software and services help companies:

SOCIAL CUSTOMER EXPERIENCE

why social support?1

THE CHALLENGE

Buyers are forever changed. Brands compete with a new kind of ‘great’

experience.

ExtremeExpectations

WHAT THIS MEANS

expect a response from brands to Tweet

73%

expect a response within an hour

72% feel more negative when not responded to in timely manner

40%

of complaints go unanswered*70%

*Maritz Research

Customers have Extreme Expectations

Unresponsiveness Poses Risk to Revenue & Reputation

What are companies doing?2

25million unique visits

32millionaccepted

solutionviews

Idea Management

Resolutions in the community are

20x’s

less expensive

vs. assisted channels

93%answer rate in the community

calls are

1 min, 48 sec shorter on average following a visit to the community

With the help of Lithium, we are building a program where we go beyond providing service to our customers via traditional contact methods.  With the introduction of our Help Forum, Facebook and Twitter channels we are now enabling an all-round social customer experience.

Stephen Marshall Community Operations Manager, Sky

29% of

surveyed community members say they no longer need to call for help CSAT

87%

customer retention improved by

25%

$10M

along with other customer experience initiatives, Barclaycard Ring contributed to

decreased customer complaints by50%

in annual benefit

Barclaycard Ring’s innovative levels of simplicity, transparency, and service are impacting the way we do business…we believe this is the way all companies will engage with customers in the future.

Paul WilmoreGeneral Manager Consumer Markets, Barclaycard

how do you get there?3

12LITHIUM CONFIDENTIAL

Socially-Infused Website

how brands transform their approach to managing the social customer experience

stage 1foundational

stage 3operationalizing

stage 4extending

stage 5transforming

stage 2experimental

listen to understand the social opportunity

engage on existing social networks

operationalize the conversation

extend the business value to drive business impact

realize world class performance

holistic enterprise social

social media monitoring

branded community

facebook & twitter integrations

enterprise social solutions

build a listening engine build a content engine build a conversation engine build an experience engine build an innovation engine

listen-to-target, focus efforts on improving acquisition of new

customers

listen-to-engage, invest in social channels, activate current & new

customers

listen, incorporate feedback, modify experience, invest on-domain, improve

internal operations

listen, incorporate feedback, design for the customer, enlist external

participants to create brand value

listen, design for the customer, empower customers as trusted

content and business co-creators

THREE KEY PRODUCTS

Lithium Confidential

SOCIAL CHANNEL RESPONSE BRANDED COMMUNITIES ANALYTICS & KLOUT

Connect Engage Understand

Thanks!@cothrel