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Social Media Revolution          Prepared by          Cory Hartlen   Product Marketing Manager     Twitter: @CoryHartlen  ...
Introduction
Safe Harbor   Safe harbor statement under the Private Securities Litigation Reform Act of 1995: This presentation may   co...
Questions – a Quiz• How many of you just CANNOT keep up with this social  media technology?• How many of you have a smart ...
Your Customers Share More than Ever Before                                                          Having a              ...
Not a Technology, but a Revolution• It is about relationships• One in five couples met on line• One in five couples who di...
It’s about Sharing • 30 billion pieces of content is shared on   Facebook each month • Youtube generates 92 billion page v...
It’s about Trust• Did you know that more than 90% of people trust peer  reviews?• Did you know that only 14% of us believe...
| THE SOCIAL DIVIDE:Your customers,                                 How do youemployees, suppliers, fans                  ...
JUNE2006   Asleep at the wheel: Comcast technician becomes poster child for poor customer service.                        ...
JULY2009       United Airlines handles hundreds of lost and damaged baggage complaints each        year. But aggrieved Dav...
That’s Created a Fundamental Shift inMarketing        Traditional Marketing             Social Marketing             Inter...
| THE FIVE C’S OF SOCIAL MARKETINGContent is KING
| THE FIVE C’S OF SOCIAL MARKETING     Community
| THE FIVE C’S OF SOCIAL MARKETINGConversation
| THE FIVE C’S OF SOCIAL MARKETING    Collaboration
| THE FIVE C’S OF SOCIAL MARKETING     Connections
| THE SEVEN OUTCOMES OF SOCIAL              MARKETING• Enhance Branding or  Increase awareness• Protect Brand Reputation• ...
So, what does this have to      do with you?
EVERYTHING
New Positions Are Being  Created
| AVOID THE SILOS  Blogs         Forums     Facebook   Twitter   YouTubeMarketing         PR            HR     Sales    Cu...
| SOCIAL MEDIA COUNCIL, CHAMPIONS          FROM EACH DEPARTMENT  Blogs        Forums    Facebook   Twitter   YouTubeMarket...
| ADVANCED COMMUNITY MODEL Blogs         Forums     Facebook   Twitter   YouTube                      Community TeamMarket...
How Companies Are Approaching Social Media
| IT ALL STARTS WITH LISTENING        Compliments Ideas              Crisis       InfluencersComplaints        Campaign   ...
It’s about Relationships• How many of you are thinking about the baby boomer  retirement issues?• 50% of population is < 3...
It’s about Trust• Do you think that banning social media really works? • Edelman’s Trust Barometer • BlessingWhite
It’s about people• It is about building community• It is about building a network of your workers – inclusion• It is about...
Social is Disrupting the EntireEnterprise            Executives                                 Sales                     ...
UPS – Recruitment               Converting more fans               and followers to               employees (Facebook,    ...
FedEx - Crisis Communications 1. Responded Quickly 2. Fixed Problem 3. Spoke in human voice 4. They used the right medium@...
Social Media Use Cases – CustomerService                    Southwest Airlines are in the                    Customer Serv...
Social Media Use Cases – Recruiting                   Ernst and Young                   85,000 likes                   Sha...
Social Media Use Cases – R&D                   Dell (Ideastorm)                   It stared with a post…                  ...
QUESTIONS?Presented by@CoryHartlenProduct Marketing ManagerSalesforce Radian6Cory.Hartlen@radian6.com
Resources
LinksEbooks:        http://www.radian6.com/blog/media_types/e-books/Videos and Presentations: http://www.radian6.com/blog/...
Social media revolution dof oct2012(2)[1]
Social media revolution dof oct2012(2)[1]
Social media revolution dof oct2012(2)[1]
Social media revolution dof oct2012(2)[1]
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Social media revolution dof oct2012(2)[1]

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  • Edelman trust barometer, many verticals and organizations, CEO’s aren’t to be trusted, most distrusted group is government. 2011 study, keeps them up at night, reputational risk, all comes back to trust. Forced channel awareness
  • Your customers, prospects, analysts, detractors and advocates are social.. They are having important conversations that either need immediate responses or hold valuable data about your products and operations. -There needs to be a way to seize these opportunities as they arise on the social web, and be part of the conversations going on about your brand, products, competitors, and industry.
