10. A good experience on social media doesn’t matter if your customers have a bad experience elsewhere
11. ComcastCares only raised Comcast’s ACSI score 5 points, still 15 points below the average for their industryData: http://bit.ly/fMKtmC, http://bit.ly/eSmWbp, http://bit.ly/hVSCIZ
12. Community Managers are in danger Other Departments Have Discovered Social Media Data: http://twitter.com/#!/BurgerKing/status/31019054902804482
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14. Nobody is protecting usData: Altimeter - http://www.slideshare.net/jeremiah_owyang/career-social-strategist
30. $100k revenue in first 5 monthsData: http://blogs.balsamiq.com/product/2008/11/14/hit-100000-in-revenue-time-to-start-looking-up/, http://balsamiq.com/blogs
49. Will be easier once we’re not in the trenchesData: http://www.digitalbuzzblog.com/the-basics-of-social-media-roi-ppt-slideshare/, http://bit.ly/gIJUUX
52. Zappos: “The telephone is one of the best branding devices out there”Data: http://www.fastcompany.com/blog/alissa-walker/member-blog/tony-hsiehs-zapposcom
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54. Hard to change an organization after it’s set in its ways
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57. Letting you succeed is in the company’s best interest
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59. Thanks! More rants: www.understandingyourcustomers.com Me: @evanhamilton on Twitter evan@uservoice.com
61. Licensing This presentation is licensed under the Creative Commons Attribution-NonCommercial-ShareAlike3.0 Unported (CC BY-NC-SA 3.0), which means you should feel free to share it, use parts of it, and remix it as long as a) you’re not using it for commercial privileges and b) whatever you’re creating is licensed the same way. Because sharing is awesome.
Hinweis der Redaktion
Thanks to SMWSF, Krystyl, UserVoiceCreative Commons Attribution-NonCommercial-ShareAlike 3.0 Unported License – really boring way of saying “please share and use this info, as long as the work you do with it is also licensed the same way. Sharing is caring”#SMWSF hashtag
5 - Current state of the Community Manager5 - Success stories10 - The manifesto15 - Group discussionDestroy the free food and drinks
Sure, not everyone at a cocktail party knows what you do, but everyone knows what social media is.56% of Fortune 500 on Facebook60% on Twitter (35% more than 2009)79% of corporations doing social media
Sure, not everyone at a cocktail party knows56% of Fortune 500 on Facebook60% on Twitter (35% more than 2009)79% of corporations doing social media
Just because businesses see benefit of SM doesn’t mean that will end well for our customer engagement nuts
American Consumer Satisfaction Index(industry average 74)
We’ve succeeded in our living case study that engaging with customers is good. Now we have to scale it.
Nice guy marketing – making customer engagement a REAL business driver, not just one tool
Community Managers as they stand today don’t have the power to accomplish these things. That’s why, within 5 years, we need to start something new.
Help businesses build success by making their customers happy. Be in charge of that, not part of that. We’re going to start taking some responsibility and kicking some ass.