! Business Networking (90m Users)! Resumes + Accomplishments + Skills + Recommendations ! Professionals ! Executives! Company Profiles! Groups (Discussions)! Events
! Micro-Blogging! 140 Char (SMS)! Stream of Information (Real-Time) ! Dip in and Take what you want ! Great search capabilities ! Live event commenting
! 3rd Largest Country ! 1st in knowing its Citizens ! No Democracy! People are Narcissistic and Voyeurs! Privacy or Transparency?! National Social Networks will fade away! The web gets pulled in ! Social Logins ! ‘Like’ anything
! Companies need to Listen! ! Listen to what is said about your Brand ! And React!! Institute Corporate-Wide Listening ! Define a ‘Listening Policy’ ! Select suitable tools ! Involve all staff
! 93% of Americans believe a company should have a social media presence! 85% believe a company should be active with customers in social media! 56% feel a stronger connection with companies they interact with in social media Cone Business, Sept 2008
! Who is out there?! What do they say?! Where are they?! When do I hear them?! What matters most?! What do customers expect?! What can I do better?! How am I contributing?
! Effective social listening is not just technical, it is also a cultural and business process issue ! Involve the whole organization ! Loosely integrate with CRM! Appoint Chief Listening Officer ! Educate ! Set Policies ! Enforce! Listening & Response Platform
! FUD: Fear – Uncertainty – Doubt ! Denial ! Privacy Concerns ! Identity Theft ! Under Age Kids
! The Old way: ! First research on the Internet ! Then Buy in Store (or Online)! The New way: ! Research while in the Store ! Look for Reviews ! From Friends!
! The Old Way: ! Use Targeting to Convince! The New Way: ! Use Human Engagement to Drive Preference and Loyalty
! Retain Customers! Acquire Customers! Reputation Management! Customer Service (in Public)! Public Relations! Exceed Expectations
! Appoint A Chief Listening Officer! Listen with a purpose! Think enterprise! Don’t try to boil the ocean! Stand on the shoulders of giants! Embrace the change