helsinki magnus thell 2009 05 15
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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
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
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: [email protected]: +46 (708) 950 822IM (Google Talk): magnusthellTwitter: @magnus_thell(www.twitter.com/magnus_thell)