Social media allows customers to return to sites more frequently and stay longer. It also improves brand recall through earned attention rather than paid attention. Customers influence other customers through social recommendations, and social media provides a more cost effective way for companies to offer customer service and technical support. It also allows customers to directly interact with customer service agents through social media platforms.

1. Social Media Social Networks
laurelpapworth.com
Wednesday, 13 March 13

2. Social Media Social Networks
Social Media is Return Visits
Customers visit a site 9x more stay 5x as long
(Source: McKinsey)
laurelpapworth.com IMAGE: http://www.customerinsightgroup.com/
Wednesday, 13 March 13

3. Social Media Social Networks
Attention Economy: Earned not Bought
4x un-aided brand recall vs SEM
(Source: NFO)
laurelpapworth.com IMAGE: http://www.trulydeeply.com.au/
Wednesday, 13 March 13

4. Social Media Social Networks
Customer to Customer: C2C sales
Social Recommends: $0-10 vs $10-$400
laurelpapworth.com IMAGE: http://www.trulydeeply.com.au/
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5. Social Media Social Networks
Social Customer Service and Technical Support
5x-10x more cost effective than phone support
laurelpapworth.com https://www.facebook.com/Telstra24x7
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6. Social Media Social Networks
Customers line up to speak
to Customer Service....
Not Marketing or PR
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7. Social Media Social Networks
Chompon - Customer Shares to Customer
Facebook Share $14 Facebook Like $8
Twitter Tweet $5 Twitter Follower $2
laurelpapworth.com https://www.facebook.com/Telstra24x7
Wednesday, 13 March 13

8. Social Media Social Networks
Eventbrite - Attendee Shares to Attendee
Facebook Share: $2.52, Tweet 43c,
LinkedIn: 90c email: $2.34 ($1.78 average)
laurelpapworth.com https://www.facebook.com/Telstra24x7
Wednesday, 13 March 13

9. Social Media Social Networks
Just Giving - Donator to Donator
Just Giving: Facebook Share (6 needed per donation) $8 per like.
laurelpapworth.com https://www.facebook.com/Telstra24x7
Wednesday, 13 March 13

10. Social Media Social Networks
Amazon - transactions on Facebook, iPhone (API)
Amazon: 140,000 registered developers. Third-party sellers = 28% of
Amazon’s second-quarter unit sales, or $490 million.
laurelpapworth.com https://www.facebook.com/Telstra24x7
Wednesday, 13 March 13

11. Social Media Social Networks
eBay - transactions on Facebook, iOS, Blogs
25,000 developers with 1,900 certified applications. 8 billion API
requests, transactions up 84 % annually.
laurelpapworth.com https://www.facebook.com/Telstra24x7
Wednesday, 13 March 13

12. Social Media Social Networks
laurelpapworth.com
Wednesday, 13 March 13

13. Social Media Social Networks
Google
From APIs
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14. Social Media Social Networks
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Wednesday, 13 March 13