marketing cloud - partner office hour (june 8, 2015)
TRANSCRIPT
Salesforce Social Studio Product Briefing and Roadmap June 8, 2015 Luke Ball, Sr. Director of Product Management
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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 Outfitters – 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 still psyched every time 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
Marketing
Sales
Customer Service
Legal
Enterprise Social
The State of Social Media Has Evolved
2006 Today
Agency Owns Social
PR Dept. Adopts Social
Marketing Adopts, and Social Care
emerges
Hub & Spoke Dominant
However, done right, Social drives real business value
of marketers see lead gen benefits with social media
66%
Source: Social Media Examiner “Social Media Marketing Industry Report” May 2014 and Bain & Company “Putting Social Media to Work”
of marketers see improved sales from social media
50% more spent when companies respond to customer service requests over social media
+20%- 40%
Our Vision: Social is Connected to Every Customer Interaction
Run social campaigns, engage with customers, and use social insights to drive marketing decisions
Find and connect to new customers faster with social lead generation
Surprise and delight your customers with social customer care
Social Listening, Publishing, and Engagement Across the Customer Success Platform
Based on Three Fundamental Pillars
Scalability
Team-based sharing model for social
accounts and key assets
Extensibility
Platform to enable integration,
connectivity, and innovation
Ease of Use
One app that’s easy to learn, use, and
remember. UX for web and mobile
Social Studio Has Seen Rapid Customer Adoption
May Jun July Aug Sep Oct Nov Dec Jan Feb Mar April May Jun
McDonald’s Drives Local Customer Connections on Social
54M Facebook fans, 2.6M Twitter followers Rolled out Facebook pages to all 14,500 restaurants (biggest brand deployment on Facebook) Marketers can share content, engage the community, and address customer satisfaction issues
Symantec Connects with Customers on Social in Times of Crisis Prominent information security incidents are broadly discussed and shared on social media Symantec monitors trending conversations and develops relevant editorial content in real-time Marketing, sales, and support teams capitalize on the opportunity to build customer relationships
KLM Leads the Industry on Social Most Socially Devoted Brand (4 quarters in a row) + Digital Marketing NIMA Award Ramped from 20 agents to over 200, including multiple locations & partners Tying social interactions to the customer record, exposed to pursers on KLM planes Using paid advertising via agency (Storm) to fill low inventory routes (€25M in 2014 sales)
June Release Highlights Connect with your audience via Facebook Video and Instagram § Reach your audience with powerful visual content and manage your community on Instagram. § Engage your Facebook community with auto-play videos. § Streamline publishing with default publishing macros and bitly link clicks.
Drill Deeper into your Social Dashboards
§ Drill into social conversations about competitors, brand conversations, trends and crises by mixing and matching filters.
§ Monitor and analyze your traffic with YouTube Dashboards.
Stay up to Speed and Take Action on the Go § Use your Salesforce credentials to log into Social Studio. § Get push notifications for approvals and assignments on your iPhone, iPad and Apple Watch. § Execute social marketing from the new Social Studio iPad app!