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So Yesterday: Reaching Your Customer. So Today: Engaging Your Customer.

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Social Media Today
Social Media Today

Presentation by Chris Boudreaux and Katy Keim

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So Yesterday: Reaching Your Customer. So Today: Engaging Your Customer. #SocialShakeUp Chris Boudreaux, EY @cboudreaux Katy Keim, Lithium Technologies @KatyKeim Tuesday September 16th, 10:30am, Industry 2 Panel:
#SocialShakeUp TALKING AT YOUR CUSTOMERS …SO YESTERDAY Reaching But Not Engaging? The Social Shake Up Katy Keim @lithiumtech SO Yesterday.
FAST @katykeim @lithiumtech #SocialShakeUp
EASY #SocialShakeUp @katykeim @lithiumtech
SHARED #SocialShakeUp @katykeim @lithiumtech
#SocialShakeUp I’m getting used to great I’m getting used to great. @katykeim @lithiumtech
“era of EXTREME expectations” #SocialShakeUp 3 key challenges…
#SocialShakeUp 1 people trust others more than they trust brands @katykeim @lithiumtech
a major shift in credibility Source: Edelman Trust Barometer 2014, Nielsen #SocialShakeUp Academic or expert 87% Technical expert 86% 82% A person like yourself Financial or industry analyst 53% Regular employee 52% CEO 43% 14% trust advertising @katykeim @lithiumtech
#SocialShakeUp 2 we invest like this new reality is not true @katykeim @lithiumtech
Investment has not changed much $60Bn $300Bn $500Bn #SocialShakeUp spent globally on market research spent globally on call centers spent globally on advertising @katykeim @lithiumtech
#SocialShakeUp 3 we play defense not offense when it comes to social @katykeim @lithiumtech
brands acting out of fear, WnoHt AoTpp IoFrt uTnHityE POWER OF THE CROWD WAS TAPPED TO MAKE GREAT THINGS HAPPEN? #SocialShakeUp
#SocialShakeUp ALS Slide
GROW INSIGHTS 600 ideas submitted in one day 1,200 retail branches equipped with iPads
PEER TO PEER SERVICE First contact 70% resolution rate
DRIVE REVENUE Engaged Customers Spend More 2.5x community visitor 10x SuperFan
Chris Boudreaux EY Social Media Governance
Session Evaluation Survey Before you leave this presentation, please go to the following #SocialShakeUp URL on your smartphone: bit.ly/SSUeval We’d love your feedback, so please let us know your thoughts about the session. This session title is: So Yesterday: Reaching Your Customer. So Today: Engaging Your Customer. Tuesday September 16th, 10:30am, Industry 2

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So Yesterday: Reaching Your Customer. So Today: Engaging Your Customer.

  • 1. So Yesterday: Reaching Your Customer. So Today: Engaging Your Customer. #SocialShakeUp Chris Boudreaux, EY @cboudreaux Katy Keim, Lithium Technologies @KatyKeim Tuesday September 16th, 10:30am, Industry 2 Panel:
  • 2. #SocialShakeUp TALKING AT YOUR CUSTOMERS …SO YESTERDAY Reaching But Not Engaging? The Social Shake Up Katy Keim @lithiumtech SO Yesterday.
  • 6. #SocialShakeUp I’m getting used to great I’m getting used to great. @katykeim @lithiumtech
  • 7. “era of EXTREME expectations” #SocialShakeUp 3 key challenges…
  • 8. #SocialShakeUp 1 people trust others more than they trust brands @katykeim @lithiumtech
  • 9. a major shift in credibility Source: Edelman Trust Barometer 2014, Nielsen #SocialShakeUp Academic or expert 87% Technical expert 86% 82% A person like yourself Financial or industry analyst 53% Regular employee 52% CEO 43% 14% trust advertising @katykeim @lithiumtech
  • 10. #SocialShakeUp 2 we invest like this new reality is not true @katykeim @lithiumtech
  • 11. Investment has not changed much $60Bn $300Bn $500Bn #SocialShakeUp spent globally on market research spent globally on call centers spent globally on advertising @katykeim @lithiumtech
  • 12. #SocialShakeUp 3 we play defense not offense when it comes to social @katykeim @lithiumtech
  • 13. brands acting out of fear, WnoHt AoTpp IoFrt uTnHityE POWER OF THE CROWD WAS TAPPED TO MAKE GREAT THINGS HAPPEN? #SocialShakeUp
  • 15. GROW INSIGHTS 600 ideas submitted in one day 1,200 retail branches equipped with iPads
  • 16. PEER TO PEER SERVICE First contact 70% resolution rate
  • 17. DRIVE REVENUE Engaged Customers Spend More 2.5x community visitor 10x SuperFan
  • 18. Chris Boudreaux EY Social Media Governance
  • 19. Session Evaluation Survey Before you leave this presentation, please go to the following #SocialShakeUp URL on your smartphone: bit.ly/SSUeval We’d love your feedback, so please let us know your thoughts about the session. This session title is: So Yesterday: Reaching Your Customer. So Today: Engaging Your Customer. Tuesday September 16th, 10:30am, Industry 2