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Similar to Why social media matters (20)
Why social media matters
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Today’s game plan
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Definition
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What exactly is Social Media?
Source: http://www.wordle.net
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Social media is content created by people
to share and interact with each other
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Social media is about engaging with
relevant and dynamic communities
- 8. © 2009 RightNow Technologies, Inc.
Social media is a shift in how people
discover, read and share news,
information and content
- 9. © 2009 RightNow Technologies, Inc.
Social media is really about
conversations
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Why now?
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http://www.flickr.com/photos/nasacolab/2907661913/
Conversations were the
dark matter of the internet
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Social media platforms shed light on
and organized these conversations
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What’s changed?
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Democracy, immediacy, mobility and
transparency
- 16. © 2009 RightNow Technologies, Inc.
http://www.flickr.com/photos/crimsonninjagirl/2985286198/
Democracy: Everyone’s a publisher
- 17. 17© 2009 RightNow Technologies, Inc. 17http://www.flickr.com/photos/thelifeofbryan/78731605/
Immediacy: Right here, right now
- 19. © 2009 RightNow Technologies, Inc.
http://www.flickr.com/photos/keso/120174017/
Transparency: (Almost) everyone can see everything
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How does it work?
- 21. © 2009 RightNow Technologies, Inc.
© 2009 RightNow Technologies, Inc.
Some voices resonate more than others
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To understand why, we need to understand
the social graph
- 24. © 2009 RightNow Technologies, Inc.
Social capital: Their impact on their network
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http://www.flickr.com/photos/cayusa/2068087368/
Ambient intimacy: Their reach across their network
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Where is it happening?
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Conversations are happening nearly everywhere
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A few platforms have reached critical mass
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Lets apply the concepts of the social graph
to the major social media platforms
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What does this mean to us?
- 40. 40© 2009 RightNow Technologies, Inc. 40http://www.flickr.com/photos/tom_legrady/74576984/
Consumers can write about these experiences from
anywhere, at any time, for anyone
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RightNow customers need to be able to
monitor and participate in that conversation,
in real time
- 45. 45© 2009 RightNow Technologies, Inc. 45http://www.flickr.com/photos/brycej/2607655153/in/set-72157605792888092/
Web self service
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?
10,000 Support Calls
100,000 Self Service Incidents
... most interactions happen outside direct channels
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RightNow customers need to engage proactively on the
social web
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That’s where the RightNow Cloud Monitor comes in
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Cloud Monitor lets RightNow customers monitor their
brand and participate in the conversation on popular
social media platforms
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In other words, RightNow customers are enabled to
become active participants in the conversation
- 52. 52© 2009 RightNow Technologies, Inc.
This fundamental shift to community interaction
will change our customers’ businesses, because...
- 53. 53© 2009 RightNow Technologies, Inc.
Consumers value experience over (company) efficiency,
yet service and support organizations have been driven
by efficiency in recent years, however…
Efficiency
Personal
CRM
Relationships
- 54. 54© 2009 RightNow Technologies, Inc.
Efficiency
Personal
Relationships
Using tools like Cloud Monitor, will enable better
relationships while maintaining operational efficiency
CRM
Social
CRM
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Efficiency
Relationships
Customer Experience the RightNow way…
- 57. 57© 2009 RightNow Technologies, Inc.
Social media, the shift is away from transactions to
conversations...
- 58. © 2009 RightNow Technologies, Inc.
Social media is really about
conversations
- 59. © 2009 RightNow Technologies, Inc.
http://www.flickr.com/photos/11739182@N03/1263985679/
Welcome to the age of conversation!