A presentation from the Salesforce Dreamforce 2012 conference, showing how service is the new marketing. The presentation offers best practices for social support from Deloitte and from Symantec.
2020 Social Decoding The Social In Social CRM2020 Social
Slides from the 2020 Social workshop on Decoding the Social in Social CRM.
This deck has been used for the following workshops:
- Private workshop for a CRM product firm in India.
- Talk at Talisma Insights 2010.
Update history:
- March 2010
- June 2010
2020 Social Decoding The Social In Social CRM2020 Social
Slides from the 2020 Social workshop on Decoding the Social in Social CRM.
This deck has been used for the following workshops:
- Private workshop for a CRM product firm in India.
- Talk at Talisma Insights 2010.
Update history:
- March 2010
- June 2010
IBM Information Management - Efter stormen: Uppnå konkurrenskraft och sänkta ...IBM Sverige
En lärdom som kan dras av den finansiella krisen är att vi måste bli bättre på att förutse framtiden och planera nästa steg. IBM Cognos lösningar för beslutsstöd hjälper dig att använda och analysera affärsinformation för att få insikt i verksamheten och framtiden. Vi berättar hur du kan använda information tillsammans med avancerade analyser för att simulera olika strategier för framgång. Presentationen hålls på engelska av
Juha Teljo, Information Agenda Expert, IBM
Denna presentation hölls på ett seminariepass för Information Management under IBM Software Day 2010.
Listening and engaging in the digital marketing ageDell Social Media
A Forrester Consulting Thought Leadership Paper Commissioned By Dell. Companies Progress Their Customer-Centric Approaches And See Positive Business Outcomes
Embedding Social Media to Become a Better Business via TrainingDell Social Media
Liz Brown Bullock’s presentation to Marketing Science Institute on the importance of integrating social media within an organization through training your employees. Training is critical for both risk mitigation and empowering employees to be brand ambassadors. Liz drew on her experience of launching Dell’s Social Media and Community University and shares her insights on activating employees company wide.
Liz Brown Bullock, Director of Social Media & Community, Dell, shares the journey for Dell launching their social media training program, SMaC University, plus ten lessons learned from Dell’s training program. Presentation presented at Dreamforce 2012.
Comprehensive survey of the enterprise microsharing tools market from Pistachio Consulting. To download the full report, go to: http://pistachioconsulting.com/updating-comparison/
I completed this analysis of Twitter conversation traffic during a webinar hosted by HubSpot with salesforce.com during my MBA summer internship at salesforce. We used Radian6 to analyze the conversation and questions on Twitter.
Ernst & Youngin Liiketoiminnan lait -seminaari 14.2.2013 Helsingissä, Peter k...EY Finland
Turvallinen ja tehokas sosiaalinen media, Social media’s impact on a company’s operations, Peter Katko, Partner, Head of IP/IT Law, Ernst & Young Germany
We researched the 19 publicly announced enterprise microsharing applications and present them here side by side. We explain the significant differences and provide guidance on what to consider when selecting an application. This analysis constitutes the first attempt to define, compare, organize and analyze application players in the space, and can be used by companies to understand how to select appropriate microsharing solutions for their unique situations.
Social Revolution: Connecting with Today’s CustomerHubSpot
Salesforce.com’s George Hu and HubSpot’s Brian Halligan discuss how your organization can turn the social revolution into a competitive advantage. View the entire webinar: http://www.hubspot.com/new-webinar-revolutionize-sales-and-marketing/
IBM Information Management - Efter stormen: Uppnå konkurrenskraft och sänkta ...IBM Sverige
En lärdom som kan dras av den finansiella krisen är att vi måste bli bättre på att förutse framtiden och planera nästa steg. IBM Cognos lösningar för beslutsstöd hjälper dig att använda och analysera affärsinformation för att få insikt i verksamheten och framtiden. Vi berättar hur du kan använda information tillsammans med avancerade analyser för att simulera olika strategier för framgång. Presentationen hålls på engelska av
Juha Teljo, Information Agenda Expert, IBM
Denna presentation hölls på ett seminariepass för Information Management under IBM Software Day 2010.
