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Copyright © 2014 Oracle and/or its affiliates. All rights reserved. 1
What lessons can we learn from the best in Social?
H...
Copyright © 2014 Oracle and/or its affiliates. All rights reserved. 2
 Technology & Social Changing Everything
 Empowere...
Copyright © 2014 Oracle and/or its affiliates. All rights reserved. 3
Technology Changing Everything
St. Peter’s Square, R...
Copyright © 2014 Oracle and/or its affiliates. All rights reserved. 4
Rate of Adoption of Social Media
How long
does it ta...
Copyright © 2014 Oracle and/or its affiliates. All rights reserved. 5
Social is Growing (and propelled by Mobile)
 Mobile...
Copyright © 2014 Oracle and/or its affiliates. All rights reserved. 6
Online & Offline Worlds Continue to Merge
Copyright © 2014 Oracle and/or its affiliates. All rights reserved. 7
Connected and Empowered Customers
 61% of consumers...
Copyright © 2014 Oracle and/or its affiliates. All rights reserved. 8
Shift in Power; Revolution.
Mass media Internet / 1:...
Copyright © 2014 Oracle and/or its affiliates. All rights reserved. 9
Customers Can Create Problems for Brands
Promoted Tw...
Copyright © 2014 Oracle and/or its affiliates. All rights reserved. 10
Brands Can Create Solutions for Customers
Copyright © 2014 Oracle and/or its affiliates. All rights reserved. 11
Social is influencing Purchasing Decisions
Four in ...
Copyright © 2014 Oracle and/or its affiliates. All rights reserved. 12
Businesses Seeing the Results
Copyright © 2014 Oracle and/or its affiliates. All rights reserved.
“The whole company needs to move in a more social
dire...
Copyright © 2014 Oracle and/or its affiliates. All rights reserved.
Problem; Social Aspirations are falling short
70% beli...
Copyright © 2014 Oracle and/or its affiliates. All rights reserved.
Social Business Evolution Takes Time
“The evolution of...
Copyright © 2014 Oracle and/or its affiliates. All rights reserved.
Social businesses are maturing and evolving
Broadcasti...
Copyright © 2014 Oracle and/or its affiliates. All rights reserved.
Mobile
Social
In Store Contact Center
Field Service
Di...
Copyright © 2014 Oracle and/or its affiliates. All rights reserved.
Oracle Social Cloud Customers
Copyright © 2014 Oracle and/or its affiliates. All rights reserved.
Our Customers are Embracing Social for Success
Globall...
Copyright © 2014 Oracle and/or its affiliates. All rights reserved.
Do’s and Don’t’s of a Social Business
•Don’t wait for ...
Copyright © 2014 Oracle and/or its affiliates. All rights reserved.
•Don’t hide from the ‘radical-transparency’ brought by...
Copyright © 2014 Oracle and/or its affiliates. All rights reserved.
•Don’t let one person or department own Social
•Do mak...
Copyright © 2014 Oracle and/or its affiliates. All rights reserved.
•Don’t hire Social Media aficionados…
•Hire people pas...
Copyright © 2014 Oracle and/or its affiliates. All rights reserved.
•Don’t just invest in the enabling technology
•Invest ...
Copyright © 2014 Oracle and/or its affiliates. All rights reserved.
@RichardLeRosBif
Richard Beattie
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Richard Beattie - What lessons can we learn from the best in Social?

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Attendees will learn some practical advice on how great companies are bringing value and certainty to Social business; justifying their investments, hiring for success and creating change in their organizations.

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Transcript of "Richard Beattie - What lessons can we learn from the best in Social?"

