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Ssocial media & customer service

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My keynote presentation of April 12 2011 at the Interactive Intelligence EMEA Partner Conference in Lisbon.

My keynote presentation of April 12 2011 at the Interactive Intelligence EMEA Partner Conference in Lisbon.

It's about why the future of marketing lies in customer service...

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    Ssocial media & customer service Ssocial media & customer service Presentation Transcript

    • Social Media & Customer Service Interactive Intelligence EMEA Partner Conference12 April 2011 John Meulemans
    • GOODMORNING
    • SOCIAL STRATEGY & CONCEPTS, SPEAKER, BLOGGER.
    • QUESTION: PUT YOUR HANDS UP IF YOU USE...
    • LINKEDIN
    • FACEBOOK
    • FOURSQUARE
    • TWITTER
    • #inin @j0hn#inin @j0hn
    • MEET DAVE
    • AGENDAMEET DAVE
    • “UNITED BREAKS GUITARS”
    • ESTIMATED COSTS FOR UNITED $180M
    • NOWADAYSTHIS COULD HAPPEN TO ANY BRAND
    • AND IF IT AIN’TYOUR CUSTOMERS
    • IT’S YOUR PERSONNEL
    • SOCIAL MEDIA & CUSTOMER SERVICE.
    • AGENDA
    • SOCIAL MEDIALANDSCAPE
    • THE PROBLEM WITH SOCIAL MEDIA
    • 6 REASONSTO EMBRACE SOCIAL ESPECIALLY YOU!
    • TRENDSAND SOME OTHER PREDICTIONS Kudo’s to @armano, @mzkagan & @owyang
    • SOCIALMEDIALANDSCAPE
    • TIME FOR SOME ACTION
    • SOCIAL MEDIALANDSCAPE QUIZ
    • Question 1: Which answer is true?a) 40% is older than 35b) 50% logs in every dayc) Average time per visit is 20 minutesd) 70% of the users are non-USe) All of the above
    • Question 2: 34 hours of video is being uploaded each...a) Dayb) Hourc) Minute
    • Question 3: The number of pictures on Flickr?a) 3Bb) 5Bc) 30B
    • Question 4: What do Lostpedia, Wookiepediaand Trivialibrary have in common?a) Developed by brandsb) Episodes of Lostc) Wiki’s
    • My favorite wiki
    • Question 5: What’s the average number of tweets per day?a) 5.000.000b) 10.000.000c) 45.000.000d) 90.000.000
    • Question 6: Which Foursquare stats are correct? a) 99% checks in at least once b) 79% checks in at a minimum of 25 venues c) 77% checks in more than 30 times a month d) All of the abovePS: 8 M users in April 2011. Growth now 1M users per month.
    • For the die-hards still standing! What’s the number of Facebook users worldwide? 600+M If Facebook were a country, it would be the...? 3rd biggest country in the world What’s the average number of tweets per second? 750 (with a 3.085 record during a game of Lakers - Celtics) What’s the number of video’s watched on Youtube per day? 100 million How many Wikipedia articles are there? 14 million
    • What do all these examples have in common?It’s about sharingPeople connect and exchange informationA new culture of sharing ‘information’:1: Worldwide growth of the internet population2: Massive growth in use of social networking3: Increase of sharing in general
    • RESULTS: A NEW REALITY OF TRANSPARENCY WHY IS THIS INTERESTING?
    • THE PROBLEM WITHSOCIALMEDIA
    • SO WHY DO SO MANYSOCIAL MEDIA INITIATIVES FAIL?
    • HORSELESS CARRIAGE SYNDROME
    • DEFINITIE? 30 maart 2011
    • [definition] Websites where people connect andexchange information in order to get what they want from each other.
    • Visie op social
