Get Serious About Social:Own the Social CustomerExperiencePrelini Udayan-ChiechiDirector, EMEA Marketing@prelini
a year on… (invisible children)                                  @prelini
the dawn of themobile, social andincrediblyempoweredcustomer                     @prelini
shifting attitudes to social media                                       95%                                       61%    ...
social to rise above the crossfire                                     @prelini
@prelini
social charity rankingSource: MDG Advertising Infographic from nonprofitsocialnetworksurvey.com, onlinegivingstudy.org, bl...
the power ofthe crowd 87%                                                         trust peer                              ...
a year on… (invisible children)Source: MDG Advertising Infographic from nonprofitsocialnetworksurvey.com, onlinegivingstud...
addressing the crowd                       @prelini
growth of owned communities                   2012 Charity Social Index, published by Visceral Business                   ...
social brings complexitieswho do I engage and how?   how do I manage and scale?                    how do I measure the im...
social journey roadmap                                                                                       transform    ...
Community members are 5x more likely to takean action, whether it’s making an advocacy call,a donation, or attending a fun...
key takeaways1.   follow your head not the herd2.   own it don’t outsource it3.   get out of the silo, get into a strategy...
we’re lithiumwe make software that powersthe social customer experience“it is not the strongest ofthe species that survive...
QuestionsPrelini Udayan-Chiechi@prelini
Get serious about social: own the social experience | Prelini Udayan-Chiechi – Director, EMEA Marketing at Lithium Technol...
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Get serious about social: own the social experience | Prelini Udayan-Chiechi – Director, EMEA Marketing at Lithium Technologie

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Get serious about social: own the social experience | Prelini Udayan-Chiechi – Director, EMEA Marketing at Lithium Technologie

  1. 1. Get Serious About Social:Own the Social CustomerExperiencePrelini Udayan-ChiechiDirector, EMEA Marketing@prelini
  2. 2. a year on… (invisible children) @prelini
  3. 3. the dawn of themobile, social andincrediblyempoweredcustomer @prelini
  4. 4. shifting attitudes to social media 95% 61% of the CEOs reported that they must exhibit "customer obsession" source: IBM Institute for Business Value , CEO Report 2010 & 2012, CMO council 2011 @prelini
  5. 5. social to rise above the crossfire @prelini
  6. 6. @prelini
  7. 7. social charity rankingSource: MDG Advertising Infographic from nonprofitsocialnetworksurvey.com, onlinegivingstudy.org, blackbaud.com, unfoundation.org, philanthropy.com, npengage.com, mashable.com,sharethis.com, crowdsourcing.org @prelini
  8. 8. the power ofthe crowd 87% trust peer 90% recommendations trust 14% advertising - Nielsen customers who engage with companies over social media are more loyal and spend up to 40 percent more -Bain & Company, 2011 confidential
  9. 9. a year on… (invisible children)Source: MDG Advertising Infographic from nonprofitsocialnetworksurvey.com, onlinegivingstudy.org, blackbaud.com, unfoundation.org, philanthropy.com, npengage.com, mashable.com,sharethis.com, crowdsourcing.org @prelini
  10. 10. addressing the crowd @prelini
  11. 11. growth of owned communities 2012 Charity Social Index, published by Visceral Business @prelini
  12. 12. social brings complexitieswho do I engage and how? how do I manage and scale? how do I measure the impact? Reach Social Social Business Intelligence Software Buzz Engagement Participation Social Scoring Blogging Platforms Transaction Advocacy Social TV Mobile Apps Community of marketers 41% Platforms surveyed had no proven ROI of social initiatives @prelini
  13. 13. social journey roadmap transform your experience prove the business value guide listen engage the conversation on existing networksto understand harness the power of transform the overallunderstand the respond in existing create an owned hub your crowd to drive customer experiencesocial customer social channels impact @prelini
  14. 14. Community members are 5x more likely to takean action, whether it’s making an advocacy call,a donation, or attending a fundraising event. Mike Bolino Managing Director, Digital Marketing, American Diabetes Association improve SEO 48% of community traffic arrives through organic search results, a 8x improvement increase loyalty and return frequency 30% of community members visit over 10 times/month New Product Mrketing
  15. 15. key takeaways1. follow your head not the herd2. own it don’t outsource it3. get out of the silo, get into a strategy4. stop dabbling, commit5. drop the fluffy metrics6. don’t campaign, sustain @prelini
  16. 16. we’re lithiumwe make software that powersthe social customer experience“it is not the strongest ofthe species that survive,nor the most intelligent, butthe one most responsive tochange” Charles Darwin @prelini
  17. 17. QuestionsPrelini Udayan-Chiechi@prelini

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