SlideShare a Scribd company logo

Lithium Telecom Social CXP in 2013

•
•
Lithium
Lithium
1 of 28
Download to read offline
64% saw call volumes go down in 2012—twice the global average #1 in: • Use of Social to Drive Business Impact—65% • Use of Social to Transform the Customer Experience—73% • Drive conversion through owned social hubs—64% • Enlist customers to help other customers (social support)—82% • Enlist customers to share ideas (social innovation)—82% social goals and strategies spread evenly across the business
Lithium Telecom Social CXP in 2013
Lithium Telecom Social CXP in 2013
Lithium Telecom Social CXP in 2013
Lithium Telecom Social CXP in 2013
Lithium Telecom Social CXP in 2013
Lithium Telecom Social CXP in 2013
Lithium Telecom Social CXP in 2013
Lithium Telecom Social CXP in 2013
Lithium Telecom Social CXP in 2013
Lithium Telecom Social CXP in 2013
Lithium Telecom Social CXP in 2013
Lithium Telecom Social CXP in 2013
Lithium Telecom Social CXP in 2013

Recommended

SXSWi
SXSWiSXSWi
SXSWiNancy Goedeke
 
The Telecom Industry on Social Media
The Telecom Industry on Social MediaThe Telecom Industry on Social Media
The Telecom Industry on Social MediaUnmetric
 
Parco regionale Esperia
Parco regionale EsperiaParco regionale Esperia
Parco regionale EsperiaLoreto Grimaldi
 
EvoluçãO Da Pesquisa Em Aleitamento Materno
EvoluçãO Da Pesquisa Em Aleitamento MaternoEvoluçãO Da Pesquisa Em Aleitamento Materno
EvoluçãO Da Pesquisa Em Aleitamento MaternoBiblioteca Virtual
 
Delayed Breastfeeding Initiation Increases Risk Of Neonatal Mortality
Delayed Breastfeeding Initiation Increases Risk Of Neonatal MortalityDelayed Breastfeeding Initiation Increases Risk Of Neonatal Mortality
Delayed Breastfeeding Initiation Increases Risk Of Neonatal MortalityBiblioteca Virtual
 
The Global Strategy On Infant And Young Child Feeding
The Global Strategy On Infant And Young Child FeedingThe Global Strategy On Infant And Young Child Feeding
The Global Strategy On Infant And Young Child FeedingBiblioteca Virtual
 
Testwise.v13
Testwise.v13Testwise.v13
Testwise.v13henharas
 
Success Of Strategies For Combining Employment And Breastfeeding
Success Of Strategies For Combining Employment And BreastfeedingSuccess Of Strategies For Combining Employment And Breastfeeding
Success Of Strategies For Combining Employment And BreastfeedingBiblioteca Virtual
 

Recommended

SXSWi
SXSWiSXSWi
SXSWiNancy Goedeke
 
The Telecom Industry on Social Media
The Telecom Industry on Social MediaThe Telecom Industry on Social Media
The Telecom Industry on Social MediaUnmetric
 
Parco regionale Esperia
Parco regionale EsperiaParco regionale Esperia
Parco regionale EsperiaLoreto Grimaldi
 
EvoluçãO Da Pesquisa Em Aleitamento Materno
EvoluçãO Da Pesquisa Em Aleitamento MaternoEvoluçãO Da Pesquisa Em Aleitamento Materno
EvoluçãO Da Pesquisa Em Aleitamento MaternoBiblioteca Virtual
 
Delayed Breastfeeding Initiation Increases Risk Of Neonatal Mortality
Delayed Breastfeeding Initiation Increases Risk Of Neonatal MortalityDelayed Breastfeeding Initiation Increases Risk Of Neonatal Mortality
Delayed Breastfeeding Initiation Increases Risk Of Neonatal MortalityBiblioteca Virtual
 
The Global Strategy On Infant And Young Child Feeding
The Global Strategy On Infant And Young Child FeedingThe Global Strategy On Infant And Young Child Feeding
The Global Strategy On Infant And Young Child FeedingBiblioteca Virtual
 
Testwise.v13
Testwise.v13Testwise.v13
Testwise.v13henharas
 
Success Of Strategies For Combining Employment And Breastfeeding
Success Of Strategies For Combining Employment And BreastfeedingSuccess Of Strategies For Combining Employment And Breastfeeding
Success Of Strategies For Combining Employment And BreastfeedingBiblioteca Virtual
 
