This presentation covers the social media landscape in Australia and how it is impacting businesses and provides insights into how to build a sociall enabled business. If you want to talk more about what we can do for your business, get in touch at info@inlight.com.au
Fundraising Trends and the Next Generation of Canadian Giving hjc
Fundraising Trends in 2013
Michael and Danielle focussed on fundraising trends such as social media, mobile, and crowdfunding and other can’t-miss insights from the 2013 Next Generation of Canadian Giving study.
On April 25 2012, InSites Consulting organized a health smartees about our health research business in the InSites Consulting office in Ghent, Belgium. In this presentation, you can find all slides that are presented by multiple speakers. If you want to know more about our healht research solutions, do not hesitate to e-mail:
Barbara.Nieuwenhuijs@insites.eu (NL), Magali.Geens@insites.eu (BE) and Robert.Dossin@insites.eu (UK).
Fundraising Trends and the Next Generation of Canadian Giving hjc
Fundraising Trends in 2013
Michael and Danielle focussed on fundraising trends such as social media, mobile, and crowdfunding and other can’t-miss insights from the 2013 Next Generation of Canadian Giving study.
On April 25 2012, InSites Consulting organized a health smartees about our health research business in the InSites Consulting office in Ghent, Belgium. In this presentation, you can find all slides that are presented by multiple speakers. If you want to know more about our healht research solutions, do not hesitate to e-mail:
Barbara.Nieuwenhuijs@insites.eu (NL), Magali.Geens@insites.eu (BE) and Robert.Dossin@insites.eu (UK).
These research details are the result of a market research study organized by InSites Consulting in January 2010. This market research mapped the usage of and attitude towards social networks. A total of 2.884 consumers participated in this online survey, spread over 14 countries, i.e. Belgium, the Netherlands, the United Kingdom, France, Germany, Spain, Italy, Portugal, Brazil, the United States, Australia, Romania, Russia & China. The results are representative of each country’s Internet population, spread on age (18-55) and gender.
Technology 101 Workshop: An Introduction to Social Media WebsitesScott Bradbury
An introduction to social media websites and their application to supporting continuing medical education.
Presentation delivered at the Alliance for Continuing Education in the Health Professions (ACEHP) 2013 Conference in San Francisco, CA. Session F47.
February 1, 2013
Scott Bradbury
Brian McGowan
Brandee Plott
Derek Warnick
Leveraging Social Media To Raise Funds for Nonprofit OrganizationsAbila
The third session in the Web-wise series, you will learn to understand the recent explosion of social media and its application to nonprofit organizations, presented by Dan Gonzalez, Web Manager, Sage Nonprofit Solutions.
Examining more than a decade of data on the social impact of technology in America, Pew Internet Research Analyst Kathryn Zickuhr discussed the patterns and trends shaping the new messaging realities of the digital age at the WSU Elliott School of Communications’ annual Comm Week conference.
Get to Know Digital Moms: We know moms are among the most coveted consumer groups for their spending prowess, their influence in household decisions, and their brand loyalty. But what do we know about moms and their digital habits? How do they spend their time online? What devices do they prefer? What do they share – if they share anything at all? How does that translate into the purchases and decisions they make?
Social Media and Hospitality - Mark Nolan's Class, Shannon College of Hotel M...Avvio
Presentation to Mark Nolan's class from Shannon College of Hotel Management on Tuesday 27th March 2012.
We look at the current landscape from the perspective of hoteliers and students. Consider new trends and opportunities. Helpful tips and stats (for students) on Linkedin, Facebook, Twitter and Google Plus. Please visit www.facebook.com/avvio for details on the other resources mentioned during the presentation.
Rachit Dayal's presentation on Google and how it's adapting to SoLoMo at the AMIC INET Conference on Social Internet. The presentation was on 17th Nov 2012.
Social media in government - presentation to NSW HealthCraig Thomler
This presentation provides an overview of how governments in Australia are using social media, risks they may face and how to address these with structured processes and guidelines. It finishes with some quick case studies of excellent use of social media by the public sector.
