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Salesforce Foundation 410,000+ Hours Service % $40+ Million GrantsTime • Equity • Product 16,000 Non-profit Organizations
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
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 • 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
En dialog behöver en plattform – och ett sätt att trackadata Turn insights to actions and connections to customers for life.
#UnitedBrokeMyGuitar – the power of social• What do YOU think? – complete this survey while I speak • https://www.surveymonkey.com/s/VF2DSSS
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 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!)
Examples of good and bad experiencesThey were on it ... seconds after no responsemy post I got a response
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
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.
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
Social Hub and SalesIdentify potential leads andopportunitiesTrack sentiment andinfluencersConnect contacts with socialposts and content in real-time
Social Hub and Customer ServiceAutomate Case andContact CreationPrepare Knowledgefor Common QuestionsRespond via ServiceCloud directly on Twitterand FacebookMeasure Social KPIs withdashboards and reports inSalesforce