4. Within a few years social media has grown from scratch to form a
significant communication and collaboration phenomena
Social media in numbers
34
hours of video uploaded
every minute onto
YouTube
600 000
new members
on Facebook every day
900 000
number of blog posts
put up every day
500 million
people on Facebook
84 %
of social media sites with
more women than men
1,7 billion
Internet users worldwide
7 million +
people following @ladygaga
on Twitter
65 million
tweets on Twitter per day
126 million
number of blogs on the internet
18 %
increase in internet users
from previous year
24. Ketchum and FedEx
This particular Twitter posting came back to bite the agency person from Ketchum
(New York office) who made some unflattering remarks about Memphis this morning
before he presented on digital media to the worldwide communications group at FedEx
(150+) people. Not only did an employee find it, they were totally offended by it and
responded to the agency person. The kicker is that they copied the FedEx Coporate
Vice President, Vice President, Directors and all management of FedEx’s
communication department AND the chain of command at Ketchum. Mr. Andrews,
the Ketchum presenter, did not take into account that many FedExers are native
Memphians and are fiercely defensive of their city and their company.
29. Only if you really don’t know it, you go to Google
30. Search is becoming less and part of our online activities
Compete’s director of online media and search told the San Francisco Chronicle
that a snapshot of web traffic from December showed 13 percent of the traffic to
major web portals like Yahoo, MSN and AOL came from Facebook. Traffic from
Google generated just 7 percent, which Compete said actually put it third in traffic
sources behind eBay, which accounted for 7.6 percent.
31. Having a website has never been so not important
mobile (apps)
user-driven
“everyware”
33. HOWEVER THEY SPEND MORE TIME
ON SOCIAL MEDIA (HYVES +41.000.000 FACEBOOK +26.000.000)
The Dutch spend less time online in May than they did in April
(2.091.000.000 vs 1.883.000.000 minutes)
34. THEY ARE NOT AT YOUR SHOP FOR
41 MILLION MINUTES EACH MONTH
35. It’s about a Social Transformation
Urgent Enterprise Wide
Social Transformation
Customerexpectationregardingsocialchannel
HighLow
HighLow
Market competitiveness
Social Transformation
Focused on
Customer Interaction
Social Transformation
Focused on
Cost Reduction
Gradual Social Transformation
Focused on
Corporate Branding and HR
36. Consumer
evangelismeUpsellTransaction
If you are not my friend, your are not my service provider
Relations, not transactions
Awareness Consideration Preference Action Loyalty
Find me Get to know me Hear my story Tell me your story Be me friend
Customer phases
Customer needs
Required activities Monitoring Reacting Conversing Responding Friending
Use the tools and platforms
your customers are already using
37. EVERYTHING YOU DO SHOULD AT LEAST
CREATE THE BEGINNING OF A
RELATIONSHIP
When you are in social media
38. YOU SHOULD HAVE STARTED 6 MONTHS
AGO
If you want to have success with social media right
now
39. Things you can do with Social Media
SMILE Activities
Supporting
Meshing
Interacting
Listening
• Help customers and let customers help themselves and others
• Ensure there is a platform for them where they can find you, the brand,
and other customers
• Integrate customer feedback and input in your product cycles
• Create a place where customers can provide input on your product and
where they can see the result.
• Start solving real world problems
• Create an environment that promotes and enables co creation
• Use a platform in which you can interact with your customers
• Doing web care is a good way to get to know what is said about your
products
• Give customers a platform on which they can share their thoughts.
Evangelizing
• Provide customers a home base with tools so they can promote you / your
products
• Create easy promotion kits that can be reused over and over again.
40. Your work is not about having meetings
Eliminate update meetings
–Are about old news
–Are not interesting for everybody
–Are just for the manager
Example
–Government institute
–Weekly update meeting
–10 people, 2 hours
–Moving to microblogging
–Instant updates, instant action
–1.5 hours saved per person per week
http://www.funnytimes.com/cartoons.php?cartoon_id=19951122
1.5 hours each week that could be spend on more important matters, such as your clients
S M I L E
41. “... study of the Lenovo community noted a 20% decline in the rate of
call volume comparative 2007 to 2008 time periods ...”
Resulting in:
Lower TCO of Support, Faster Response Time, Scalability in Peak Situations
S M I L E
46. S M I L E
TriMet offers an API for free
The best uses come from the users, so why not offer them the opportunity to come up
with the required applications
49. Engage your customers
Social Media not allows your to connect with the world, but also presents your with ability
to create a (hyper) local niche
S M I L E
57. What’s your story you are going to share?
Rick Mans
Social Media Lead
Papendorpseweg 100
Utrecht
The Netherlands
Phone: +31 6 51 21 01 44
E-Mail: rick.mans@capgemini.com
Twitter: http://twitter.com/rickmans
LinkedIn: http://nl.linkedin.com/in/rickmans
http://www.ted.com/talks/clay_shirky_how_cellphones_twitter_facebook_can_make_history.html
The last Earthquake in China was news around the globe in about 3 minutes. The quake before that was admitted by China after three months. Social media enabled the people living in the area to bring the news to their peers. No government regulation.