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Shel Holtz


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Shel Holtz

  1. 1. The State and Future of Social Media Shel Holtz, ABC
  2. 2. Everyone is social
  3. 4. Business is engaging
  4. 5. Let’s stop calling it “social” media After all, all media are social
  5. 6. The state of social media is…
  6. 7. We can’t agree on… <ul><li>Definition </li></ul><ul><li>Metrics </li></ul><ul><li>Ownership/structure </li></ul>
  7. 8. We haven’t figured out… <ul><li>Strategy </li></ul><ul><li>Roles </li></ul><ul><li>Fragmentation </li></ul>
  8. 9. 82% of brand managers are using social media 54% of companies block employee access 10% of companies have employee policies
  9. 10. Bad news for old methods 95% don’t trust advertising ($426 billion wasted) 92% don’t trust what companies say about themselves 91% don’t trust companies to act in their best interests
  10. 11. However… 33% of social media users believe companies are interested in them 93% of social media users believe organizations should have a presence 85% want organizations to interact with customers using social media 78% believe word of mouth from “similar others”
  11. 12. -- McKinsey & Company
  12. 13. The end of an era
  13. 15. However… 58% believe companies aren’t engaged because of lack of leadership support
  14. 16. The right conversations? <ul><li>Product and Marketing?  </li></ul><ul><li>Social Responsibility?  </li></ul>¾ of Americans unhappy with how companies are engaging them on business issues. <ul><li>If companies did, people would… </li></ul><ul><li>Buy their products </li></ul><ul><li>Be more loyal </li></ul><ul><li>Recommend the company </li></ul>
  15. 17. Relationships vs. weak ties
  16. 20. Unprepared
  17. 24. Social media everywhere
  18. 32. Mobile
  19. 34. Employees engaged in Social CRM
  20. 35. The “rationale” for blocking <ul><li>Productivity </li></ul><ul><li>Loose lips </li></ul><ul><li>IT security </li></ul><ul><li>Bandwidth </li></ul>
  21. 36. The Case for Open Access
  22. 37. Social CRM Customer Service Reps Process-centric Contact management Community management Period engagement Sustained engagement Simple transactions Complex relationships All employees engaged Conversation-centric
  23. 41. Mining employees’ social graphs <ul><li>Recruiting </li></ul><ul><li>Brand & product evangelism </li></ul><ul><li>Culture & values </li></ul><ul><li>Subject matter expertise </li></ul><ul><li>Better decision-making through SMPGs </li></ul><ul><li>Market intelligence </li></ul><ul><li>Crowdsourcing </li></ul>
  24. 43. Faster, more coordinated activism
  25. 46. The real-time web & redefining “news”
  26. 50. Transparency
  27. 53. Advertising drives social
  28. 56. More engagement
  29. 57. New social technologies <ul><li>Location-based services </li></ul><ul><li>Augmented reality </li></ul>
  30. 59. Copyright applies to this document – some rights reserved. This work is licensed under a Creative Commons Attribution-non commercial-share alike 3.0 license Questions? <ul><li>Shel Holtz, ABC </li></ul><ul><ul><li>Phone: 415.367.3820 </li></ul></ul><ul><ul><li>Email: [email_address] </li></ul></ul><ul><ul><li>Web: </li></ul></ul><ul><ul><li>Blog: </li></ul></ul><ul><ul><li>Podcast: </li></ul></ul><ul><ul><li>Skype: shelholtz </li></ul></ul><ul><ul><li>Twitter: @shelholtz </li></ul></ul><ul><ul><li>FriendFeed: shelholtz </li></ul></ul><ul><ul><li>2 nd Life: Shel Witte </li></ul></ul>