1. Creating A Social Media Strategy Charlene Li Co-author of “Groundswell” Thought Leader, Altimeter Group
2. Is this what social media is about? Source: Wordle.net
3. What kind of relationship do you want? Transactional Occasional Impersonal Short-term Passionate Constant Intimate Loyal Focus on relationships, not technologies
18. Higher order metrics to consider How likely are you to recommend this to someone you know? Net Promoter Score Cost of acquisition Cost of retention Lifetime revenue Referral value Lifetime Value
19. How to find good help See a list at wiki.altimetergroup.com