Listening and engaging in the digital marketing ageDell Social Media
A Forrester Consulting Thought Leadership Paper Commissioned By Dell. Companies Progress Their Customer-Centric Approaches And See Positive Business Outcomes
Embedding Social Media to Become a Better Business via TrainingDell Social Media
Liz Brown Bullock’s presentation to Marketing Science Institute on the importance of integrating social media within an organization through training your employees. Training is critical for both risk mitigation and empowering employees to be brand ambassadors. Liz drew on her experience of launching Dell’s Social Media and Community University and shares her insights on activating employees company wide.
Liz Brown Bullock, Director of Social Media & Community, Dell, shares the journey for Dell launching their social media training program, SMaC University, plus ten lessons learned from Dell’s training program. Presentation presented at Dreamforce 2012.
Comprehensive survey of the enterprise microsharing tools market from Pistachio Consulting. To download the full report, go to: http://pistachioconsulting.com/updating-comparison/
I completed this analysis of Twitter conversation traffic during a webinar hosted by HubSpot with salesforce.com during my MBA summer internship at salesforce. We used Radian6 to analyze the conversation and questions on Twitter.
Ernst & Youngin Liiketoiminnan lait -seminaari 14.2.2013 Helsingissä, Peter k...EY Finland
Turvallinen ja tehokas sosiaalinen media, Social media’s impact on a company’s operations, Peter Katko, Partner, Head of IP/IT Law, Ernst & Young Germany
We researched the 19 publicly announced enterprise microsharing applications and present them here side by side. We explain the significant differences and provide guidance on what to consider when selecting an application. This analysis constitutes the first attempt to define, compare, organize and analyze application players in the space, and can be used by companies to understand how to select appropriate microsharing solutions for their unique situations.
Social Revolution: Connecting with Today’s CustomerHubSpot
Salesforce.com’s George Hu and HubSpot’s Brian Halligan discuss how your organization can turn the social revolution into a competitive advantage. View the entire webinar: http://www.hubspot.com/new-webinar-revolutionize-sales-and-marketing/
Raona - How to implement an effective social media strategy - isc_2012Pablo Peris
We all know the standard features that come with SharePoint 2010 but having the right functionalities doesn’t always mean to have the right strategy. In this session we will show you some examples that have been successful across several projects; including some customizations, twitter integration or new concepts that help adoption like “gamification”. Come to join us and let’s get social with SharePoint!
In February 2009, Vignette conducted a survey of 200 marketing executives on the subject of Social Media. The organizations surveyed know they need to utilize Social Media on their Web sites, but most are unsure how to implement a strategy.
This presentation by Gerardo Dada, senior director of product marketing for Vignette, explores a summary of trends captured in the survey as well as a step-by-step guide to implementing a successful Social Media strategy in your organization. The presentation also includes discussion on the state of Social Media today, what Web 2.0 means for your business and key strategies for successfully implementing Social Media in your organization.
Many large companies recognize the importance of social media tools but lack the vision on how to use them in conjunction with long-term initiatives and measure their effectiveness, according to a survey conducted by Vignette Corporation (NASDAQ: VIGN) in partnership with the Marketing Leadership Roundtable and the Corporate Executive Board. The results will be discussed in a June 10 Webcast presented by Vignette.
The survey collected almost 200 responses from companies with median revenue of $333 million. Fifty percent of the respondents work at companies that have 1,000 employees or more and 62 percent come from B2B organizations.
Cloudforce Sydney 2012 - Social Enterprise for Financial Services Scott Gunther
Gavin Jones and Lee Marshall of Salesforce's Financial Services Team present on how FinServ businesses need to transform into Social Enterprises. This deck also has some excellent case studies by Andrew Murrell of Commonwealth Bank of Australia (CBA) who is the General Manager Digital and Social Marketing, Scott Gunther, the Senior Manager, Proposition
Kann man mit Social CRM Geld verdienen? Erfahren Sie anhand von 17+1 Unternehmensbeispielen aus dem Geschaeftsalltag moegliche Ansaetze für Ihren persönlichen Geschaeftserfolg mit Social CRM.
A synopsis of our MQWorx session. These are run in conjunction with our industry partners to help raise the awareness and understanding of the possibility of mobile...