Allister Frost's keynote presentation slides from the Capital Cardiff event on 29 February 2012 in which he discusses the emergence of our social society, the psychology that underpins social media usage, the changing role of the marketer and shares some tips on how to be more successful on the social web. For more details visit http://allisterfrost.com.
These research details are the result of a market research study organized by InSites Consulting in January 2010. This market research mapped the usage of and attitude towards social networks. A total of 2.884 consumers participated in this online survey, spread over 14 countries, i.e. Belgium, the Netherlands, the United Kingdom, France, Germany, Spain, Italy, Portugal, Brazil, the United States, Australia, Romania, Russia & China. The results are representative of each country’s Internet population, spread on age (18-55) and gender.
Technology 101 Workshop: An Introduction to Social Media WebsitesScott Bradbury
An introduction to social media websites and their application to supporting continuing medical education.
Presentation delivered at the Alliance for Continuing Education in the Health Professions (ACEHP) 2013 Conference in San Francisco, CA. Session F47.
February 1, 2013
Scott Bradbury
Brian McGowan
Brandee Plott
Derek Warnick
Leveraging Social Media To Raise Funds for Nonprofit OrganizationsAbila
The third session in the Web-wise series, you will learn to understand the recent explosion of social media and its application to nonprofit organizations, presented by Dan Gonzalez, Web Manager, Sage Nonprofit Solutions.
Examining more than a decade of data on the social impact of technology in America, Pew Internet Research Analyst Kathryn Zickuhr discussed the patterns and trends shaping the new messaging realities of the digital age at the WSU Elliott School of Communications’ annual Comm Week conference.
Get to Know Digital Moms: We know moms are among the most coveted consumer groups for their spending prowess, their influence in household decisions, and their brand loyalty. But what do we know about moms and their digital habits? How do they spend their time online? What devices do they prefer? What do they share – if they share anything at all? How does that translate into the purchases and decisions they make?
Social Media and Hospitality - Mark Nolan's Class, Shannon College of Hotel M...Avvio
Presentation to Mark Nolan's class from Shannon College of Hotel Management on Tuesday 27th March 2012.
We look at the current landscape from the perspective of hoteliers and students. Consider new trends and opportunities. Helpful tips and stats (for students) on Linkedin, Facebook, Twitter and Google Plus. Please visit www.facebook.com/avvio for details on the other resources mentioned during the presentation.
Rachit Dayal's presentation on Google and how it's adapting to SoLoMo at the AMIC INET Conference on Social Internet. The presentation was on 17th Nov 2012.
Social media in government - presentation to NSW HealthCraig Thomler
This presentation provides an overview of how governments in Australia are using social media, risks they may face and how to address these with structured processes and guidelines. It finishes with some quick case studies of excellent use of social media by the public sector.
Allister Frost's keynote presentation slides from the Capital Cardiff event on 29 February 2012 in which he discusses the emergence of our social society, the psychology that underpins social media usage, the changing role of the marketer and shares some tips on how to be more successful on the social web. For more details visit http://allisterfrost.com.
Social media what's all the chat about ? by jez jowett 2009Jez Jowett
a document that i found when i was digging through my old files.
this was a presentation i did to set the scene for social media, almost 4 years ago when people were just starting to ask what it was. Suprisingly little has actually changed. except of course of the explosion of specific tools and networks - such as facebook and twitter. otherwise, the principles have stayed identical.
While social media is not the silver bullet that some pundits claim it to be, it is an extremely important & relatively low cost touch point that has a direct impact on sales & positive word of mouth.
Companies not actively engaging are missing a huge opportunity & are saying something to consumers—intentionally or unintentionally—about how willing they are to engage on consumers’ terms.”
Social Media Attribution - Havas Digital InsightsHavas Media
This Havas Digital Insights piece outlines Artemis’ methodology for attribution across Display, Search, Video and Social Media, showing real-world examples of applications to the ecommerce world, as well as laying out the framework in which the analysis is being carried out.