  • Adding up the view counts for first dozen results all related I get 11,730,708 views, from Dave Carroll, response from United and Taylor guitars.
  • Tell the P&amp;G story
  • Don’t get hung up on titles Bonin Bough Frank Eliason
  • Huge outflux of employees, what are you doing to prepare? What’s the average age of employees, what’s your limitation on social networks doing for employee retention. Do you know how your employees wish to be communicated with? Have you thought about using an internal social network like yammer or chatter. Most university grads don’t use email anymore, they’re born social. Are you telling your own stories
  • Blessing White, employee engagement survey, Engaged employees stay for what they can give, Disengaged employees stay for what they can get.
  • &gt;17,000 ideas submitted &gt;732,572 votes
  • Transcript of "Social media revolution dof oct2012(2)[1]"

    1. 1. Social Media Revolution Prepared by Cory Hartlen Product Marketing Manager Twitter: @CoryHartlen Linkedin: /in/Coryhartlen
    2. 2. Introduction
    3. 3. Safe Harbor Safe harbor statement under the Private Securities Litigation Reform Act of 1995: This presentation may contain forward-looking statements that involve risks, uncertainties, and assumptions. If any such uncertainties materialize or if any of the assumptions proves incorrect, the results of salesforce.com, inc. could differ materially from the results expressed or implied by the forward-looking statements we make. All statements other than statements of historical fact could be deemed forward-looking, including any projections of subscriber growth, earnings, revenues, or other financial items and any statements regarding strategies or plans of management for future operations, statements of belief, any statements concerning new, planned, or upgraded services or technology developments and customer contracts or use of our services. The risks and uncertainties referred to above include – but are not limited to – risks associated with developing and delivering new functionality for our service, our new business model, our past operating losses, possible fluctuations in our operating results and rate of growth, interruptions or delays in our Web hosting, breach of our security measures, risks associated with possible mergers and acquisitions, the immature market in which we operate, our relatively limited operating history, our ability to expand, retain, and motivate our employees and manage our growth, new releases of our service and successful customer deployment, our limited history reselling non-salesforce.com products, and utilization and selling to larger enterprise customers. Further information on potential factors that could affect the financial results of salesforce.com, inc. is included in our annual report on Form 10-K for the most recent fiscal year ended January 31, 2011. This document and others are available on the SEC Filings section of the Investor Information section of our Web site. Any unreleased services or features referenced in this or other press releases or public statements are not currently available and may not be delivered on time or at all. Customers who purchase our services should make the purchase decisions based upon features that are currently available. Salesforce.com, inc. assumes no obligation and does not intend to update these forward-looking statements.@CoryHartlen
    4. 4. Questions – a Quiz• How many of you just CANNOT keep up with this social media technology?• How many of you have a smart phones?• How many of you have two smart phones?• How many of you have children?• Of those with children, how many have smart phones?
    5. 5. Your Customers Share More than Ever Before Having a Great problem with… article on… Love the Looking new… Cool for recs... video … Hiring Prod uct a review… CTO… The Social Media Revolution
    6. 6. Not a Technology, but a Revolution• It is about relationships• One in five couples met on line• One in five couples who divorce blame Facebook
    7. 7. It’s about Sharing • 30 billion pieces of content is shared on Facebook each month • Youtube generates 92 billion page views per month • People upload 3,000 Flickr photos every minute • There are on average more than 190 million Tweets per day • People spend 700 billion minutes per month on Facebook
    8. 8. It’s about Trust• Did you know that more than 90% of people trust peer reviews?• Did you know that only 14% of us believe advertising?• Did you know there is an annual Trust Barometer?• Did you know what the #1 thing is that keeps Boards of Directors up at night?• Did you know that the Dow Jones now has a Reputation Index?
    9. 9. | THE SOCIAL DIVIDE:Your customers, How do youemployees, suppliers, fans seize theand detractors are social. opportunity?This is your community!
    10. 10. JUNE2006 Asleep at the wheel: Comcast technician becomes poster child for poor customer service. 1.3 million view the video. Social Relevance : Comcast humiliation caused a change in priorities. Soon becomes industry leader in Twitter customer service help.
