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Social 2020 [APD @ Hootsuite's 'Future of Social', Sydney 231018]
- 1. Join the conversation with #FutureofSocial @hootbusiness
- 2. Social 2020 Sustained Competitive Advantages in a Hyperspeed World @Tim_Sharp
- 3. Proprietary&Confidential©APD2018 Three tweets outside George St, Sydney.
- 4. Proprietary&Confidential©APD2018 Three tweets outside George St, Sydney.
- 5. The big picture is that these are turbulent times.
- 7. Proprietary&Confidential©APD2018 Many of the world’s most influential brands/companies/platforms are just getting started.
- 8. ‘Social Media’ as we know it is (quite literally) entering it’s teenage years.
- 11. Proprietary&Confidential©APD2018 Some Businesses Have a Plan. Many Don’t.
- 13. [Source: Anchoring Customer Experience in the Social Experience - USA-based CMOs] https://hbr.org/sponsored/2017/04/anchoring-customer-experience-in-the-social-experience “A superior customer experience is important to our organisation’s success”. “Our organization has the tools and skills to deliver superior customer experiences.”
- 14. In times of change, one of your most valuable assets is a long- term point of view.
- 15. Proprietary&Confidential©APD2018 Social 2020: B2C Leadership Framework COMPETITIVE ADVANTAGE PRESENCE RELEVANCE EXPERIENCE INTEGRATIONMONETIZATION EVOLUTIONARY STAGE ACTIVATION TECHNICAL CAPABILITY CUSTOMER SERVICE CONTENT & ADVERTISING SYSTEMS & SERVICES 2006 - 2012 2012 - 2016 2016 - 2020
- 16. Proprietary&Confidential©APD2018 ‘Presence’ is about being there. EVOLUTIONARY STAGE ACTIVATION TECHNICAL CAPABILITY CUSTOMER SERVICE COMPETITIVE ADVANTAGE PRESENCE 2006 - 2012
- 17. Proprietary&Confidential©APD2018 ‘Relevance’ is about cutting through the noise. EVOLUTIONARY STAGE TECHNICAL CAPABILITY COMPETITIVE ADVANTAGE MONETIZATION CUSTOMER SERVICE CONTENT & ADVERTISING RELEVANCE 2012 - 2016
- 18. Proprietary&Confidential©APD2018 ‘Experience’ is about getting s#!t done. INTEGRATION EVOLUTIONARY STAGE TECHNICAL CAPABILITY CUSTOMER SERVICE CONTENT & ADVERTISING SYSTEMS & SERVICES COMPETITIVE ADVANTAGE EXPERIENCE 2016 - 2020
- 19. What do we actually mean by ‘Experience’? Beyond the buzzword.
- 25. Proprietary&Confidential©APD2018 Same Price. Who Do You Fly With?
- 27. But it’s not that simple. This is one vision of the ‘future’ It’s complicated.
- 29. The future of social is here to be written. But the most important single consideration for many businesses lies in data security. All organisations owe their customers a duty of care over personal information.
- 30. Ask: at what potential risk are we providing better customer experiences? Are we confident letting customer data flow directly through social media platforms and – if not – how will we get there?
- 31. Thank you.