Don’t Hire Robots: • Why the Human Touch Still Rules on Social Media

VP, Community & Customer Experience@JeanetteG

Jeanette Gibson

#SXSW #HumanTouch #HootSX

11M+Users

worldwide

1600+EnterpriseCustomers

744out of the

Fortune 1000

Hootsuite VisionRevolutionize Communications via Social

Community VisionBe the most loved brand in social media by building

lasting relationships with our users and inspiring Hootsuite fans around the World

#HumanTouch

The State Of Customer Experience, Management, 2014

Companies view customer experience as one of their top priorities

Use customer experiences as a

competitive differentiator

92%

© 2014 Forrester Research, Inc. Reproduction Prohibited

60%

Employees & #HumanTouch

“The general public want to hear directly from employees as

‘Ambassadors for the company.’”

Edelman Trust Barometer

Employees Make Your Brand Personal

● Motivate with purpose, not profits

● Mobilize with education, provide the tools

● Make sharing content simple & easy

● Bring employee ideas front and center

#HootsuiteLife Employee Engagement

@David_Thai That time I wore a kangaroo suit to the company retreat #hootsuitelife

#TBT to that time we all tried to do the @torisswanson pose #whatgems #whodiditbest #Hootsuitelife

Customers & #HumanTouch

Brand Ambassadors900 Ambassadors in 62 countries

Being a Hootsuite Ambassador makes you part of a growing global community. Regardless of what country you are in, each local Hootsuite community is built by the same grassroots efforts that has made them such a huge success. - Danielle Hatfield -Hootsuite Ambassador, North Carolina

• Let community tell their story with visuals

• #WellTraveled Photo Contests 480K Instagram Followers

• 60% Increase in positive brand sentiment

@Jimmyjohns@Nordstrom@Airbnb@Lululemon@Medium@ZenPayroll@ZenDesk@Westjet@Translink

Brands you tweeted…#SXSW

February 2015 “Love List”

Tools & #HumanTouch

Key Takeaways

• Trust your employees with business on social #Empower

• Champion your customers’ needs #FeedbackLoop

• Share content that resonates with your audience #Content

• Use events to connect users with one another #Networking

• Gamify the experience to make it fun and challenging #Reward

Thank You!

Jeanette Gibson@JeanetteG

#SXSW#HumanTouch#HootSX