In "Winning the Social Media Super Bowl", Tristan Bishop (aka KnowledgeBishop) explains how executing on a social media strategy is much like coaching a football team. During this presentation, he compares Social Media marketing to offense and Social Customer Service to Defense.
Symantec’s Tristan Bishop (@KnowledgeBishop) describes the process the CTO Unified Content Strategy team put in place to to optimize Technical Communication. Through topic-based XML publishing, Symantec reduced L10n costs and increased knowledge access for customers. The unified content strategy is also proving to successfully increase self-service support.
Symantec's Tristan Bishop (@KnowledgeBishop) presents a vision in which Technical Writers become the conduit by which organizations communicate with the customer. In addition to creating product knowledge, these Knowledge Integrators will collect user-generated content, verify the accuracy, rebrand it, and redistribute it strategically.
Key Trends Shaping the Future of Infrastructure.pdfCheryl Hung
Keynote at DIGIT West Expo, Glasgow on 29 May 2024.
Cheryl Hung, ochery.com
Sr Director, Infrastructure Ecosystem, Arm.
The key trends across hardware, cloud and open-source; exploring how these areas are likely to mature and develop over the short and long-term, and then considering how organisations can position themselves to adapt and thrive.
Kubernetes & AI - Beauty and the Beast !?! @KCD Istanbul 2024Tobias Schneck
As AI technology is pushing into IT I was wondering myself, as an “infrastructure container kubernetes guy”, how get this fancy AI technology get managed from an infrastructure operational view? Is it possible to apply our lovely cloud native principals as well? What benefit’s both technologies could bring to each other?
Let me take this questions and provide you a short journey through existing deployment models and use cases for AI software. On practical examples, we discuss what cloud/on-premise strategy we may need for applying it to our own infrastructure to get it to work from an enterprise perspective. I want to give an overview about infrastructure requirements and technologies, what could be beneficial or limiting your AI use cases in an enterprise environment. An interactive Demo will give you some insides, what approaches I got already working for real.
Essentials of Automations: Optimizing FME Workflows with ParametersSafe Software
Are you looking to streamline your workflows and boost your projects’ efficiency? Do you find yourself searching for ways to add flexibility and control over your FME workflows? If so, you’re in the right place.
Join us for an insightful dive into the world of FME parameters, a critical element in optimizing workflow efficiency. This webinar marks the beginning of our three-part “Essentials of Automation” series. This first webinar is designed to equip you with the knowledge and skills to utilize parameters effectively: enhancing the flexibility, maintainability, and user control of your FME projects.
Here’s what you’ll gain:
- Essentials of FME Parameters: Understand the pivotal role of parameters, including Reader/Writer, Transformer, User, and FME Flow categories. Discover how they are the key to unlocking automation and optimization within your workflows.
- Practical Applications in FME Form: Delve into key user parameter types including choice, connections, and file URLs. Allow users to control how a workflow runs, making your workflows more reusable. Learn to import values and deliver the best user experience for your workflows while enhancing accuracy.
- Optimization Strategies in FME Flow: Explore the creation and strategic deployment of parameters in FME Flow, including the use of deployment and geometry parameters, to maximize workflow efficiency.
- Pro Tips for Success: Gain insights on parameterizing connections and leveraging new features like Conditional Visibility for clarity and simplicity.
We’ll wrap up with a glimpse into future webinars, followed by a Q&A session to address your specific questions surrounding this topic.
Don’t miss this opportunity to elevate your FME expertise and drive your projects to new heights of efficiency.
UiPath Test Automation using UiPath Test Suite series, part 3DianaGray10
Welcome to UiPath Test Automation using UiPath Test Suite series part 3. In this session, we will cover desktop automation along with UI automation.
Topics covered:
UI automation Introduction,
UI automation Sample
Desktop automation flow
Pradeep Chinnala, Senior Consultant Automation Developer @WonderBotz and UiPath MVP
Deepak Rai, Automation Practice Lead, Boundaryless Group and UiPath MVP
Slack (or Teams) Automation for Bonterra Impact Management (fka Social Soluti...Jeffrey Haguewood
Sidekick Solutions uses Bonterra Impact Management (fka Social Solutions Apricot) and automation solutions to integrate data for business workflows.
