#UnitedBrokeMyGuitarElisabeth Bitsch-Christensen   @echristensen42   www.echristensen42.com
S. O. C. I. A. L.
Safe HarborSafe harbor statement under the Private Securities Litigation Reform Act of 1995:This presentation may contain ...
Salesforce Foundation                          410,000+                          Hours Service           %                ...
Flexible: Find, Evaluate & Install Apps For Your Business      Leading Cloud Ecosystem      1,700+ Apps      1.5M Installs
Let’s challenge an airline• Grupp 1: twittra en fråga till ett av följande flygbolag:   • KLM – SAS – Air France – Lufthan...
Under tiden visar jag en liten film
The overall theme is: CONNECTED salesforce architectureAny Social                                                         ...
Putting it All Together through the Social   Command Centre                                  PERFORMANCE                  ...
Hello customer, where are          you?
Companies Disconnected from their Customers Your Customers, Employees, and                                  Is Your Compan...
The Computing Revolution: New Ways to Connect with Customers                                                     Local    ...
JDPower and Associates 2013 Social MediaBenchmark Study• 67% of US consumers have used a company’s social  media site for ...
#SocialAirlines
Best performing airlines in the JDPower study  Service     Marketing            Datasift analysis  JetBlue     Delta Airli...
Do airlines service customers everywhere? We checked.      - 100,000 tweets over 1 month      - 33 different airlines worl...
Europe gets it – US based airlines don’t14000                                                           100%              ...
Meanwhile, …
Airlines – and their use of Twitter
Airlines – and their use of Twitter
Vem gör vad och gör de det bra?
High flyers and their approach to socialinteractions
High flyers and their approach to socialinteractions
High flyers and their approach to socialinteractions – my favourite
Examples of good and bad experiencesDelta supporting helped    Alitalia after being kept onme out on 8 DM:s on        the ...
Examples of good and bad experiencesReached out in public and   Poor turnaround time forwith DM, supplied great     reply;...
Examples of good and bad experiencess quick and they helped best as they     They remainedd. Not better, but a lot faster ...
Examples of good and bad experiencesThey were on it ... seconds after   no responsemy post I got a response
SSMX SocialAirlines
SSMX SocialAirlines
SSMX SocialAirlines
SSMX SocialAirlines
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SSMX SocialAirlines

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SSMX SocialAirlines

  1. 1. #UnitedBrokeMyGuitarElisabeth Bitsch-Christensen @echristensen42 www.echristensen42.com
  2. 2. S. O. C. I. A. L.
  3. 3. Safe HarborSafe 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 suchuncertainties materialize or if any of the assumptions proves incorrect, the results of salesforce.com, inc. could differmaterially from the results expressed or implied by the forward-looking statements we make. All statements other thanstatements of historical fact could be deemed forward-looking, including any projections of product or service availability,subscriber growth, earnings, revenues, or other financial items and any statements regarding strategies or plans ofmanagement for future operations, statements of belief, any statements concerning new, planned, or upgraded services ortechnology 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 anddelivering new functionality for our service, new products and services, 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 oursecurity measures, the outcome of any litigation, risks associated with completed and any possible mergers andacquisitions, 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, ourlimited history reselling non-salesforce.com products, and utilization and selling to larger enterprise customers. Furtherinformation on potential factors that could affect the financial results of salesforce.com, inc. is included in our annual reporton Form 10-K for the most recent fiscal year and in our quarterly report on Form 10-Q for the most recent fiscal quarter.These documents and others containing important disclosures are available on the SEC Filings section of the InvestorInformation section of our Web site.Any unreleased services or features referenced in this or other presentations, press releases or public statements are notcurrently available and may not be delivered on time or at all. Customers who purchase our services should make thepurchase decisions based upon features that are currently available. Salesforce.com, inc. assumes no obligation and doesnot intend to update these forward-looking statements.
