Understanding the shifting customer journey to deliver Social ROI.

Digital Transformation and Social ROI

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Speaker

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Richard Meiklejohn

GM, Asia Pacific, Hootsuite

@hootrichard

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Today’s Agenda •  Digital Transformation and Social ROI •  Future Social: 10 trends shaping the evolution of social media

marketing •  Debunking the Myths of Social Customer Service •  Advocacy & the Bottom Line •  Social Media ROI: Effectively Aligning Your Social Media Team •  Closing keynote & what we learned

4.3B

email accounts 5.4B social media accounts

Massive scale

Remember these?

60% of people who complain

on Twitter expect a response

within an hour

Source: Twitter

The social customer journey

Engagement Awareness Acquisition Evaluation Advocacy

Areas of Digital Transformation

Awareness Evaluation Acquisition Engagement Advocacy

C-Suite Marketing Selling Employee Advocacy

Customer Service

C-Suite Social

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C-Suite Social

Sets a vision for digital

transformation

Connect to the voice of the customer

Industry thought leadership

Develop personal brand

Social Marketing

Increase brand awareness

Actionable campaign insights

Build an engaged community

Compliance and risk mitigation

Social Marketing

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Customer Service

Improve customer satisfaction

Integrate with help desk and

CRM

Proactively identify issues or opportunities

Accelerate response times

Social Customer Service

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C   Social Selling

Century21

Social Selling

Used by sales reps, agents,

partners

Professional online profiles

Build long-term customer

relationships

Discover new leads and buying

signals

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Employee Advocacy

Employee Advocacy

Extend reach through

employees

Enhance trust via referral networks

Consistent company

messaging

Higher employee engagement

#HootConnect

Proving KPIs and ROI

Strategy & Timeline - Unified strategy

- Phased rollouts to teams

Training & Enablement

- To ensure adoption

Tools / Software - Analytics

- Social listening - Amplification - Security & compliance - Social ROI calculator

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Join us at the Hootsuite booth! We’re taking questions and having a discussion. Join us there!