Ant's Eye View

An effective strategy for social customer engagement starts with a clear and disciplined approach to planning.

We understand the desire to get right to the tools and dive into engagement, but that’s not the way to create lasting changes in customer engagement or ensure value from your social media investments.  At Ant’s Eye View we take our clients through the following proven process for social business strategy and planning:

Define

Launching forums or creating a Facebook page is easy; extracting value from them is hard, especially without clear business objectives. We’ll analyze your business, interview your stakeholders and understand those key goals – from improving customer satisfaction to garnering product feedback to expanding brand awareness – so we can build the right social strategy to achieve those objectives.

Listen

Listening is the foundation of a comprehensive customer engagement strategy.  Ant’s Eye View takes a 360 degree view of your conversational landscape – from existing listening channels (employees, call centers, surveys, official websites) to the broad set of customer discussions occurring across the social Web – delivering practical customer insight and enabling your brand to leverage the voice of the customer across your business.

Organize

Is your company ready to connect with customers?  Organizational alignment is a crucial, but oft overlooked, step on the path to engagement.  We’ll prepare your brand to engage in social media activities with a rigorous plan integrating governance and readiness, as well as resource, platform and content requirements.  With proven project management and planning skills, Ant’s Eye View ensures your social initiatives are structured for success from the start.

Engage

Successful engagement comes down to one thing: consistency.  That means regularly responding to user issues, steadily incorporating consumer feedback, and increasingly empowering customers to do positive things for themselves, their community and the company. Ant’s Eye View knows firsthand how to drive sustainable customer engagement on a massive scale; we’ve successfully done it at Dell, Lego, Microsoft and numerous other Fortune 500 clients.

Measure

“But how do we know that it’s working?”  The reality of any business requires the ability to show return on investment and, though the data points may be different, the goal for measuring customer engagement is the same: aligning operational metrics to your strategic business objectives. Ant’s Eye View knows how to deal with the ROI “naysayers,” combining the right quantitative and qualitative measures to analyze success and deliver actionable metrics for improving customer engagement.