Business in The Facebook Era<br />Preparing for a New Kind of Customer Relationship<br />Clara Shih<br />CEO, Hearsay Labs...
Follow along<br />@clarashih<br />#CRIM2010<br />http://facebook.com/thefacebookera<br />
Welcome to The Facebook Era<br />facebook<br />400M users<br />22B minutes a day<br />linkedin<br />& twitter<br />50M eac...
Facebook isn’t just for kids anymore<br />
Social media is a top focus for business<br />73.5% of companies consider social media a top priority for 2010.<br />—CMO ...
The Four Pillars<br />Facebook Apps	Facebook Pages	Facebook Ads	Twitter<br />
Today<br />Psychology of Facebook<br />Exciting Possibilities for Business<br />
the psychology of facebook<br />
Facebook has become the template for our online identity<br />
Facebook Connect extends identity across the Web<br />
Meanwhile, user expectations have changed<br />
Facebook and Twitter are radically new modes of communication<br />follow me<br />
the exciting opportunities for business<br />
Hypertargeted marketing improves  conversions<br />
Faceconnector: bringing social to CRM<br />First business application on Facebook – developed by Todd Perry and me in 2007...
Facebook and Twitter “automate” word of mouth (News Feed)<br />
People trust friends most<br />
You can even order pizza on Facebook!<br />
Evolving our metrics<br />Social CLV =CLVold<br />+  Word-of-mouth referrals<br />+  Customer support cost savings<br />+ ...
Thanks and stay in touch<br />Clara Shih<br />CEO, Hearsay Labs<br />clara@hearsaylabs.com<br />Featured in New York Times...
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Comment interagir avec un nouveau genre de client - conférencier Mme Clara Shih

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Comment interagir avec un nouveau genre de client - conférencier Mme Clara Shih

  1. 1. Business in The Facebook Era<br />Preparing for a New Kind of Customer Relationship<br />Clara Shih<br />CEO, Hearsay Labs &<br />Author, The Facebook Era<br />7 April 2010<br />
  2. 2. Follow along<br />@clarashih<br />#CRIM2010<br />http://facebook.com/thefacebookera<br />
  3. 3. Welcome to The Facebook Era<br />facebook<br />400M users<br />22B minutes a day<br />linkedin<br />& twitter<br />50M each<br />Is email dead??<br />
  4. 4. Facebook isn’t just for kids anymore<br />
  5. 5. Social media is a top focus for business<br />73.5% of companies consider social media a top priority for 2010.<br />—CMO Survey, February 2010<br />
  6. 6. The Four Pillars<br />Facebook Apps Facebook Pages Facebook Ads Twitter<br />
  7. 7. Today<br />Psychology of Facebook<br />Exciting Possibilities for Business<br />
  8. 8. the psychology of facebook<br />
  9. 9. Facebook has become the template for our online identity<br />
  10. 10. Facebook Connect extends identity across the Web<br />
  11. 11. Meanwhile, user expectations have changed<br />
  12. 12. Facebook and Twitter are radically new modes of communication<br />follow me<br />
  13. 13. the exciting opportunities for business<br />
  14. 14. Hypertargeted marketing improves conversions<br />
  15. 15. Faceconnector: bringing social to CRM<br />First business application on Facebook – developed by Todd Perry and me in 2007 <br />
  16. 16. Facebook and Twitter “automate” word of mouth (News Feed)<br />
  17. 17. People trust friends most<br />
  18. 18. You can even order pizza on Facebook!<br />
  19. 19. Evolving our metrics<br />Social CLV =CLVold<br />+ Word-of-mouth referrals<br />+ Customer support cost savings<br />+ Sales resulting from idea contributions<br />
  20. 20. Thanks and stay in touch<br />Clara Shih<br />CEO, Hearsay Labs<br />clara@hearsaylabs.com<br />Featured in New York Times & Selling Power<br />Used as a textbook at Harvard Business School<br />

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