Digital Age 2.0 - Clara Shih

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Digital Age 2.0 - Clara Shih

  1. Os negócios na Era Facebook<br />Preparing for a New Kind of Customer Relationship<br />Clara Shih<br />CEO of Hearsay and<br />Author of The Facebook Era<br />18 August 2010<br />
  2. Follow along<br />@digitalage20<br />@clarashih<br />http://facebook.com/thefacebookera<br />
  3. Welcome to The Facebook Era<br />facebook<br />500M users<br />22B minutes a day<br />linkedin<br />& twitter<br />65M each<br />
  4. Facebook is global and mainstream<br />
  5. Social media is a top focus for business<br />73.5% of companies consider social media a top priority for 2010.<br />—CMO Survey, February 2010<br />
  6. Today<br />Psychology of Facebook<br />5 Business Use Cases<br />Q&A<br />
  7. the psychology of facebook<br />
  8. Facebook has become the template for our online identity<br />
  9. Facebook Open Graph extends identity across the Web<br />
  10. Meanwhile, user expectations have changed<br />
  11. People trust friends most<br />
  12. Facebook and Twitter are radically new modes of communication<br />
  13. 5 exciting business use cases<br />
  14. 1. Listening… and social crowdsourced customer service<br />
  15. 2. Hypertargeted , social marketing<br />
  16. 3. Replacing your (small business) website<br />
  17. 4. You can even order pizza on Facebook!<br />
  18. 5. Enterprise social CRM<br />Faceconnector – 2007<br />First business application on Facebook (developed by Todd Perry and me)<br />
  19. 5. Enterprise social CRM<br />
  20. The Facebook Era 2nd Edition:Coming next week<br />Featured in the New York Times<br />Used as textbook at Harvard Business School<br />http://tinyurl.com/facebookera2<br />
  21. Please stay in touch<br />Clara Shih<br />CEO of Hearsay<br />clara@hearsaylabs.com<br />http://facebook.com/thefacebookera<br />
  22. Protecting privacy<br />
  23. Evolving our metrics<br />Social CLV =CLVold<br />+ Word-of-mouth referrals<br />+ Customer support cost savings<br />+ Sales resulting from idea contributions<br />

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