15.07.2010 Opening Keynote Clara Shih Hearsay Labs
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@clarashih ` HEARSAY LABS Business in The Facebook Era Preparing for a New Kind of Customer Relationship Clara Shih Author of The Facebook Era
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Werbeplanung.at Summit 10
Transcript of 15.07.2010 Opening Keynote Clara Shih Hearsay Labs
@clarashih ` HEARSAY LABS
Business in The Facebook Era
Preparing for a New Kind of Customer Relationship
Clara ShihAuthor of The Facebook Era
@clarashih ` HEARSAY LABS
Follow along
@werbeplanung@clarashih
http://facebook.com/thefacebookera
@clarashih ` HEARSAY LABS
Welcome to The Facebook Era
facebook475M users22B minutes a day
linkedin& twitter50M each
@clarashih ` HEARSAY LABS
Facebook usage in Austria has increased 38% YTD
In Austria, Facebook is the most popular social network (followed by sms.at and MySpace)
@clarashih ` HEARSAY LABS
Facebook is global and mainstream
@clarashih ` HEARSAY LABS
Social media is a top focus for business
73.5% of companies consider social media a top priority for 2010.
—CMO Survey, February 2010
@clarashih ` HEARSAY LABS
Today
Psychology of Facebook
5 Business Use Cases
Future of the Social Graph
@clarashih ` HEARSAY LABS
the psychology of facebook
@clarashih ` HEARSAY LABS
Facebook has become the template for our online identity
@clarashih ` HEARSAY LABS
Facebook Open Graph extends identity across the Web
@clarashih ` HEARSAY LABS
Meanwhile, user expectations have changed
@clarashih ` HEARSAY LABS
People trust friends most
@clarashih ` HEARSAY LABS
5 exciting business use cases
@clarashih ` HEARSAY LABS
1. Faceconnector: bringing social to CRM
First business application on Facebook – developed by Todd Perry and me in 2007
@clarashih ` HEARSAY LABS
2. Hypertargeted , social marketing
@clarashih ` HEARSAY LABS
3. Social crowdsourced customer service
@clarashih ` HEARSAY LABS
4. Replacing your (small business) website
@clarashih ` HEARSAY LABS
5. You can even order pizza on Facebook!
@clarashih ` HEARSAY LABS
future of the social graph
@clarashih ` HEARSAY LABS
Evolving our metrics
Social CLV = CLVold + Word-of-mouth referrals + Customer support cost savings + Sales resulting from idea contributions
@clarashih ` HEARSAY LABS
Protecting our privacy
@clarashih ` HEARSAY LABS
Please stay in touch
Clara ShihCEO, Hearsay Labsfacebook.com/[email protected]
Featured in The New York Times
Used as a textbook at Harvard Business School
Book signing during cocktail reception
