SXSW 2015 Core Conversation: Don't Hire Robots - The #HumanTouch of Social
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Having the human touch when it comes to social media is the best way to forge a link between an organization and its supporters (read: customers). Don't hire robots: choose employees who are willing to own social media by becoming brand ambassadors and the main point of connection with customers, who then become brand ambassadors in turn. Presented by Jeanette Gibson, Hootsuite's VP of Customer Experience & Community, in a session at SXSW Interactive on how to enable your employees to become social without becoming robots.
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SXSW 2015 Core Conversation: Don't Hire Robots - The #HumanTouch of Social
- 1. Don’t Hire Robots: • Why the Human Touch Still Rules on Social Media VP, Community & Customer Experience @JeanetteG Jeanette Gibson #SXSW #HumanTouch #HootSX
- 3. Hootsuite Vision Revolutionize Communications via Social Community Vision Be the most loved brand in social media by building lasting relationships with our users and inspiring Hootsuite fans around the World
- 4. #HumanTouch
- 5. The State Of Customer Experience, Management, 2014 Companies view customer experience as one of their top priorities Use customer experiences as a competitive differentiator 92% © 2014 Forrester Research, Inc. Reproduction Prohibited 60%
- 8. “The general public want to hear directly from employees as ‘Ambassadors for the company.’” Edelman Trust Barometer
- 9. Employees Make Your Brand Personal ● Motivate with purpose, not profits ● Mobilize with education, provide the tools ● Make sharing content simple & easy ● Bring employee ideas front and center
- 10. #HootsuiteLife Employee Engagement @David_Thai That time I wore a kangaroo suit to the company retreat #hootsuitelife #TBT to that time we all tried to do the @torisswanson pose #whatgems #whodiditbest #Hootsuitelife
- 12. Brand Ambassadors 900 Ambassadors in 62 countries Being a Hootsuite Ambassador makes you part of a growing global community. Regardless of what country you are in, each local Hootsuite community is built by the same grassroots efforts that has made them such a huge success. - Danielle Hatfield -Hootsuite Ambassador, North Carolina
- 13. • Let community tell their story with visuals • #WellTraveled Photo Contests 480K Instagram Followers • 60% Increase in positive brand sentiment
- 14. @Jimmyjohns @Nordstrom @Airbnb @Lululemon @Medium @ZenPayroll @ZenDesk @Westjet @Translink Brands you tweeted…#SXSW February 2015 “Love List”
- 17. Key Takeaways • Trust your employees with business on social #Empower • Champion your customers’ needs #FeedbackLoop • Share content that resonates with your audience #Content • Use events to connect users with one another #Networking • Gamify the experience to make it fun and challenging #Reward