1. Integrating Social Media to Drive More Profitable Customer Interactions Mark Smith – Head of Social Media – Fasthosts Internet Group Hashtag - #EMRGSocial Questions - @fasthosts

2. Profitable Customer Interactions Customer Experience Sales Marketing Public Relations Social Media

3. How Interaction is Changing?

4. Customer Loyalty Promoters spend 30% more when Socially engaged Passives spend 40% more when Socially engaged Detractors spend 20% more when Socially engaged http://www.bain.com/Images/BAIN_BRIEF_Putting_social_media_to_work. pdf

5. 68’929 Backers $10’266’845 Raised $100’000 Original Goal 85’000 Pre-Sales Innovation Drivers Are your organisations using Social to generate new ideas? What are you doing with your Social Feedback? Do your tell your customers about the changes you implement?

6. Measuring the effects of Social The amount of followers you have does not determine the value they represent. Think about your current measurement toolbox and what can sensibly be extended to include social. Start with the basics before tackling ideas like sentiment and engagement and then invest. Add Social data into your CRM use it to target campaigns to those engaged and those not, does it make a difference.