Dick Raman, CEO,

BrandReact, Inc.

!   http://www.youtube.com/watch?v=lFZ0z5Fm-Ng

!  Governments overthrown !  Every part of our life affected !  Not just for kids !  Fundamental Shift in Business

!  Consumer Power !  B2C and B2B

!  Consumer always had a voice !  Consumer Advocate Groups !  TV Shows

!  With Social Media !  The Masses can be mobilized !  Instantly

!  Consumers can damage or break your Company

!   http://www.youtube.com/watch?v=5YGc4zOqozo

!  Business Networking (90m Users) !  Resumes + Accomplishments +

Skills + Recommendations !  Professionals !  Executives

!  Company Profiles !  Groups (Discussions) !  Events

!  Micro-Blogging !  140 Char (SMS) !  Stream of Information (Real-Time)

!  Dip in and Take what you want !  Great search capabilities !  Live event commenting

!  3rd Largest Country !  1st in knowing its Citizens !  No Democracy

!  People are Narcissistic and Voyeurs !  Privacy or Transparency? !  National Social Networks

will fade away !  The web gets pulled in

!  Social Logins !  ‘Like’ anything

!  Companies need to Listen! !  Listen to what is said about your Brand !  And React!

!  Institute Corporate-Wide Listening !  Define a ‘Listening Policy’ !  Select suitable tools !  Involve all staff

!  93% of Americans believe a company should have a social media presence

!  85% believe a company should be active with customers in social media

!  56% feel a stronger connection with companies they interact with in social media

Cone Business, Sept 2008

!  Who is out there? !  What do they say? !  Where are they? !  When do I hear them? !  What matters most? !  What do customers expect? !  What can I do better? !  How am I contributing?

!  Effective social listening is not just technical, it is also a cultural and business process issue !  Involve the whole organization !  Loosely integrate with CRM

!  Appoint Chief Listening Officer !  Educate !  Set Policies !  Enforce

!  Listening & Response Platform

!  FUD: Fear – Uncertainty – Doubt !  Denial !  Privacy Concerns !  Identity Theft !  Under Age Kids

!  The Old way: !  First research on the Internet !  Then Buy in Store (or Online)

!  The New way: !  Research while in the Store !  Look for Reviews !  From Friends!

!  The Old Way: !  Use Targeting to

Convince

!  The New Way: !  Use Human

Engagement to Drive Preference and Loyalty

!  Retain Customers !  Acquire Customers !  Reputation Management !  Customer Service (in Public) !  Public Relations !  Exceed Expectations

!  Appoint A Chief Listening Officer !  Listen with a purpose !  Think enterprise !  Don’t try to boil the ocean !  Stand on the shoulders of giants !  Embrace the change

BrandReact Nederland BV io info@BrandReact.nl