Acceptable Medical Reasons For Use Of Breast Milk Substitutes
Acceptable Medical Reasons For Use Of Breast Milk SubstitutesAcceptable Medical Reasons For Use Of Breast Milk Substitutes
Acceptable Medical Reasons For Use Of Breast Milk SubstitutesBiblioteca Virtual
 
Do Baby Friendly Hospitals Influence Breastfeeding Duration On A
Do Baby Friendly Hospitals Influence Breastfeeding Duration On ADo Baby Friendly Hospitals Influence Breastfeeding Duration On A
Do Baby Friendly Hospitals Influence Breastfeeding Duration On ABiblioteca Virtual
 
fast track.to - Meanwhile behind the Great Firewall
fast track.to - Meanwhile behind the Great Firewallfast track.to - Meanwhile behind the Great Firewall
fast track.to - Meanwhile behind the Great FirewallJuha Lassila
 
Management Of Major Depression During Pregnancy
Management Of Major Depression During PregnancyManagement Of Major Depression During Pregnancy
Management Of Major Depression During PregnancyBiblioteca Virtual
 
What Do the Asserts in a Unit Test Tell Us About Code Quality? (CSMR2013)
What Do the Asserts in a Unit Test Tell Us About Code Quality? (CSMR2013)What Do the Asserts in a Unit Test Tell Us About Code Quality? (CSMR2013)
What Do the Asserts in a Unit Test Tell Us About Code Quality? (CSMR2013)Maurício Aniche
 
90 10 Principle
90 10 Principle90 10 Principle
90 10 Principlesara morakabi
 
Pluto
PlutoPluto
Plutopatriciapunte
 
Cim 20100601 jun_2010
Cim 20100601 jun_2010Cim 20100601 jun_2010
Cim 20100601 jun_2010Carlos Alberto Bonatto
 
The Evidence For Breastfeeding
The Evidence For BreastfeedingThe Evidence For Breastfeeding
The Evidence For BreastfeedingBiblioteca Virtual
 
Clinical And Field Studies Of Human Lactation Methodological Considerations
Clinical And Field Studies Of Human Lactation Methodological ConsiderationsClinical And Field Studies Of Human Lactation Methodological Considerations
Clinical And Field Studies Of Human Lactation Methodological ConsiderationsBiblioteca Virtual
 
Rowan High School (test PP)
Rowan High School (test PP)Rowan High School (test PP)
Rowan High School (test PP)Geminiasp
 
Chisholm Gallery/ Steeplechase Series 2
Chisholm Gallery/ Steeplechase Series 2Chisholm Gallery/ Steeplechase Series 2
Chisholm Gallery/ Steeplechase Series 2Chisholm Gallery, LLC ~ Polo + Sporting Art Specialits
 
The Transfer Of Drugs And Other Chemicals Into Human Milk
The Transfer Of Drugs And Other Chemicals Into Human MilkThe Transfer Of Drugs And Other Chemicals Into Human Milk
The Transfer Of Drugs And Other Chemicals Into Human MilkBiblioteca Virtual
 
Wonderful World Of Window Treatments
Wonderful World Of Window TreatmentsWonderful World Of Window Treatments
Wonderful World Of Window TreatmentsDECDEN
 
Kennedy & Bouvier
Kennedy & Bouvier Kennedy & Bouvier
Kennedy & Bouvier Chisholm Gallery, LLC ~ Polo + Sporting Art Specialits
 
The Transfer Of Drugs And Other Chemicals Into Human Breast Milk
The Transfer Of Drugs And Other Chemicals Into Human Breast MilkThe Transfer Of Drugs And Other Chemicals Into Human Breast Milk
The Transfer Of Drugs And Other Chemicals Into Human Breast MilkBiblioteca Virtual
 
Снижение затрат на лицензирование, установку и обновление ПО, а также расход ...
Снижение затрат на лицензирование, установку и обновление ПО, а также расход ...Снижение затрат на лицензирование, установку и обновление ПО, а также расход ...
Снижение затрат на лицензирование, установку и обновление ПО, а также расход ...Michael Kozloff
 