We believe integration and automation are essential to user experience and the promise of efficient work through technology. Automation is the critical ingredient to realizing that full vision. We develop integration products and services for Bonterra Case Management software to support the deployment of automations for a variety of use cases.
This video focuses on the notifications, alerts, and approval requests using Slack for Bonterra Impact Management. The solutions covered in this webinar can also be deployed for Microsoft Teams.
Interested in deploying notification automations for Bonterra Impact Management? Contact us at sales@sidekicksolutionsllc.com to discuss next steps.
Encryption in Microsoft 365 - ExpertsLive Netherlands 2024Albert Hoitingh
In this session I delve into the encryption technology used in Microsoft 365 and Microsoft Purview. Including the concepts of Customer Key and Double Key Encryption.
JMeter webinar - integration with InfluxDB and GrafanaRTTS
Watch this recorded webinar about real-time monitoring of application performance. See how to integrate Apache JMeter, the open-source leader in performance testing, with InfluxDB, the open-source time-series database, and Grafana, the open-source analytics and visualization application.
In this webinar, we will review the benefits of leveraging InfluxDB and Grafana when executing load tests and demonstrate how these tools are used to visualize performance metrics.
Length: 30 minutes
Session Overview
-------------------------------------------
During this webinar, we will cover the following topics while demonstrating the integrations of JMeter, InfluxDB and Grafana:
- What out-of-the-box solutions are available for real-time monitoring JMeter tests?
- What are the benefits of integrating InfluxDB and Grafana into the load testing stack?
- Which features are provided by Grafana?
- Demonstration of InfluxDB and Grafana using a practice web application
To view the webinar recording, go to:
https://www.rttsweb.com/jmeter-integration-webinar
Generating a custom Ruby SDK for your web service or Rails API using Smithyg2nightmarescribd
Have you ever wanted a Ruby client API to communicate with your web service? Smithy is a protocol-agnostic language for defining services and SDKs. Smithy Ruby is an implementation of Smithy that generates a Ruby SDK using a Smithy model. In this talk, we will explore Smithy and Smithy Ruby to learn how to generate custom feature-rich SDKs that can communicate with any web service, such as a Rails JSON API.
State of ICS and IoT Cyber Threat Landscape Report 2024 previewPrayukth K V
The IoT and OT threat landscape report has been prepared by the Threat Research Team at Sectrio using data from Sectrio, cyber threat intelligence farming facilities spread across over 85 cities around the world. In addition, Sectrio also runs AI-based advanced threat and payload engagement facilities that serve as sinks to attract and engage sophisticated threat actors, and newer malware including new variants and latent threats that are at an earlier stage of development.
The latest edition of the OT/ICS and IoT security Threat Landscape Report 2024 also covers:
State of global ICS asset and network exposure
Sectoral targets and attacks as well as the cost of ransom
Global APT activity, AI usage, actor and tactic profiles, and implications
Rise in volumes of AI-powered cyberattacks
Major cyber events in 2024
Malware and malicious payload trends
Cyberattack types and targets
Vulnerability exploit attempts on CVEs
Attacks on counties – USA
Expansion of bot farms – how, where, and why
In-depth analysis of the cyber threat landscape across North America, South America, Europe, APAC, and the Middle East
Why are attacks on smart factories rising?
Cyber risk predictions
Axis of attacks – Europe
Systemic attacks in the Middle East
Download the full report from here:
https://sectrio.com/resources/ot-threat-landscape-reports/sectrio-releases-ot-ics-and-iot-security-threat-landscape-report-2024/
Connector Corner: Automate dynamic content and events by pushing a buttonDianaGray10
Here is something new! In our next Connector Corner webinar, we will demonstrate how you can use a single workflow to:
Create a campaign using Mailchimp with merge tags/fields
Send an interactive Slack channel message (using buttons)
Have the message received by managers and peers along with a test email for review
But there’s more:
In a second workflow supporting the same use case, you’ll see:
Your campaign sent to target colleagues for approval
If the “Approve” button is clicked, a Jira/Zendesk ticket is created for the marketing design team
But—if the “Reject” button is pushed, colleagues will be alerted via Slack message
Join us to learn more about this new, human-in-the-loop capability, brought to you by Integration Service connectors.
And...
