get serious about social

#seriousaboutsocial

brands like HP and Sephora reap multi-millions per year in benefits from social

10x moreBeautyTalk community

members spend

than average customers

#seriousaboutsocial

$7mmin savings by launching

the customer community

Facebook isn’t how they do it

of fans return to the facebook brand page22%of brand posts make it to fans’ news feeds317%of fans find brand messaging annoying on FB60%1: Ad Age, quoting Ehrenberg-Bass Institute study, 2012 >2: AdWeek, quoting Networked Insights study, 2011 >3: Mashable, quoting Facebook, 2011 >

of fans mention the brand on facebook1.5%

#seriousaboutsocial

top social brands use social for big things—serious things

$6.8mmin savings per yearfrom social support

3mm social customers resolve issues for

customers per month

#seriousaboutsocial

think: higher customer satisfaction, greater loyalty, reduced support costs & increased revenue

100%of customer service is

handled by the community—in an average of 90 seconds $10mm

Decreased complaints and increased retention—

annualized benefits of over

#seriousaboutsocial

here’s how to get in the game in 2013…

social media can be a game-changer

but only for the serious

#seriousaboutsocial

1. follow your head, not the herd

you’ve got fans…

now what?only .5%

of fans ever mention the brand

they like on Facebook

Just 2% of fans return to Facebook brand pages a second time. Don’t let your social strategy stop at Facebook—you’ll totally miss the boat.

#seriousaboutsocial

2. own it, don’t outsource it

only 9% of consumers say

they’ve heard from a brand after tweeting

about them

40% say they want

more engagement from brands

online

There’s a huge engagement gap on public social networks.You’ve got to own the social customer experience on your own domain.

#seriousaboutsocial

3. get out of the silo, get into a strategy

only 11% of social media

professionals say social strategy is guided by insights from other business groups

54%say they lack a comprehensive

customer experience strategy

Get others involved—across marketing, support and sales—to drive social customer experience to the strategic level.

#seriousaboutsocial

Experimentation is great. Endless experimentation is foolish and cowardly. We now live in a social customer experience economy.If you don’t embrace it, your competitors will.

4. stop dabbling, commit

63%of consumers search for help from other customers online

just 9%of brands think they do

#seriousaboutsocial

5. drop the fluffy metrics

The giffgaff customer community provides 100% of customer

service —in an average of

90 seconds

Reach, buzz, likes, comments, high fives—what do they really mean for your business? Not much. Think: reduced costs, greater satisfaction, increased revenue.

#seriousaboutsocial

BskyBBSkyB pushed customer satisfaction up to 87% since introducing social interactions across multiple platforms

6. don’t campaign, sustain

skypecommunity members help over 3mm customers per month and resolve 70% of cases on first contact.

A single Twitter campaign can create an ocean of comments. No way can you scale internal teams to meet the demands of today’s social customers.Enable social customers to help each other and build sustainable social programs that deliver real value.

#seriousaboutsocial

Ciscoreduced resolution time by 32% and saved $7mm by launching the customer community

get serious about social

Why Facebook Shouldn't Be the Center of Your Social Strategy

Online Community - The Heart of Social Strategy

Making Social the Way You Do Business

Social Business Advantage

Nailing Social Media ROI

The Social Customer Experience - What it Means, Why it Matters

The Changing Dynamics of Customer Care

get serious about social resources:

#seriousaboutsocial