5 Things I shared with Ecommerce University Students

1. 5 Things about Social Media Evelyn So30th October 2009

2. Social Media is not Facebook, Twitter, … 2 #1 What if Facebookdies tomorrow? Social Media will live on.

3. Social Media is not new 3 #2 Think: Communication via the latest technology “New” because…tipping point in the biz landscape

4. 4 Generations of Technology

5. 5 Psst, we’re the best! Which one? What are they saying? That one! We listen, we talk, we learn

6. #3 Social Media is not marketing(as in, marketing communication) Ecosystem – not another push channel Impact on the core strategy and operation Owned by the whole organization 6

7. “Not marketing?What else is it good for?” 7

8. Marketing and PR Research (customer, competitor, etc.) Product improvement New product development / co-creation Service Support Sales HR ….and more 8 What’s Social Media good for?

9. “Why has it got to do with biz strategy, operation or culture?” 9

10. Customers are co-shaping your reputation everyday Leaders will identify issues before they happen You realize that your customer does not care where you want them to go You know that <1% of a customer’s time is spent purchasing a product – 99% is spent browsing and socializing E-commerce will become E-community You focus on how people consume content and understand how it is changing Media world has changed – 74 /100 top outlets are blogs/online sites There is not a destination for customers Syndication of content matters more than traffic 10-20% customers call each year due to problems – 80-90% will not call the company despite problems Customers want to do 3 things to help each other – share ideas, share product knowledge, solve problems We don’t have to measure trust internally, we live it We judge people on how they interact with us – customers do the same thing Preparing for yesterday is ineffective – old models/habits hold back innovation Understand ethical behaviour is a key part of maintaining trust 10 Bob Pearson (Dell) 10

11. Examples:Companies Who Are Doing It Right 11

13. 2 Communities

14. Buyers

15. Sellers

16. Superb user experience via

17. Focused targets (products, users)

18. Design

19. Technology

20. Community cultivation12

22. Tweet mobile van’swhereabout

24. “Dancing, singing, flossing, and tweeting from the lululemon head office in Vancouver, BC.”

27. Social Media is not free 17 #5 To do it right, you need 5 steps..that requires people and time (=$)

28. 18

29. Summary 19

30. 20 Psst, we’re the best! Which one? What are they saying? That one! We listen, we talk, we learn

31. #1. Social Media is not Facebook,Twitter, etc. #2. Social Media is not new. #3. Social Media is not marketing. #4. Social Media is nothing without content. #5. Social Media is not free. 21

32. Connect with me! www.noesium.com evelyn.so@noesium.com www.noesium.com/blog @evelynso www.linkedin.com/in/evelynso noesium 22