Speakers:
Akshay Agnihotri, Product Manager
Charlie Greenberg, Host
1. Service is the new Marketing
Best Practices for Social Service
Lauren Ingram, Salesforce.com Tristan Bishop, Symantec
Drew Downard, Salesforce.com Rob Rose, Deloitte
2. Safe harbor
Safe harbor statement under the Private Securities Litigation Reform Act of 1995:
This presentation may contain forward-looking statements that involve risks, uncertainties, and assumptions. If any such uncertainties materialize or if
any of the assumptions proves incorrect, the results of salesforce.com, inc. could differ materially from the results expressed or implied by the forward-
looking statements we make. All statements other than statements of historical fact could be deemed forward-looking, including any projections of
product or service availability, subscriber growth, earnings, revenues, or other financial items and any statements regarding strategies or plans of
management for future operations, statements of belief, any statements concerning new, planned, or upgraded services or technology developments
and customer contracts or use of our services.
The risks and uncertainties referred to above include – but are not limited to – risks associated with developing and delivering new functionality for our
service, new products and services, our new business model, our past operating losses, possible fluctuations in our operating results and rate of growth,
interruptions or delays in our Web hosting, breach of our security measures, the outcome of intellectual property and other litigation, risks associated
with possible mergers and acquisitions, the immature market in which we operate, our relatively limited operating history, our ability to expand, retain,
and motivate our employees and manage our growth, new releases of our service and successful customer deployment, our limited history reselling
non-salesforce.com products, and utilization and selling to larger enterprise customers. Further information on potential factors that could affect the
financial results of salesforce.com, inc. is included in our annual report on Form 10-Q for the most recent fiscal quarter ended July 31, 2012. This
documents and others containing important disclosures are available on the SEC Filings section of the Investor Information section of our Web site.
Any unreleased services or features referenced in this or other presentations, press releases or public statements are not currently available and may
not be delivered on time or at all. Customers who purchase our services should make the purchase decisions based upon features that are currently
available. Salesforce.com, inc. assumes no obligation and does not intend to update these forward-looking statements.
4. ¡Viva la Revolución! Cloud, Mobile, Social 2010 s Social
Cloud Computing
2000 s
Mobile
1990 s Cloud
Cloud Computing
Computing
1980 s
1970 s Client/Server
1960 s Mainframe Mini Computing
Computing Computing
Number of users: 10X 100X 1,000X 10,000X 100,000X
6. Social is Transforming Customer Connections
Drew Downard Rob Rose Adam Menzies Tristan Bishop
Sales Engineer, Salesforce.com Principal Consultant, Consultant, Director of Digital Strategy, Symantec
Deloitte Deloitte
How Social is Changing Service Creating a Strategy Social Service in Action
7. Why Social Service Matters
Drew Downard
Principal Sales Engineer, Salesforce.com
8. Your Customers Share More than Ever Before
Having a problem
with…
Great
article on…
Love the Device isn’t
new… Cool working…
video…
Frustrating Customer
interaction… service
can’t help
me…
9. Customers Will Leave After a Poor Service Experience
86% Customers stop doing
business after one
negative interaction
Frustrating Experiences
Lack of context
Not personalized
Slow, inaccurate answers
Low quality of interaction
Not on channel of choice
Source: Harris Interactive, 2009 Customer Experience Impact Report
10. Customers Expect Service Through Social Channels
57% of People Who Have an Issue With a Product
or Service Search Online First
50% of Facebook Users & 80% of Twitter Users
Who Post a Service Issue Expect a response in
Under 24 hours
20% of the Fortune 500 are currently interacting
with customers on Facebook
58% of people who tweeted about a bad experience
never received a response
Source: http://dailyinfographic.com/social-customer-service-infographic#
12. Service is the New Marketing
• Customers are Broadcast Media Outlets
• Craft the Message with Outstanding Service Every
Time
• Payoff: Customers Will pay 21% Premium for
Brands That Provide Great Social Service
Source: http://thesocialskinny.com/99-new-social-media-stats-for-2012/
13. How Do I Take Control of That Message
• What Do I Do?
• How Do I Get Started?
• What Are Industry Best Practices?
