My presentation from IBMs Nobel Peace Price event in Oslo - 11th of December 2013.

1. How to succeed with social communication
From social media to social business. Trends and Inspiration.
Oslo, 11/12/2013
Christian Brosstad, Director of Communication and Head of Social Media
@chrisbros – tlf +47 970 80 686

2. RELEVANCE
@chrisbros

3. This is reality!
@chrisbros

4. @chrisbros

5. The worlds ”first”
purely mobile bank

6. 70% of Generation Y will
choose mobile banking
‘first’ by 2015, not Internet
banking or visiting a branch
Kilde: Gartner og Brett King

7. @chrisbros

8. It’s all about context!
@chrisbros

9. Who do we compete with
for people's attention?
@chrisbros

10. @SaraBeautyCorner Channel - One of the fastest Growing Norwegian YouTube channel

11. @chrisbros

12. Is it possible to make emotional
connections in the digital world?
@chrisbros

13. 1 in 5 couples meet online
Kilde: Brett King
@chrisbros

14. 1 in 4 divorces are
blamed on Facebook
Kilde: Brett King

15. So what about the
#-generation?
@chrisbros

16. @chrisbros

17. @chrisbros

18. Trust is the new currency

19. How can companies gain trust
in a world of digital media?
@chrisbros
http://froggey.files.wordpress.com/2008/07/lightning-storm-6-23-08.jpg

20. @chrisbros

21. To be open about your flaws and mistakes will
only make you more awesome as a brand
Pizza chain Domino’s: Times Square’s live feedback from Twitter

22. @chrisbros

23. @chrisbros

24. http://yourquestions.mcdonalds.ca

25. DO IT WITH
HUMOUR!
BODYFORM !
!
A video response to a customer on Facebook

27. @chrisbros

28. Who does the consumer trust?
92% trust recommendations
from friends and family
(+ 18% from 2007)
Online consumer
reviews are the second
most trusted source of
brand information with a
70% trust rating
(+ 15% from 2008)
Television ads were
trusted by only 47%
(- 24% from 2009)
Kilder: Nielsen, April 2012 og http://zocalogroup.com/

29. @chrisbros
Kilder: Nielsen, April 2012 og http://zocalogroup.com/

30. 4
@chrisbros

31. But two things first…
@chrisbros

32. Look outside your own
industry to get inspired
@chrisbros

33. Future heroes: Data analysts and storytellers

34. 1. Customer Service First
@chrisbros

35. CUSTOMER SERVICE
IS THE NEW MARKETING
Side 35

36. Our goals for the digital
communication
To be thought of
To be desired

37. Which company do you rate
best for customer service?
@chrisbros

38. The Zappos team is given complete
freedom to do whatever they think is
necessary to create a PEC (personal
emotional connection) with every
customer.

39. “We try to see every touch
point with the customer as an
opportunity to help”.
Carrie Whitehead, product strategy and user experience manager at Zappos Labs
@chrisbros

40. ”People will forget what you said, people
will forget what you did, but people will
never forget how you made them feel”.
Maya Angelou
@chrisbros

41. 2. To innovate with your
customers
@chrisbros

42. Today: Idea blog
www.pengeroglivet.no
Anno 2006

44. @chrisbros

45. 3. Think like a media company
@chrisbros

46. Fast! Fast! Fast! News in a second
@chrisbros

47. @chrisbros

48. 640x640 piksler - Your video can be 3-15 seconds long.

49. 640x640 piksler - Your video can be 3-15 seconds long.

50. Social stream
@chrisbros

51. @chrisbros

52. @chrisbros

53. Real-Time
Communication
Process, flow, shift,
continuous and relevant
It’s an on-going newsroom,
not an advertising campaign
Creating
Youtility
Customer Service first
Innovation through listening
Creativity through passion
To enable your
best fans to tell
your brand’s story
Kilde: http://www.convinceandconvert.com

54. 4. Be visual
@chrisbros

55. •
•
•
•
Over 6 billion hours of video are watched each month
100 hours of video are uploaded every minute
40% of YouTube’s views are on mobiles
Who’s on YouTube? Aged between 18 and 54
@chrisbros

56. YouTube is big among youngsters
(18-34 ) – monthly reach
00%
92%
90%
80%
70%
74%
69%
65%
65%
60%
50%
42%
40%
44%
39%
45%
38%
30%
20%
10%
0%
Kilde: YouGov og Youtube
@chrisbros

57. Get out! Photo Michael
Christopher Brown/Time
— Hurricane Sandy was the largest event ever
documented by cell phones, said Kevin
Systrom, CEO of Instagram.
@chrisbros

58. @chrisbros

59. @chrisbros

60. @chrisbros

61. Thanks for your time!
christian.brosstad@sparebank1.no
http://twitter.com/chrisbros
http://christianbrosstad.com
http://pengeroglivet.blogs.com