Cctg Social Media Deck Final 2.1

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Robert TrentSenior Managing Partner

Contact Center Transformation Group, Inc.

Social Media for Contact Centers to drive revenue

Contact Center Transformation

Group, Inc.

Welcome!

If your interested in…

The impact Social Media and Social Networks are having on Contact Centers, you will want to see this presentation

Copyright Protected 2

Discussion

Our Strategy Our Approach Client Showcase Our Value Proposition Next Steps / Discussion


3 Copyright Protected

Background


System evolved and perfected over 13 years

Drive web site traffic through video channel and avatar distribution,

Applied “human factors” engineering around gain, fear, pride and imitation buying motivational drivers,

Utilizes hundreds of internet Web 2.0 platform, each with their own attributes,

Tuned continuously based on changing search engine optimization algorithms,

Data Extraction techniques for each 2.0 platform,

Design & build Mashup Data-marts unique to your objectives.

Our Conversion Optimization System

4

ApproachStart with your existing Strategy


5

ApproachIntegrate Social Media Strategy



Traditional System Approach


Trust

Use

Buy

Consider

ConsumerBehaviors

Consu

mer

Rela

tionsh

ip L

ifecy

cle

Target Market Universe

Aware

Target Market Universe

Key Symbols

The Objective:

Customers start a relationship with a need, then they move through stages we call the “customer relationship lifecycle”.

The objective is to reach the highest level of trust when they become advocates for your company, product and brand.


Traditional System Approach

Aware

Buy

Use

Trust

Consider

ConsumerBehavior

RESULTS: Limited Sales Few Relationships

Consu

mer

Life

cycl

e

Traditional Mass Media Messaging

Strong influence s/Social Media

Sale / Lead Generation

Missed opportunity to influence

Message delivery from traditional media

Key Symbols

• TV Media Spot Purchases

• Local & National News Papers

• Syndicated radio & TV

•Outdoor Marketing

• Event Sponsorships

• Co-Promotional Campaigns



Online Asset Framework Approach

Aware

Buy

Use

Trust

Consider

ConsumerBehavior

RESULTS: More Sales Strong Relationships

Consu

mer

Life

cycl

e

Influence draft via Social Networks




Building relationship /Social Media ONLY

Key Symbols

Span of opportunity to influence choice Social Network Impact Pyramid (SNIP )

Influence draft feeds INCREASED buying behavior



Power of Combined Approach

Aware

Buy

Use

Trust

Consider

ConsumerBehavior

Span of opportunity to influence choice RESULTS: Sales Optimization Strong Relationships

Consu

mer

Life

cycl

e

Influence draft via Social Networks

Building relationship / both approaches




Message delivery from traditional media

Building relationship /Social Media ONLY

Key Symbols

Best of both worlds

“The new word-of-mouth”Marketing



Social Network Strategy Mapping

Desired OutcomeTarget

Demographics

Social Networks

Define the

Specific action

or behavior you

want those in

the target

market within a

given

population to

do.

Mapping

For each target market and the

desired outcome a unique mapping must be built and fine tuned to reach the optimal

yield.

(Over 300 more and growing)

Behaviors

Attitudes

Likes / Dislikes

Preferences

Habits



Our System: Mashup Dashboard

Mashup Dashboard Examples

Amalgamation of disparate data sources


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System Deployment Roadmap

Month 1 Month 6Month 2 Month 4Month 3 Month 5

Validate Pre-Discovery Data

Build your system

Fully operational Ongoing Monitoring & Tuning

In-depth discovery

Build

Finalize design

ControlledRelease

Finish design based on validated data

Begin roll-out of system


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Baseline: Current Performance

Fully OperationalControlled Release

Net Increase

2 Mos. 3 Mos. . Today 4 Mos. 5 Mos. 6 Mos. 1 Mos. 7 Mos.

Current State

Typical Growth Pattern


Number of Leads

First System Tuning

First Plateau

Second Plateau

Ongoing Tuning

Current Rate of Growth

First Performance

Spike

Ongoing Performance

Spikes


Industry Showcase


Months

Real Estate Industry 745% 14Fine Arts Industry 496% 3Healthcare Industry 810% 26

Exponential Lead Growth


Unique Lead Generation Service

Apply our proven system to optimize lead

generation by getting more qualified leads at a substantially lower cost-

per-lead than you pay now

Our Value Proposition


16

Getting Started

Current StateDesired State

Gap AnalysisRoadmap

Statement of Work

Determine program goals

and “Success Metrics”

Assess / Identify Current

Marketing Assets

Understand Current

Strategy

Assess current yield &

establish baseline

Current reusable

assets

Current less-than-

optimal assets

Net new assets

required

Build resource Plan

Determine program

development timelines

Estimate Project Costs

SOWProject Scope

ResourcesTimeline

Expected YieldInvestment

Results Focused

MetricsBased

System Driven

Project Disciplined

ATTRIBUTES


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For Questions and Discussion

www.cctgrp.com [email protected] (800) 403-6033

Contact us


Documents

Cctg Social Media Deck Final 2.1