  1. 1. Copyright © 2014 Oracle and/or its affiliates. All rights reserved. 1 What lessons can we learn from the best in Social? How great companies are bringing value and certainty to Social business; justifying their investments, hiring for success and creating change in their organizations. Richard Beattie @RichardLeRosbif
  2. 2. Copyright © 2014 Oracle and/or its affiliates. All rights reserved. 2  Technology & Social Changing Everything  Empowered Customers in Control with High Expectations  Transformational Changes Occurring for Business  Technology is the Foundation  Our Customers Finding Social Success What I am going to say…
  3. 3. Copyright © 2014 Oracle and/or its affiliates. All rights reserved. 3 Technology Changing Everything St. Peter’s Square, Rome
  4. 4. Copyright © 2014 Oracle and/or its affiliates. All rights reserved. 4 Rate of Adoption of Social Media How long does it take to reach 50 Million users?
  5. 5. Copyright © 2014 Oracle and/or its affiliates. All rights reserved. 5 Social is Growing (and propelled by Mobile)  Mobile Overtakes Desktop: More than 52% of time spent online is now on smartphones and tablets  2+ hours per day spent with smartphones  63% of smartphone users are social networkers  1 Billion + Smartphones Worldwide.  42% growth expected for tablets in 2014 alone.
  6. 6. Copyright © 2014 Oracle and/or its affiliates. All rights reserved. 6 Online & Offline Worlds Continue to Merge
  7. 7. Copyright © 2014 Oracle and/or its affiliates. All rights reserved. 7 Connected and Empowered Customers  61% of consumers expect brands to engage them with product and promotional info on social.  89% - The effectiveness of content marketing when based on customer testimonials.  70% of all mobile searches result in action within 1 hour.  86% of customers will start doing business with a competitor after a bad customer experience.
  8. 8. Copyright © 2014 Oracle and/or its affiliates. All rights reserved. 8 Shift in Power; Revolution. Mass media Internet / 1:1 Social/Mobile Customer Power and Choice Company Power and Voice Source: 2011 Customer Experience Impact Report (CEI), based on a survey commissioned by RightNow and conducted by Harris Interactive. “If you make customers unhappy in the physical world, they might each tell six friends. If you make customers unhappy on the Internet, they can each tell 6,000.” Jeff Bezos, Amazon CEO
  9. 9. Copyright © 2014 Oracle and/or its affiliates. All rights reserved. 9 Customers Can Create Problems for Brands Promoted Tweet to 300k after a negative luggage experience.
  10. 10. Copyright © 2014 Oracle and/or its affiliates. All rights reserved. 10 Brands Can Create Solutions for Customers
  11. 11. Copyright © 2014 Oracle and/or its affiliates. All rights reserved. 11 Social is influencing Purchasing Decisions Four in ten social users have purchased an item online or in-store after sharing or favoriting it 90% of all purchases are subject to social influence
  12. 12. Copyright © 2014 Oracle and/or its affiliates. All rights reserved. 12 Businesses Seeing the Results
  13. 13. Copyright © 2014 Oracle and/or its affiliates. All rights reserved. “The whole company needs to move in a more social direction. It’s across the whole value chain, from recruitment through marketing and product development, and onto execution of the marketing assets.” Lars Silberbauer Global Social Media Director, LEGO
  14. 14. Copyright © 2014 Oracle and/or its affiliates. All rights reserved. Problem; Social Aspirations are falling short 70% believe social is transformational for their organization. Only 10% believe they are doing it well.
  15. 15. Copyright © 2014 Oracle and/or its affiliates. All rights reserved. Social Business Evolution Takes Time “The evolution of social business doesn’t happen overnight; its requisite is a realization and cultural shift around the value that social media affords the entire organization, across multiple business units and applications.” Altimeter, “The Evolution of Social Business”
  16. 16. Copyright © 2014 Oracle and/or its affiliates. All rights reserved. Social businesses are maturing and evolving Broadcasting Listening & Engaging Relationships
  17. 17. Copyright © 2014 Oracle and/or its affiliates. All rights reserved. Mobile Social In Store Contact Center Field Service Direct Sales Channel SalesWeb Oracle Marketing Oracle Commerce Oracle Sales Oracle Service Foundational Tools Oracle Social Connect every customer interaction with your brand
  18. 18. Copyright © 2014 Oracle and/or its affiliates. All rights reserved. Oracle Social Cloud Customers
  19. 19. Copyright © 2014 Oracle and/or its affiliates. All rights reserved. Our Customers are Embracing Social for Success Globally & Locally Connect & Build Relationships “All Ears” Listening; Create Content that Inspires & Resonates Integrate Social w/ CRM to Enhance Overall CX
  20. 20. Copyright © 2014 Oracle and/or its affiliates. All rights reserved. Do’s and Don’t’s of a Social Business •Don’t wait for a proven ROI model for social in your industry •Experiment and just imagine a future where you are the trusted source Google: “Sweating over an ROI model for Social?” Lesson 1
  21. 21. Copyright © 2014 Oracle and/or its affiliates. All rights reserved. •Don’t hide from the ‘radical-transparency’ brought by Social Media •Embrace it as a benefit and ensure executive support engenders a shift in cultural behaviour Lesson 2 Do’s and Don’t’s of a Social Business
  22. 22. Copyright © 2014 Oracle and/or its affiliates. All rights reserved. •Don’t let one person or department own Social •Do make it everyone’s responsibility and then become a socially enabled business Google: Altimeter Group/Jeremiah Owyang - Center of Excellence Lesson 3 Do’s and Don’t’s of a Social Business
  23. 23. Copyright © 2014 Oracle and/or its affiliates. All rights reserved. •Don’t hire Social Media aficionados… •Hire people passionate about your brand (and who understand business) Lesson 4 Do’s and Don’t’s of a Social Business
  24. 24. Copyright © 2014 Oracle and/or its affiliates. All rights reserved. •Don’t just invest in the enabling technology •Invest more on supporting the business change Lesson 5 Do’s and Don’t’s of a Social Business
  25. 25. Copyright © 2014 Oracle and/or its affiliates. All rights reserved. @RichardLeRosBif Richard Beattie Thank you

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