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Going from Likes to Love: Unlocking the Power of Social

Going from Likes to Love: Unlocking the Power of Social. Katherine Smith Director Social & Commerce Petco @kittykatsmith. Erika Brookes Vice President Product Strategy Oracle Social Cloud @ebrookes. Agenda: How to Turn Those Likes into Loves. State of the “Social” Union

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Going from Likes to Love: Unlocking the Power of Social

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  1. Going from Likes to Love: Unlocking the Power of Social Katherine Smith Director Social & Commerce Petco @kittykatsmith Erika Brookes Vice President Product Strategy Oracle Social Cloud @ebrookes

  2. Agenda: How to Turn Those Likes into Loves • State of the “Social” Union • Empowered Consumers • Brand Building & Ambassadors • We’re All Ears – Listening is Key • Content that Resonates • Social as a Business Driver • Lessons Learned & Advice • Oracle Social Cloud (SRM)

  3. Like Can Never Replace Love

  4. State of Social - Social’s Swift Pace How long did it take to reach 50 Million users?

  5. Social is a Transformational Technology “Social media is not a fad. It is a powerful, global communication revolution that requires new approaches for all businesses.” Robert Safian Editor, Fast Company

  6. The Age of the Empowered ConsumerMobile, Social & Connected Across Multiple Platforms • 72% of online adults use social networking sites • Social is the No. 1 online activity (one-fifth time spent online social) • 55% of social consumption occurs on mobile devices: 63% of smartphone users are social • More than 50% of the world’s 2.4B Internet users access a social network • 75% of Facebook users outside U.S. comScore, Pew, Cisco, eMarketer 2013

  7. Empowered Customers Making Voices Heard 89% of consumers will begin doing business with a competitor following a bad customer experience Of those who have used social media believe that it has allowed them to find their voice. 75%+ have posted a negative comment on a social networking site after a poor customer experience

  8. Empowered Consumers Have Influence “If you make customers unhappy in the physical world, they might each tell six friends. If you make customers unhappy on the Internet, they can each tell 6,000.” Jeff Bezos Amazon CEO

  9. Forrester: The Age of the Empowered Consumer “Nails the Coffin on the Marketing Funnel” AWARENESS DISCOVER EXPLORE CONSIDERATION PREFERENCE ENGAGE PURCHASE BUY LOYALTY

  10. Social Brand Building & Ambassadors • 51% Fans and followers of brands are 51% more likely to purchase than non-fans • 50% of the profit in most categories is driven by “Super Consumers”. They are often the smartest, most engaged and articulate consumers in the category.  • of all purchases are subject to social influence.

  11. Social Brand Building & Ambassadors

  12. Petco: By the Social Numbers • Facebook fans grew 1,315%from July 2011 (175k) 2.3 Million Fans 82k+ Followers • Added 68KTwitter followers from July 2011 (14k) 15k+ Followers • YouTube views skyrocketed 1,951% from July 2011 (205K) 6.5k+ Followers 4 Million Views

  13. Team Behind the Petco Brand Building Internal Cross-Functional Partners Agency Partners

  14. We’re All Ears – Listening is Key! • Active Listening • Customer Service • Loyalty Integration • Community Integration • Video and Mobile • Social Search • Quantitative Analytics

  15. Content that Resonates & Inspires

  16. Content that Resonates & Inspires Creation Contribution Curation Distribution Syndication Ratings & Reviews

  17. Social As A Business Driver State of Social Today is Evolving, Shifting… Broadcasting Listening & Engaging Relationships

  18. Social Extended Across the Enterprise Social Customer Service Social Networking & Collaboration Social Commerce SocialSelling Social Marketing Social HR

  19. Social to Enhance the Customer Experience Majority of global executives (91%) wish to be considered a customer experience leader in their industry. 81% believe social an essential part. Oracle Global Executive CX Study

  20. Lessons Learned & Advice Be Authentic & Open Recognize & Reward Empower Employees Keep Innovating Share the Social Wealth Build a Multi-talented Team Right Technology is Essential Content is Indeed King Real-time Response & Relevance Listen & Learn

  21. Oracle’s Social Business Solution Embrace, Adapt, Innovate& Succeed Social Innovation & Expertise • Social Innovation & Expertise: Vitrue, Involver & Collective Intellect; Product Expertise w/ Leadership • CX Integrations: Social integrations across the enterprise; Oracle’s legacy of global CX expertise • Oracle Global Customers: Global customers and vision; plus global resources like scalability, security and ease of deployment. Unified Social Business Solution Oracle Global Customers CX Integrations

  22. Oracle Social Cloud: SRM Industry’s Only Unified, Comprehensive & Integrated Social Solution Social Marketing Social Engagement & Monitoring Social Network Social Data Social Network Social Data

  23. Oracle Social Cloud: Key Differentiators Industry’s Only Unified & Integrated Social Solution Best-in-Class Social Marketing Capabilities Leading Listening, Engagement and Routing Purpose Driven, Internal Social Collaboration Global Capabilities, Customers & Social Expertise Seamless Integration with Oracle Enterprise Portfolio Global Capabilities & Social Expertise

  24. Oracle CX connects every engagement your customer has with your brand • Leader in CRM Lead Management • Leader in E-Commerce • Leader in Sales Force Automation • Leader in CRM Web Customer Service • Leader in CRM for Large Organizations • Leader in CRM Customer Service Contact Centers • Leader in CRM Suite for Customer Service Solutions In Store Contact Center Social Field Service Mobile Direct Sales Channel Sales Oracle Commerce OracleSales Oracle Marketing Web Oracle Social Oracle Service Foundational Tools Oracle Cloud Infrastructure and Platform Services Oracle Integration and BPM/SOA Tools Oracle Mobile, Portal and Content Tools Oracle MDM, BI and Decisioning Tools

  25. Oracle CX delivers for youand your customers SMARTER SALES CONNECTED SERVICE MODERN MARKETING • COMMERCE ANYWHERE Personalize Experiences Connect Interactions Drive Results Sell More Know More Grow More Understand Needs Solve Problems Delight Customers Engage Audiences Know Buyers Drive Revenue

  26. Social Everywhere MODERN MARKETING • COMMERCE ANYWHERE SMARTER SALES SOCIAL ENGAGEMENT CONNECTED SERVICE BeEngaging, Be Insightful, Be Transparent

  27. Q&A? The Tail End Thank You!

  28. Graphic Section Divider

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