This document is a presentation about social media and its importance. It discusses how social media has led to an explosion of online conversations as people increasingly share information about themselves, their interests and connections. This level of sharing and connectivity between people all over the world has created unprecedented opportunities for real-time interaction at scale. However, the document emphasizes that social media is most meaningful and influential when it facilitates genuine human relationships and conversations, rather than one-sided advertising. It suggests that customer service and caring about people will become primary competitive factors as the online world increasingly brings people together and supports real relationships.

1. If we all did the things we arecapable of doing we wouldliterally astound ourselves. Thomas Alva Edison

2. What Goes Around Comes Around (1/3) Engaging with your customers in the digital world

3. Topics WHAT & WHYWhat is social media, why is it important?http://www.slideshare.net/mannepanne/what-goes-around-comes-around-13 TRENDSHow is social media changing consumer behaviour?http://www.slideshare.net/mannepanne/what-goes-around-comes-around-23 GETTING INVOLVEDGrowing with social media, practical advicehttp://www.slideshare.net/mannepanne/what-goes-around-comes-around-33

4. Culture changes, and business has to change with it or die. Gary VaynerchukThe Thank You Economy WHAT & WHY

5. Social networks are not new... WHAT & WHY

6. Social networks are not new... WHAT & WHY

7. ...an explosion of conversation... WHAT & WHY

8. ...now the web itself is social! WHAT & WHY

9. ...now the web itself is social! WHAT & WHY

10. ...now the web itself is social! WHAT & WHY

11. We choose to be ourselves... WHAT & WHY

13. My interests

14. My friends

15. Where I am

16. Who I am with

17. ...WHAT & WHY

18. This technological change connects people all over the world, in real time... ...at an unprecedented scale! WHAT & WHY

19. Simple tweets, smart connection WHAT & WHY

20. Simple tweets, smart connection WHAT & WHY

21. Simple tweets, smart connection WHAT & WHY

22. Simple tweets, smart connection WHAT & WHY

23. Simple tweets, smart connection WHAT & WHY

24. Simple tweets, smart connection By Nancy Colasurdo WHAT & WHY

25. A new type of media: earned Paid: TV, print, radio, web banners, bill boards, micro sites Earned: Social media is shaped by your fans Published using channels owned by others. Aimed to customers considering your type of product, or those not previously exposed to your brand. Conversation by and with fans, advocates, and critics. LONG TERM! Owned: Own website, newsletters SHORT TERM EFFECT Conversation can happen everywhere, with or without your participation! Often aimed towards existing customers. Supports paid media with additional information, SEO, purchases. WHAT & WHY

26. Social media can scale one-to-onecustomer service interactions to make ita cost-effective marketing tool! WHAT & WHY

27. The customer decision journey WHAT & WHY

28. CDJ: Double Whammy Effect! Whammy 1: Sincere customer care can build relationships that won’t easily be broken by advertising or discounts. Whammy 2: Loyal customers who advocate your product influence their friends, who care a lot about trusted recommendations when evaluating options. WHAT & WHY

29. Care first, sell second! WHAT & WHY

31. The web is no longer just technical links between websites, it truly connects people and supports real relationships

32. Customer care will be the number one competitive factor in our ever more connected worldWikipedia: “media for social interaction, using highly accessible and scalable communication techniques” WHAT & WHY

33. Thank you! Twitter: @manne http://www.hultberg.org Part one of three, see the other parts on current trends and how to get started with social media in my Slideshare feed: Part 1, Part 2, Part 3