Major brands face challenges with social media including generating direct revenue and dealing with large volumes of customer feedback and content. While early social media practices worked well for small businesses and allowed basic interactions, the landscape has changed dramatically with over 600 million Facebook users and increased expectations from marketing professionals. Best practices that used to work, like targeted Facebook ads and live chat events, need to evolve as consumers and the social ecosystem change. Moving forward, companies must focus on being human-centered in their social approach by prioritizing customer needs over brands and allowing experimentation.

1. Marketing in the Post-Social Era Chris Treadaway March 9, 2011

2. My Journey

16. Major brands face two distinct issues with social media Generating revenue directly from the social channel Dealing with content best practices, the volume of customer feedback, the proliferation of social assets, and customer abuse Social Commerce Platform http://www.getlasso.com Social Content Monitoring & Data Mining http://www.getoutlaw.com Notice Technologies Products

17. Friends of Notice Technologies

18. The Post-Social Era

19. Then Now 150m Facebook users A “new” Facebook Mobile Early adopters had pages Facebook as another destination SMB dominated Simple “best practices” Not a serious marketing channel 600+ million Facebook users 200+ million mobile users EVERYONE has a Page Facebook as “social infrastructure” Massive intrusion by enterprises, brands Best practices less impact Higher expectations than ever from CMOs, marketing professionals The Post-Social Era

20. Facebook integration required Facebook apps, FBML No social plugins Custom code or blogging infrastructure required to allow comments Authentication was a chore (username/login) Dominated by Google, startups Not long ago…

22. ctreada@facebook.com E-mail accounts

23. http://www.insidefacebook.com/2011/03/08/insights-for-websites-demographics/ Outsource your stats to Facebook?

24. What are best practices?

25. Establish a presence Segment your audience as needed Create an “Editorial Calendar” to maintain social assets Have a “genuine conversation” Run targeted Facebook Ads – especially impressions What Used to Work

26. Rationalize social assets Effectively run contests & promotions Edgerank-optimized and “fan-only” content Live “chat” events Web sites + social plugins Real-time interaction & customer service Manage data and inject into workflows CPC advertising, if the cost is justified Effective & trackable landing pages What Does Work Today

27. The boss & his/her demands

30. What do we do about it?

32. Group purchasing deals have been attractive to consumers because of significant savings, but they leave a small % of revenue for the advertiser.

34. Increased competition means mainstream businesses have choices and are fatigued by the options & often unhappy with the business model

35. As a result, group purchasing providers are offering more deals from niche/long tail businesses that are less interesting to consumers

36. This will force the next evolution of local social commerce# of transactions per business Local 2008 Local 2011 Mainstream Niche/Long Tail Group Purchasing awakens SMBs

37. http://www.informationweek.com/news/smb/ebusiness/showArticle.jhtml?articleID=229300508

38. http://bit.ly/SMBFeedback SMB Satisfaction w/ Social Marketing

39. What SMBs use & like for marketing

40. 65 2 1 Comment/feedback volume What do Enterprises do?

41. Be human Respond to people & address problems Don’t hide the skeletons Manage the volume of content/comments Lead with customer need & not brand Integrate Facebook social plugins where possible Allow a culture of experimentation & serendipity Aim for ROI, but don’t make it a mandatory goal Wrong incentives short-term The war is long What I’d do in the Enterprise

42. Thank You! Chris Treadaway CEO, Notice Technologies chris@noticetechnologies.com ctreada@facebook.com Twitter @ctreada Facebook facebook.com/ctreada LinkedIn http://www.linkedin.com/in/christreadaway Book – bit.ly/facebook-mktg Deck -