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Connect with Your Customers in a Whole New Way
SNA Terminal
Mainframe
LAN / WAN
Client
Server
LAN / WAN
Client
Server
Thousands customer interactions
connected things Billions Trillions
LTE
Mobile
Cloud
Millions
MAKE THE
SALE
BUILD YOUR
AUDIENCE
INCREASE BRAND
LOYALTY
Social Networks & Conversations Continue To Skyrocket
Major struggle to stay on top of new
conversations & networks Further complexities to reach your customers Deeper challenges to stand out from the crowd Increasingly difficult to find actionable insights
Customers Are on a Journey With Your Brand
• And They Are Talking About the Journey on Social Media
Customers Are on a Journey With Your Brand
• And They Are Talking About the Journey on Social Media
Absolutely! DM me a pic and I’ll take a look.
Northern Trail Outfitters
We’ve got high standards for durability. Here’s some info on the quality of our skis: bit.ly/34324
Northern Trail Outfitters [Blushing…] Thanks Jane, we’re psyched you’re psyched!
Northern Trail Outfitters
Looking at performance skis –NTO versus Everest OuSiTers – opinions?? I heard everest are more rugged/durable
Jane Finley @christanewton, if you’re looking for skis, I highly recommend NTO’s performance line. I’m sWll psyched every Wme I ski!
Jane Finley
@NTO my ski bindings are jammed and I can’t fix them. Can you help?
Jane Finley
@chrischilds @darylshaber I’m picking up my pair today!!#Boom
Jane Finley
Check out our newest skis– primed to hit the slopes with a full head of steam nto.com/ski15
Northern Trail Outfitters
But Connecting Social with Enterprise Customer Touch-Points is Hard…
Social Team
Service
MarkeWng
Sales
…Resulting in Missed Opportunities and Poor Customer Experiences
Sales
Missed opportuniWes to interact and engage with moWvated prospects on
social
Service
Customer complaints voiced on social are disconnected from the contact
center
MarkeWng
Teams are disconnected and fail to leverage social insights, influencers, and
content
200 Agents on Social Customer Service 24/7 Support in 14 Languages 75,000 social inquiries per week
Social Customer Service powered by Service Cloud $27M in Sales on Social Media in 2014 Awarded Best Digital Marketing NIMA
KLM Reinvents Customer Experience with Social
Source: hTp://www.mt.nl/591/87177/innovaWe-‐in-‐2014/klm-‐verdient-‐jaarlijks-‐25-‐miljoen-‐via-‐sociale-‐media.html
Source: US Mobile Total Monthly Minutes, comScore, June 2014, Facebook
Your customers are On Facebook
Target actual people with ads using Social
Your E-‐Mail, App User IDs or CRM Database Include or Exclude
Grow your email list Reach your customers and drive new revenue Drive your customer journeys with advertising
With Active Audiences, make advertising a 1:1 channel
Outrigger acquires subscribers who are like their best guests
Identified high-value customer segments based on bookings history and recent email engagement
Used Active Audiences to create Facebook Lookalikes based on precise past guest segmentation
Created efficient campaign reaching target on Facebook mobile feed using Social.com
Beat Cost Per Acquisition goal by 89%
Respondents were 2X more likely to opt-in for promotional email
MAKE THE
SALE
BUILD YOUR
AUDIENCE
INCREASE BRAND
LOYALTY
