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Salesforce Foundation 410,000+ Hours Service % $40+ Million GrantsTime • Equity • Product 16,000 Non-profit Organizations
Flexible: Find, Evaluate & Install Apps For Your Business Leading Cloud Ecosystem 1,700+ Apps 1.5M Installs
Let’s challenge an airline• Grupp 1: twittra en fråga till ett av följande flygbolag: • KLM – SAS – Air France – Lufthansa – British Airways – Qantas• Grupp 2: Ställ en fråga till flygbolagen på Facebook• Grupp 3: skicka ett mejl/posta en fråga till • http://mysasidea.flysas.net/?wt.ac=kontakt_form_idea • https://www.britishairways.com/travel/custrelform/public/sv_se • http://www.klm.com/travel/se_sv/index.htm • http://www.qantas.com.au/travel/airlines/contacts/global/en
The overall theme is: CONNECTED salesforce architectureAny Social App Sales Service Marketing Work.com Back-end Systems Network Exchange Data.com AppExchange Apps Chatter Chatter Communities ERP Finance Any System Force.com Heroku Touch Salesforce Platform Data Model Multi-tenant Infrastructure
Putting it All Together through the Social Command Centre PERFORMANCE PERFORMANCE DATA & INSIGHTS DATA & INSIGHTS Command Center Force.com Heroku ENTERPRISE INNOVATION EXPERIENCE INNOVATION INNOVATION PROCESSES DASHBOARDS ENGAGEMENT PERFORMANCE DATA & INSIGHTS, RAPID IN-MARKET TESTING AND EXPERIMENTATIONInnovationCloud SOCIAL MOBILE OPEN DIVERSE COLLABORATIVE EFFICIENT BORDERLESS
Companies Disconnected from their Customers Your Customers, Employees, and Is Your Company Connected? Partners are Connected…
The Computing Revolution: New Ways to Connect with Customers Local Cloud Social TouchSocial Touch Local Big Data Identity Ecosystem CommunityNew ways New ways to New ways to New ways to New ways to New ways to New ways toto connect use apps find customers discover insight share data share apps collaborate Cloud Computing News ways to connect everything
JDPower and Associates 2013 Social MediaBenchmark Study• 67% of US consumers have used a company’s social media site for servicing • Only 33% for social marketing• Younger consumers (43%) are more likely to use social customer service than 50+ (18%) • Still calling• Not surprisingly, highly satisfied customers are more likely to buy (87%)N=23,000 US consumers
Best performing airlines in the JDPower study Service Marketing Datasift analysis JetBlue Delta Airlines JetBlue Service Airways Response rate: 69% Delta Service Response Rate = 2% Southwest Southwest Airlines Airlines Virgin Virgin America America WestJet
Do airlines service customers everywhere? We checked. - 100,000 tweets over 1 month - 33 different airlines worldwidelooking for where people mentioned an airlines twitter handle,or the airline replied back to a person.
Europe gets it – US based airlines don’t14000 100% 90%12000 80%10000 70% 60% 8000 50% 6000 40% 4000 30% 20% 2000 10% 0 0% Customer Mentions Response Rate
High flyers and their approach to socialinteractions
High flyers and their approach to socialinteractions
High flyers and their approach to socialinteractions – my favourite
Examples of good and bad experiencesDelta supporting helped Alitalia after being kept onme out on 8 DM:s on the tarmac for an hour atTwitter - Great Support Linate. No responseand experience.
Examples of good and bad experiencesReached out in public and Poor turnaround time forwith DM, supplied great reply; did not resolveservice situation in the end..
Examples of good and bad experiencess quick and they helped best as they They remainedd. Not better, but a lot faster than anonymous and did not entional channels. KLM even have the authority toacted me proactively when I tweeted resolve my compliant. t a delayed flight without mentioning (They apologize endlessly . as if I really care!)
Examples of good and bad experiencesThey were on it ... seconds after no responsemy post I got a response