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Social media allows you to connect quickly and easily with potential and current customers. It's what the online world's talking about, and it's what every internet-savvy business is getting involved in. The results are instant.
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Executive Briefing Round Table
SeriesSeries
Join the Social Media Revolution
Where are you?
• (insert video)
The Standalone Website is Dead
• Web 2.0 is about empowering people to collaborate online.
• Prosumption, is a term referring to customers participation in the creation of products in an active and ongoing way.and ongoing way.
• The new Web challenges conventional assumptions that information must move from credentialed producers to passive consumers.
• Products that don’t enable and invite customer participation will be discarded- seen as old-fashioned remnants of a less customer-friendly era.
Early Web technologies were only about one-way
communication.
Today, communication is about
one-to-many
What has been your reaction to social
media?
What is social media?
Social media, is media designed to be
disseminated through social interaction,
created using highly accessible and
scalable publishing techniques. scalable publishing techniques.
-Wikipedia
What is this definition supposed to mean?
Don’t panic.
It isn’t as scary as you may fear.
Here’s a definition in plain English.
• Social media is something that is created or
happens.
– Social media happens any time people gather
online, using a common tool, to share online, using a common tool, to share
information in a permanent form.
What are collaborative tools?
Don’t worry, no one expects you to
use every tool available.
Just use the same tools as your
friends, colleagues and customers.
Social Media is a recorded party and
everyone is invited. (It happens in real-time and is recorded for later.)
What else should you know about
social media?
Focus on relationships, NOT
technologies.
What kind of relationship do you want?
TransactionalTransactional PassionatePassionateTransactional
Occasional
Impersonal
Short-term
Transactional
Occasional
Impersonal
Short-term
Passionate
Constant
Intimate
Loyal
Passionate
Constant
Intimate
Loyal
In the future, social networking will be
even easier.
Universal Sign-in
Facebook Connect Extends
See what friends
read/comment on
Social Moves Into Enterprise Apps
Salesforce Chatter
LinkedIn in Lotus Notes
Social on TV and Television Sets
Conversation around news events
Foxtel integrates Facebook &
Start measuring lifetime value in a new way.
+ Value of purchases
- Cost of acquisition
+ Value of new customers
from referrals
• Percent that refer
• Size of their networks
• Percent of referred people
who purchase
• Value of purchases
20
from referrals
+ Value of insights
+ Value of support
+ Value of ideas
= Customer lifetime value
• Value of purchases
• Percent that provide
support
• Frequency and value of
the support
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