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EngagementSeminar6 socialmedia

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EngagementSeminar6 socialmedia

  1. 1. 2011 6 8
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  3. 3. 29.3 Billion$ GAAP:8.5 Billion$2011 6 8
  4. 4. 2010 Google : 7,200 HONDA : 5,340 NTT : 5,096 docomo : 4,904 mitsubishi corp. : 4,631 TOYOTA : 4,0812011 6 8
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  9. 9. On the Internet, nobody knows youre a dog The NewYorker on July 5, 19932011 6 8
  10. 10. Google Web Facebook Web2011 6 8
  11. 11. Facebook Twitter2011 6 8
  12. 12. ... ...2011 6 8
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  16. 16. CONSIDER EVALUATE THE LOYALTY LOOP BOND ADVOCATE ENJOY BUY2011 6 8
  17. 17. CONSIDER EVALUATE THE LOYALTY LOOP BOND ADVOCATE ENJOY BUY2011 6 8
  18. 18. CONSIDER EVALUATE THE LOYALTY LOOP BOND ADVOCATE ENJOY BUY2011 6 8
  19. 19. CONSIDER EVALUATE THE LOYALTY LOOP BOND ADVOCATE ENJOY BUY2011 6 8
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  24. 24. As P&G’s Soap Opera Era Ends, Our Innovation in Entertainment Continues2011 6 8
  25. 25. As P&G’s Soap Opera Era Ends, Our Innovation in Entertainment Continues P&G Views P&G Entertainment on 13-Sep-20102011 6 8
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  34. 34. By Nico Macdonald2011 6 8
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  36. 36. 13 10 450 14 14 11 300 497 450 400 359 308 150 2006 2007 2008 0 2009 20102011 6 8
  37. 37. Josh Collins Best Buy ×2011 6 8
  38. 38. Josh Collins BEST BUY, BEST BUY, BEST BUY Coral Biegler2011 6 8
  39. 39. Twelpforce2011 6 8
  40. 40. Twelpforce 2,5002011 6 8
  41. 41. 2011 6 8
  42. 42. Josh Bernoff2011 6 8
  43. 43. HERO Highly Empowered and Resourceful Operative2011 6 8
  44. 44. HEROes Know customers’ needs Use technology to serve customers Operate safety Make innovation a priority Supports HEROes Support HEROes Work with with technology IT to manage risk Scales up solutions Provides tools to manage risk Managers2011 6 8 IT
  45. 45. Innovation2011 6 8
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  47. 47. Innovation2011 6 8
  48. 48. Marketing 3.02011 6 8
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  55. 55. Innovation2011 6 8
  56. 56. 402011 6 8 Patrick Spener The Corporate Executive Board Managing Director
  57. 57. Patrick Spener The Corporate Executive Board Managing Director2011 6 8
  58. 58. Patrick Spener The Corporate Executive Board Managing Director2011 6 8
  59. 59. , Patrick Spener The Corporate Executive Board Managing Director2011 6 8
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  62. 62. B.C. 7702011 6 8
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  65. 65. In fact, we’re even using social media to help provide those solutions. OnTwitter we have a feed called Twelpforce. Customers can post about theirtech problems, and Best Buy asso- ciates—or other Twitter users—can postsolu- tions. By monitoring the feed, we’re able to learn a lot about what ourcustomers are doing and to help them with problems in real time. We’reproviding advice to the public at no charge, and some people think that’s amis- take, since we also operate Geek Squad for a fee. But I reject thatnotion: Twelpforce makes us more valuable and connected to our cus-tomers, and that’s the only sustainable way of building customer loyaltyover time. People are going to shop with companies they think really careabout what it is (they’re trying to do. Twitter lets us demonstrate that we’re )one of those companies.So as the holiday season approaches, I’ll be tweeting frequently. I’ll betalking about how pleased I am with the job our folks are doing. I’ll betalking about the hot products I’m most excited about. I’ll be sharing myimpressions as I visit stores. And I’ll probably wax poetic about family andfriends and other things I care about. The reality is that social media arewhere the national conversation is taking place today—and either you’repart of that conversa- tion or you’re not.2011 6 8
