How to succeed with social communication. From social media to social business. Trends and Inspiration.

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My presentation from IBMs Nobel Peace Price event in Oslo - 11th of December 2013.

My presentation from IBMs Nobel Peace Price event in Oslo - 11th of December 2013.

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  • 1. How to succeed with social communication From social media to social business. Trends and Inspiration. Oslo, 11/12/2013 Christian Brosstad, Director of Communication and Head of Social Media @chrisbros – tlf +47 970 80 686
  • 2. RELEVANCE @chrisbros
  • 3. This is reality! @chrisbros
  • 4. @chrisbros
  • 5. The worlds ”first” purely mobile bank
  • 6. 70% of Generation Y will choose mobile banking ‘first’ by 2015, not Internet banking or visiting a branch Kilde: Gartner og Brett King
  • 7. @chrisbros
  • 8. It’s all about context! @chrisbros
  • 9. Who do we compete with for people's attention? @chrisbros
  • 10. @SaraBeautyCorner Channel - One of the fastest Growing Norwegian YouTube channel
  • 11. @chrisbros
  • 12. Is it possible to make emotional connections in the digital world? @chrisbros
  • 13. 1 in 5 couples meet online Kilde: Brett King @chrisbros
  • 14. 1 in 4 divorces are blamed on Facebook Kilde: Brett King
  • 15. So what about the #-generation? @chrisbros
  • 16. @chrisbros
  • 17. @chrisbros
  • 18. Trust is the new currency
  • 19. How can companies gain trust in a world of digital media? @chrisbros http://froggey.files.wordpress.com/2008/07/lightning-storm-6-23-08.jpg
  • 20. @chrisbros
  • 21. To be open about your flaws and mistakes will only make you more awesome as a brand Pizza chain Domino’s: Times Square’s live feedback from Twitter
  • 22. @chrisbros
  • 23. @chrisbros
  • 24. http://yourquestions.mcdonalds.ca
  • 25. DO IT WITH HUMOUR! BODYFORM ! ! A video response to a customer on Facebook
  • 26. @chrisbros
  • 27. Who does the consumer trust? 92% trust recommendations from friends and family (+ 18% from 2007) Online consumer reviews are the second most trusted source of brand information with a 70% trust rating (+ 15% from 2008) Television ads were trusted by only 47% (- 24% from 2009) Kilder: Nielsen, April 2012 og http://zocalogroup.com/
  • 28. @chrisbros Kilder: Nielsen, April 2012 og http://zocalogroup.com/
  • 29. 4 @chrisbros
  • 30. But two things first… @chrisbros
  • 31. Look outside your own industry to get inspired @chrisbros
  • 32. Future heroes: Data analysts and storytellers
  • 33. 1. Customer Service First @chrisbros
  • 34. CUSTOMER SERVICE IS THE NEW MARKETING Side 35
  • 35. Our goals for the digital communication To be thought of To be desired
  • 36. Which company do you rate best for customer service? @chrisbros
  • 37. The Zappos team is given complete freedom to do whatever they think is necessary to create a PEC (personal emotional connection) with every customer.
  • 38. “We try to see every touch point with the customer as an opportunity to help”. Carrie Whitehead, product strategy and user experience manager at Zappos Labs @chrisbros
  • 39. ”People will forget what you said, people will forget what you did, but people will never forget how you made them feel”. Maya Angelou @chrisbros
  • 40. 2. To innovate with your customers @chrisbros
  • 41. Today: Idea blog www.pengeroglivet.no Anno 2006
  • 42. @chrisbros
  • 43. 3. Think like a media company @chrisbros
  • 44. Fast! Fast! Fast! News in a second @chrisbros
  • 45. @chrisbros
  • 46. 640x640 piksler - Your video can be 3-15 seconds long.
  • 47. 640x640 piksler - Your video can be 3-15 seconds long.
  • 48. Social stream @chrisbros
  • 49. @chrisbros
  • 50. @chrisbros
  • 51. Real-Time Communication Process, flow, shift, continuous and relevant It’s an on-going newsroom, not an advertising campaign Creating Youtility Customer Service first Innovation through listening Creativity through passion To enable your best fans to tell your brand’s story Kilde: http://www.convinceandconvert.com
  • 52. 4. Be visual @chrisbros
  • 53. •  •  •  •  Over 6 billion hours of video are watched each month 100 hours of video are uploaded every minute 40% of YouTube’s views are on mobiles Who’s on YouTube? Aged between 18 and 54 @chrisbros
  • 54. YouTube is big among youngsters (18-34 ) – monthly reach 00% 92% 90% 80% 70% 74% 69% 65% 65% 60% 50% 42% 40% 44% 39% 45% 38% 30% 20% 10% 0% Kilde: YouGov og Youtube @chrisbros
  • 55. Get out! Photo Michael Christopher Brown/Time — Hurricane Sandy was the largest event ever documented by cell phones, said Kevin Systrom, CEO of Instagram. @chrisbros
  • 56. @chrisbros
  • 57. @chrisbros
  • 58. @chrisbros
  • 59. Thanks for your time! christian.brosstad@sparebank1.no http://twitter.com/chrisbros http://christianbrosstad.com http://pengeroglivet.blogs.com