1. Zürich
re-invent how brands connect with their customers

2. 2LITHIUM CONFIDENTIAL
10:30 Registration, Coffee, Networking
11:00 Using Social to Re-invent How Brands Connect
11:20 Deep Dive: Social Customer Experience
12:15 Five Key Trends and Discussion
12:15 Morning Summary/ Q&A
12:30 Lunch
D

3. Lithium Confidential
“using social to re-invent how brands connect with their customers"
11:00

5. WE LEAD A DIGITAL LIFE...

11. it’s not just me

12. we all have extreme
expectations

18. 11:20

19. 19LITHIUM CONFIDENTIAL
socialwebsite
in-store phoneCompanies spend millions
every year improving
traditional channels.
Meanwhile their customers
increasing use social
channels!
Social is more than a
channel: it’s a new kind of
relationship with customers.
J

20. 20LITHIUM CONFIDENTIAL D

21. 21LITHIUM CONFIDENTIAL
Social objects are created and published through social applications.
The social graph drives conversation through the sharing of these objects.
D

22. 22LITHIUM CONFIDENTIAL D

23. 23LITHIUM CONFIDENTIAL
.COM Source: Forrester. “Interactive Brand Ecosystem”, Nate Elliott, 2011 >
reach strategyengagementowned media J

24. 24LITHIUM CONFIDENTIAL
“The most
recommended
company in its category
grows 2.5x category
average”
Source: Bain & Co.
J

25. 25LITHIUM CONFIDENTIAL
spotting influencers
tracking reputation
campaign management
listening & monitoring
social conversations
about brands, products
and services
customer feedback
D

26. 26LITHIUM CONFIDENTIAL
 individual conversations require responding, not just monitoring
• 57% of CEOs expect social to be a primary way of
engaging customers within five years1
• 70% of Tweets to brands go unanswered2
• 88% of consumers are less likely to buy from companies
who don’t respond on Twitter3
D

27. 27LITHIUM CONFIDENTIAL D

28. 28LITHIUM CONFIDENTIAL
12 minutes
D

29. 29LITHIUM CONFIDENTIAL D

30. 30LITHIUM CONFIDENTIAL
communities and innovation platforms
knowledge stores
marketing
intelligence
agent engagement
expert engagement
TKB automation
customer
records
CRM system
awareness
consider
purchase
listening
matching
prioritization
workgroups
routing
J

31. 31LITHIUM CONFIDENTIAL
Communities
Tribal Knowledge
Klout
agent engagement
expert engagement
TKB automation
customer
records
CRM system
awareness
consider
purchase
listening
Social Web
LSI
J

32. 32LITHIUM CONFIDENTIAL
community registrations
(on domain)
Turned on complete Lithium
platform with Social Web
350k
175k
0
social traffic
(off domain)
Month 5 Month 11
J

33. 33LITHIUM CONFIDENTIAL J

34. 34LITHIUM CONFIDENTIAL
▪ Marketing influence
• Klout score
• http://www.klout.com
• Twitter Grader
• http://twitter.grader.com
▪ Domain expertise
• Community Ranking
• Peer Influence
▪ Customer value
• CRM / loyalty programs
D

35. 35LITHIUM CONFIDENTIAL
Understanding an individual
customer in the context of a
specific transaction allows both
that customer and your
business to maximize the
current and future value of that
transaction. Recommendations
from customers with influence
drives marketplace success.
D

36. 36LITHIUM CONFIDENTIAL D
Primary Value Points:
▪ Cost Savings
▪ Enhanced Sales
▪ Improved CSAT
▪ Improved Acquisition
▪ Knowledge and Insight

37. 37LITHIUM CONFIDENTIAL D

38. 38LITHIUM CONFIDENTIAL
▪ Comprehensive web
presence
• website
• event marketing
• forums and idea exchange
• mobile tools
• standard social channels
▪ Social channels drive
product design and provide
feedback points (Migros
listens to customers)
D

39. 39LITHIUM CONFIDENTIAL

J

40. 40LITHIUM CONFIDENTIAL

J

41. 41LITHIUM CONFIDENTIAL
Communities
Tribal Knowledge
Klout
agent engagement
expert engagement
TKB automation
customer
records
CRM system
awareness
consider
purchase
listening
Social Web
LSI
J

42. 42LITHIUM CONFIDENTIAL
build advocacy, get recommended.
“The most
recommended
company in its category
grows 2.5x category
average”
Source: Bain & Co.
J

43. Lithium Confidential
“using social to re-invent how brands connect with their customers"
12:00

44. 44LITHIUM CONFIDENTIAL D

45. 45LITHIUM CONFIDENTIAL D

46. 46LITHIUM CONFIDENTIAL D

47. 47LITHIUM CONFIDENTIAL J

48. Lithium Confidential 12:15

49. 49LITHIUM CONFIDENTIAL D

50. 50LITHIUM CONFIDENTIAL
.COM Source: Forrester. “Interactive Brand Ecosystem”, Nate Elliott, 2011 >
reach strategyengagementowned media J

51. 51LITHIUM CONFIDENTIAL
“The most
recommended
company in its category
grows 2.5x category
average”
Source: Bain & Co.
J

52. 52LITHIUM CONFIDENTIAL
13.30 – 14:30 Vortrag & Diskussion: Learnings aus der Studie
"Challenges & Opportunities of Social Business Solutions" - wo
stehen DACH-Unternehmen und was sind ihre Herausforderungen?
14:40 – 15:40 Deep Dive and Solutions
15:45 – 16:00 Final Session Summary
16:00 end

53. Lithium Confidential

54. 54LITHIUM CONFIDENTIAL
13.30 – 14:30 Vortrag & Diskussion: Learnings aus der Studie
"Challenges & Opportunities of Social Business Solutions" - wo
stehen DACH-Unternehmen und was sind ihre Herausforderungen?
(ten minutes break)
14:40 – 15:40 Deep Dive and Solutions
1 hour coUNDco (tools deep dive)
15:45 – 16:00
Final wrap, thank you, next steps (fall workshops, etc.)
16:00 end

56. Lithium Confidential

57. Lithium Confidential

58. 58LITHIUM CONFIDENTIAL
.COM Source: Forrester. “Interactive Brand Ecosystem”, Nate Elliott, 2011 >
reach strategyengagementowned media

59. 59LITHIUM CONFIDENTIAL
communities and innovation platforms
knowledge stores
marketing
intelligence
agent engagement
expert engagement
TKB automation
customer
records
CRM system
awareness
consider
purchase
listening
matching
prioritization
workgroups
routing

60. 60LITHIUM CONFIDENTIAL
Communities
Tribal Knowledge
Klout
agent engagement
expert engagement
TKB automation
customer
records
CRM system
awareness
consider
purchase
listening
Social Web
LSI

61. 61LITHIUM CONFIDENTIAL
build advocacy, improve sales.
“The most
recommended
company in its category
grows 2.5x category
average”
Source: Bain & Co.

62. •
•
•

63. Lithium Confidential