QUANT HARD NumbersIncrease RevReduced Cost: We are seeing more customers start to quantify the cost savings of reduced call volume and enhanced real time customer service through social. Relevant Ex by Customer/Preso here:Utility companies managing outages and driving communication via social, leverage social engagement to drive EE behavior change and assess attitudes toward Smart Grid. Boulder Energy Smart ARRA-funded no mass marketing Non-profits and higher ed use social to drive fundraising and donor engagementOther companies are linking social media benchmark metrics to CSAT scoresFor customers already on the Salesforce platform, this is an value worth exploring.
SocialPatrol - Abusive content - Pattern matching for restricted content e.g. credit cards, TFNs, Phone Numbers - Inappropriate links to sitesSocialDiscover - Unapproved Accounts - Unapproved 3rd party appsProfile Lock - Changes to accounts (hacks)FINRA, FDA, HIPAA
http://www.rims.org/membership/chapterofficertools/Resources/RIMS2009E-Kit/Documents/Excellence%20in%20Risk%20Mt.%20IX%20FINAL.pdfChain of Command4.5M facebook impressions 18M twitter impressions 22% increase in followers 92% positive sentiment 9000 posts
Wins: a – Immediate ability to connect with community b – Integration between Contact Centre, Social Media Team, Media Team, Disaster Ops c - Internal awareness of social media
Social Media Monitoring for Risk MgmtSMRH Conference 2013Derek LaneyDirector Product Marketing@derektweets
Is it Worth It?51% of consumers are more likely to buy a product orbrand after liking them on FacebookConsumers 40% more likely to spend money withbrands that engage on socialCompanies that don’t engage on social see customerchurn 15% higher than those that do“JetBlue can handle five customer related tweets for every one callhandled through a call center.”– Bain & Co: Putting Social Media to Work
Eyes Wide OpenReview HistoryScrutinize Listening ResultsLearn From OthersCreate a Risk LibraryReview New RisksReevaluate as Platforms Change
Review Your Crisis Plan6TipThere’s no longer the perfect news cycle and people won’t wait for youto create the perfect press release. It’s about maximum exposure withminimum delay - AnastaciaVisneski U.S. Coast Guard