Voice of the Customer IBM infoboom Social Media Program

DISCUSSION TOPICS

1. Infoboom experience and platform

1. Leveraging VoC driven insights to drive international client engagement

1. Program results

1. VOC Impact on the Social Value Cycle

1. Customer engagement points within the infoboom program

INFOBOOM EXPERIENCE & PLATFORM

1. Customer driven - 'Tell a Friend' & social sharing

1. Contribution by internationally recognized bloggers, industry experts, and clients

1. Local Business Parttner community to participate and sponsor

1. Showcase key IBM Subject Matter Experts, events, solutions, and topics

WORKED WITH

Leslie Reiser IBM - GB Marketing & Comms. Program Director, World Wide 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.

Results

Leveraging VoC driven insights to drive client engagement

INITIAL VOC INSIGHTS INCLUDED:

• Limited access to peers
• Access to IBM and industry experts
• Need a 'safe place' to network with their peers, trusted advisors, IBM experts, and BPs
• Want a seat at the strategic decision making table within their companies

CUSTOMER ENGAGEMENT

• Leverage VoC insights to ensure we're connecting with the right audience
• 60% of members are Director or above
• 36% are non-executive SMB, large enterprise and industry content contributors
• 4% are IBMers

Voice of Customer 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.