  4. 4. Salesforce Foundation 410,000+ Hours Service % $40+ Million GrantsTime • Equity • Product 16,000 Non-profit Organizations
  5. 5. Flexible: Find, Evaluate & Install Apps For Your Business Leading Cloud Ecosystem 1,700+ Apps 1.5M Installs
  6. 6. Let’s challenge an airline• Grupp 1: twittra en fråga till ett av följande flygbolag: • KLM – SAS – Air France – Lufthansa – British Airways – Qantas• Grupp 2: Ställ en fråga till flygbolagen på Facebook• Grupp 3: skicka ett mejl/posta en fråga till • http://mysasidea.flysas.net/?wt.ac=kontakt_form_idea • https://www.britishairways.com/travel/custrelform/public/sv_se • http://www.klm.com/travel/se_sv/index.htm • http://www.qantas.com.au/travel/airlines/contacts/global/en
  7. 7. Under tiden visar jag en liten film
  8. 8. The overall theme is: CONNECTED salesforce architectureAny Social App Sales Service Marketing Work.com Back-end Systems Network Exchange Data.com AppExchange Apps Chatter Chatter Communities ERP Finance Any System Force.com Heroku Touch Salesforce Platform Data Model Multi-tenant Infrastructure
  9. 9. Putting it All Together through the Social Command Centre PERFORMANCE PERFORMANCE DATA & INSIGHTS DATA & INSIGHTS Command Center Force.com Heroku ENTERPRISE INNOVATION EXPERIENCE INNOVATION INNOVATION PROCESSES DASHBOARDS ENGAGEMENT PERFORMANCE DATA & INSIGHTS, RAPID IN-MARKET TESTING AND EXPERIMENTATIONInnovationCloud SOCIAL MOBILE OPEN DIVERSE COLLABORATIVE EFFICIENT BORDERLESS
  10. 10. Hello customer, where are you?
  11. 11. Companies Disconnected from their Customers Your Customers, Employees, and Is Your Company Connected? Partners are Connected…
  12. 12. The Computing Revolution: New Ways to Connect with Customers Local Cloud Social TouchSocial Touch Local Big Data Identity Ecosystem CommunityNew ways New ways to New ways to New ways to New ways to New ways to New ways toto connect use apps find customers discover insight share data share apps collaborate Cloud Computing News ways to connect everything
  13. 13. JDPower and Associates 2013 Social MediaBenchmark Study• 67% of US consumers have used a company’s social media site for servicing • Only 33% for social marketing• Younger consumers (43%) are more likely to use social customer service than 50+ (18%) • Still calling• Not surprisingly, highly satisfied customers are more likely to buy (87%)N=23,000 US consumers
  14. 14. #SocialAirlines
  15. 15. Best performing airlines in the JDPower study Service Marketing Datasift analysis JetBlue Delta Airlines JetBlue Service Airways Response rate: 69% Delta Service Response Rate = 2% Southwest Southwest Airlines Airlines Virgin Virgin America America WestJet
  16. 16. Do airlines service customers everywhere? We checked. - 100,000 tweets over 1 month - 33 different airlines worldwidelooking for where people mentioned an airlines twitter handle,or the airline replied back to a person.
  17. 17. Europe gets it – US based airlines don’t14000 100% 90%12000 80%10000 70% 60% 8000 50% 6000 40% 4000 30% 20% 2000 10% 0 0% Customer Mentions Response Rate
  18. 18. Meanwhile, …
  19. 19. Airlines – and their use of Twitter
  20. 20. Airlines – and their use of Twitter
  21. 21. Vem gör vad och gör de det bra?
  22. 22. High flyers and their approach to socialinteractions
  23. 23. High flyers and their approach to socialinteractions
  24. 24. High flyers and their approach to socialinteractions – my favourite
  25. 25. Examples of good and bad experiencesDelta supporting helped Alitalia after being kept onme out on 8 DM:s on the tarmac for an hour atTwitter - Great Support Linate. No responseand experience.
  26. 26. Examples of good and bad experiencesReached out in public and Poor turnaround time forwith DM, supplied great reply; did not resolveservice situation in the end..
  27. 27. Examples of good and bad experiencess quick and they helped best as they They remainedd. Not better, but a lot faster than anonymous and did not entional channels. KLM even have the authority toacted me proactively when I tweeted resolve my compliant. t a delayed flight without mentioning (They apologize endlessly . as if I really care!)
  28. 28. Examples of good and bad experiencesThey were on it ... seconds after no responsemy post I got a response
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