Social Media Around the Company In 5 Examples
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TechAmerica: customer service, community learning, HR, sales & marketing, listening, social media policy
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Social Media Around the Company In 5 Examples
- 1. Social Media: Around the Company in 5 Examples Petra Neiger, Senior Manager, Digital and Social Media Marketing, Cisco @petra1400 June 2012 © 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 1
- 2. Two-Way Joining the Attraction Communication Conversation ! Creating a Building Integration Relationship Communities © 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 2
- 3. • Largest Cisco customer community • 5.8M online visits last quarter • 24% Increase quarter / quarter • 320K+ social media users • 171K+ visits on mobile apps • 6 localized communities (English, Spanish, Portuguese, Japane se, Russian and Polish) © 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 3
- 4. 362k+ Members Learning & Teaching Each Other (as of 06/10/2012) © 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 4
- 5. Ad Impressions (Awareness) • Video to pique interest in demo • Demo served as a catalyst to Video Views begin in-depth technical (Consideration) conversations that influenced over $80M in ASR 9000 sales Demos • Video views tied directly to (Response) purhcase, not just awareness Result (Purchase) 210 qualified leads $80M+ influenced sales © 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 5
- 6. © 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 6
- 7. WW Technical Services Discovers Two P1 Issues and BU Resolves • P1 issues discovered via Radian6 alerts. • One customer reports total of 17 bugs with Cisco Nexus products through various TAC cases. • BU fully engaged and fixes all the reported issues. • Customer pleased with the technical support provided. Cisco Data Center Enters a New Market with Unified Computing (UCS) • First step to entering new terrain is listening and learning to what’s being said in the marketplace. • Active listening and strong feedback loops ensure Cisco’s language accurately reflects the external realities of customer conversations. • Earns legitimacy by coauthoring content with established thought leaders inside the community. • DC team amplifies customer enthusiasts and preempts detractors to improve receptivity to their insights. © 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 7
- 8. Read, Accept and Socialize • Must know social media policy before engaging • Integrated into COBC - must accept annually • Online training also available • A required course in our social media certification program © 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 8
- 9. @petra1400 Cisco Social Hub: Cisco Social Media Blog: http://socialmedia.cisco.com http://blogs.cisco.com/category/socialmedia © 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 9
- 10. Thank you.
Editor's Notes
- 84% of Fortune 100 companies are active on social media
- Data as of June 2012
- 89% of employers recruit in social networkshttp://recruiting.jobvite.com/resources/social-recruiting-survey.php