    • Websites where people connect and exchange information in order to get what they want from each other.Wait a minute... isn’t that....
    • THE INTERWEBS? A.K.A. THE SOCIAL WEB.
    • BECAUSE THE TECHNOLOGYTHAT MAKES SOCIAL MEDIA SOCIAL IS EVERYWHERE
    • DEFINITIEALMOST EVERY WEBSITE HAS ‘SHARE THIS’ BUTTONS. 30 maart 2011
    • SOCIAL EMAIL, VERY INTERESTING OPPORTUNITIES. 30 maart 2011
    • DEFINITIESOCIAL SEARCH +1 30 maart 2011
    • DEFINITIESOCIAL GOES MOBILE. 30 maart 2011
    • DEFINITIEFACEBOOK INTEGRATION OF PS3 AND XBOX. 30 maart 2011
    • SOCIAL ADS. 30 maart 2011
    • CONCLUSION:THE SOCIAL WEB IS EVERYWHERE, ALWAYS...
    • CAMPAIGNS STOP, CONVERSATIONS DON’T.
    • SOCIAL IS STRUCTURAL CAMPAIGNS ARE ACTIVATIONS
    • SOCIAL MEDIA: A MARKETING & SALES EFFORT?
    • R&D IT HR PR SALES MARKETING CUSTOMER SERVICESOCIAL TOUCHES ALL OF THESE.
    • HUGE IMPACT ON SKILLS AND PROCESSES.
    • TELL ME AGAINWHY IS SOCIAL MEDIA SO INTERESTING?
    • 6 REASONSTO EMBRACESOCIAL
    • REASON 1SOCIAL NETWORKING 90% 10%9 out of 10 Internet users visited a socialnetworking site each month in 2010PEW Internet 2011
    • REASON 2TIME SPENT ONLINE 30% 25% 22,7% 20% 15% 10% 10,2% 8,3% 5% 0% SOCNETS GAMES E-MAILSocial networking is the most popularonline activityForrester 2010
    • REASON 3TRUSTThe problem with corporate communicationEdelman 2009
    • REASON 4INFLUENCERS 70% trusts experts above their friendsEdelman 2011
    • REASON 5SOCIAL DEMOCRATIZES COMMUNICATIONS
    • REASON 6 SOCIAL MEDIA IS WORD OF MOUTH ON STEROIDS
    • AND WHY IS THIS IMPORTANT FOR YOU?
    • IT’S ALL ABOUT...CUSTOMER SERVICE!
    • THERE IS NO CONTROL.ONLY THE IDEA OF CONTROL.
    • MAKE SURE WHAT THEY SAY ABOUT YOU IS POSITIVE.
    • WELCOME TO THE THANK YOU ECONOMY.
    • BE REMARKABLE: ZAPPOS GETS IT.
    • IT’S ABOUT GIVING.
    • SOLVING PROBLEMS.
    • >THE CUSTOMER WILL DO THE MARKETING FOR YOU.
    • EXTENDING CUSTOMER SERVICE.
    • AND THESE WEREONLY THE NEGATIVE EXPERIENCES!
    • FIND AMBASSADORS.FACILITATE & ACTIVATE THEM.
    • FIND INFLUENCERS. ENGAGE THEM. INVOLVE THEM.
    • FIND HOTSPOTS. INTEGRATE IN COMMUNICATION.
    • MONITORING SOLUTIONS PROVIDE INSIGHTS.
    • CUSTOMERS CAN ALSO HELP EACH OTHER.
    • SO LET ME REPEAT THE BASIC PRINCIPLES OFTHE SOCIAL WEB & CUSTOMER SERVICE
    • LET GO THE IDEA OF CONTROL YOU BETTER BE REMARKABLE, IT PAYS OFFRESPOND TO BOTH NEGATIVE AND POSITIVE POSTS YOU GIVE MORE, YOU GET MORE FOCUS ON INFLUENCERS DON’T FORGET AVERAGE JOE SCALE YOUR INITIATIVE WITH AMBASSADORS THE BASICS PRINCIPLES
    • CHECK.
    • TRENDSAND SOME OTHERPREDICTIONS
    • SOCIAL CRM: INTERACTIVE INTELLIGENCE + BUZZIENT & RIGHTNOW RADIAN6 & SALESFORCE.
    • CUSTOMER SUPPORT GETS ITS THANK YOU DEPARTMENT.
    • LOCATION, LOCATION, LOCATION...
    • GAMIFICATION: USE OF GAME THINKING AND GAME MECHANICS TO CREATE ENGAGEMENT AND SOLVE PROBLEMS.
    • DEFINITIEWE WILL CONTINUE TO SHARE MORE AND MORE. 30 maart 2011
    • SOONE MORETHING...
    • MORAL OF MY STORY TODAY IF YOU GO STAGE-DIVING...
    • MORAL OF MY STORY TODAY THE SOCIAL WEB IS NOT THE FUTURETHE FUTURE LIES IN CUSTOMER SERVICE
    • THANK YOU
    • QUESTIONS?
    • CONTACT Visit our website www.3sixtyfive.co Paolo Martorino +31 62 502 26 88 paolo@3sixtyfive.co John Meulemans +31 62 507 81 70 john@3sixtyfive.co Nicole Niemann +31 63 947 92 79 nicole@3sixtyfive.coPreso on slideshare.net/john