lessons learned by social businesses, 10 june 2014

Copyright © 2013, Oracle and/or its affiliates. All rights reserved.1 @RichardLeRosBif

@RichardLeRosBifRichard Beattie

Lessons Learned by Social Businesses10 June 2014


Socially-Enabled BusinessesToday’s Key Takeaways

Technology & Social Changing Everything Empowered Customers in Control with High Expectations Transformational Changes Occurring for Business Technology is the Foundation Our Customers Finding Social Success


St. Peter’s Square, Rome

Mobile, Digital, Social via the Cloud

Technology Changing Everything


Adoption of Technology - Social’s Swift Pace

How long does it take

to reach

50 Million users?


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

The Social Mindset is Here to Stay


o 42% growth expected for tablets in 2014 alone.

o 1 Billion + Smartphones Worldwide.

o 2+ hours per day spent with smartphones.

Social is Growing…Mobile Propelling it Along.

o 63% of smartphone users are social networkers

o Mobile Overtakes Desktop: More than 52% of time spent online is now on smartphones and tablets.70%+

Copyright © 2013, Oracle and/or its affiliates. All rights reserved.7

Online & Offline Worlds Continue to Merge


Connected & Empowered CustomersCloud Enabling Powerful Digital Connections

o 70% of all mobile searches result in action within 1 hour.

o 86% of customers will start doing business with a competitor after a bad customer experience.

o 61% of consumers expect brands to engage them with product and promotional info on social.

o 89% - The effectiveness of content marketing when based on customer testimonials.


Consumerization has Affected Your Business

Mass media Internet / 1:1 Social/Mobile

Customer Power and Choice

Company Power and Voice

Source: 2011 Customer Experience Impact Report (CEI), based on a survey commissioned by RightNow and conducted by Harris Interactive.

“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


Customers Can Create Problems for Brands

Promoted Tweet to 300k after a negative luggage experience.


Brands Can Create Solutions for Customers


Social is Influencing Purchasing Decisions

Four in ten social users have purchased an item online or in-store after sharing or favoriting it.

40%

90% 90% of all purchases are subject to social influence.


Businesses Seeing the Real Results


Brands Rethinking Social Across Enterprise

“The whole company needs to move in a more social direction. It’s across the whole value chain, from recruitment through marketing and product development, and onto execution of the marketing assets.”

Lars SilberbauerGlobal Social Media Director, LEGO

http://www.google.com/url?sa=i&rct=j&q=&esrc=s&source=images&cd=&cad=rja&uact=8&docid=q1LrdpGYgwZTuM&tbnid=Q4NpB8Gw22IxVM:&ved=0CAUQjRw&url=http://www.socialmedia-forum.com/europe/component/content/article/104-speakers-2012/640-lars-silberbauer-head-of-social-media-lego-group&ei=gwQeU6iLKIa52wXRyoDgCg&bvm=bv.62578216,d.b2I&psig=AFQjCNF8empY-IVX5csdXX9GMAe2AOYlQw&ust=1394562454766831

http://www.google.com/url?sa=i&rct=j&q=&esrc=s&source=images&cd=&cad=rja&uact=8&docid=4vx4m0bZTDCRjM&tbnid=vcrhvid2MANKAM:&ved=0CAUQjRw&url=http://www.daddysincharge.com/2012_10_01_archive.html&ei=_wQeU7jtO6eA2gXFpYDIDQ&bvm=bv.62578216,d.b2I&psig=AFQjCNHxEfhWYH3aaB6JKI5pKzytgJeBoA&ust=1394562682297031


70% believe social is transformational for

their organization.

Only 10% believe

they are doing it well.

Problem: Social Aspirations Falling Short

MIT Sloan Management Review, July 2103


• “The evolution of social business doesn’t happen overnight; its requisite is a realization and cultural shift around the value that social media affords the entire organization, across multiple business units and applications.”

Altimeter, “The Evolution of Social Business”March 2013

Social Business Evolution


Social Today is Evolving & Maturing…

Broadcasting Listening & Engaging Relationships


Mobile

SocialIn Store Contact Center

Field Service

Direct Sales

Channel SalesWeb Oracle Marketing

Oracle Commerce

OracleSales

Oracle Service

Foundational Tools

Oracle CloudInfrastructure and Platform Services

Oracle MDM, BI and Decisioning Tools

Oracle Integration and BPM/SOA Tools

Oracle Social

Oracle Mobile, Portal and Content Tools

Connects

every

customer

engagement

with your

brand.

Oracle’s Complete CX Portfolio


Oracle Social Cloud: Key Differentiators

Global Capabilities & Social Expertise

LSA-Powered Listening & Engagement

Purpose Driven, Internal Social Collaboration

Seamless Integration with Oracle Enterprise Portfolio

Global Capabilities &Resources

Social Everywhere Integration with Oracle CX Applications

Global SocialGlobal UI, Advanced Listening, Data Sources

Deeper ListeningEliminates Dirty Data for Precise Insights

Unified Platform Industry’s Only Unified Social Solution


Oracle Social Cloud Customers


Our Customers Are Embracing Social for Success

Globally & LocallyConnect & Build

Relationships

“All Ears” Listening; Create Content that

Inspires & Resonates

Integrate Social w/ CRM to Enhance

Overall CX


Do’s and Don’t’s of Modern Marketing in a Social World

Don’t wait for a proven ROI model for social in your industry

Experiment and just imagine a future where you are the trusted source

Google: “Sweating over an ROI model for Social?”

Lesson

1



Don’t hide from the ‘radical-transparency’ brought by Social Media

Embrace it as a benefit and ensure executive support engenders a shift in cultural behaviour

Lesson

2



Don’t let one person or department own SocialDo make it everyone’s responsibility and then become a socially enabled business

Google: Altimeter Group/Jeremiah Owyang - Center of Excellence

Lesson

3



Don’t hire Social Media aficionados…Hire people passionate about your brand (and who understand business)

Lesson

4



Don’t just invest in the enabling technologyInvest more on supporting the business change

Lesson

5


@RichardLeRosBifRichard Beattie

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