so yesterday: reaching your customer. so today: engaging your customer

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#SocialShakeU Tuesday September 16 th , 10:30am, Industry 2 Chris Boudreaux, EY @cboudreaux Katy Keim, Lithium Technologies @KatyKeim Panel: So Yesterday: Reaching Your Customer. So Today: Engaging Your Customer.

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Presentation by Chris Boudreaux and Katy Keim

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Page 1: So Yesterday: Reaching Your Customer. So Today: Engaging Your Customer

#SocialShakeUpTuesday September 16th, 10:30am, Industry 2

Chris Boudreaux, EY

@cboudreaux

Katy Keim, Lithium Technologies

@KatyKeim

Panel:

So Yesterday: Reaching Your Customer. So Today: Engaging Your Customer.

Page 2: So Yesterday: Reaching Your Customer. So Today: Engaging Your Customer

#SocialShakeUp

The Social Shake UpKaty Keim @lithiumtech

TALKING AT YOUR CUSTOMERS…SO YESTERDAY

Reaching ButNot Engaging?

SO Yesterday.

Page 3: So Yesterday: Reaching Your Customer. So Today: Engaging Your Customer

#SocialShakeUp@katykeim@lithiumtech

FAST

Page 4: So Yesterday: Reaching Your Customer. So Today: Engaging Your Customer

#SocialShakeUp

EASY

@katykeim@lithiumtech

Page 5: So Yesterday: Reaching Your Customer. So Today: Engaging Your Customer

#SocialShakeUp

SHARED

@katykeim@lithiumtech

Page 6: So Yesterday: Reaching Your Customer. So Today: Engaging Your Customer

#SocialShakeUp

I’m getting used to great

I’m getting used to great.

@katykeim@lithiumtech

Page 7: So Yesterday: Reaching Your Customer. So Today: Engaging Your Customer

#SocialShakeUp

“era of EXTREME expectations”

3 key challenges…

Page 8: So Yesterday: Reaching Your Customer. So Today: Engaging Your Customer

#SocialShakeUp

1people trust others more than they trust brands

@katykeim@lithiumtech

Page 9: So Yesterday: Reaching Your Customer. So Today: Engaging Your Customer

#SocialShakeUp

a major shift in credibility

Source: Edelman Trust Barometer 2014, Nielsen

Academic or expert 87%

Technicalexpert 86%

82%A person

like yourself

Financial orindustry analyst 53%

Regular employee 52%

CEO 43%

14% trust

advertising

@katykeim@lithiumtech

Page 10: So Yesterday: Reaching Your Customer. So Today: Engaging Your Customer

#SocialShakeUp

2we invest like this new reality is not true

@katykeim@lithiumtech

Page 11: So Yesterday: Reaching Your Customer. So Today: Engaging Your Customer

#SocialShakeUp

Investment has not changed much

spent globally on market research

spent globally on call centers

spent globally on advertising

$60Bn $300Bn $500Bn

@katykeim@lithiumtech

Page 12: So Yesterday: Reaching Your Customer. So Today: Engaging Your Customer

#SocialShakeUp

3we play defensenot offense when it comes to social

@katykeim@lithiumtech

Page 13: So Yesterday: Reaching Your Customer. So Today: Engaging Your Customer

#SocialShakeUp

brands acting out of fear, not opportunityWHAT IF THE POWER OF

THE CROWD WAS TAPPED TO MAKE GREAT THINGS HAPPEN?

Page 14: So Yesterday: Reaching Your Customer. So Today: Engaging Your Customer

#SocialShakeUp

ALS Slide

Page 15: So Yesterday: Reaching Your Customer. So Today: Engaging Your Customer

GROW INSIGHTS

ideas submittedin one day

6001,200

retail branches

equipped with iPads

Page 16: So Yesterday: Reaching Your Customer. So Today: Engaging Your Customer

PEER TO PEER SERVICE

resolution rate

70%

First contact

Page 17: So Yesterday: Reaching Your Customer. So Today: Engaging Your Customer

DRIVE REVENUE

2.5x

Engaged CustomersSpend More

communityvisitor

10x SuperFan

Page 18: So Yesterday: Reaching Your Customer. So Today: Engaging Your Customer

Chris BoudreauxEYSocial Media Governance

Page 19: So Yesterday: Reaching Your Customer. So Today: Engaging Your Customer

#SocialShakeUp

Before you leave this presentation, please go to the following URL on your smartphone:

bit.ly/SSUevalWe’d love your feedback, so please let us know your

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This session title is:So Yesterday: Reaching Your Customer. So Today: Engaging Your

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Tuesday September 16th, 10:30am, Industry 2