17. The cycle of social support
Plan
Value
Collaborative Operational
Culture Efficiencies
Act Listen
Customer
Engagement
Learn
18. The cycle of social support
Plan
Value
Collaborative Operational
Culture Efficiencies
Act Listen
Customer
Engagement
Deloitte
Managed Analytics Learn
20. What Capabilities Matter?
Marketing: Sales: Support:
Determining Fit Committing Maintaining &
Functional Strengthening
Capabilities
Socially Integrated Campaigns Social Lead Management Proactive Social Support
Product Concepts & Debuts Social Commerce Platform Social Command Center
.
Social Sales Social Media Knowledge Base
.
Collaboration Enterprise Social Collaboration Partner Collaboration Customer Collaboration
Capabilities
Enterprise Social Promotion Gamification & Behavior Management
Social Social Monitoring Routing & Responding to Intel
Intelligence
Voice of the Customer Competitor’s Customer Voice
Capabilities
Digital Content Management Governance & Policies Change Management Social Analytics
Foundational
Capabilities Community Management Integrated Social Tool Social Identity Management
Suite
24. Best Practices for Social Service
Tristan Bishop
Director of Digital Strategy, Symantec
@KnowledgeBishop
KnowledgeBishop.com
http://www.slideshare.net/knowledgebishop
25. Actionable Internet Mentions™ (AIMs)
1. Social media, external blog or
external forum mention
2. Created by a customer, partner,
competitor or prospect
3. Provides business value to
Symantec
AIM ™ is a term created and trademarked by Symantec
25
26. What We Do Today: Find, Classify and Assign AIMs™
1. Case: Request for help resolving real-time
issue
2. Query: Question that doesn’t require
support resource
3. Rant: Insult that merits brand management
consideration
4. Rave: Praise from Symantec brand
advocate
5. Lead: Pronouncement of near-term
purchase decision
6. RFE: Request to enhance a product with a
new feature
7. Fraud: Communication from an
unauthorized provider of Symantec
products
29. Recap: AIM™ Triage Process
Blogs
Message boards Configuration
CRM profiles interactions history transactions preferences
Symantec Case
Employee Query
Response Rant Review
Rave
Product 1
Lead
RFE Product 2
Fraud Product 3
30. Next Up: Salesforce Service Cloud Integration
Social CRM Workflow: Support
• Radian6 pulls in social posts of all types, including Cases
• SCRM team classifies posts using Radian6 Engagement Console
• Social Hub creates SFDC Objects for Support cases
• Support agents respond in SFDC Service Cloud
Editor's Notes
HERE’S THE SPACEWe were born cloud.. And we’re *here* today – social Engaging ApplicationsConnectedExperiencesSocialFeedsTouch-basedTransparentOrganizationsSocial’s transforming the way we interact – with each other, and with businesses – in the same way cloud made that transformation.. We noticed this trend -- first people, now business are moving to the cloud. Cloud, social, and mobile technologies have transformed the way people connect with each other And now they’re changing the way people connect with businesses – or want to connect with businesses
And the social service is a great place to get started (gets you into listening, marketing (ala service = marketing), sales..)
