This deck discuses the impact and opportunities surrounding the use of Social Media and Customer Service as a marketing channel.

1. “Customer Service as a Marketing Tool – in a Social Media Environment”

2. ©

3. It’s not about the platform

5. ©

6. It’s not about the platform

7. Groundswell Rising

8. Groundswell Rising

9. Reasons that US Social Network Users Joined a Social Network
May 2009
Gen Z Gen Y Gen X Boomers WWII Total
Keeping in touch w/friends 93% 82% 71% 62% 57% 75%
For fun 91% 61% 51% 38% 30% 55%
Keeping in touch w/family 27% 40% 40% 47% 51% 41%
Was invited by someone I know 22% 22% 30% 46% 60% 30%
Keeping in touch w/classmates 39% 40% 27% 12% 10% 30%
Keeping n touch w/biz network - 3% 6% 12% 2% 5%
Job searching - 3% 4% 10% 1% 4%
Biz Dev/Sales - 1% 6% 4% 4% 3%
Recruiting/search for new hires - 1% 1% 0% 0% 1%
Other 6% 3% 5% 3% 5% 4%
Source: eMarketer July 13, 2009

10. Reasons that US Social Network Users Joined a Social Network
May 2009
Gen Z Gen Y Gen X Boomers WWII Total
Keeping in touch w/friends 93% 82% 71% 62% 57% 75%
For fun 91% 61% 51% 38% 30% 55%
Keeping in touch w/family 27% 40% 40% 47% 51% 41%
Was invited by someone I know 22% 22% 30% 46% 60% 30%
Keeping in touch w/classmates 39% 40% 27% 12% 10% 30%
Keeping n touch w/biz network - 3% 6% 12% 2% 5%
Job searching - 3% 4% 10% 1% 4%
Biz Dev/Sales - 1% 6% 4% 4% 3%
Recruiting/search for new hires - 1% 1% 0% 0% 1%
Other 6% 3% 5% 3% 5% 4%
Source: eMarketer July 13, 2009

11. Social Networking Sites used by US Social Network Users
May 2009
Facebook MySpace Twitter LinkedIn
Generation Z 61% 65% 9% 0%
Generation Y 65% 75% 14% 9%
Generation X 76% 57% 18% 13%
Baby Boomers 73% 40% 13% 13%
WWII Generation 90% 23% 17% 4%
Source: eMarketer July 13, 2009

12. Social Networking Sites used by US Social Network Users
May 2009
Facebook MySpace Twitter LinkedIn
Generation Z 61% 65% 9% 0%
Generation Y 65% 75% 14% 9%
Generation X 76% 57% 18% 13%
Baby Boomers 73% 40% 13% 13%
WWII Generation 90% 23% 17% 4%
Source: eMarketer July 13, 2009

14. Everyone was all a Twitter

15. LinkedIn Reaches 38 Million Users
March, 2009

17. 412
years
http://ksudigg.wetpaint.com/page/YouTube+Statistics?t=anon

18. That’s a lot of angry
people PawPaw

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The difference between art and advertising is discipline.