Убьют ли Облака традиционную ВидеоКонференцСвязь (ВКС)?
Убьют ли Облака традиционную ВидеоКонференцСвязь (ВКС)?Убьют ли Облака традиционную ВидеоКонференцСвязь (ВКС)?
Убьют ли Облака традиционную ВидеоКонференцСвязь (ВКС)?Michael Kozloff
 
Lenmana Island Travel Special
Lenmana Island Travel SpecialLenmana Island Travel Special
Lenmana Island Travel SpecialGeminiasp
 
Basic textminingrm
Basic textminingrmBasic textminingrm
Basic textminingrmVeli Bahçeci
 
How Customer Communities Power Word-of-Mouth Marketing
How Customer Communities Power Word-of-Mouth MarketingHow Customer Communities Power Word-of-Mouth Marketing
How Customer Communities Power Word-of-Mouth MarketingLithium
 
Technology management in the age of the customer
Technology management in the age of the customerTechnology management in the age of the customer
Technology management in the age of the customerLithium
 

More Related Content

Viewers also liked

Acceptable Medical Reasons For Use Of Breast Milk Substitutes
Acceptable Medical Reasons For Use Of Breast Milk SubstitutesAcceptable Medical Reasons For Use Of Breast Milk Substitutes
Acceptable Medical Reasons For Use Of Breast Milk SubstitutesBiblioteca Virtual
 
Do Baby Friendly Hospitals Influence Breastfeeding Duration On A
Do Baby Friendly Hospitals Influence Breastfeeding Duration On ADo Baby Friendly Hospitals Influence Breastfeeding Duration On A
Do Baby Friendly Hospitals Influence Breastfeeding Duration On ABiblioteca Virtual
 
fast track.to - Meanwhile behind the Great Firewall
fast track.to - Meanwhile behind the Great Firewallfast track.to - Meanwhile behind the Great Firewall
fast track.to - Meanwhile behind the Great FirewallJuha Lassila
 
Management Of Major Depression During Pregnancy
Management Of Major Depression During PregnancyManagement Of Major Depression During Pregnancy
Management Of Major Depression During PregnancyBiblioteca Virtual
 
What Do the Asserts in a Unit Test Tell Us About Code Quality? (CSMR2013)
What Do the Asserts in a Unit Test Tell Us About Code Quality? (CSMR2013)What Do the Asserts in a Unit Test Tell Us About Code Quality? (CSMR2013)
What Do the Asserts in a Unit Test Tell Us About Code Quality? (CSMR2013)Maurício Aniche
 
The Evidence For Breastfeeding
The Evidence For BreastfeedingThe Evidence For Breastfeeding
The Evidence For BreastfeedingBiblioteca Virtual
 
Clinical And Field Studies Of Human Lactation Methodological Considerations
Clinical And Field Studies Of Human Lactation Methodological ConsiderationsClinical And Field Studies Of Human Lactation Methodological Considerations
Clinical And Field Studies Of Human Lactation Methodological ConsiderationsBiblioteca Virtual
 
Rowan High School (test PP)
Rowan High School (test PP)Rowan High School (test PP)
Rowan High School (test PP)Geminiasp
 
The Transfer Of Drugs And Other Chemicals Into Human Milk
The Transfer Of Drugs And Other Chemicals Into Human MilkThe Transfer Of Drugs And Other Chemicals Into Human Milk
The Transfer Of Drugs And Other Chemicals Into Human MilkBiblioteca Virtual
 
Wonderful World Of Window Treatments
Wonderful World Of Window TreatmentsWonderful World Of Window Treatments
Wonderful World Of Window TreatmentsDECDEN
 
The Transfer Of Drugs And Other Chemicals Into Human Breast Milk
The Transfer Of Drugs And Other Chemicals Into Human Breast MilkThe Transfer Of Drugs And Other Chemicals Into Human Breast Milk
The Transfer Of Drugs And Other Chemicals Into Human Breast MilkBiblioteca Virtual
 
Снижение затрат на лицензирование, установку и обновление ПО, а также расход ...
Снижение затрат на лицензирование, установку и обновление ПО, а также расход ...Снижение затрат на лицензирование, установку и обновление ПО, а также расход ...
Снижение затрат на лицензирование, установку и обновление ПО, а также расход ...Michael Kozloff
 
Убьют ли Облака традиционную ВидеоКонференцСвязь (ВКС)?
Убьют ли Облака традиционную ВидеоКонференцСвязь (ВКС)?Убьют ли Облака традиционную ВидеоКонференцСвязь (ВКС)?
Убьют ли Облака традиционную ВидеоКонференцСвязь (ВКС)?Michael Kozloff
 
