Optimizing customer relationships

"Customer centricity” is of paramount importance to optimize customer relationships. But in a social media world, multiple that by 2. Or maybe 5.

We help clients deploy effective social media strategies and tactics that help companies engage, collaborate, influence and monitor customers.

Our Business Intelligence services help companies understand who their target audiences are, and how to leverage their interests, preferences and needs to build better products, provide better and more targeted services, and heighten customer service. 

And our social ROI analysis services will show you how social media  is or will generate revenues for your company, help you retain customer revenues, or save you money. You'll then be armed to know which strategies are propelling optimized customer relationships.

 

Specialties

We specialize in helping companies adopt the social business model to foster customer-centricity and collaboration across their organization.

 

Social Maturity Assessment

With the prevalence of social media, many businesses have started to incorporate some of the basics by adding a Facebook page or a Twitter handle, but are at a loss to prove how its affecting the bottom-line. Part of that is because they don't realize where they are with respect to a continuum of what they could be doing.

We work with clients to benchmark their “As Is” state of social media initiatives and compare them to “Could Be” via best practices. With this insight, businesses can create world-class social media and digital presences and are more likely to monetize their investments when they accomplish higher levels of capabilities with their social media initiatives.

 

Past projects include:

  • Designed social assessment survey for boutique marketing agency - Adapted survey model to agency-specific requirements. Designed a long version of survey to use for chargeable services and a short version to use for lead generation activities. 

  • Impacted social customer service for large telecom company by demonstrating how they helped retain customer revenues by using social media. Helped customer service management gain green light to expand social team.