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The last Earthquake in China was news around the globe in about 3 minutes. The quake before that was admitted by China after three months. Social media enabled the people living in the area to bring the news to their peers. No government regulation.
Within a few years social
media has grown from scratch to form a significant communication and collaboration phenomena Social media in numbers 34 hours of video uploaded every minute onto YouTube 600 000 new members on Facebook every day 900 000 number of blog posts put up every day 500 million people on Facebook 84 % of social media sites with more women than men 1,7 billion Internet users worldwide 7 million + people following @ladygaga on Twitter 65 million tweets on Twitter per day 126 million number of blogs on the internet 18 % increase in internet users from previous year
Ketchum and FedEx This particular
Twitter posting came back to bite the agency person from Ketchum (New York office) who made some unflattering remarks about Memphis this morning before he presented on digital media to the worldwide communications group at FedEx (150+) people. Not only did an employee find it, they were totally offended by it and responded to the agency person. The kicker is that they copied the FedEx Coporate Vice President, Vice President, Directors and all management of FedEx’s communication department AND the chain of command at Ketchum. Mr. Andrews, the Ketchum presenter, did not take into account that many FedExers are native Memphians and are fiercely defensive of their city and their company.
Search is becoming less and
part of our online activities Compete’s director of online media and search told the San Francisco Chronicle that a snapshot of web traffic from December showed 13 percent of the traffic to major web portals like Yahoo, MSN and AOL came from Facebook. Traffic from Google generated just 7 percent, which Compete said actually put it third in traffic sources behind eBay, which accounted for 7.6 percent.
It’s about a Social Transformation
Urgent Enterprise Wide Social Transformation Customerexpectationregardingsocialchannel HighLow HighLow Market competitiveness Social Transformation Focused on Customer Interaction Social Transformation Focused on Cost Reduction Gradual Social Transformation Focused on Corporate Branding and HR
Consumer evangelismeUpsellTransaction If you are
not my friend, your are not my service provider Relations, not transactions Awareness Consideration Preference Action Loyalty Find me Get to know me Hear my story Tell me your story Be me friend Customer phases Customer needs Required activities Monitoring Reacting Conversing Responding Friending Use the tools and platforms your customers are already using
Things you can do with
Social Media SMILE Activities Supporting Meshing Interacting Listening • Help customers and let customers help themselves and others • Ensure there is a platform for them where they can find you, the brand, and other customers • Integrate customer feedback and input in your product cycles • Create a place where customers can provide input on your product and where they can see the result. • Start solving real world problems • Create an environment that promotes and enables co creation • Use a platform in which you can interact with your customers • Doing web care is a good way to get to know what is said about your products • Give customers a platform on which they can share their thoughts. Evangelizing • Provide customers a home base with tools so they can promote you / your products • Create easy promotion kits that can be reused over and over again.
Your work is not about
having meetings Eliminate update meetings –Are about old news –Are not interesting for everybody –Are just for the manager Example –Government institute –Weekly update meeting –10 people, 2 hours –Moving to microblogging –Instant updates, instant action –1.5 hours saved per person per week http://www.funnytimes.com/cartoons.php?cartoon_id=19951122 1.5 hours each week that could be spend on more important matters, such as your clients S M I L E
“... study of the Lenovo
community noted a 20% decline in the rate of call volume comparative 2007 to 2008 time periods ...” Resulting in: Lower TCO of Support, Faster Response Time, Scalability in Peak Situations S M I L E
What’s your story you are
going to share? Rick Mans Social Media Lead Papendorpseweg 100 Utrecht The Netherlands Phone: +31 6 51 21 01 44 E-Mail: firstname.lastname@example.org Twitter: http://twitter.com/rickmans LinkedIn: http://nl.linkedin.com/in/rickmans