helsinki magnus thell 2009 05 15

Your communication demands changeMagnus Thell, CisionHelsinki, 15th May 2009

Source: Forrester “The Customer Experience Index 2007”, http://www.forrester.com/Research/Document/Excerpt/0,7211,43877,00.html, Brandweek, http://www.brandweek.com/bw/news/recent_display.jsp?vnu_content_id=1003677228

“In the old days, someone might have a bad customer experience and tell 10

people. But now, with the rise of blogs, MySpace and Facebook, that person might

be able to tell 10,000 people. This totally changes the dynamic, and importance, of

customer experience.”

Bruce Temkin, vp/principal analyst at Forrester Research

Source: BBC News The Editors Blog, http://www.bbc.co.uk/blogs/theeditors/2008/02/journalists_and_pr.html

Source: CBS News http://www.cbsnews.com/stories/2009/05/04/business/main4988309.shtml ws

Change The New Arenas

Källa: Brian Solis, PR 2.0, The Conversation Prism, Creative Commons

Change New Behavior

Source: Google, www.google.com

Source: Electrolux Newsroom, http://newsroom.electrolux.com/

Company blog

Source: http://fastlane.gmblogs.com

Source: “My Starbucks Idea”, http://mystarbucksidea.com

Conversation

Source: Cision, http://twitter.com/cision/favourites

Customer Service

Source: http://www.facebook.com/hm

Communities - Crowdsourcing

Source: Tripadvisor http://www.tripadvisor.com Consumer - Conversation

Source: Twitter, Public Service of New Hampshire, http://twitter.com/psnh/status/1072097134

Society

Source: Public Service of New Hampshire, http://psnhnews.com/index.cfmSamhället

Source: CNN, http://edition.cnn.com/2009/WORLD/europe/02/25/twitter.amsterdam.plane.crash/index.html.

Newsfeed

Source: venturebeat.com

Commercialization

http://venturebeat.com/2009/05/11/socialmedia-turns-twitter-facebook-info-into-web-wide-social-ads/

Change Content

Source: Flickr Group Scania Fire Appliances/Apparatus, http://www.flickr.com/groups/scaniafireappliances/pool/page6/

Source: JetBlue, http://www.youtube.com/user/JetBlueCorpComm

Source: Ford, http://media.ford.com/products/focus08/index.html

Source: Electrolux Newsroom, http://newsroom.electrolux.com/

Change Some Useful Tips To Get Going

Press release

Product sites

Images & Video

Online NewsroomsNew

Service

• Start acting on own initiative

• Act on prioritizedarenas

• How will wehandle this arena?

• Who is responsible?

• Which arenas should we acton?

• Begin to listen at the conversation

• Learn how the arena interacts

• Begin to participate in the discussions

• Learn the language and the tone of the arena

Change 3 New Services

1

Social Media Releases, create a multimedia press release with customer designeintegrated with your video and images

2

3Social Media Newsrooms, create a standalone site with your design built on the foundation of visibilty and search enginetechnology and capitalize on the power of Social Media

Social Media Upload, From CisionPoint, simply upload your video- and image content to your account on YouTube and similar sites as you publish a release

Cision Social Media ServicesPowered by Sermo Consulting

Contact Information

Magnus Thell, CisionManaging Director Cision ScandinaviaE-mail: magnus.thell@cision.comMobile: +46 (708) 950 822IM (Google Talk): magnusthellTwitter: @magnus_thell(www.twitter.com/magnus_thell)