Voice of the Customer IBM infoboom Social Media Program

Leslie Resier
IBM - GB Marketing & Communications
Program Director, WW Digital marketing

Discussion Topics

infoboom Experience & Platform

Leveraging VOC Driven Insights to Drive Client Engagement

Initial VOC insights included:

Customer Engagement

VOC Impact on the Social Value Cycle

Through social sharing, engagement, peer to peer connection, infoboom collects and manages VOC feedback to increase a client's social value.

Customer Engagement Points

Our Results

VOC analysis led to program enhancements

So How Does this Impact the Bottom Line?

Engagement drives evaluation

Let your voice be heard...join the conversation at: www.theinfoboom.com

For additional information contact:
Leslie Reiser
lcreiser@us.ibm.com

Results

So How Does this Impact the Bottom Line?

  • infoboom reaches 60K+ SMB professionals bi-weekly
  • 14% of all visitors engage in infoboom discussions

Engagement drives evaluation

  • 32% of engagements result in evaluation of IBM products and solutions
  • Evaluation influences future purchase consideration
  • 1.8% of participants evaluating IBM products and solutions convert to purchase in 6 months

Leslie Reiser
IBM - GB Marketing & Communications
Program Director, WW Digital marketing

Ms. Reiser has extensive experience developing and executing effective online strategic programs within traditional web and social media marketing environments targeted to information technologists within the SMB marketplace. She leads complex, global projects that have reinvented the way IBM utilizes the Web to deliver integrated solutions globally.