Shel Holtz
-
date post
19-Oct-2014 -
Category
Business
-
view
970 -
download
5
description
Transcript of Shel Holtz
The State and Futureof Social Media
Shel Holtz, ABC
EveryoneEveryoneis socialis social
Business is engaging
Let’s stop calling itLet’s stop calling it“social” media“social” media
After all, all media are social
The state of social media is…
We can’t agree on…
• Definition• Metrics• Ownership/structure
We haven’t figured out…
• Strategy• Roles• Fragmentation
82%82%of brand managers are using social media
54%54%of companies block employee access
10%10%of companies have employee policies
Bad news for old methods
95%95%don’t trust advertising
($426 billion wasted)
92%92%don’t trust what companies say about themselves
91%91%don’t trust companies to act in their best interests
However…
33%33%of social media users believe companies
are interested in them
93%93%of social media users believe organizations should have a presence
85%85%want organizations to interact with customers using social media
78%78%believe word of mouth from “similar others”
-- McKinsey & Company
The end of an era
However…
58%58%believe companies aren’t engaged
because of lack of leadership support
The right conversations?
Product and Marketing?
Social Responsibility?
¾ of Americans unhappy with how companies
are engaging them on business issues.
If companies did, people would… Buy their products Be more loyal Recommend the company
Relationships vs. weak ties
Unprepared
Social media everywhere
Mobile
Employees engaged in Social CRM
The “rationale” for blocking
• Productivity• Loose lips• IT security• Bandwidth
The Case for Open AccessThe Case for Open Access
Social CRM
Customer Service Reps
Process-centricContact management Community management
Period engagement Sustained engagement
Simple transactions Complex relationships
All employees engaged
Conversation-centric
Mining employees’ social graphs
• Recruiting• Brand & product evangelism• Culture & values• Subject matter expertise• Better decision-making through SMPGs• Market intelligence• Crowdsourcing
Faster, more coordinated activism
The real-time web & redefining “news”
Transparency
Advertising drives social
More engagement
New social technologies
• Location-based services• Augmented reality
Copyright applies to this document – some rights reserved.This work is licensed under a Creative Commons
Attribution-non commercial-share alike 3.0 licensehttp://creativecommons.org/licenses/by-nc-sa/3.0
Questions?
• Shel Holtz, ABC
Phone: 415.367.3820Email: [email protected]: www.holtz.com Blog: blog.holtz.comPodcast: www.forimmediaterelease.bizSkype: shelholtzTwitter: @shelholtzFriendFeed: shelholtz2nd Life: Shel Witte