1. How to Get Social Business Advantage in 2012Lithium market leader inSocial Media Marketing

2. Mission Social Space 3. 1Lithium sponsored CMO Council studyLithium, a leading provider of social customer solutions, partnered with the CMOCouncil to survey over 1,000 consumers and 120 senior marketers to discover howeach approach social media.We found significant gaps between what consumers expect from brands online, andwhat brands deliver. Social business advantage in 2012 will go to those marketerswho close the gap sooner rather than later.Read on for finding highlights 4. consumers are social63%60% 55%I search forothers with 46% I wantsimilar problems I want interaction incentives,online when Iwith peersI want product promos andneed help on Facebookknowledgerewards 5. brands arent there yet.63% 60% 55%46%25% 29%9%22%Consumers ConsumersConsumersConsumers wantsearch for others want interaction want product incentives,online with with peers onknowledge promos andsimilar problemsFacebookrewardswhen they needhelp consumers brands 6. social advantage in 2012 will go tothe brands who close the gaps consumers brands 7. bottom line:consumers want more from brands onlinebetterdeeper experiencesengagement (with each other and the brand)purposefulgreaterinteraction reward 8. and they use social media to do good things for the brands they love Because of social media, Im more likely to try 80% new things based on a friends advice Because of social media, I encourage 74% my friends to try new products I use social media to stay 72% engaged with brands I love I like brands on Facebook to 38% show Im a fan32% I use social media to saynice things about my brand experiences. 9. 4 ways to close the gap1 23 4peer-to-peersocial ideationgamificationengagement supportYour customers ConsumersConsumers want Your customerswant to talk toexpect helpto contribute want recognitioneach otheronline fast ask them for their and rewardgivemake it easy for give it to them. ideas. them ways tothem.level up. 10. close the gap with 1 peer-to-peer engagementThe ProblemThe SolutionThe AdvantageBrands dont yet realize Enable peer-to-peer Word of Mouthhow much consumers engagementMarketingconsumerswant to connect over the readily use social mediabrands and productsto spread the good newsthey love. about your products. of consumers try new things 80%based on a friends advice of consumers want to60%connect with each other in social media 9%of brands think so. 74% Encourage friends to try new products 11. 1case in point: SephoraWe built our Beauty Talkcommunityon our website and,as we opened our doors, it was floodedwith clients dying to talk about beautywith each other. It was exactly what wewanted. What we found was that clientswere not only trying to talk with us, theywere trying to talk with each other. Andthey were actually engaging in ways wehad no idea they would. -Bridget Dolan, VP of Interactive Media at Sephora 12. 1 case in point: Close Up Arabia We built a community whichcan be creative and self controllingtheir efforts.People can vote for the best mixedsound and can motivate theirfriends to vote for them also.Crowd sourcing and thegamification are factors which arepriceless. 7000 likes in the first hour 700 active talks per day 13. close the gap with2 social supportThe ProblemThe SolutionThe AdvantageBrands underestimate Get serious about It costs between $6 andconsumers appetiteSocial Support$75 to resolve customerfor solving their ownissues over the phone. Itproblems.costs as little as $.05 to help customers find answers online. 63%Consumers who look for helponline from others like them.47% I expect service with in 24 hours24%Consumers who want to 33%help online Great service online keeps me loyal to a brand 14. 2 case in point: AT&T 15. 2 case in point: Hewlett Packard 16. close the gap with 3 ideationThe Problem The SolutionThe AdvantageBrands arent tapping their Ideate with socialA real-time, always onsocial customers forcustomers focus group that will driveproduct ideas.better, faster innovationfor the brand.of socialcustomersexpect to41% share productideas onFacebook.of brandsaskconsumers 9% to help theminnovate onFacebook. 17. case in point:3National Instrumetns 2,400 ideas submitted 47,800 voteson product ideas 9.470 customer comments on ideas99,100 visitorsto the Idea Exchange 45,500 uniqueLabVIEW 2011 beta includes13 new Idea Exchangefeatures 18. close the gap with 4 gamificationThe Problem The Solution The AdvantageConsumers know social Gamify the socialmedia is a two-way street.experience.They expect more rewardsthan theyre getting.Increasedof consumersadvocacyexpectincentives and46% rewards whenconnectingHigher customerwith brandsonlinesatisfactionof brandsoffer socialcustomer 7% incentivesand rewards 19. 3 case in point: giffgaff 20. We do this wellcall them Superfans superfans consist ofof community 50,000 superfans in lithium communities on average superfans generate 55.95% of all community content 21. SUPERFAN 22. SUPERFANKrypto is also very active on the Blackberry Support Forum 23. VERIZON SUPERFAN 24. BRITISH TELECOM SUPERFAN 25. A personalizedinvitation to a conversation with LithiumRequest a Lithium Social Media Monitoring(LSMM) report on your brandwell tell you whos talking whats being said where the buzz is how loud it is emerging trends how you stack up against the competition 26. SUMMARYKnow- how Local market presence International partners Lifecycle of media Digital Content ExpertsPlatform Solutions Complete Marketing Solution Social importance growing Quick implementation Best practice Large reference baseDieter Hovorka, dieter@dreamtek.tv, +971 56 101 2480