1. Understanding the shifting customer journey to
deliver Social ROI.
Digital Transformation
and Social ROI
Join the conversation using #HootConnect

2. Speaker
#HootConnect
Richard Meiklejohn
GM, Asia Pacific, Hootsuite
@hootrichard

3. #HootConnect
Today’s Agenda
• Digital Transformation and Social ROI
• Future Social: 10 trends shaping the evolution of social media
marketing
• Debunking the Myths of Social Customer Service
• Advocacy & the Bottom Line
• Social Media ROI: Effectively Aligning Your Social Media Team
• Closing keynote & what we learned

4. 4.3B
email accounts
5.4B
social media accounts
Massive scale

5. Remember these?

6. 60%
of people who complain
on Twitter expect a response
within an hour
Source: Twitter

7. The social customer journey
EngagementAwareness AcquisitionEvaluation Advocacy

8. Areas of Digital Transformation
Awareness Evaluation Acquisition Engagement Advocacy
C-Suite Marketing Selling
Employee
Advocacy
Customer
Service

9. C-Suite Social

10. #HootConnect
C-Suite Social
Sets a vision for
digital
transformation
Connect to the
voice of the
customer
Industry thought
leadership
Develop personal
brand

11. Social Marketing

12. Increase brand
awareness
Actionable campaign
insights
Build an engaged
community
Compliance and
risk mitigation
Social Marketing
#HootConnect

13. Customer Service

14. Improve customer
satisfaction
Integrate with
help desk and
CRM
Proactively identify
issues or opportunities
Accelerate
response times
Social Customer Service
#HootConnect

15. C
Social Selling
Century21

16. Social Selling
Used by sales
reps, agents,
partners
Professional
online profiles
Build long-term
customer
relationships
Discover new
leads and buying
signals
#HootConnect

17. Employee Advocacy

18. Employee Advocacy
Extend reach
through
employees
Enhance trust
via referral
networks
Consistent
company
messaging
Higher employee
engagement
#HootConnect

19. Proving KPIs and ROI
Strategy & Timeline
- Unified strategy
- Phased rollouts to
teams
Training &
Enablement
- To ensure adoption
Tools / Software
- Analytics
- Social listening
- Amplification
- Security & compliance
- Social ROI calculator
#HootConnect

20. Join us at the Hootsuite
booth!
We’re taking questions and having a
discussion.
Join us there!