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Web forumsocialairlines


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Den sosiale dialogen med kunden - præsentation på Webforum 2013 i Oslo

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Web forumsocialairlines

  1. 1. Den sosiale dialogen med kunden… eller #UnitedBrokeMyGuitarElisabeth Bitsch-Christensen @echristensen42
  2. 2. S. O. C. I. A. L.
  3. 3. S.O.C.I.A.L.• S incere• O pen• C ollaborative• I nterested• A uthentic• L ikeable•
  4. 4. Safe HarborSafe harbor statement under the Private Securities Litigation Reform Act of 1995:This presentation may contain forward-looking statements that involve risks, uncertainties, and assumptions. If any suchuncertainties materialize or if any of the assumptions proves incorrect, the results of, inc. could differmaterially from the results expressed or implied by the forward-looking statements we make. All statements other thanstatements of historical fact could be deemed forward-looking, including any projections of product or service availability,subscriber growth, earnings, revenues, or other financial items and any statements regarding strategies or plans ofmanagement for future operations, statements of belief, any statements concerning new, planned, or upgraded services ortechnology developments and customer contracts or use of our services.The risks and uncertainties referred to above include – but are not limited to – risks associated with developing anddelivering new functionality for our service, new products and services, our new business model, our past operating losses,possible fluctuations in our operating results and rate of growth, interruptions or delays in our Web hosting, breach of oursecurity measures, the outcome of any litigation, risks associated with completed and any possible mergers andacquisitions, the immature market in which we operate, our relatively limited operating history, our ability to expand, retain,and motivate our employees and manage our growth, new releases of our service and successful customer deployment, ourlimited history reselling products, and utilization and selling to larger enterprise customers. Furtherinformation on potential factors that could affect the financial results of, inc. is included in our annual reporton Form 10-K for the most recent fiscal year and in our quarterly report on Form 10-Q for the most recent fiscal quarter.These documents and others containing important disclosures are available on the SEC Filings section of the InvestorInformation section of our Web site.Any unreleased services or features referenced in this or other presentations, press releases or public statements are notcurrently available and may not be delivered on time or at all. Customers who purchase our services should make thepurchase decisions based upon features that are currently available., inc. assumes no obligation and doesnot intend to update these forward-looking statements.
  5. 5. Salesforce Foundation 410,000+ Hours Service % $40+ Million GrantsTime • Equity • Product 16,000 Non-profit Organizations
  6. 6.
  7. 7. graph2013/
  8. 8. #SocialAirlines
  9. 9. 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.
  10. 10. 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
  11. 11. Let’s challenge an airline• Grupp 1: twittra en fråga till ett av följande flygbolag: • KLM – SAS – Air France – Lufthansa – British Airways – Qantas – Norwegian...• Grupp 2: Ställ en fråga till flygbolagen på Facebook• Grupp 3: skicka ett mejl/posta en fråga till • • • •
  12. 12. Under tiden berättar jag en liten historia
  13. 13. The overall theme is: CONNECTED salesforce architectureAny Social App Sales Service Marketing Back-end Systems Network Exchange AppExchange Apps Chatter Chatter Communities ERP Finance Any System Heroku Touch Salesforce Platform Data Model Multi-tenant Infrastructure
  14. 14. En dialog behöver en plattform – och ett sätt att trackadata Turn insights to actions and connections to customers for life.
  15. 15. #UnitedBrokeMyGuitar – the power of social• What do YOU think? – complete this survey while I speak •
  16. 16. Hello customer, where are you?
  17. 17. Airlines – and their use of Twitter
  18. 18. Airlines – and their use of Twitter
  19. 19. Vem gör vad och gör de det bra?
  20. 20. 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..
  21. 21. Examples of good and bad experiences s quick and they helped best as they They remained d. Not better, but a lot faster than anonymous and did not entional channels. KLM even have the authority to acted me proactively when I tweeted resolve my compliant.ut a delayed flight without mentioning (They apologize endlesslym. as if I really care!)
  22. 22. Examples of good and bad experiencesThey were on it ... seconds after no responsemy post I got a response
  23. 23. Social Listening: Listen At Social Scale Listen to over 400 million social sources Get actionable insight in real time Uncover marketing, service and sales opportunities. 1.2 Social media users around the globe. billion
  24. 24. CRM Integration: Align Sales, Service & Marketing Build social customer profiles Executive s Route social insight across your Sales company Marketing Listen at social scale and speed R&D Service Recruitin g 82% Adult Internet users are reached by social media.
  26. 26. Community Manager
  27. 27. Community Manager
  28. 28. Community Manager Service
  29. 29. Community Manager Marketing Service
  30. 30. Community Manager Marketing Sales Service
  31. 31. Community Manager Marketing Sales Service
  32. 32. Community Manager Marketing Sales Service
  33. 33. Community Manager Marketing Sales Service
  34. 34. Social Hub and MarketingIdentify fans automatically andbuild social profilesAdd social contacts to existingcampaignsEnable social focus groups,measure audience reaction andsocial metrics in real-timeTransform a passive audienceinto a community of advocates
  35. 35. Social Hub and SalesIdentify potential leads andopportunitiesTrack sentiment andinfluencersConnect contacts with socialposts and content in real-time
  36. 36. Social Hub and Customer ServiceAutomate Case andContact CreationPrepare Knowledgefor Common QuestionsRespond via ServiceCloud directly on Twitterand FacebookMeasure Social KPIs withdashboards and reports inSalesforce