Consumer Social Media Usage Social Media 60% Not Using Social Media 54% increase over 2010 Source: consumeraffairs.com
800,000,000 Source: facebook.com
Having an online • Innovation community enables: • Col aboration • Evangelism • Loyalty
How do you measure them?
Measure: How it plays out • Followers • Influence • Sentiment • Whoa, a free Growth chicken Yeah, I heard sandwich if I that. dress like a cow? Yeah, come with. It’s going I’m going. And to be hilarious I’m taking and delicious. pictures. #chickfila
What we did • Planted a seed • Store visits • Impressions • Conversions • Exposure
How do you maintain & grow them?
Inside the mind of a community manager External Internal • Storytel er • Switchboard operator • Poster child • Teacher • Caretaker • Interpreter • Content curator/creator • Connector
Participate in conversation
THE POWER OF SOCIAL MEDIA COMMUNITIES Amanda Nelson Community Content Manager @mileigh13 Radian6, a salesforce.com company Oct. 14, 2011