dreaming big with social
DESCRIPTION
Marketers have an unprecedented opportunity to lead. As technology forces us to respond to customer needs in real-time, a majority of companies feel unprepared for the changing landscape in the digital era. In this webinar presentation, Cory Hartlen (Product Marketing Manager, ExactTarget Marketing Cloud) and Anne McGraw (Senior Manager of Customer Experience, Nissan) come together to welcome you to the “Internet of Customers.” They discuss different methods using social media to connect with your customers in a whole new way. This presentation shows how some of the biggest brands in the world are leading innovation with their customers.TRANSCRIPT
Welcome to theInternet of CustomersConnect with your customers in a whole new way
Cory HartlenProduct Adoption Team
ExactTarget MarketingCloud@coryhartlen
Fitbit Flex
#1 Health & Personal Care
50% shopped on mobile
IBM Digital Analytics Benchmark (10/1/13 through 12/31/13), Jan. 2, 2014.
“Mobile sales increased 46% in Q4, and mobile accounted for 35% all online traffic. ”
New York-RenoAugust 1, 2013
New York-RenoAugust 1, 2013
of companies lack an in-depth understanding of their customers
66%
IBM Study of 1,700 CMOs“From Stretched to Strengthened”
Most Companies Feel Unprepared
Evolve, or Die!Every marketer is in the business of business reinvention
Marketers areleading the internet of
CUSTOMERS
Marketers areleading the innovation with
CUSTOMERS
Ready Set Go!
Four Social Use Cases & Sales Plays
SocialListening
Community Management
Content Marketing
Social Customer
Care
Social Listening
CMO / VP of Marketing
“I want to understand voice of the customer in real-time.”
“How does our share of voice compare with our competitors?”
“I need to optimize my content with topical themes being discussed in our
community.”
“Who are the people that are influencing our brand and industry
conversations?“
Community Management
“How to I find and nurture online conversations about my brand?”
“How can I connect and engage with influential thought leaders?”
“What is the best way to find positive brand conversations that I can
amplify?”
“How do I track and engage in conversations across my team, ensuring brand consistency?”
Director of Social Media / Marketing / PR
Content Marketing
“How do I publish compelling content and tell stories that build real
engagement?”
“How do I plan and execute sophisticated social campaigns?”
“How do I collaborate across internal teams and agencies?”
“How do we maximize the reach of our content and drive interactions?”
CMO / VP of Marketing
Social Customer Care
“How improve customer loyalty by delivering care on the customer’s
choice of channels?”
“How do I connect with PR for brand crisis issues that transcend Service?
“How do I scale teams to meet expectations of fast responses on
social channels?”
“How do I deliver escalate from Social to other channels such as phone and
email?”
VP Customer Service
Questions?
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