Our Solutions

Your customer has inherent value that is waiting to be tapped and they want to share.

All you have to do is ask. This sounds very simple and, in reality, it is. Utilization of an online customer community will allow you to engage your customers in a closed environment and harvest the valuable insights they have about your product, your brand and your service.

Defakto Customer Insight Services

  • Analysis of the full landscape of current customer activity, understand where the customer is currently talking about your brand, product or service.
  • Establish the objectives and expectations of your customer insight initiative
  • Develop over-reaching strategic plan for execution of this initiative
  • Assist in the establishment of internal processes that surface customer insight to create appropriate action and response
  • Recommend appropriate technologies for both customer communities and social media monitoring
  • Develop, launch, manage and moderate branded customer community
  • Manage, moderate and engage customers in social media channels

Customer communities provide a platform to efficiently conduct targeted customer research and focus groups utilizing the individuals most engaged with your product. Segmented groups can be created and then it will also give you visibility into the conversations about your products taking place between customers within this community.

In addition to gathering these valuable insights from your branded customer community, it is imperative to monitor and capture the conversations going on across all social channels where your customers are active. These unstructured conversations and provide another valuable layer of input for consideration.

Defakto will work with you to develop an over-reaching plan for capturing these valuable customer insights utilizing both online communities and the social media channels utilized by your customer. We’ll assist in creating your online community, help implement community management and moderation for both your community and the social media utilized by your customer, and help you instill a culture and plan for utilization of the insights gathered.

For more information on how Defakto can assist you in gaining valuable customer insights utilizing social technologies, contact Ken Vernon, Managing Director at ken.vernon@defaktogroup.com or (214) 988.9272 x102.