Social media what's all the chat about by jez jowett 2009Jez Jowett
a document that i found when i was digging through my old files.
this was a presentation i did to set the scene for social media, almost 4 years ago when people were just starting to ask what it was. Suprisingly little has actually changed. except of course of the explosion of specific tools and networks - such as facebook and twitter. otherwise, the principles have stayed identical.
Pew Internet Director Lee Rainie was asked to present about the state of social media, in particular how non-profit groups might think about using social media to promote their missions. He cites the newest data from Pew Internet Project surveys and describes how the “messaging environment” for non-profits is changing. He also describes how digital technologies affect the operations and outreach strategies of members of organizations. More: pewinternet.org
Epistemic Interaction - tuning interfaces to provide information for AI supportAlan Dix
Paper presented at SYNERGY workshop at AVI 2024, Genoa, Italy. 3rd June 2024
https://alandix.com/academic/papers/synergy2024-epistemic/
As machine learning integrates deeper into human-computer interactions, the concept of epistemic interaction emerges, aiming to refine these interactions to enhance system adaptability. This approach encourages minor, intentional adjustments in user behaviour to enrich the data available for system learning. This paper introduces epistemic interaction within the context of human-system communication, illustrating how deliberate interaction design can improve system understanding and adaptation. Through concrete examples, we demonstrate the potential of epistemic interaction to significantly advance human-computer interaction by leveraging intuitive human communication strategies to inform system design and functionality, offering a novel pathway for enriching user-system engagements.
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
Smart TV Buyer Insights Survey 2024 by 91mobiles.pdf91mobiles
91mobiles recently conducted a Smart TV Buyer Insights Survey in which we asked over 3,000 respondents about the TV they own, aspects they look at on a new TV, and their TV buying preferences.
Software Delivery At the Speed of AI: Inflectra Invests In AI-Powered QualityInflectra
In this insightful webinar, Inflectra explores how artificial intelligence (AI) is transforming software development and testing. Discover how AI-powered tools are revolutionizing every stage of the software development lifecycle (SDLC), from design and prototyping to testing, deployment, and monitoring.
Learn about:
• The Future of Testing: How AI is shifting testing towards verification, analysis, and higher-level skills, while reducing repetitive tasks.
• Test Automation: How AI-powered test case generation, optimization, and self-healing tests are making testing more efficient and effective.
• Visual Testing: Explore the emerging capabilities of AI in visual testing and how it's set to revolutionize UI verification.
• Inflectra's AI Solutions: See demonstrations of Inflectra's cutting-edge AI tools like the ChatGPT plugin and Azure Open AI platform, designed to streamline your testing process.
Whether you're a developer, tester, or QA professional, this webinar will give you valuable insights into how AI is shaping the future of software delivery.
The Art of the Pitch: WordPress Relationships and SalesLaura Byrne
Clients don’t know what they don’t know. What web solutions are right for them? How does WordPress come into the picture? How do you make sure you understand scope and timeline? What do you do if sometime changes?
All these questions and more will be explored as we talk about matching clients’ needs with what your agency offers without pulling teeth or pulling your hair out. Practical tips, and strategies for successful relationship building that leads to closing the deal.
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.
UiPath Test Automation using UiPath Test Suite series, part 4DianaGray10
Welcome to UiPath Test Automation using UiPath Test Suite series part 4. In this session, we will cover Test Manager overview along with SAP heatmap.
The UiPath Test Manager overview with SAP heatmap webinar offers a concise yet comprehensive exploration of the role of a Test Manager within SAP environments, coupled with the utilization of heatmaps for effective testing strategies.
Participants will gain insights into the responsibilities, challenges, and best practices associated with test management in SAP projects. Additionally, the webinar delves into the significance of heatmaps as a visual aid for identifying testing priorities, areas of risk, and resource allocation within SAP landscapes. Through this session, attendees can expect to enhance their understanding of test management principles while learning practical approaches to optimize testing processes in SAP environments using heatmap visualization techniques
What will you get from this session?
