Are You Going to LiNC 2015 Conference?

LiNC features a lineup of leading global brands, top industry analysts, thought-leaders and business visionaries. You will be inspired by the best and brightest in business. There are workshops, certification & social strategy sessions with world-class, subject matter and experts. You can even connect with industry peers to share insights and ideas.

LINC 2015 natalie petouhoff

In terms of certifications there are a number of them. Some are already sold out want so you’ll want to check them out right away. Lithium’s new Moderation Certification was developed using Lithium’s own moderation model. This certification for individual moderators, moderation teams, community managers, and community stakeholders interested in understanding community dynamics and learning best practices to improve the tone, quality, and management of community content. The program covers:

  • Characteristics of an effective moderator and the overarching goals of moderation
  • Public and private community documents, including Terms of Service and Moderator Guidelines
  • Maintaining a positive atmosphere though engagement with users
  • Identifying and interacting with different types of community members
  • Identifying and handling violations using the Five Levels of Moderation.

The Social Response Certification course is designed for social media professionals to advance their skills while developing a roadmap based on their specific business objectives for their implementation of social technology. This new certification is built around the latest Lithium Social Web technology, and it is filled with practical examples showing best-in-class integrations with the entire Lithium platform. Participants will come away with an actionable plan for high-scale, efficient customer engagement and response. Graduates gain the following professional benefits:

Tactical Mastery

  • How to best engage with customers on the social web to build brand advocates
  • What monitoring tools can and cannot accomplish
  • Techniques to improve social agents’ performance
  • An understanding of recent trends in social behaviors

ROI Connection

  • How to optimize ROI for customer care teams; from call deflection to cost per resolution and the value of the solution created
  • Identification and success measurement in the context of those objective

And the conference will start out with some Digital Leaders in Customer Experience

These will be companies like Brooks Running, Comcast, Google & Telstra. You will learn how four radically different brands are embracing digital to exceed customer expectations, create new market opportunities and transform their business. Senior executives from Brooks Running, Comcast, Google and Telstra will share their approach to digital, business outcomes and their aspirations for the future. Join us for these four company vignettes that show how these digital disruptors are achieving success and leading their industries into a new era of customer experience. Here’s who will be presenting… Loree Draude, Google — Monty Hamilton, Telstra — Tom Karinshak, Comcast — Heather Snavely, Brooks Running

The sessions at the conference will cover a wide range of topics including, Strategy, Execution, Results, Developers, Community Management, Social Experts, Mastering Metrics, Gamification, and an Unconference.

I’ll be there attending as an analyst. Hope to see you there!
@drnatalie VP and Principal Analyst Covering Marketing, Sales and Customer Service To Deliver Great Customer Experiences


The Digital Disruption: Is Your Brand Ready?

Many clients ask about what all the fuss is about the digital disruption; why do I need to be concerned about this? Is this really new? Haven’t we been dealing with this for a while. And the answer, at least in my opinion, is that most brands have missed the point of the digital disruption. Many think it’s about having a Facebook Page or a Pinterest account or counting the number of “Likes” they have or improving the SEO on their website or the content….

The digital disruption is really a new way to approach business. It incorporates some tried and true business concepts like, “Listen to your customers” — only now you really have to do it and not give it lip service. The consequence of not “listening” could be a failed PR campaign or some other rumor or issue — that gets picked up in social, gets posted about on blogs and reviews sites (digital) and becomes a trending, online topic. Listening in this context means using some sort of online listening tool. That’s only part of the tactics of it. But it also means listening to what your contact center agents are hearing about your products and services, taking survey’s and focus groups seriously… It means listening to your customers and your employees and then taking action.

And once you have that feedback, it’s really about doing something about it – whether it’s improving the product or the service or both. It’s really about changing how you do business. And in a world that is now very transparent (meaning that when a company doesn’t respond, an online and offline conversation starts and as we know from the book, the Cluetrain Manifesto, markets are conversations.) What people think and say about your company can determine the success or failure of the brand. Edward Deming spoke about this back in the 1950’s, only what they now call listening back then was quality control. Nobody cared much for it back then. At least not in the US. Japan did take Deming’s teaching to heart and transformed how they did business. And that’s what everyone needs to do now.

So if you want to learn more about businesses that are doing this and what you can start thinking about if you have not already, you can come here a distinguished group of people speak about it in San Francisco, May 4 at the W at 181 3rd St, San Francisco, CA 94103. If you are wondering who should attend, here’s a short list below – and if this conversation is appealing to you – you’ll find many more like-minded people there to hang with… people that want to talk more about this topic include:

  • Innovation-minded business and technology executives
  • Corporate strategy and development executives
  • Board members seeking input for annual planning
  • Executives who use disruptive technologies and digital business models

Space is limited. Complimentary seats are reserved for qualified executives and typically include Directors and above. and others are included at Constellation Research‘s discretion. The event hours are 2:30 pm – 8:00 pm. And the event is powered by the Constellation Executive Network. You may want to make reservations!

Hope to see you there! I’ll be speaking!

VP and Principle Analyst, Constellation Research



Is Social Selling Going to Make a Difference in Your Sales Organization?

In speaking to many sales leaders and sales reps (especially outside of Silicon Valley) they were wondering, “Would social selling make a difference to my sales organization and our sales results?” Having been in the “social media / digital world” for a while I found that an interesting question. But often if you are in the mix of something you can’t see what others can’t see. So I did some research on social selling to back up what my gut what was telling me, i.e., “Yes, social selling makes a tremendous difference to a sales organization’s bottomline.”

