Oracle OpenWorld: Day 3
By Mike Stiles on Sep 25, 2013
OpenWorld rolled into its third day in San Francisco with excitement in the air both about new cloud product announcements from Oracle (Database as a Service and Java as a Service, both with 3 levels of Oracle management to choose from, which stand ready to drop costs and operational complexity for the enterprise), and about the amazing comeback wins by Oracle Team USA vying for the America’s Cup.
And, of course, the focus on Customer Experience at OpenWorld continued. Here now are the easily digestible thoughts that came out of two of those key sessions.
"A business absolutely devoted to service will have only one worry about profits. They will be embarrassingly large." -Henry Ford
"There is only one boss. The customer. He can fire everybody in the company by spending his money somewhere else." -Sam Walton
"If you build a great customer experience, customers tell each other about that. Word of mouth is very powerful" -Jeff Bezos
It took radio 38 years to reach 50 million users. It took Twitter 3 years.
Are your ears burning? Fortune 100 companies are mentioned 10,400,123 times per month on social.
They won't take it sitting down anymore. 75% of consumers have posted a negative comment on social after a poor customer experience.
1 in 3 users prefer to contact brands using social rather than the telephone.
Employees have actionable data at their fingertips - and a way to send service inquiries from social to Right Now.
Hello? Hello? 58% of those who tweeted about a bad experience never got so much as a response from the brand.
Brand reality is not meeting customer expectations. 81% of users who reach out on social expect a same-day response.
Exceed your customers' expectations. Their perception is your reality.
The benefits of an integrated Social Relationship Management platform include savings, reduced complexity, smoother workflow, and better customer experiences.
B2B or B2C, no matter what you're selling, success depends on connecting with decision makers.
91% of B2C marketers use content marketing. In fact, 78% of CMO's think it's the "future of marketing."
Think there’s a disconnect? 90% of consumers find custom content useful. But marketers spend about 25% of budget on content marketing.
This Just In: B2B buyers and decision makers are people too!
Executives have access to information, peers and influencers on social. So there’s less need for information from vendors “trying to sell me.”
Marketing has to understand the business issues of customers via listening and answering that add value to each step in the buying cycle.
B2B wants content that’s original, consultative and pertinent. Vendors are giving them promotional and technical content instead.
The CMO Council says too few marketers grasp the role and value of content in lead acquisition, qualification, conversion and closure.
It’s not about fans or clicks. It's about the viewers and their engagement.
Latent Semantic Analysis presents themes that filter out noise and refine search in order to get the most accurate signal.
Leverage your experts. Asked how social information would affect health decisions, 60% said they trust info posted by doctors.
Deemphasize lead generation to focus on customer interactions. Concentrate on customer needs. Provide value.
Understand how prospects interact with messages, content and each other. Develop personas so you’ll know exactly who you’re talking to.
Day 4 of OpenWorld lies just around the corner. Keep following @oraclesocial for live tweet coverage of sessions like:
- Morning Keynote on social with Oracle’s Reggie Bradford, David Vap, and LEGO’s Lars Silberbauer
- Empowering Social Business