1. Insights into SAP testing best practices
2. Heatmap utilization for testing
3. Optimization of testing processes
4. Demo
Topics covered:
Execution from the test manager
Orchestrator execution result
Defect reporting
SAP heatmap example with demo
Speaker:
Deepak Rai, Automation Practice Lead, Boundaryless Group and UiPath MVP
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/
DevOps and Testing slides at DASA ConnectKari Kakkonen
My and Rik Marselis slides at 30.5.2024 DASA Connect conference. We discuss about what is testing, then what is agile testing and finally what is Testing in DevOps. Finally we had lovely workshop with the participants trying to find out different ways to think about quality and testing in different parts of the DevOps infinity loop.
Let's dive deeper into the world of ODC! Ricardo Alves (OutSystems) will join us to tell all about the new Data Fabric. After that, Sezen de Bruijn (OutSystems) will get into the details on how to best design a sturdy architecture within ODC.
LF Energy Webinar: Electrical Grid Modelling and Simulation Through PowSyBl -...DanBrown980551
Do you want to learn how to model and simulate an electrical network from scratch in under an hour?
Then welcome to this PowSyBl workshop, hosted by Rte, the French Transmission System Operator (TSO)!
During the webinar, you will discover the PowSyBl ecosystem as well as handle and study an electrical network through an interactive Python notebook.
PowSyBl is an open source project hosted by LF Energy, which offers a comprehensive set of features for electrical grid modelling and simulation. Among other advanced features, PowSyBl provides:
- A fully editable and extendable library for grid component modelling;
- Visualization tools to display your network;
- Grid simulation tools, such as power flows, security analyses (with or without remedial actions) and sensitivity analyses;
The framework is mostly written in Java, with a Python binding so that Python developers can access PowSyBl functionalities as well.
What you will learn during the webinar:
- For beginners: discover PowSyBl's functionalities through a quick general presentation and the notebook, without needing any expert coding skills;
- For advanced developers: master the skills to efficiently apply PowSyBl functionalities to your real-world scenarios.
Accelerate your Kubernetes clusters with Varnish CachingThijs Feryn
A presentation about the usage and availability of Varnish on Kubernetes. This talk explores the capabilities of Varnish caching and shows how to use the Varnish Helm chart to deploy it to Kubernetes.
This presentation was delivered at K8SUG Singapore. See https://feryn.eu/presentations/accelerate-your-kubernetes-clusters-with-varnish-caching-k8sug-singapore-28-2024 for more details.
3. Social media landscape
If you ask different people, “What is Social Media?”...they will all
give you a different answer...
Social media is; Traditional media is;
Interactive Detached
Shareable Difficult to share
Conversational Promotional
Dynamic Static
Many-to-many One-to-many
4. Social media landscape
My favourite definition:
“social media is
word of mouth on steroids”
5. Social media landscape
The power is shifting back to the people
United Breaks Guitars
Click to watch video
United breaks David Carroll's guitar and makes little effort to compensate him. So David does
what's natural to him: he makes a music video. Four days after the videos release, United
Airline's stock price dropped 10%, costing stockholders over $180m in value. The video has
had over 12 million views.
6. Social media landscape
In the social media world...
