N2 Social media HUB

What is social media really about?

What do we really mean when we talk about social media?

1. Social browsing: Facebook is

theInternet.

2. Social company:

Decliningeffect of

traditionaladvertising.

3. Social service:

Rising importance of

personal customer service.

4. Social business: Enhancing business

processes with collaboration.

Goal of social media is to make people to recommend your company, brand, service or product.

1. Social browsing: Do you trust more Google than your

friends?

2. Social company:

When was the last time you

recommend an ad?

3. Social service:

Is there any idea to outsource your relation with customer?

4. Social business: Why our intranet

cannot be like Facebook?

RECOMMENDATION

“Recent research suggests that Facebook is overtaking search engines in terms of "time spent" on the web. Want to see where the trendline is heading?

Take a look at young female Facebook users, who spend as much as 5 hours on the site per day—and almost no time on the wider web.”

http://www.fastcompany.com/1700619/why-facebook-browsing-annihilates-web-browsing?partner=homepage_newsletter

Social media 2008

Social media 2010

SOCIAL MEDIA IS NOT MORE THAN FACEBOOK.

FACEBOOK IS MORE THAN SOCIAL MEDIA.

IT IS THE NEW STARTING PAGE OF THE INTERNET.

FOUR IMPLICATIONS TO FOLLOW.

1. Social Browsing and applications are the new Web.

2. Shift from advertising to recommendation continues.

3. Customer service situation will be the most important marketing

opportunity.

4. Social media can help the wholeorganization.

InnovationR&D

Sales

Internal & external

collaboration

Communication&

content

CRM

Customer service

Internal marketing

HR

ServicesSocial

Building bricks of recommendation

Content Customerservice

Constant communication

Customer insight & behavior

Collaboration

Customer word-of-mouth & recommendation

5 ways to generate recommendations1. Make kick-ass products that people love.

2. Answer to your customers questions. Negative comments should not be feared, but embraced.

3. Create compelling content with customer in the center.

4. Change your mindset from marketing to service.

5. Make recommendation technically as easy as possible.

riku.vassinen@n2.fi