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The Social Challenge: Connecting Customers in a Multichannel World Hosted by IG Digital and Zoodikers Consulting THE SOCIAL CHALLENGE Connecting Customers.

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Presentation on theme: "The Social Challenge: Connecting Customers in a Multichannel World Hosted by IG Digital and Zoodikers Consulting THE SOCIAL CHALLENGE Connecting Customers."— Presentation transcript:

1 The Social Challenge: Connecting Customers in a Multichannel World Hosted by IG Digital and Zoodikers Consulting THE SOCIAL CHALLENGE Connecting Customers in a Multichannel World

2 The Social Challenge: Connecting Customers in a Multichannel World Hosted by IG Digital and Zoodikers Consulting Today’s Hashtag #SMWcc Slides and Links Link to Report italReport SMWLCC

3 The Social Challenge: Connecting Customers in a Multichannel World Hosted by IG Digital and Zoodikers

4 The Social Challenge: Connecting Customers in a Multichannel World Hosted by IG Digital and Zoodikers Consulting Founder of Zoodikers Consulting 25 years consulting on marketing and PR Saatchi, BBC, Visa, Harrods, Police Federations, Universities, Health Trusts… Chairperson of PRCA’s South East Group Commentator on social media for BBC TV and radio Speaker/moderator at high-profile industry events Katie

5 The Social Challenge: Connecting Customers in a Multichannel World Hosted by IG Digital and Zoodikers Consulting

6 The Social Challenge: Connecting Customers in a Multichannel World Hosted by IG Digital and Zoodikers Consulting But what does the future hold?

7 The Social Challenge: Connecting Customers in a Multichannel World Hosted by IG Digital and Zoodikers Consulting Changing Business Landscape

8 The Social Challenge: Connecting Customers in a Multichannel World Hosted by IG Digital and Zoodikers Consulting The Internet of Things will thrive by 2025…the rise of embedded and wearable computing will bring the next revolution in digital technology #IoT

9 The Social Challenge: Connecting Customers in a Multichannel World Hosted by IG Digital and Zoodikers Consulting Internet of Things

10 The Social Challenge: Connecting Customers in a Multichannel World Hosted by IG Digital and Zoodikers Consulting

11 The Social Challenge: Connecting Customers in a Multichannel World Hosted by IG Digital and Zoodikers Consulting

12 The Social Challenge: Connecting Customers in a Multichannel World Hosted by IG Digital and Zoodikers Consulting © 2012 Forrester Research, Inc. Social is an inevitable part of the future of business

13 The Social Challenge: Connecting Customers in a Multichannel World Hosted by IG Digital and Zoodikers Consulting

14 The Social Challenge: Connecting Customers in a Multichannel World Hosted by IG Digital and Zoodikers Consulting Part of wider integrated business and marketing Your audiencesBusiness objectives Marketing objectives Perceptions to create in 3, 6, 9 months Messages to convey INFLUENCE THEM PR & social media tools Clients: Twitter/LinkedIn Online PR Blog Networking Prospects LinkedIn Groups Case studies Social media Awards Staff, partners Webinars Newsletters Social media Influencers News stories Social media

15 The Social Challenge: Connecting Customers in a Multichannel World Hosted by IG Digital and Zoodikers Consulting 23 September 2014

16 The Social Challenge: Connecting Customers in a Multichannel World Hosted by IG Digital and Zoodikers Consulting Research Rationale 65 organisations interviews Structured and open questions Interviews from marketing, IT, customer experience professional and general management

17 The Social Challenge: Connecting Customers in a Multichannel World Hosted by IG Digital and Zoodikers Consulting Ahead of the Curve

18 The Social Challenge: Connecting Customers in a Multichannel World Hosted by IG Digital and Zoodikers Consulting TMTBusiness ServicesFinancial Services Education Perceived Adoption by Sector

19 The Social Challenge: Connecting Customers in a Multichannel World Hosted by IG Digital and Zoodikers Consulting Multichannel

20 The Social Challenge: Connecting Customers in a Multichannel World Hosted by IG Digital and Zoodikers Consulting Who owns digital?

21 The Social Challenge: Connecting Customers in a Multichannel World Hosted by IG Digital and Zoodikers Consulting

22 The Social Challenge: Connecting Customers in a Multichannel World Hosted by IG Digital and Zoodikers Consulting

23 The Social Challenge: Connecting Customers in a Multichannel World Hosted by IG Digital and Zoodikers Consulting 3 Stages of Digital Evolution ChaoticCentralisedDecentralised

24 The Social Challenge: Connecting Customers in a Multichannel World Hosted by IG Digital and Zoodikers Consulting Who to look to?

25 The Social Challenge: Connecting Customers in a Multichannel World Hosted by IG Digital and Zoodikers Consulting

26 The Social Challenge: Connecting Customers in a Multichannel World Hosted by IG Digital and Zoodikers Consulting 4 final Takeaways

27 The Social Challenge: Connecting Customers in a Multichannel World Hosted by IG Digital and Zoodikers Consulting 1. Three stages of evolution 2. Social networks vs social media 3. Don’t limit yourself to your sector 4. Integrate and retain traditional methods/tools that work

28 The Social Challenge: Connecting Customers in a Multichannel World Hosted by IG Digital and Zoodikers Consulting Q&A Time

29 The Social Challenge: Connecting Customers in a Multichannel World Hosted by IG Digital and Zoodikers Consulting Thanks for


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