“People are no longer targets for
your marketing, they are part of
your marketing”
8. Social media landscape
Social is emerging as a
starting point for content
distribution
Mary Meeker, The State of the Web, 2012
9. Social media landscape
We love social media
• Australian’s are the most social media engaged audience in the world
• Australian’s spend more time on social media sites than any other nation
• Half of Australia’s population is on Facebook
• On average 5.9 hours per week are spent on Facebook
• 48% of Australian brands have a Facebook page with an average of 40k fans
Source: Nielsen, Interbrand, Facebook, 2011
10. Social media landscape
Frequency of using social sites
0% 5% 10% 15% 20% 25% 30% 35% 40%
Everyday 30%
Most days 10%
A few times a week 8%
About once a week 5%
A few times a month 4%
About once a month 3%
Less than once a month 2%
Never 38%
Average = 12.4 per month
Source: Sensis Social Media Report, 2011
11. Social media landscape
Frequency of using social sites
14-19 20-29 30-39 40-49 50-64 65+
Everyday 70% 52% 39% 14% 15% 5%
Most days 15% 20% 9% 11% 5% 3%
A few times a week 7% 12% 10% 7% 7% 5%
Once a week 1% 6% 6% 5% 5% 8%
Less than weekly 0% 4% 9% 22% 5% 10%
Never 7% 7% 27% 41% 64% 69%
Avg p/week 24.9 21.4 15.2 7.9 6.5 3.1
Almost all of those aged under 30 (93%) are using social sites and the majority are using
them everyday.
Source: Sensis Social Media Report, 2011
12. Social media landscape
Which sites?
0% 20% 40% 60% 80% 100% 120%
Facebook 97%
LinkedIn 9%
Twitter 8%
Myspace 4%
Other 3%
Source: Sensis Social Media Report, 2011
14. Social media landscape
Who are they?
What does it do? Australian members
It’s a fast, beautiful and fun way to share your
1,510,000
photos with friends and family
Virtual pinboard. Allows you to organise and
share all the beautiful things you find on the 650,000
web. Fastest growing site in history.
Intregrated social networking and identity
377,550
service from Google
Source: Social Media News, Oct 2012
15. Social media landscape
How can you use Instagram?
Just Car Insurance Instagram Cover Car Promotion
Click to watch video
17. Social media landscape
Why would I use Google+
1. Maximise competitive advantage in SEO
2. Content distribution channel
18. Social media landscape
Social is directly tied to search results
Both people and pages and +1 counts show for logged-out
users in search results
19. Social media landscape
Why do we use social media?
Reasons for using social networking Total
To catch up with family and friends 93%
To share photographs and videos 56%
To coordinate parties or shared activities 32%
To find out about entertainment such as bands, shows or movies 26%
To play games 24%
To meet new friends 18%
To follow or find out about businesses 15%
To find people with the same interests 14%
To research holiday destinations or travel offers 12%
To research products or services you might want to buy 12%
Source: Sensis Social Media Report, 2011
20. Social media landscape
What do they want from us?
0% 10% 20% 30% 40% 50% 60%
Discounts 57%
Give-aways 45%
Invitation to events 41%
Product information 41%
Coupons 36%
Information about brand 32%
Feedback forums 32%
None of these 30%
Source: Sensis Social Media Report, 2011
22. Socially enabling your business
Five pillars you need to cover
1. SOCIAL 2. SOCIAL 3. COMMUNITY 4. GOVERNANCE 5. EDUCATION &
STRATEGY MONITORING & CONTENT & TECHNOLOGY INNOVATION
- Social strategy and - Listening reporting - Community - Development of - Development of
opportunity and insights management and social guidelines, educational material
identification - Development moderation response frameworks, and sessions
- Development of dashboards - Identifying crisis frameworks and - Regular team
social bespoke - Campaign reporting influencers SLAs communication and
programs and - Issues management - Social monitoring, sharing
campaigns - Content strategy and management and - Education
planning reporting platforms - Local and global
- Content scheduling trends
- Competitive
monitoring
23. Socially enabling your business
Social strategy process
LISTEN PLAN ENGAGE AMPLIFY OPTIMISE
- Identify - Create governance - Content scheduling - Distribute content - Reporting &
conversation themes & SLAs - Management tools - Campaigns insights
- Identify issues - Key stakeholders - Community - Build awareness of - Learnings
- Key insights - Training management channels - Adjust strategy
24. Socially enabling your business
Key considerations
• Social impacts all areas of your business
• Social helps amplify marketing and activity and conversions
• Customer service enquires are inevitable and require continuous optimisation
• Social is often used by customers as the ‘channel of last resort’
• Social helps reveal key business issues
• Community management and content development is resource intenstive
• Content is king - but it must be the right content
• Third part listening and management tools are essential
• Social media and content are going to play a greater role in determining
search rankings
25. Socially enabling your business
Make people part of your campaigns
Just Car Insurance - Rate My Ride Social Media Campaign
Click to watch video
26. Socially enabling your business
What about f-commerce?
