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Comment interagir avec un nouveau genre de client - conférencier Mme Clara Shih
 

Comment interagir avec un nouveau genre de client - conférencier Mme Clara Shih

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    Comment interagir avec un nouveau genre de client - conférencier Mme Clara Shih Comment interagir avec un nouveau genre de client - conférencier Mme Clara Shih Presentation Transcript

    • Business in The Facebook Era
      Preparing for a New Kind of Customer Relationship
      Clara Shih
      CEO, Hearsay Labs &
      Author, The Facebook Era
      7 April 2010
    • Follow along
      @clarashih
      #CRIM2010
      http://facebook.com/thefacebookera
    • Welcome to The Facebook Era
      facebook
      400M users
      22B minutes a day
      linkedin
      & twitter
      50M each
      Is email dead??
    • Facebook isn’t just for kids anymore
    • Social media is a top focus for business
      73.5% of companies consider social media a top priority for 2010.
      —CMO Survey, February 2010
    • The Four Pillars
      Facebook Apps Facebook Pages Facebook Ads Twitter
    • Today
      Psychology of Facebook
      Exciting Possibilities for Business
    • the psychology of facebook
    • Facebook has become the template for our online identity
    • Facebook Connect extends identity across the Web
    • Meanwhile, user expectations have changed
    • Facebook and Twitter are radically new modes of communication
      follow me
    • the exciting opportunities for business
    • Hypertargeted marketing improves conversions
    • Faceconnector: bringing social to CRM
      First business application on Facebook – developed by Todd Perry and me in 2007
    • Facebook and Twitter “automate” word of mouth (News Feed)
    • People trust friends most
    • You can even order pizza on Facebook!
    • Evolving our metrics
      Social CLV =CLVold
      + Word-of-mouth referrals
      + Customer support cost savings
      + Sales resulting from idea contributions
    • Thanks and stay in touch
      Clara Shih
      CEO, Hearsay Labs
      clara@hearsaylabs.com
      Featured in New York Times & Selling Power
      Used as a textbook at Harvard Business School