1. H&R Block’s Social Story Leigh Mutert: @leighmutert Zena Weist: @zenaweist #sofresh

2. In the social web beginning, H&R Block was there

3. Second Life 2007

4. Truman Green 2008

8. We evolved – #sofresh

9. Customers = Stakeholders #sofresh

10. Our Team #sofresh CMO VP Com VP Marketing VP Client Experience Director Social Media Strategist Community Manager Business Analyst Project Manager

11. Revolving Hub & Spoke Social Media Team Legal HR Product Field Com IT Marketing R&D CS #sofresh

12. Our Team’s Mission Our business and our job is about helping people #sofresh

13. #sofresh

18. Tax Season 2010 We stepped up to engage 1:1 with the launch of our Get It Right Q&A Community Forum More than 1.5 million people visited the site between January and April 2010, viewing 13 million pages and asking over 120,000 unique tax-related questions. Apple’s highest rated financial App for February 2010 #sofresh

19. #sofresh

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22. How much more meaningfully can you say “thank you” than by being there to help at tax time? Their stated purpose in creating the community is customer retention, which when you think about it, is bizspeak for “thanking our customers.” (And, brilliantly, they will answer anyone’s questions. They don’t ask whether or not you’re an H&R Block customer.) Social Fresh Speaker Extraordinaire David B. Thomas #sofresh