• Most consumers don’t see Facebook as a place to buy things...yet!
• JCPenney, Gap and Nordstrom all closed down their Facebook storefronts in
favour of re-directing funds into traditional e-commerce channels
• For most businesses the ROI isn’t there yet
• Generally, people prefer to ‘talk about’ products on Facebook rather than
‘buy’ products
• Perceived security is an issue - only 26% of consumers think Facebook
storefronts are secure against fraud
• It’s not all bad news, Australian fashion entrepreneur MIISHKA has built a
sustainable business entirely on Facebook, generating 1,000 unique buyers in
the first six months
27. Socially enabling your business
and measuring ROI?
“There is no uniform approach to calculating ROI from social media. In fact,
most marketers don’t know how to measure at all. However, there are a number
of ways to quantify value from social media”
CUSTOMER SERVICE EARNED MEDIA
- Deflected contacts = (number of new queries) x - Estimated value of social impressions
(estimated deflection rate) - Estimated value of engagements
- Savings = (number of deflected contacts) x (avg cost - Impression benchmarking against paid channels
per call)
METRICS ACQUISITION/RETENTION
- Number of enquiries resolved
- Referral site conversions
- Number of customers saved
- Leads generated
- Number of customers acquired
- Sentiment index
- Number of fans and estimated value
- Engagement index
29. Socially enabling your business
Telstra
STRATEGY: CUSTOMER SERVICE
• Local pioneers / innovators
• Buy in from the top
• 60 trained staff
• Cross channel / cross platform
RESULTS:
“reduction in call volumes, combined with some of the lowest churn rates in the
world for mobile and fixed line services” - David Thodey, CEO
30. Socially enabling your business
AAMI
STRATEGY: CUSTOMER SERVICE
• Leveraging from core brand proposition
• Buy in across the organisation
• 12 trained staff
• Marketing programs social by design
• AAMI’s “Rhonda” goes viral
RESULTS:
High customer resolution via social media and significantly increased reach and
and engagement of existing marketing campaigns. Winner of ‘Best Use of
Social Media’ at 2012 AB+F Awards.
31. Socially enabling your business
DELL
STRATEGY: CUSTOMER SERVICE
• Social informs business decisions
• 3,000 trained staff, decentralised model
• Social certification program
• Cross channel / cross platform
RESULTS:
“The sales’ benefit to Dell of running a social media program runs into the tens
of millions” - Dave Rishi, Executive Director of Online
32. Socially enabling your business
But it took this for inspiration...
THE NOW INFAMOUS “DELL HELL”
Gizmodo published this photo of an exploding Dell laptop. The image spread like wildfire across the internet, causing
Dell to eventually recall over four million laptop batteries.
Dell eventually responded to the blogs, but it was the delayed response that put a cap on the period known as "Dell
Hell." Should have responded sooner.
33. Socially enabling your business
AMEX
STRATEGY: CUSTOMER SERVICE & MARKETING ENGAGEMENT
• Small Business Saturday (now a movement)
• 2.8 million Facebook fans
• Surprise and delight program
• Listens and asks for feedback from community
• Strong integration between products and social e.g. couponless deals via
Facebook and Twitter
34. Socially enabling your business
AMEX
SMALL BUSINESS SATURDAY - now a movement
Click to watch video
36. Socially enabling your business
The future of social media
• Mobile
• Big data (business intelligence)
• Social Commerce
• Social CRM
• Shift to content marketing