The Facebook Era: Preparing for a New Kind of Customer Relationship
1. The Facebook Era Preparing for a New Kind of Customer Relationship “The Facebook Era recognizes that we’ve come to a place where people can represent their real identity—and use the social filters on the Web to connect with the world around them.” —Sheryl Sandberg Chief Operating Officer, Facebook Clara Shih Author, The Facebook Era CEO, Hearsay Labs October 15, 2009
6. Welcome to The Facebook Era On Facebook alone . . . Over 300M active users 8 billion minutes spent each day 1 milliondevelopers from 180 countries is email dead?
24. The ultimate opt-in marketing channels Example Dell Outlet moved $2M in inventory over Twitter last year
25. Marketing: The power of hypertargeting “ Fifty percent of my advertising is wasted, I just don’t know which fifty percent Minimize wasted ads Latent interest Test new segments and messaging ”
26. Marketing: The power of referrals Word of mouth automated Existing customers = your sales force Search.twitter.com
28. Social Customer Lifetime Value (sCLV) Social CLV =CLVold + Word-of-mouth referrals + Customer support cost savings + Sales resulting from idea contributions
29. Thank you Stay in touch http://facebook.com/thefacebookera RELEASED APRIL 2009 Featured in The New York Times