    11. 11. JULY2009 United Airlines handles hundreds of lost and damaged baggage complaints each year. But aggrieved Dave Carroll went viral with his ballad of a broken guitar. Social Relevance : United had 9 months to placate Carroll before he penned his protest song. Instead they were confronted with a backlash millions empathized with.
    12. 12. That’s Created a Fundamental Shift inMarketing Traditional Marketing Social Marketing Interruption marketing Invitation marketing Company controls brand perception Community shapes brand perception Trust company messages Trust friend recommendations Eyeballs and ears Hearts and minds Centralized presence (www) Distributed presence Buy a list of names to email Social listening & engagement
    13. 13. | THE FIVE C’S OF SOCIAL MARKETINGContent is KING
    14. 14. | THE FIVE C’S OF SOCIAL MARKETING Community
    15. 15. | THE FIVE C’S OF SOCIAL MARKETINGConversation
    16. 16. | THE FIVE C’S OF SOCIAL MARKETING Collaboration
    17. 17. | THE FIVE C’S OF SOCIAL MARKETING Connections
    18. 18. | THE SEVEN OUTCOMES OF SOCIAL MARKETING• Enhance Branding or Increase awareness• Protect Brand Reputation• Facilitating PR• Building Communities• Improving Customer Service• Driving R&D• Increasing Sales -Jason Falls, Nobullshitsocialmedia.com
    19. 19. So, what does this have to do with you?
    20. 20. EVERYTHING
    21. 21. New Positions Are Being Created
    22. 22. | AVOID THE SILOS Blogs Forums Facebook Twitter YouTubeMarketing PR HR Sales Cust. Serv.
    23. 23. | SOCIAL MEDIA COUNCIL, CHAMPIONS FROM EACH DEPARTMENT Blogs Forums Facebook Twitter YouTubeMarketing PR HR Sales Cust. Serv.
    24. 24. | ADVANCED COMMUNITY MODEL Blogs Forums Facebook Twitter YouTube Community TeamMarketing PR HR Sales Cust. Serv.
    25. 25. How Companies Are Approaching Social Media
    26. 26. | IT ALL STARTS WITH LISTENING Compliments Ideas Crisis InfluencersComplaints Campaign Needs Competition
    27. 27. It’s about Relationships• How many of you are thinking about the baby boomer retirement issues?• 50% of population is < 30 - how are you recruiting? • Are you using Linkedin? Do you know how? • Does your company ban social media use for employees? • 56% of respondents said they would not accept a job where social media is banned• How are you communicating with existing employees?• How are you communicating with recruits?• Do you allow social media use in your workplace?
    28. 28. It’s about Trust• Do you think that banning social media really works? • Edelman’s Trust Barometer • BlessingWhite
    29. 29. It’s about people• It is about building community• It is about building a network of your workers – inclusion• It is about knowing your audience
    30. 30. Social is Disrupting the EntireEnterprise Executives Sales Marketing R&D Service Recruiting
    31. 31. UPS – Recruitment Converting more fans and followers to employees (Facebook, Twitter and Text Messaging)@CoryHartlen
    32. 32. FedEx - Crisis Communications 1. Responded Quickly 2. Fixed Problem 3. Spoke in human voice 4. They used the right medium@CoryHartlen
    33. 33. Social Media Use Cases – CustomerService Southwest Airlines are in the Customer Service Business not the airline business In addition to Tweeting news, they provide updates through Rapper Flight Attendants. Channels Used: Twitter, Facebook, Blog – Nuts About Southwest, YouTube
    34. 34. Social Media Use Cases – Recruiting Ernst and Young 85,000 likes Sharing 3rd party articles, Job listings and ebooks Promoting employee Achievements Responding to recruiting questions Drive traffic to careers page
    35. 35. Social Media Use Cases – R&D Dell (Ideastorm) It stared with a post… “Dell lies. Dell sucks” >17,000 ideas >736,572 votes Channels Used: Twitter, Facebook, Blogs, YouTube
    36. 36. QUESTIONS?Presented by@CoryHartlenProduct Marketing ManagerSalesforce Radian6Cory.Hartlen@radian6.com
    37. 37. Resources
    38. 38. LinksEbooks: http://www.radian6.com/blog/media_types/e-books/Videos and Presentations: http://www.radian6.com/blog/media_types/videos-presentations/Case Studies and White Papers:http://www.radian6.com/blog/media_types/case-studies-white-papers/
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