2. launch of our new facility in amsterdam
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3. 2 Billion people on the net worldwide
475M people in Europe on the Internet
15M people in the Netherlands (90%)
Source: Internet World Stats, 2010 and Forrester, 2010
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4. and Internet use is growing..
Internet use is now the same as TV
13 hours a week
Source: Microsoft, 2009
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5. social web dominates behavior
Share of Time Share of Time % Change in
Rank Subcategory
June 2010 June 2009 Share of Time
1 Social Networks 22.7% 15.8% 43%
2 Online Games 10.2% 9.3% 10%
3 E-mail 8.3% 11.5% -28%
4 Portals 4.4% 5.5% -19%
5 Instant Messaging 4.0% 4.7% -15%
6 Videos/Movies 3.9% 3.5% 12%
7 Search 3.5% 3.4% 1%
8 Software Manufacturers 3.3% 3.3% 0%
9 Multi-category Entertainment 2.8% 3.0% -7%
10 Classifieds/Auctions 2.7% 2.7% -2%
Other 34.3% 37.3% -8%
Source: The Nielsen Company
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6. consumers moving from static to real-time social
Source: global web index, annual report 2011
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7. trust is eroding
Scored 4 or 5 on a 5 point scale where Social Network Contact
5 = strongly trust. Microblog Contact
Television Blogger
Newspaper Radio
47.5%
+8% +16% +21%
2.5% 3%
Source: global web index, annual report 2011
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8. consumers want brands to entertain them
Q. How do you want a brand to act towards you?
Provide you
Keep you Improve your Connect you w/interesting life Be part of your Help organize Talk to me like a
Entertain you informed knowledge with people experiences daily routine your life real person
16-24
25-34
35-44
45-54
55-64
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9. one compelling truth
Your customer has changed.
Competing for their attention and
earning their trust requires a new
approach.
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10. customers are now...
Connected Empowered Impatient
10+ hours/week in social media Average Facebook user: 130 friends 74% expect a response from a
Average Twitter user: 300 followers company online. In one hour.
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11. so what brands have done
56% had a page in 2010. 60% used Twitter in 2010.
Only 35% of F500 keep their
Twitter accounts up to date.
Source: Dartmouth Department of Research, 2011
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13. the social web is big and confusing
Consumers engage in an
increasing variety of ways
Crowded & confusing landscape
Brands not sure how to best
engage their consumers online
in a way that delivers results
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Source: Brian Solis, 2010
14. we are beyond fragmented social experiments
+ lots of fans in a short time
+ low upfront investment
+ can check the social box
- low level of engagement
- unmanageable at scale
- siloed interactions
your
company
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15. brands need a unified social strategy
+ build lasting competitive asset
+ deeper engagement
+ drive real business results
your
- greater upfront costs
- more marketing required community
- more planning required
your
company
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16. done right, social can drive huge benefits
Lasting relationships
Authentic
Engagement
Measurable results
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17. this is not just a technology problem
technology alone technology + expertise
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19. to build a base of superfans
Krypto
PhD, Insect Toxicology and
Blackberry specialist
Answered over 4,000 questions
Thanked by over 1,700 people
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20. delivering real success
$20M saved in call deflection
Positive sentiment ▲ by 300%
Negative sentiment ▼ by 50%
300% increase in search engine
placement for top keywords
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23. lithium social customer suite
lithium lithium lithium business
commerce service awareness solutions
forums rich profiles
lithium
community
blogs mobile customer
ideas reputation
platform video apis engagement
customer intelligence social media
center
community insights
monitoring analytics
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24. social success builds over time
support roi emerges
word of mouth programs
readiness
Pre-Launch
launch potential emerging launch VIP
negativity superfans areas
diminishes
institute loyalty
community outbound to the social web
programs
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