So Yesterday: Reaching Your Customer. So Today: Engaging Your Customer.
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Transcript of So Yesterday: Reaching Your Customer. So Today: Engaging Your Customer.
#SocialShakeUpTuesday September 16th, 10:30am, Industry 2
Chris Boudreaux, EY
@cboudreaux
Katy Keim, Lithium Technologies
@KatyKeim
Panel:
So Yesterday: Reaching Your Customer. So Today: Engaging Your Customer.
#SocialShakeUp
The Social Shake UpKaty Keim @lithiumtech
TALKING AT YOUR CUSTOMERS…SO YESTERDAY
Reaching ButNot Engaging?
SO Yesterday.
#SocialShakeUp@katykeim@lithiumtech
FAST
#SocialShakeUp
EASY
@katykeim@lithiumtech
#SocialShakeUp
SHARED
@katykeim@lithiumtech
#SocialShakeUp
I’m getting used to great
I’m getting used to great.
@katykeim@lithiumtech
#SocialShakeUp
“era of EXTREME expectations”
3 key challenges…
#SocialShakeUp
1people trust others more than they trust brands
@katykeim@lithiumtech
#SocialShakeUp
a major shift in credibility
Source: Edelman Trust Barometer 2014, Nielsen
Academic or expert 87%
Technicalexpert 86%
82%A person
like yourself
Financial orindustry analyst 53%
Regular employee 52%
CEO 43%
14% trust
advertising
@katykeim@lithiumtech
#SocialShakeUp
2we invest like this new reality is not true
@katykeim@lithiumtech
#SocialShakeUp
Investment has not changed much
spent globally on market research
spent globally on call centers
spent globally on advertising
$60Bn $300Bn $500Bn
@katykeim@lithiumtech
#SocialShakeUp
3we play defensenot offense when it comes to social
@katykeim@lithiumtech
#SocialShakeUp
brands acting out of fear, not opportunityWHAT IF THE POWER OF
THE CROWD WAS TAPPED TO MAKE GREAT THINGS HAPPEN?
#SocialShakeUp
ALS Slide
GROW INSIGHTS
ideas submittedin one day
6001,200
retail branches
equipped with iPads
PEER TO PEER SERVICE
resolution rate
70%
First contact
DRIVE REVENUE
2.5x
Engaged CustomersSpend More
communityvisitor
10x SuperFan
Chris BoudreauxEYSocial Media Governance
#SocialShakeUp
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This session title is:So Yesterday: Reaching Your Customer. So Today: Engaging Your
Customer.
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Tuesday September 16th, 10:30am, Industry 2