Social

Media is

Marketing

Nirvana!

Marketer

Marketer

Marketer

What???

I hate this company

This product does not work

Have you called them? Ugh!

You should try working there!

This

Company

will be easy

&

helpful

Customer

I will love

the product

& service

will be great

Customer

Customer

What???

It is your fault!

Jump through these hoops to get help

We are not available

The system is down

Customer

Damn it! I will

tell everyone I

know about

this company!

Our Service

Department is

great & happy!

They have balloons

Marketer

I know!

Customers

want social

service!

Marketer

Customer

I finally

got help!

Marketer

They

love us

Customer

Need help?

Just

complain

as loud as

you can!

Marketer

Huh?

Welcome to @YourService

Customers and Employees own the brand

Winning in social requires a culture shift!

The change starts at the top

Social Service is a Failure

Social Service is not about shutting up the loudest

Customers!

Each interaction must drive change through all

service channels

Customers prefer social! Not! Sorry this is a myth

The Winning Formula

CE x P = Social Media Success (or Failure)

Defining CE

Company Experience is equal to:

(Product Experience +

Customer Interactions +

Employee Experience)

Defining P

Passion

The Power is in You!

Do not be afraid to share realities upward

Stories Drive Change! Use them

Every action you take sends a message! Try a

capital ‘C’

@YourService

Preorder today!

• Available April 24 in the United

States

• Available Early May, 2012 in the

UK

I look forward to chatting further!

@FrankEliason