Attendees will learn some practical advice on how great companies are bringing value and certainty to Social business; justifying their investments, hiring for success and creating change in their organizations.

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What lessons can we learn from the best in Social?
How great companies are bringing value and
certainty to Social business; justifying their
investments, hiring for success and creating
change in their organizations.
Richard Beattie
@RichardLeRosbif

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 Technology & Social Changing Everything
 Empowered Customers in Control with High Expectations
 Transformational Changes Occurring for Business
 Technology is the Foundation
 Our Customers Finding Social Success
What I am going to say…

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Technology Changing Everything
St. Peter’s Square, Rome

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Rate of Adoption of Social Media
How long
does it take
to reach
50 Million
users?

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Social is Growing (and propelled by Mobile)
 Mobile Overtakes Desktop:
More than 52% of time spent online is now on
smartphones and tablets
 2+ hours per day spent with smartphones
 63% of smartphone users are social networkers
 1 Billion + Smartphones Worldwide.
 42% growth expected for tablets in 2014 alone.

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Online & Offline Worlds Continue to Merge

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Connected and Empowered Customers
 61% of consumers expect brands to
engage them with product and
promotional info on social.
 89% - The effectiveness of content
marketing when based on customer
testimonials.
 70% of all mobile searches result in
action within 1 hour.
 86% of customers will start doing
business with a competitor after a
bad customer experience.

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Shift in Power; Revolution.
Mass media Internet / 1:1 Social/Mobile
Customer Power
and Choice
Company Power
and Voice
Source: 2011 Customer Experience Impact Report (CEI), based on a survey commissioned by RightNow and conducted by Harris Interactive.
“If you make customers
unhappy in the physical
world, they might each
tell six friends. If you
make customers unhappy
on the Internet, they can
each tell 6,000.”
Jeff Bezos, Amazon CEO

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Customers Can Create Problems for Brands
Promoted Tweet to
300k after a negative
luggage experience.

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Brands Can Create Solutions for Customers

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Social is influencing Purchasing Decisions
Four in ten social users
have purchased an item
online or in-store after
sharing or favoriting it
90% of all purchases are
subject to social influence

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Businesses Seeing the Results

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“The whole company needs to move in a more social
direction. It’s across the whole value chain, from
recruitment through marketing and product development,
and onto execution of the marketing assets.”
Lars Silberbauer
Global Social Media Director, LEGO

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Problem; Social Aspirations are falling short
70% believe social is
transformational for
their organization.
Only 10% believe they
are doing it well.

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Social Business Evolution Takes Time
“The evolution of social business doesn’t happen overnight; its requisite is a
realization and cultural shift around the value that social media affords the entire
organization, across multiple business units and applications.”
Altimeter, “The Evolution of Social Business”

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Social businesses are maturing and evolving
Broadcasting Listening & Engaging Relationships

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Mobile
Social
In Store Contact Center
Field Service
Direct Sales
Channel SalesWeb
Oracle
Marketing
Oracle
Commerce
Oracle
Sales
Oracle
Service
Foundational Tools
Oracle Social
Connect every customer interaction with your brand

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Oracle Social Cloud Customers

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Our Customers are Embracing Social for Success
Globally & Locally
Connect & Build
Relationships
“All Ears” Listening;
Create Content that
Inspires & Resonates
Integrate Social w/ CRM
to Enhance Overall CX

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Do’s and Don’t’s of a Social Business
•Don’t wait for a proven ROI model for social in your
industry
•Experiment and just imagine a future where you are
the trusted source
Google: “Sweating over an ROI model for Social?”
Lesson
1

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•Don’t hide from the ‘radical-transparency’ brought by
Social Media
•Embrace it as a benefit and ensure executive support
engenders a shift in cultural behaviour
Lesson
2
Do’s and Don’t’s of a Social Business

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•Don’t let one person or department own Social
•Do make it everyone’s responsibility and then become
a socially enabled business
Google: Altimeter Group/Jeremiah Owyang - Center of Excellence
Lesson
3
Do’s and Don’t’s of a Social Business

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•Don’t hire Social Media aficionados…
•Hire people passionate about your brand
(and who understand business)
Lesson
4
Do’s and Don’t’s of a Social Business

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•Don’t just invest in the enabling technology
•Invest more on supporting the business change
Lesson
5
Do’s and Don’t’s of a Social Business

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@RichardLeRosBif
Richard Beattie
Thank you