g et serious about social

1. get serious about social #seriousaboutsocial

2. brands like HP and Sephora reap multi-millions per year in benefits from social BeautyTalk community members spend $7mm 10x more in savings by launchingthe customer community than average customers #seriousaboutsocial

3. Facebook isn’t how they do it .5% of fans mention the brand on facebook1 2% of fans return to the facebook brand page2 17% of brand posts make it to fans’ news feeds3 60% of fans find brand messaging annoying on FB 1: Ad Age, quoting Ehrenberg-Bass Institute study, 2012 > 2: AdWeek, quoting Networked Insights study, 2011 > 3: Mashable, quoting Facebook, 2011 > #seriousaboutsocial

4. top social brands use social for big things—serious things social customers resolve issues for $6.8mm 3mm in savings per year from social support customers per month #seriousaboutsocial

5. think: higher customer satisfaction, greater loyalty, reduced support costs & increased revenue Decreased complaints and increased retention—annualized benefits of over 100% of customer service is handled by the community—in an average of 90 seconds $10mm #seriousaboutsocial

6. social media can be a game-changer but only for the serious here’s how to get in the game in 2013… #seriousaboutsocial

7. follow your head, not the herd Just 2% of fans return to Facebook brand pages a second time. Don’t let your social strategy stop at Facebook—you’ll totally miss the boat. you’ve got fans… now what? only .5% of fans ever mention the brand they like on Facebook #seriousaboutsocial

8. 40% say they want more engagement from brands online only 9% of consumers say they’ve heard from a brand after tweeting about them 2. own it, don’t outsource it There’s a huge engagement gap on public social networks. You’ve got to own the social customer experience on your own domain. #seriousaboutsocial

9. 3. get out of the silo, get into a strategy Get others involved—across marketing, support and sales—to drive social customer experience to the strategic level. only 11% of social media professionals say social strategy is guided by insights from other business groups 54% say they lack a comprehensive customer experience strategy #seriousaboutsocial

10. 4. stop dabbling, commit 63% of consumers search for help from other customers online Experimentation is great. Endless experimentation is foolish and cowardly. We now live in a social customer experience economy. If you don’t embrace it, your competitors will. just 9% of brands think they do #seriousaboutsocial

11. 5. drop the fluffy metrics BskyB BSkyB pushed customer satisfaction up to 87% since introducing social interactions across multiple platforms Reach, buzz, likes, comments, high fives—what do they really mean for your business? Not much. Think: reduced costs, greater satisfaction, increased revenue. The giffgaff customer community provides 100% of customer service —in an average of 90 seconds #seriousaboutsocial

12. skype community members help over 3mm customers per month and resolve 70% of cases on first contact. Cisco reduced resolution time by 32% and saved $7mm by launching the customer community 6. don’t campaign, sustain A single Twitter campaign can create an ocean of comments. No way can you scale internal teams to meet the demands of today’s social customers. Enable social customers to help each other and build sustainable social programs that deliver real value. #seriousaboutsocial

13. get serious about social get serious about social resources: Why Facebook Shouldn't Be the Center of Your Social Strategy Online Community - The Heart of Social Strategy Making Social the Way You Do Business Social Business Advantage Nailing Social Media ROI The Social Customer Experience - What it Means, Why it Matters The Changing Dynamics of Customer Care #seriousaboutsocial