Werbeplanung.at Summit 10

1. Business in The Facebook Era Preparing for a New Kind of Customer Relationship Clara Shih Author of The Facebook Era

2. Follow along @werbeplanung @clarashih http://facebook.com/thefacebookera

3. Welcome to The Facebook Era facebook 475M users 22B minutes a day linkedin & twitter 50M each

4. Facebook usage in Austria has increased 38% YTD In Austria, Facebook is the most popular social network (followed by sms.at and MySpace)

5. Facebook is global and mainstream

6. Social media is a top focus for business 73.5% of companies consider social media a top priority for 2010. —CMO Survey, February 2010

7. Today Psychology of Facebook 5 Business Use Cases Future of the Social Graph

8. the psychology of facebook

9. Facebook has become the template for our online identity

10. Facebook Open Graph extends identity across the Web

11. Meanwhile, user expectations have changed

12. People trust friends most

13. 5 exciting business use cases

14. 1. Faceconnector: bringing social to CRM First business application on Facebook – developed by Todd Perry and me in 2007

15. 2. Hypertargeted , social marketing

16. 3. Social crowdsourced customer service

17. 4. Replacing your (small business) website

18. 5. You can even order pizza on Facebook!

19. future of the social graph

20. Evolving our metrics Social CLV =CLVold + Word-of-mouth referrals + Customer support cost savings + Sales resulting from idea contributions

21. Protecting our privacy

22. Please stay in touch Clara Shih CEO, Hearsay Labs facebook.com/thefacebookera clara@hearsaylabs.com Book signing during cocktail reception Featured in The New York Times Used as a textbook at Harvard Business School