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 &

Twitter

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