1. From Fans and Followers to Customers and Advocates Jacob Morgan

2. Principal, Chess Media Group Author, Twittfaced Blogger: jmorganmarketing.com Traveler, Chess Lover, and Explorer Twitter: @JacobM Desert Safari, Dubai

3. Let’s Start with the Numbers Terracotta Warriors, Xi’an, China

7. The Customer is Changing. Is Your Company? The traditional customer is the one we all were as recently as a decade ago. We bought products and services and based our decisions on utility and price. We communicated with the companies we were dealing with by letter, phone call, and occasional e-mail, if they had the facility to do that. But that customer changed because of a social change in the early part of the millennium. The customer seized control of the business ecosystem and it was never the same .“ ~ Paul Greenberg, Author of CRM at the Speed of Light

8. Agenda

10. Product issues are PRODUCT ISSUES Don’t bribe your customers, fix the problem!

11. “ By 2010 more than half of companies that have established an online community will fail to manage it as an agent of change, ultimately eroding customer value . Rushing into social computing initiatives without clearly defined benefits for both the company and the customer will be the biggest cause of failure .” ~ Gartner Group Dubai desert

12. Dr. Natalie Petouhoff,

13. Dr. Natalie Petouhoff,

18. Hello Ladies! What Would You Do?