Lenmana Island Travel Special
Lenmana Island Travel SpecialLenmana Island Travel Special
Lenmana Island Travel SpecialGeminiasp
 

Viewers also liked (20)

Acceptable Medical Reasons For Use Of Breast Milk Substitutes
Acceptable Medical Reasons For Use Of Breast Milk SubstitutesAcceptable Medical Reasons For Use Of Breast Milk Substitutes
Acceptable Medical Reasons For Use Of Breast Milk Substitutes
 
Do Baby Friendly Hospitals Influence Breastfeeding Duration On A
Do Baby Friendly Hospitals Influence Breastfeeding Duration On ADo Baby Friendly Hospitals Influence Breastfeeding Duration On A
Do Baby Friendly Hospitals Influence Breastfeeding Duration On A
 
fast track.to - Meanwhile behind the Great Firewall
fast track.to - Meanwhile behind the Great Firewallfast track.to - Meanwhile behind the Great Firewall
fast track.to - Meanwhile behind the Great Firewall
 
Management Of Major Depression During Pregnancy
Management Of Major Depression During PregnancyManagement Of Major Depression During Pregnancy
Management Of Major Depression During Pregnancy
 
What Do the Asserts in a Unit Test Tell Us About Code Quality? (CSMR2013)
What Do the Asserts in a Unit Test Tell Us About Code Quality? (CSMR2013)What Do the Asserts in a Unit Test Tell Us About Code Quality? (CSMR2013)
What Do the Asserts in a Unit Test Tell Us About Code Quality? (CSMR2013)
 
90 10 Principle
90 10 Principle90 10 Principle
90 10 Principle
 
Pluto
PlutoPluto
Pluto
 
Cim 20100601 jun_2010
Cim 20100601 jun_2010Cim 20100601 jun_2010
Cim 20100601 jun_2010
 
The Evidence For Breastfeeding
The Evidence For BreastfeedingThe Evidence For Breastfeeding
The Evidence For Breastfeeding
 
Clinical And Field Studies Of Human Lactation Methodological Considerations
Clinical And Field Studies Of Human Lactation Methodological ConsiderationsClinical And Field Studies Of Human Lactation Methodological Considerations
Clinical And Field Studies Of Human Lactation Methodological Considerations
 
Rowan High School (test PP)
Rowan High School (test PP)Rowan High School (test PP)
Rowan High School (test PP)
 
Chisholm Gallery/ Steeplechase Series 2
Chisholm Gallery/ Steeplechase Series 2Chisholm Gallery/ Steeplechase Series 2
Chisholm Gallery/ Steeplechase Series 2
 
The Transfer Of Drugs And Other Chemicals Into Human Milk
The Transfer Of Drugs And Other Chemicals Into Human MilkThe Transfer Of Drugs And Other Chemicals Into Human Milk
The Transfer Of Drugs And Other Chemicals Into Human Milk
 
Wonderful World Of Window Treatments
Wonderful World Of Window TreatmentsWonderful World Of Window Treatments
Wonderful World Of Window Treatments
 
Kennedy & Bouvier
Kennedy & Bouvier Kennedy & Bouvier
Kennedy & Bouvier
 
The Transfer Of Drugs And Other Chemicals Into Human Breast Milk
The Transfer Of Drugs And Other Chemicals Into Human Breast MilkThe Transfer Of Drugs And Other Chemicals Into Human Breast Milk
The Transfer Of Drugs And Other Chemicals Into Human Breast Milk
 
Снижение затрат на лицензирование, установку и обновление ПО, а также расход ...
Снижение затрат на лицензирование, установку и обновление ПО, а также расход ...Снижение затрат на лицензирование, установку и обновление ПО, а также расход ...
Снижение затрат на лицензирование, установку и обновление ПО, а также расход ...
 
Убьют ли Облака традиционную ВидеоКонференцСвязь (ВКС)?
Убьют ли Облака традиционную ВидеоКонференцСвязь (ВКС)?Убьют ли Облака традиционную ВидеоКонференцСвязь (ВКС)?
Убьют ли Облака традиционную ВидеоКонференцСвязь (ВКС)?
 
