2. “the result will be a new kind of
conversation. And it will be the most
exciting conversation business has ever
engaged in”
Source: cluetrain.com
Markets are Conversations
3. engaged customers
spend 40% more
and are 30% more
satisfied
Source: Bain & Company, “Putting social media to work” 2011
Social Finds its Pay Day
4. Business is Social
Enterprise Adoption of Social Networking
70%
Companies Adopted Social
2008 2009 2010 2011
2012
$1.3 Trillion in value can be unlocked
through social technologies.“
”
Source: 2012 McKinsey Global Institute Study: “The Social Economy”
5. 123%
growth in social
customers
Jun 2010
Dec 2010 Jun 2011
Dec 2011
Fortune 100 Facebook Fan Growth
Fortune 100 Web Traffic Growth
Source: Webtrends, “The Effects of Social Networks on the Mobile Web and Website Traffic”; Google Social Media Analysis Study
Customers Flocking to Social Channels
10. Enormous Opportunity:
Listen in real time
Build & engage connections
Turn insight into action
Be more targeted than ever
And more connected than ever
People are People
15. 1. Align Social Goals to Business Goals
Resource: A Framework for Social Media Analysis - susan_etlinger
16. Listen /
Analyze
Publish /
Measure
Your Brand Your Competitors Your
Customer’s World
1 2 3
4 5 6
7 8 9
Engage
Resource: Deriving Insight From Social Data
2. Listen to Your Customers World
17. 3. Find Your Interesting Story
“The Caterpillar brand is built on the backs of great relationships”
Briant R. Stokoe, Social Media Program Manager for Caterpillar
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