Social Media

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The importance of conversations in Social Media

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Social Media

  1. 1. CAN YOU HEAR THE SOCIAL MEDIA CONVERSATION?<br />
  2. 2. Markets are conversations.<br />The Cluetrain Manifesto <br />
  3. 3. However…<br />Only 38% of companies gather insight from customer engagements<br />Only 32% look for ways to turn problems into new sales opportunities<br />Only 17% use the opportunity to identify & cultivate potential customer champions and advocates<br />Only 1 in 5 embrace intelligent Internet analytics<br />
  4. 4. Bottom Line?<br />Nearly two –thirds of companies are not finding their customers’ voice<br />
  5. 5. Companies need to have <br />Engaging Conversations<br />with employees and clients<br />
  6. 6. Why?<br />Duh.<br />Maintaining customer happiness and loyalty comes from listening to where and how customers are talking<br />
  7. 7. 4 ways communicating with markets has changed<br />
  8. 8. 1.<br />Technology has given us power. <br />Time of the passive masses has passed.<br />
  9. 9. 2.<br />People are talking but not everyone is ACTIVELY listening<br />
  10. 10. 3. We don’t want to be talked at but rather talked to<br />
  11. 11. 4. New ways of communicating inside and outside organizations don’t exactly mesh with the corporate norm <br />
  12. 12. Social media don’t make the conversations, <br />they support it<br />
  13. 13. Acknowledgments<br />http://www.destinationcrm.com/articles/Web-Exclusives/Viewpoints/Can-You-Hear-the-Social-Media-Conversation-56361.aspx<br />http://www.slideshare.net/themoleskin/crucial-conversations-in-social-media<br />http://www.slideshare.net/themoleskin/crucial-conversations-in-social-media<br />

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