Virgin America Takes Off with a Mobile Social Intranet

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Here are seven tips for building a mobile social intranet on Salesforce Platform from Virgin America.

Learn more about Salesforce Platform here: http://salesforce.com/platform/mobile

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Virgin America Takes Off with a Mobile Social Intranet

  1. 1. Virgin America Takes Off with a Mobile Social Intranet 7 Tips for Building a Mobile Social Intranet on Salesforce Platform
  2. 2. 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 quarter ended July 31, 2012. 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.
  3. 3. Become a Customer Company: Connect with Your Customers in a Whole New Way
  4. 4. Air Transport World 2011 Industry Achievement Awards for Best Passenger Service Best Domestic Airline in Condé Nast Traveler’s 2008, 2009, 2010 & 2011 Readers’ Choice Awards Best Domestic Airline in Travel + Leisure’s World’s Best Awards for 2008, 2009, 2010, 2011 & 2012 Travel + Leisure’s World’s Best Awards – Best Domestic Airline for Food in 2009 Best U.S. Business/First Class in 2008, 2009, 2010, 2011 and 2012 Condé Nast Traveler Business Travel Poll World Airline Awards Best Domestic Airline in North America 2012; World Airline Awards Best Low-Cost Airline in North America and Best Overall Guest Service in North America 2011 & 2012 Skytrax World Airline Awards, Best Low-Cost Airline in North America, 2010 Zagat’s 2010 Global Airlines Survey (of over 8000 frequent flyers): #1 overall highest score across all U.S. carriers for quality of service in Main Cabin #1 for overall quality in First/Business Class among mid-sized domestic carriers #1 for overall quality in the Economy cabin among mid-sized domestic carriers Top marks for track record on sustainability Zagat’s 2009 Global Airlines Survey (of over 5,500 frequent flyers): #1 for overall quality in First/Business Class among mid-sized domestic carriers #1 for overall quality in the Economy cabin among mid-sized domestic carriers #1 ranked Web site among domestic airlines Top marks for track record on sustainability Executive Travel Leading Edge Awards, Overall Best Domestic Airline 2012 Executive Travel Leading Edge Awards, 2011: Gold: Top Domestic Airline Overall Gold: Top Domestic Airline Customer Service Bronze: Top Domestic Airline First-Class Service The Airline Passenger Experience Association (APEX) in 2012 named Virgin America: Best Overall Passenger Experience Best in Region – Americas Best Cabin Ambiance Best IFE User Interface The Airline Passenger Experience Association (APEX) in 2011 named Virgin America: Best In-flight Entertainment – Americas Best In-flight Video Best Overall Passenger Experience The Airline Passenger Experience Association (APEX) in 2010 named Virgin America: Best Overall Passenger Experience Best in Region – Americas Best Ground Experience Best In-Flight Connectivity & Communications The Airline Passenger Experience Association (APEX) in 2009 named Virgin America: Best in-Flight Entertainment (IFE) – Americas Best Single Achievement in IFE: on-demand food and drink ordering system on Red™ Skytrax World Airline Awards, Best cabin staff in North America, 2009 Best Travel Company to Work For — Glassdoor Perfect Score in 2010 Human Rights Campaign’s Corporate Equality Index Best Places to Work Survey Most Eco-Friendly Airline, SmarterTravel Editor’s Choice, 2010 Greenopia’s “Greenest” Domestic Airline, 2011 Best U.S. Airline in Business Traveler Magazine’s 2009 & 2010 Best in Business Travel Survey ATME Atlas Award for Innovation, 2010 Executive Travel Leading Edge Awards, Editors Honors, 2010 Arthur Frommer's 2007 Extra Mile Award in best new travel values for 2007 Favorite Airline in Gadling’s 2010 Airline Survey Virgin America Has Proven it Takes a Team To Succeed As an Airline Skytrax World Airline Awards, Best cabin staff in North America, 2009 Best Travel Company to Work For — Glassdoor Perfect Score in 2010 Human Rights Campaign’s Corporate Equality Index Best Places to Work Survey 50+ Awards!
  5. 5. Challenge: Align Every Teammate to Brand, Culture, & Business Rules 90% of Employees Don’t Sit at a Desk Need to Treat Employees Like We Treat Our Customers Culture is The Competitive Weapon in Our Business
  6. 6. Virgin America Connects Their Employees With a Company Community Branded social community accessible on any mobile device Chatter collaboration for every department Line of business admins update content in real-time Designed and Deployed in 2-3 months
  7. 7. Tip #1. Go To Where Your Employees (Heads) Are For teammates to use it, we need to go where they are: Mobile first: what devices are they using? Designed for each job function- each team has different needs and different personalities
  8. 8. Tip #2. Make It Easy To Use If you want adoption: Needs to have a two-way feel Needs broadcast and social Make it easy to navigate Site-wide search Invest in user design & experience Minimize the clutter
  9. 9. Tip #3. Give Them a Hook What's in it for employees? What is the value-add factor? Virgin America focuses on the hot news and Chatter
  10. 10. Tip #4. Get Executives Involved Executives Get… Visibility into the company Platform for sharing vision Communication channel Teammates Get… Visibility into Virgin’s leaders Understand department goals Way to communicate upwards
  11. 11. Tip #5. You Have to Remain Responsive and Engaged Teammates expect real-time responsiveness Build a team of community managers Have representation from each department Coordinate across departments
  12. 12. Tip #6. Align it to the Brand- Put effort into design & style Observation Our teammates are part of our brand Challenge Need to surround them with latest brand Outcome Give them the same experience we give passengers
  13. 13. Tip #7. Make it Fun If its fun, people will use it Monthly give-a-ways Treasure hunts & contests Whimsical voice
  14. 14. Bonus Thought: It’s Really Important to Measure Value Measure: How many users are engaged? How many users are posting? Which departments are more engaged? Overall internal NPS score?
  15. 15. Final Thoughts Don’t Forget Training Move Quickly & Build to Iterate (ie its not a one time shot!) Make It Your Own!

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