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  • 1. The State and Future of Social Media Shel Holtz, ABC
  • 2. Everyone is social
  • 3.  
  • 4. Business is engaging
  • 5. Let’s stop calling it “social” media After all, all media are social
  • 6. The state of social media is…
  • 7. We can’t agree on…
    • Definition
    • Metrics
    • Ownership/structure
  • 8. We haven’t figured out…
    • Strategy
    • Roles
    • Fragmentation
  • 9. 82% of brand managers are using social media 54% of companies block employee access 10% of companies have employee policies
  • 10. Bad news for old methods 95% don’t trust advertising ($426 billion wasted) 92% don’t trust what companies say about themselves 91% don’t trust companies to act in their best interests
  • 11. However… 33% of social media users believe companies are interested in them 93% of social media users believe organizations should have a presence 85% want organizations to interact with customers using social media 78% believe word of mouth from “similar others”
  • 12. -- McKinsey & Company
  • 13. The end of an era
  • 14.  
  • 15. However… 58% believe companies aren’t engaged because of lack of leadership support
  • 16. The right conversations?
    • Product and Marketing? 
    • Social Responsibility? 
    ¾ of Americans unhappy with how companies are engaging them on business issues.
    • If companies did, people would…
    • Buy their products
    • Be more loyal
    • Recommend the company
  • 17. Relationships vs. weak ties
  • 18.  
  • 19.  
  • 20. Unprepared
  • 21.  
  • 22.  
  • 23.  
  • 24. Social media everywhere
  • 25.  
  • 26.  
  • 27.  
  • 28.  
  • 29.  
  • 30.  
  • 31.  
  • 32. Mobile
  • 33.  
  • 34. Employees engaged in Social CRM
  • 35. The “rationale” for blocking
    • Productivity
    • Loose lips
    • IT security
    • Bandwidth
  • 36. The Case for Open Access
  • 37. Social CRM Customer Service Reps Process-centric Contact management Community management Period engagement Sustained engagement Simple transactions Complex relationships All employees engaged Conversation-centric
  • 38.  
  • 39.  
  • 40.  
  • 41. Mining employees’ social graphs
    • Recruiting
    • Brand & product evangelism
    • Culture & values
    • Subject matter expertise
    • Better decision-making through SMPGs
    • Market intelligence
    • Crowdsourcing
  • 42.  
  • 43. Faster, more coordinated activism
  • 44.  
  • 45.  
  • 46. The real-time web & redefining “news”
  • 47.  
  • 48.  
  • 49.  
  • 50. Transparency
  • 51.  
  • 52.  
  • 53. Advertising drives social
  • 54.  
  • 55.  
  • 56. More engagement
  • 57. New social technologies
    • Location-based services
    • Augmented reality
  • 58.  
  • 59. Copyright applies to this document – some rights reserved. This work is licensed under a Creative Commons Attribution-non commercial-share alike 3.0 license http://creativecommons.org/licenses/by-nc-sa/3.0 Questions?
    • Shel Holtz, ABC
      • Phone: 415.367.3820
      • Email: [email_address]
      • Web: www.holtz.com
      • Blog: blog.holtz.com
      • Podcast: www.forimmediaterelease.biz
      • Skype: shelholtz
      • Twitter: @shelholtz
      • FriendFeed: shelholtz
      • 2 nd Life: Shel Witte