Lenmana Island Travel Special
Lenmana Island Travel SpecialLenmana Island Travel Special
Lenmana Island Travel Special
 
Basic textminingrm
Basic textminingrmBasic textminingrm
Basic textminingrm
 

More from Lithium

How Customer Communities Power Word-of-Mouth Marketing
How Customer Communities Power Word-of-Mouth MarketingHow Customer Communities Power Word-of-Mouth Marketing
How Customer Communities Power Word-of-Mouth MarketingLithium
 
Technology management in the age of the customer
Technology management in the age of the customerTechnology management in the age of the customer
Technology management in the age of the customerLithium
 
Financial Services Firms Claim the CX Advantage
Financial Services Firms Claim the CX Advantage Financial Services Firms Claim the CX Advantage
Financial Services Firms Claim the CX Advantage Lithium
 
FSI- Claim the Customer Experience Now
FSI- Claim the Customer Experience Now FSI- Claim the Customer Experience Now
FSI- Claim the Customer Experience Now Lithium
 
Lithium serious social response copy
Lithium serious social response copyLithium serious social response copy
Lithium serious social response copyLithium
 
Hey, Financial Services - Get Serious About Social, or Get Spanked!
Hey, Financial Services - Get Serious About Social, or Get Spanked!Hey, Financial Services - Get Serious About Social, or Get Spanked!
Hey, Financial Services - Get Serious About Social, or Get Spanked!Lithium
 
Lithium whitepaper: Hey, Tech! Get Serious About Social Customer Enlistment
Lithium whitepaper: Hey, Tech! Get Serious About Social Customer EnlistmentLithium whitepaper: Hey, Tech! Get Serious About Social Customer Enlistment
Lithium whitepaper: Hey, Tech! Get Serious About Social Customer EnlistmentLithium
 
The 4 Gears from The Science of Social 2
The 4 Gears from The Science of Social 2 The 4 Gears from The Science of Social 2
The 4 Gears from The Science of Social 2 Lithium
 
Lithium Get Serious About Online Communities
Lithium Get Serious About Online CommunitiesLithium Get Serious About Online Communities
Lithium Get Serious About Online CommunitiesLithium
 
#SeriousAboutSocial Webcast
#SeriousAboutSocial Webcast#SeriousAboutSocial Webcast
#SeriousAboutSocial WebcastLithium
 
Social Business Advantage
Social Business AdvantageSocial Business Advantage
Social Business AdvantageLithium
 
Forrester Case Study: Giffgaff uses co-creation to build a differentiated mob...
Forrester Case Study: Giffgaff uses co-creation to build a differentiated mob...Forrester Case Study: Giffgaff uses co-creation to build a differentiated mob...
Forrester Case Study: Giffgaff uses co-creation to build a differentiated mob...Lithium
 
Get Serious About Social Customer Engagement
Get Serious About Social Customer EngagementGet Serious About Social Customer Engagement
Get Serious About Social Customer EngagementLithium
 
Get Serious About Social Customer Care
Get Serious About Social Customer Care Get Serious About Social Customer Care
Get Serious About Social Customer Care Lithium
 
Superfans
Superfans Superfans
Superfans Lithium
 
Best Practices Ideation
Best Practices IdeationBest Practices Ideation
Best Practices IdeationLithium
 
MarketingProfs 2012 State of Social Media
MarketingProfs 2012 State of Social Media MarketingProfs 2012 State of Social Media
MarketingProfs 2012 State of Social Media Lithium
 
Gold in Them Hills: Computing ROI for Support Communities
Gold in Them Hills: Computing ROI for Support CommunitiesGold in Them Hills: Computing ROI for Support Communities
Gold in Them Hills: Computing ROI for Support CommunitiesLithium
 
Building Customer Networks for Successful Word of Mouth Marketing
Building Customer Networks for Successful Word of Mouth MarketingBuilding Customer Networks for Successful Word of Mouth Marketing
Building Customer Networks for Successful Word of Mouth MarketingLithium
 
Telesperience customer-experience-benchmark-2013 asi8-d3sd
Telesperience customer-experience-benchmark-2013 asi8-d3sdTelesperience customer-experience-benchmark-2013 asi8-d3sd
Telesperience customer-experience-benchmark-2013 asi8-d3sdLithium
 

More from Lithium (20)

