Copyright © 2014, Oracle and/or its affiliates. All rights reserved. |

Protecting your

Business in the Internet

Age

Priscila SiqueiraMay, 2015

Oracle Confidential – Internal/Restricted/Highly Restricted

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FRIDAY8:00 PM

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João Paulo

João Paulo Your Brand

Produtct is not good and not expired

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João Paulo 775 impactedPeople

77 x 500 = 38.500 Impacted people

Assumptions10% followers share 500 followers each one

39.275 People

(1st wave)

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MONDAY09:00 AM

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United Breaks GuitarsFamous Cases

https://www.youtube.com/watch?v=5YGc4zOqozo

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Dell HellFamous Cases

http://www.theguardian.com/technology/2005/aug/29/mondaymediasection.blogginghttp://buzzmachine.com/2005/06/21/dell-lies-dell-sucks/

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HOW IT IS GENERATED?

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73%American adults areSocial Media users

2.5Bof people will be connected in te solcial media in

2017

42%American Adults aremore than 2 kinds of

Social Media

874MMof Facebook usersInteract by Mobile

1.8Bof people are

connected by social media in the world

76%

of active Twitter users are on Mobile

Social Media in Numbers

Source: SiriusView: Social MediaIntelligence 2015

Where we are?

The social media growth in the internet age is new world for the companies, because they created customers with much more information.

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THE COMUNICATION CHANGED

Modern CustomerAlways Connected, Share everything, Knows about everything

The modern customer request much more…The “Bar” is rising

of customers that receive faster service/answer recommend your brand to others71%

of customers expected to have a social media answer in 1 hour42%

Copyright © 2015, Oracle and/or its affiliates. All rights reserved. | 16

Brands and Customers are connected by Social Media

MARKETING

SALES SERVICES

Brand Identity

Brand SustainabilityBrand Growth

Customer Acquisition Customer Loyalty

Customer Retention

Threats of Business in Social Network

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CUSTOMERS EMPLOYEES

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HOW TO FIGHT IT …

How the companies are changing their structure…

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Source: Altimeter Group, Q4 2012 Social Business Review

Choose the large

social networks

to be monitored

Be aware about influents

sites and blogs related to your brand

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MONITOR

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ANSWER TIME

Pay attention in the cases

that have no answer for a

long time (SLA)

The social media are 24x7;

an answer can not wait the business hour of the next

business day

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Answer:

At the same channel

that the message was published

Always opened message

(no INBOX)

Define (and spread)

which is the answer policy of your brand

Be consistent

POLICY + POSITION = SUCCESS

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Be Careful for

not brake the

brand promise

Act like your

your

Mission & Values

BE AUTHENTIC

Conclusion….

“ Disasters and problems rarely kill products, brands or companies unless you let them. It is your silence, negative communication and attitude that cause tough questions, bad stories, and real damage. Silence is the most toxic strategy of all”

Jim Lukaszewski – Crisis Guru

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