Jeff Nolan - Connecting the Dots

Jeff Nolan@jeffnolan

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The conversation is happening

Content drives customer

service and marketing

Authenticity is about trust

“Controlling the conversation is

like trying to force a date to go well”

- Chis Brogan

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Social Media

Social Business

Social CRM

Social Commerce

“To compete in this brave new world, we must unabashedly embrace the uncertainty of human contact.”

1.0… 2.0… Social…

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Competitive Focus Shift

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Influence!

• Organization• Processes• Strategy

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this question 35minutes ago

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Support Marketing

Commerce

API + Network

CompanyCustomers Relationships = Shared Benefits

Cus

tom

er E

xper

ienc

e La

yer

Marketing + C

hannel Mix

Social Integration

Layer

Col

labo

ratio

n La

yer

Observe Listen Engage Analyze Act

“Enables us to build the right product”---- TechSmith

“75% reduction in support tickets”---- Mint.com

“A marked improvement in our Net Promoter Score”---- Yola

400 Second Street, Suite 400San Francisco, CA 94107(877) 339-3997 TOLL-FREE

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