community webinar presentation v2

Communities for Engagement, Insights and Impact

www.enterprisedevelop.com

The engine which transforms our

world every day…

Computing power doubles every 18 months - Gordon Moore

Digital =

Exponential

www.enterprisedevelop.com

Curt CarlsonCEO, SRI International

“In exponential times, if you improve your performance

incrementallyyou fall behindexponentially”

Signals of the future

“Out-of-business curve”

Source: Cisco Internet Business Solutions Group

… connects the unconnectedSource: Cisco Internet Business Solutions Group

Every business is being disrupted…

… and many have to deliver performance in several life cycles at once

Customer Value

The engaged human

Always on – always connected

13

Passive/ Reflective

Passive/ Reflective

Playful/ Interactive

Passive/ Reflective

Creative/ Impactful

Playful/ Interactive

Passive/ Reflective

Creative/ Impactful

Sharing/ Connected

Playful/ Interactive

Passive/ Reflective

Creative/ Impactful

Sharing/ Connected

Playful/ Interactive

• Passive/reflective• Playful/interactive• Creative/

expressive• Sharing/connected…all now experienced with digital media on many platforms

Same 4 basic dimensions of human experience:

ANDIEnabled:

cool interactive

experiences

DJEmpowered:

easy to use tools and platforms for self-

expression

SYNDIConnected:platforms for

connecting and exchange

Different dimensions require distinctly different value propositions and innovations… for delivering experiences that are relevant to a particular type of audience

ANAEnriched:high quality

products and services

“If you find yourself in a market transaction and don’t know for sure that you are the wolf, then, sadly,

you are the sheep.”

Andre Perold

"In the new world, it's not the big fish which eats the small fish, it's the fast fish which eats the slow fish"

Klaus SchwabFounder and Executive Chairman - World Economic Forum

Robots are cool but humans are better. Simply no way to replace how awesome and real human interaction feels and satisfies our natural instincts. Yes you can automate everything but people connect when they have a real person with a name and personality to engaging with them. It is proven if you do not talk to someone it changes your behavior. It is important to make customer insights apart of the customer journey. This prevents your customer from hitting a dead end and you experiencing a decline in profit and revenue.

● Shift the customer to the center● Join the conversation● Let customers feel the love● Monitor customer trends

Robots are not buyers’!

Shift Your Customers to the Center

Join the conversation

Monitor customer

Organic Engagement is Not Forced

We know when it is real and we know when it is FAKE! Encourage your customers with real engagement and interactions.

“Consumer electronics shoppers who are fully engaged spend 29% more per shopping trip than actively disengaged customers.” - Gallup● Authentic community

● Make an emotional connection● Make them proud to be a customer● Engagement not Satisfaction

Organic Engagement

“Consumer electronics shoppers who are fully engaged spend 29% more per shopping trip than actively disengaged customers.”

- Gallup

Keep Your Communities Authentic

Make Emotional Connection

Proud to be a

customer

Engagement Results in Satisfaction

=

● Connect them to you● Connect them to each other● Use the journey● Connection influences feeling

Connected The connected customer referred to as "Generation C"is powerful and if they are connected to you via community then you have brand ambassadors that can create a real social sneeze.

“People don't remember what you said. They don't remember what you did. They remember how you made them feel.” - Maya Angelou

Connected - Generation C

"People don't remember what you said. They don't remember what you did. They remember how you made them feel."

Maya Angelou

Connect with your customers

& Connect them to each other

Consideration Purchase AdvocacyRetentionAwareness

Blog

PR

RadioTV

Print

Word of Mouth

Online Ads

Email

PPC

Social Ads

Review

Media

EmailDirect Mail

Ecommerce

Brick & Mortar

Website

Community Forum

Tutorials

FAQKnowledge Base Promotions

Blog

Social Networks

Newsletter

Contact Center

Use the Journey

Connection Influences Feelings

Collect Feedback

Why Online Communities Platform?Listen and Engage Improve and Impact

QuestionPro Communities How it Works

1. RECRUIT your customers2. ENGAGE your customers in surveys, discussions, polls, and events3. COLLECT INSIGHTS from target groups4. REWARD your customers for their participation5. IMPACT your customers experience and your business outcomes

5 Reasons to Choose QuestionPro Communities Centralized

Platform

5 Reasons to Choose QuestionPro Communities

Cross Compatibility

Centralized Platform

5 Reasons to Choose QuestionPro Communities

Higher Response

RatesEngagement

ToolsCross

CompatibilityCentralized

Platform

5 Reasons to Choose QuestionPro Communities

Higher Response

RatesEngagement

ToolsCross

CompatibilityExperts at

Your Fingertips

Centralized Platform

5 Reasons to Choose QuestionPro Communities

Higher Response

RatesEngagement

ToolsCross

CompatibilityExperts at

Your Fingertips

Higher Response

RatesCentralized

Platform

“We see our customers as invited guests to a party, and we are the hosts. It’s our job every day to make every important aspect of the customer experience a little bit better.”

Jeff Bezos

QuestionPro Communities Platform

questionpro.com/communities