You might be wondering, what types of statistics are out there around social selling and it’s effectiveness. Here’s a few:

  • Sixty-five percent of the most successful sales people who use social media as part of the selling process believe social media is critical to their success
  • Studies show 78% of salespeople who use social media outsell their peers
  • Research into actual use of social selling has revealed that sales professionals who use social selling are 51% more likely to exceed quota, three times more likely to go to a special sales event for top sellers and get promoted faster*

Why might this be the case? Nearly 60% of a typical purchasing decision—researching solutions, ranking options, setting requirements, benchmarking pricing, and so on—before even having a conversation with a supplier. Sadly, however, 2/3 of firms do not have a social media strategy for their sales organization, even though 80% of the sales people surveyed believe the sales force would be more productive with a greater social media presence.

So I began looking at the critical components of social selling and found that sales managers, despite the few that are very successful, many are unsure how to use social selling. Sixty-eight to 84% of salespeople surveyed feel the sales process is changing faster than sales organization are responding. However, according to the report Powering Profitable Sales Growth: Five Imperatives from the 2014 Sales Performance Optimization Study, Accenture and CSO Insights, digital transformation, digital selling, applying digital tools, online and social media to enable digital relationships and drive sales across multiple channels is fast emerging as a primary driver of market differentiation, business growth and profitability.

Here’s some of the reasons sales team leaders and members are not leaving social media and social selling:

1. Sales leaders are not moving their teams to social selling.

2. Sales individuals and teams don’t have online professional brands.

3. Sales and marketing teams are not working together as a united front.

4. Salespeople don’t have the digital proficiency to develop an effective online brand to drive more sales.

Sales leaders must understand how to leverage social selling to advance the relationship between their prospects, potential customers and current customers. In addition, businesses need to learn how to make the most of each individual salesperson’s online brand while keeping the company’s social persona intact. And I will explore more about social selling and solving these issues in the next blog post.

Here’s a link to the snapshot of the report on Social Selling.


VP and Principal Analyst, Covering Marketing, Sales and Service To Create Amazing Customer Experiences

Catch Constellation’s Connected Enterprise – The innovation summit for the enterprise November 4 – 6, 2015. The Ritz-Carlton, Half Moon Bay, California.

*LinkedIn Research Surveys and Analysis of Using Social Selling Tools Data 2014- 2015


Kelley Keller Interview –

I’m excited to bring you another video from the ONLY world-wide show dedicated to social networks. The Social Network Show broadcasts from the Hank Greenspun School of Journalism and Media Studies at The University of Nevada, Las Vegas-UNLV

Join me below as I interview Social Media legal expert Kelley Keller at the Social Media Strategies Summit in Las Vegas, Nevada.

At Social Business Builders,
we work with brands & software companies to deliver increased revenue and decreased costs.
Our Motto? Learn. Share. Grow!

@DrNatalie L. Petouhoff

Want to see how to get an ROI from Social Media? Check out these fun videos:
Video 1: Building the Business Case for Social Media
Video 2: How to Measure the ROI of Social Media

Video 3: How Social Media Benefits the Whole Company

Here’s My book on Businesses can Drive Sales on Facebook: Like My Stuff: How To Monetize Your Facebook Fans

Want to get more info on the business use of social media? Connect with me here:
LinkedIn: DrNataliePetouhoff
G+ : Google Plus posts

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New Media Expo (NMX) Offering All-Expenses Paid Scholarships to Conference

New Media Expo (NMX) is proud to announce that is it now accepting applications for an expenses paid scholarship to New Media Expo, January 6-8th, 2013. New Media Expo has formed New Media Expo University (#NMXU) with the mission of #NMXU to help the careers of aspiring bloggers, podcasters and Web TV & Video professionals to advance their online careers. The scholarship includes:

1. Airfare to Las Vegas from any destination in the Continental U.S.
2. Hotel accommodations at The Rio All-Suite Hotel during the event
3. A 3 day pass to New Media Expo

They are accepting applications beginning today. The winner and runners up will be announced on November 8, 2012 and will be selected by an esteemed panel of judges or “deans,” as we like to call them here at #NMXU.  Deadline is Oct 31, 2012- so don’t procrastinate.

Please read more about the scholarship and apply here.

The scholarship is a once-in-a-lifetime opportunity for you to learn and network with the leading minds of online content creation. If you are an aspiring or budding content creator, but you’re looking for that kick start in the right direction, this scholarship is for you. The conference is being held at the Rio All-Suite Hotel in Las Vegas. 

Take a minute to review the details of the scholarship program. Then submit your application and tell NMX why you should be selected.

If you have any questions, please contact:

Deb Ng
Dean of Students New Media Expo University
Director of Community NMX

Apply Now

Learn. Share. Grow!
@DrNatalie L. Petouhoff

For more info on my work:
:Social Media ROI

Social Media ROI YouTube Videos:
Video 1: Building the Business Case for Social Media
Video 2: How to Measure the ROI of Social Media

Video 3: How Social Media Benefits the Whole Company

Book on Monetizing Facebook: Like My Stuff: How To Monetize Your Facebook Fans

Let’s Connect here:
LinkedIn: DrNataliePetouhoff
G+ : Google Plus posts

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