sxsw 2015 core conversation: don't hire robots - the #humantouch of social
TRANSCRIPT
Don’t Hire Robots: • Why the Human Touch Still Rules on Social Media
VP, Community & Customer Experience@JeanetteG
Jeanette Gibson
#SXSW #HumanTouch #HootSX
11M+Users
worldwide
1600+EnterpriseCustomers
744out of the
Fortune 1000
Hootsuite VisionRevolutionize Communications via Social
Community VisionBe the most loved brand in social media by building
lasting relationships with our users and inspiring Hootsuite fans around the World
#HumanTouch
The State Of Customer Experience, Management, 2014
Companies view customer experience as one of their top priorities
Use customer experiences as a
competitive differentiator
92%
© 2014 Forrester Research, Inc. Reproduction Prohibited
60%
Employees & #HumanTouch
“The general public want to hear directly from employees as
‘Ambassadors for the company.’”
Edelman Trust Barometer
Employees Make Your Brand Personal
● Motivate with purpose, not profits
● Mobilize with education, provide the tools
● Make sharing content simple & easy
● Bring employee ideas front and center
#HootsuiteLife Employee Engagement
@David_Thai That time I wore a kangaroo suit to the company retreat #hootsuitelife
#TBT to that time we all tried to do the @torisswanson pose #whatgems #whodiditbest #Hootsuitelife
Customers & #HumanTouch
Brand Ambassadors900 Ambassadors in 62 countries
Being a Hootsuite Ambassador makes you part of a growing global community. Regardless of what country you are in, each local Hootsuite community is built by the same grassroots efforts that has made them such a huge success. - Danielle Hatfield -Hootsuite Ambassador, North Carolina
• Let community tell their story with visuals
• #WellTraveled Photo Contests 480K Instagram Followers
• 60% Increase in positive brand sentiment
@Jimmyjohns@Nordstrom@Airbnb@Lululemon@Medium@ZenPayroll@ZenDesk@Westjet@Translink
Brands you tweeted…#SXSW
February 2015 “Love List”
Tools & #HumanTouch
Key Takeaways
• Trust your employees with business on social #Empower
• Champion your customers’ needs #FeedbackLoop
• Share content that resonates with your audience #Content
• Use events to connect users with one another #Networking
• Gamify the experience to make it fun and challenging #Reward
Thank You!
Jeanette Gibson@JeanetteG
#SXSW#HumanTouch#HootSX