How Customer Communities Power Word-of-Mouth Marketing
How Customer Communities Power Word-of-Mouth MarketingHow Customer Communities Power Word-of-Mouth Marketing
How Customer Communities Power Word-of-Mouth Marketing
 
Technology management in the age of the customer
Technology management in the age of the customerTechnology management in the age of the customer
Technology management in the age of the customer
 
Financial Services Firms Claim the CX Advantage
Financial Services Firms Claim the CX Advantage Financial Services Firms Claim the CX Advantage
Financial Services Firms Claim the CX Advantage
 
FSI- Claim the Customer Experience Now
FSI- Claim the Customer Experience Now FSI- Claim the Customer Experience Now
FSI- Claim the Customer Experience Now
 
Lithium serious social response copy
Lithium serious social response copyLithium serious social response copy
Lithium serious social response copy
 
Hey, Financial Services - Get Serious About Social, or Get Spanked!
Hey, Financial Services - Get Serious About Social, or Get Spanked!Hey, Financial Services - Get Serious About Social, or Get Spanked!
Hey, Financial Services - Get Serious About Social, or Get Spanked!
 
Lithium whitepaper: Hey, Tech! Get Serious About Social Customer Enlistment
Lithium whitepaper: Hey, Tech! Get Serious About Social Customer EnlistmentLithium whitepaper: Hey, Tech! Get Serious About Social Customer Enlistment
Lithium whitepaper: Hey, Tech! Get Serious About Social Customer Enlistment
 
The 4 Gears from The Science of Social 2
The 4 Gears from The Science of Social 2 The 4 Gears from The Science of Social 2
The 4 Gears from The Science of Social 2
 
Lithium Get Serious About Online Communities
Lithium Get Serious About Online CommunitiesLithium Get Serious About Online Communities
Lithium Get Serious About Online Communities
 
#SeriousAboutSocial Webcast
#SeriousAboutSocial Webcast#SeriousAboutSocial Webcast
#SeriousAboutSocial Webcast
 
Social Business Advantage
Social Business AdvantageSocial Business Advantage
Social Business Advantage
 
Forrester Case Study: Giffgaff uses co-creation to build a differentiated mob...
Forrester Case Study: Giffgaff uses co-creation to build a differentiated mob...Forrester Case Study: Giffgaff uses co-creation to build a differentiated mob...
Forrester Case Study: Giffgaff uses co-creation to build a differentiated mob...
 
Get Serious About Social Customer Engagement
Get Serious About Social Customer EngagementGet Serious About Social Customer Engagement
Get Serious About Social Customer Engagement
 
Get Serious About Social Customer Care
Get Serious About Social Customer Care Get Serious About Social Customer Care
Get Serious About Social Customer Care
 
Superfans
Superfans Superfans
Superfans
 
Best Practices Ideation
Best Practices IdeationBest Practices Ideation
Best Practices Ideation
 
MarketingProfs 2012 State of Social Media
MarketingProfs 2012 State of Social Media MarketingProfs 2012 State of Social Media
MarketingProfs 2012 State of Social Media
 
Gold in Them Hills: Computing ROI for Support Communities
Gold in Them Hills: Computing ROI for Support CommunitiesGold in Them Hills: Computing ROI for Support Communities
Gold in Them Hills: Computing ROI for Support Communities
 
Building Customer Networks for Successful Word of Mouth Marketing
Building Customer Networks for Successful Word of Mouth MarketingBuilding Customer Networks for Successful Word of Mouth Marketing
Building Customer Networks for Successful Word of Mouth Marketing
 
Telesperience customer-experience-benchmark-2013 asi8-d3sd
Telesperience customer-experience-benchmark-2013 asi8-d3sdTelesperience customer-experience-benchmark-2013 asi8-d3sd
Telesperience customer-experience-benchmark-2013 asi8-d3sd
 

Lithium Telecom Social CXP in 2013

  • 1.
  • 2.
  • 3.
  • 4.
  • 5.
  • 6.
  • 7.
  • 8.
  • 9.
  • 10.
  • 11.
  • 12.
  • 13.
  • 14.
  • 15. 64% saw call volumes go down in 2012—twice the global average #1 in: • Use of Social to Drive Business Impact—65% • Use of Social to Transform the Customer Experience—73% • Drive conversion through owned social hubs—64% • Enlist customers to help other customers (social support)—82% • Enlist customers to share ideas (social innovation)—82% social goals and strategies spread evenly across the business