INTRODUCTION TO THE PRESENTATION As business and people move to the cloud, we see social – fueled by cloud technologies (built by companies born cloud! ;) - changing the way customers interact with each other, and with the businesses that serve them (talk to the slide). Businesses that are able to turn these new technologies and expectations to their advantage are able to succeed and grow more quickly, while others may get left behind. What this means for you, on a practical level, is twofold: -- first, you need to know about the trends, and about what’s happening in the marketplace. That’s why you’re here (and we’re so glad you’re here!))– to learn what next year’s customers are looking for, in service, in marketing – and to learn what this year’s customers are looking for, now. You’re here to learn hear about things to avoid, and places you may want to go next. --- Drew is going to speak a bit about responding to customers on the channel they’ve chosen, and he’ll talk about why that’s valuable, and about what customers are expecting today. -- second, you need to evolve a strategy; how do I, as a company, want to respond to the changing market and our customers’ expectations in a way that fits with our core philosophy and our technological approach – all while staying in budget, and sounding reasonable to my execs? -To that end, one of our great partners, Deloitte, is here to speak about the way they guide their customers toward success with social service. Now, as they’ll be the first to tell you, social service is not one-size-fits-all; there are as many right (and wrong) approaches as there companies. Rob and Adam are here to talk about the high end, and about some of the topics they cover with their customers. We also have a giant printed version of a roadmap they’ve done, at the back of the room. We certainly don’t expect everyone in the room will need each and every piece of this roadmap – we hope it will serve as a jumping-off point for conversations with your own team and managers. Finally, to put theory into practice, we have Tristan Bishop here from Symantec – he’ll talk about how they approach social service, and about some of the technologies they use to
Get updated numbers….We are all sharing more content and commentary than ever before on our social networks. There are over 400 million Tweets per day and billions of posts on blog and forums!Anybody not posted an update to facebook, picture to flickrNot just clickling the like button and sharing things they’re happy about…Also sharing things they aren’t - having problems with a product, frustrating experiences they’ve had with customer service agents…
- What if somebody asks for help on your corporate facebook page and you don’t respond – or the issue isn’t responded to quickly? 86% of people say they’d stop doing business after one negative interaction And one of the categories they choose as negative experience is not having service provided with the channel they choseWhat does Channel of choice mean? Basically means, if they call in and you don’t answer the phone or they post a tweet or to your facebook page looking for service and you don’t reply or don’t reply through the same channel Remember - 3x as expensive to acquire a new customer as retain one Source: http://befoundonline.com/what-we-think/articles-points-view/social-customer-service
- Competitors not doing it – huge potential for them to use service as a marketing differentiator Brands we see every year at the top of the JD Power best service rankings know this and are doing it - LL Bean / Zappos – respond to social media inquiries and isues within 24 hours – Zappos average 54 minutes.
Even the biggest brands are learning this the hard way – open with united, tell one other story don’t need to tell all three? Progression – started small, got big, didn’t have ability to counter…?United – the original social media service disaster – who’s heard of the YouTube video “United Breaks Guitar? Back in 2008. Anybody who hasn’t, suggest you google it.Not like United is the only one. Several of the worlds biggest brands – Belkin, Unilever, Paypal - even last month for example Progressive had their handling of a policyholder death case come back to bite their brand in the backsideIf you aren’t listening and engaging through social media you not only miss out on what people are saying, but like Comcast said, the ability to take these detractors and turn them into promoters Leave them unresponded to – people just see the negativeSee you involved and engaged, perceive your company
What that means is that Service is the new marketing Every customer like Bob is a potential broadcast media source with a reach of millions The old marketing model is being turned on it’s head. Can’t hire ad Agencies or buy air time to craft the messages these sources communicate Can’t buy air time or hire ad agencies to craft the messageThe way we craft Bob’s message is by providing a positive experience every time we interact with him through the channels that he chooses. If Bob isn’t happy, we go out of our way to take him from being a detractor and turn him into a promoter What’s the payoff? If not losing customers isn’t enough how’s about this? Surveys have shown that customers will pay
How do we do that? How do we start to control that Social Media message?As customers social media awareness and practices mature we usually find that they progress outward along this maturity model, starting with monitoring, moving forward to engaging with customers on a one off basis and finally moving onto automation.Next up -Rob – walk through a tool Deloitte has developed to assess your organizations current level of social maturity, and provide a detailed framework they use to help organizations develop their social support processesWith that, here’s Rob…..Bring key messages back around to a summary….?
Focus on the value - What’s the business value I can expect from Social Service part aspect of Social Business? Think about what you want to achieve and identify tactics to move the needle on those metrics. Alternatively, what are the issues you are facing, why are they of concern, what isn’t working the way you want it to?This value map accelerates the connection among actions you can take via Salesforce.com Enabled Business Programs and shareholder value & ROIC. It is intended to help you focus on the things that matter most and find practical ways to get them done.Sales — Sales Cycle Time, Sales Volume, Sales Revenue, New Customer GrowthCustomer Service — Customer Satisfaction, Issue Resolution Time, Customer Retention, New Customer GrowthProduct Development — Launch rate, design cost, time to market, success ratesOperational Efficiencies — Reduced SG&A, reduced COGS, Improved Inventory Turns, Improved Cash Conversion Rate
Dreamforce ’12 Place Mat (Back) & Capability Map Wall Hang