Embed Size (px)
Citation preview
@clarashih ` enterprise social
Os negócios na Era FacebookPreparing for a New Kind of Customer Relationship
Clara ShihCEO of Hearsay andAuthor of The Facebook Era
18 August 2010
@clarashih ` enterprise social
Follow along
@digitalage20@clarashih
http://facebook.com/thefacebookera
@clarashih ` enterprise social
Welcome to The Facebook Era
facebook500M users22B minutes a day
linkedin& twitter65M each
@clarashih ` enterprise social
Facebook is global and mainstream
@clarashih ` enterprise social
Social media is a top focus for business
73.5% of companies consider social media a top priority for 2010.
—CMO Survey, February 2010
@clarashih ` enterprise social
Today
Psychology of Facebook
5 Business Use Cases
Q&A
@clarashih ` enterprise social
the psychology of facebook
@clarashih ` enterprise social
Facebook has become the template for our online identity
@clarashih ` enterprise social
Facebook Open Graph extends identity across the Web
@clarashih ` enterprise social
Meanwhile, user expectations have changed
@clarashih ` enterprise social
People trust friends most
@clarashih ` enterprise social
Facebook and Twitter are radically new modes of communication
@clarashih ` enterprise social
5 exciting business use cases
@clarashih ` enterprise social
1. Listening… and social crowdsourced customer service
@clarashih ` enterprise social
2. Hypertargeted , social marketing
@clarashih ` enterprise social
3. Replacing your (small business) website
@clarashih ` enterprise social
4. You can even order pizza on Facebook!
@clarashih ` enterprise social
5. Enterprise social CRM
Faceconnector – 2007First business application on Facebook (developed by Todd Perry and me)
@clarashih ` enterprise social
5. Enterprise social CRM
@clarashih ` enterprise social
The Facebook Era 2nd Edition:Coming next week
Featured in the New York TimesUsed as textbook at Harvard Business School
http://tinyurl.com/facebookera2
@clarashih ` enterprise social
Please stay in touch
Clara ShihCEO of [email protected]
http://facebook.com/thefacebookera
@clarashih ` enterprise social
Protecting privacy
@clarashih ` enterprise social
Evolving our metrics
Social CLV = CLVold + Word-of-mouth referrals + Customer support cost savings + Sales resulting from idea contributions
