hootsuite - digital transformation: the role of social in the enterprise

Welcome to #HootBreakfast

800+of the Fortune 1000

Our customers

13M+Users worldwide

2,500+Enterprise customers

Jaime SteinCustomer Success Executive

@jaimestein

@hootsuite

Digital Transformation

The alignment of business to customers at every touchpoint in their digital journey.

We’re in an era of

unimagined disruption

Source: ‘Digital Transformation’ Report, Altimeter

Social

Real-time

Mobile

2013

2005

Technological disruptionis fueling a fundamental

cultural shift

4.3B

email accounts5.4B social media accounts

Remember 1999?

Baby boomers

Millennials

2011 workforce tipping

point

2026born in an era

of social

Driven by digital natives

Photo credit: KB Photography Blog

Remember these?

60%of people who complain

on Twitter expect a response

within an hour

Source: Twitter

Social Media is now the

second channel of choicefor college information

Source: Ruffalo Noel Levitz Study, 2015

“More than five million high net worth North Americans are likely to use social media

to assist with financial decision-making”

-Forbes

64% of government bodies cite citizen demands as

the primary driver of digital transformation

Source: Digital Transformation in Gov, Deloitte 2015

“41% of people said social media would affect their choice of a specific

doctor, hospital or medical facility”

Source: Demi & Cooper Advertising

The social customer journey

EngagementAwareness AcquisitionEvaluation Advocacy

Awareness Evaluation Acquisition Engagement Advocacy

Awareness Evaluation Acquisition Engagement Advocacy

Awareness Evaluation Acquisition Engagement Advocacy

Awareness Evaluation Acquisition Engagement Advocacy

Awareness Evaluation Acquisition Engagement Advocacy

Awareness Evaluation Acquisition Engagement Advocacy

+169% YOY

Awareness Evaluation Acquisition Engagement Advocacy

Awareness Evaluation Acquisition Engagement Advocacy

Awareness Evaluation Acquisition Engagement Advocacy

Awareness Evaluation Acquisition Engagement Advocacy

Awareness Evaluation Acquisition Engagement Advocacy

Competitive advantage

Improved customer journey

Increased efficiency

Digital Transformation is the key to winning

Modernized company vision

Empowered workforce

Your employees are your

Secret Weapon

Employee advocacy enables organizations to

leverage their employees in promoting the company’s message.

“Advocate content and interactions are more valuable; buyers see them as authentic

validation, not paid promotion.”

- Forrester, September 2015

Fortune 500 Brand vs. Employee Reach

Brand

Brand

~10

Average # of accounts

~10

Fortune 500 Brand vs. Employee Reach

Brand

~10

Average # of accounts

~10

14,678Average likes/account

1,456Average

followers/account

X

Fortune 500 Brand vs. Employee Reach

Brand

~10

Average # of accounts

~10

14,678Average likes/account

1,456Average

followers/account

Total Reach

X 1,736,079Est. reach of Brand

Fortune 500 Brand vs. Employee Reach

Brand

EntireWorkforce~163,500 employees

~10

Average # of accounts

~10

14,678Average likes/account

1,456Average

followers/account

Total Reach

X 1,736,079Est. reach of Brand

Fortune 500 Brand vs. Employee Reach

Brand

EntireWorkforce~163,500 employees

~10

Average # of accounts

~10

14,678Average likes/account

1,456Average

followers/account

Total Reach

163,500

# of accounts (est.)

163,500

X 1,736,079Est. reach of Brand

Fortune 500 Brand vs. Employee Reach

Fortune 500 Brand vs. Employee Reach

Brand

EntireWorkforce~163,500 employees

~10

Average # of accounts

~10

11Average friends/account

25Average

followers/account

14,678Average likes/account

1,456Average

followers/account

Total Reach

163,500

# of accounts (est.)

163,500

X

X

1,736,079Est. reach of Brand

Fortune 500 Brand vs. Employee Reach

Average F500 employees collectively have ~10x more social reach than combined brand accounts

Brand

EntireWorkforce~163,500 employees

~10

Average # of accounts

~10

11Average friends/account

25Average

followers/account

14,678Average likes/account

1,456Average

followers/account

Total Reach

163,500

# of accounts (est.)

163,500

X

X

1,736,079Est. reach of Brand

22,236,000Est. reach of Entire

Workforce

The cost of those 22M impressions would be approximately $33,000.

Are you ready for Digital Transformation?

C-Suite Marketing Selling Employee Engagement

Customer Service

Thank you.

Panel DiscussionDigital Transformation:

Challenges & Opportunities in Malaysia

Moderator

Alison NgCustomer Success Manager

Hootsuite

@AlyVds

#HootBreakfast

Panel

Chris SanigaVP Customer Success

Hootsuite

@CSaniga

#HootBreakfast

Emily LimManager Director

Lion & Lion

@LionLionDigital @Maxis

Bernard LeeHead of Communications

Maxis