  66. 66. In fact, we’re even using social media to help provide those solutions. OnTwitter we have a feed called Twelpforce. Customers can post about theirtech problems, and Best Buy asso- ciates—or other Twitter users—can postsolu- tions. By monitoring the feed, we’re able to learn a lot about what ourcustomers are doing and to help them with problems in real time. We’reproviding advice to the public at no charge, and some people think that’s amis- take, since we also operate Geek Squad for a fee. But I reject thatnotion: Twelpforce makes us more valuable and connected to our cus-tomers, and that’s the only sustainable way of building customer loyaltyover time. People are going to shop with companies they think really careabout what it is they’re trying to do. Twitter lets us demonstrate that we’reone of those companies.So as the holiday season approaches, I’ll be tweeting frequently. I’ll betalking about how pleased I am with the job our folks are doing. I’ll betalking about the hot products I’m most excited about. I’ll be sharing myimpressions as I visit stores. And I’ll probably wax poetic about family andfriends and other things I care about. The reality is that social media arewhere the national conversation is taking place today—and either you’repart of that conversa- tion or you’re not.2011 6 8
  67. 67. In fact, we’re even using social media to help provide those solutions. OnTwitter we have a feed called Twelpforce. Customers can post about theirtech problems, and Best Buy asso- ciates—or other Twitter users—can postsolu- tions. By monitoring the feed, we’re able to learn a lot about what ourcustomers are doing and to help them with problems in real time. We’reproviding advice to the public at no charge, and some people think that’s amis- take, since we also operate Geek Squad for a fee. But I reject thatnotion: Twelpforce makes us more valuable and connected to our cus-tomers, and that’s the only sustainable way of building customer loyaltyover time. People are going to shop with companies they think really careabout what it is they’re trying to do. Twitter lets us demonstrate that we’reone of those companies.So as the holiday season approaches, I’ll be tweeting frequently. I’ll betalking about how pleased I am with the job our folks are doing. I’ll betalking about the hot products I’m most excited about. I’ll be sharing myimpressions as I visit stores. And I’ll probably wax poetic about family andfriends and other things I care about. The reality is that social media arewhere the national conversation is taking place today—and either you’repart of that conversa- tion or you’re not.2011 6 8
  68. 68. In fact, we’re even using social media to help provide those solutions. OnTwitter we have a feed called Twelpforce. Customers can post about theirtech problems, and Best Buy asso- ciates—or other Twitter users—can postsolu- tions. By monitoring the feed, we’re able to learn a lot about what ourcustomers are doing and to help them with problems in real time. We’reproviding advice to the public at no charge, and some people think that’s amis- take, since we also operate Geek Squad for a fee. But I reject thatnotion: Twelpforce makes us more valuable and connected to our cus-tomers, and that’s the only sustainable way of building customer loyaltyover time. People are going to shop with companies they think really careabout what it is they’re trying to do. Twitter lets us demonstrate that we’reone of those companies.So as the holiday season approaches, I’ll be tweeting frequently. I’ll betalking about how pleased I am with the job our folks are doing. I’ll betalking about the hot products I’m most excited about. I’ll be sharing myimpressions as I visit stores. And I’ll probably wax poetic about family andfriends and other things I care about. The reality is that social media arewhere the national conversation is taking place today—and either you’repart of that conversa- tion or you’re not.2011 6 8
  69. 69. Foursquare Kakaku.com Groupon Twitter Facebook2011 6 8 mixi
  70. 70. Company User Consumer2011 6 8
  71. 71. Engagement2011 6 8
  72. 72. Lester Wunderman2011 6 8
  73. 73. Lester Wunderman2011 6 8
  74. 74. Lester Wunderman2011 6 8
  75. 75. Lester Wunderman2011 6 8
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