Presentation Slides

ibtta.org

Presentation Slides

Unrealistic or Not, Here They Come:

Communication is the First Step in Meeting Customer

Expectations


Upcoming…

• 2013 Events Calendar is published: www.ibtta.org/events.

• November 27 th : IBTTA Washington Area Government Affairs

Representative Meeting

• 2013 Webinar Series. Topic suggestions can go to Cheryle Arnold,

carnold@Ibtta.org and Rachel Bell rbell@ksturnpike.com.

• The Campaign for the Tolling Industry: Preliminary Work

Plan for 2013. Under the Membership tab at www.ibtta.org.


Today’s Presenters

BEN SMITH

Social: IRL

DAVE KRISTICK

E-470 Public Highway Authority

STEVE PUSTELNYK

Central Texas Regional Mobility Authority


How the Customer is Changing

Ben Smith | @benasmith | ben@socialirl.com | socialirl.com


Your Customer is Social and Mobile…


They are searching

for, consuming, and

sharing news &

information

in real-time

via the social web.


Are you part of the

conversation?


“Recommendations, please…”


Reality:

Social media is a fundamental shift in

the way society communicates…


Over 80% of all Americans use a social

network.

Americans spend more time on Facebook

than any other US website.

Nearly 23% of online time is spent on social

networks.

Nielsen, State of the Media, Q3 2011


Total time American’s spend on

Facebook every month?


Total time American’s spend on

Facebook every month?

100,000 Years

Source: statista.com


If you build it, they will come.

If you don’t build it,

they will come anyway.

Who will they

find?


Own Your Brand Identity…

If you don’t, someone else will


Own Your Brand Identity…

If you don’t, someone else will


Make sure customers are finding and sharing

the right information…


A powerful opportunity to connect and

communicate in real-time when it matters…


A powerful opportunity to connect and

communicate in real-time when it matters…

edwardboches.com


A powerful opportunity to connect and

communicate in real-time when it matters…

edwardboches.com


A powerful opportunity to connect and

communicate in real-time when it matters…

“People weren’t only tweeting, they were consuming information. People

were using the search and discover functionality, along with trending topics,

to make sure that they had all of the information they needed to navigate

their way through everything that was going on on the East Coast. Mother

Nature causes quite a scare when these things happen, and having a readily

available set of information can calm those nerves.”

TechCrunch.com


Social media is now the first point of call for many

looking for real-time updates …


#ksstorms


You are now a publishing company…


The media are there too. And they’re listening…


Knowledge is Power…

Welcome to the most powerful

consumer study group on the planet!


“The landscape for

business isn’t

changing because of

social media, it’s

changing because

consumer

expectations are

evolving.”


Ben Smith | @benasmith | ben@socialirl.com | socialirl.com


Out-of-the-Box

and Innovative

Steve Pustelnyk

Director of Communications


Its New Technology for the Entire Organization

• Every department should be finding ways to take

advantage of new communication technologies

– Executive/Administration

– Finance

– Toll Operations

– Roadway Operations/Maintenance

– Construction

– Planning/Environmental

– Legal


The Range of Tools

• Agency web site(s)

• Blogs/Message Boards

• Instant Messaging

Chat

• Video Conferencing

• Texting

• Social Networks

• Video/Photo Sharing

• Applications

• Virtual Worlds

• Online Forums


Websites- Administration


Websites - Operations


Websites - Operations


Websites - Construction


Websites - Planning


Blogs/Message Boards


Instant Message/Chat


Video Conferencing


Texting


Texting


Social Networking - Twitter


Social Networking - Twitter


Social Networking - Twitter


Social Networking - Facebook


Social Networking - Facebook


Videos


Videos – YouTube Channels


Photos - Flickr


Apps- Smart Phone


Apps – Smart Phone


Virtual Worlds


Online Forums


Conclusion

• Electronic communication is increasingly important

• Monitoring is essential

• Don’t get caught up in fads

• Take advantage of opportunities for efficiency and

improved customer service

• Ensure tools are used effectively

• Assess cost benefit

• Don’t ignore old fashioned grass roots methods

– Not everyone is a high tech junky


Out-of-the-Box

and Innovative

Steve Pustelnyk

Director of Communications


SOCIAL MEDIA

Beyond Facebook and Twitter


OVERVIEW

E-470’s Social Media

Wildfire

Radian6


WHY SOCIAL MEDIA?

Transparency

Customer resolution

Education

Communicate to customers

Web traffic

Promotions

Generate revenue


E-470’s FACEBOOK PAGE

• Social Media Group

• Frank Wilson & Associates

www.frankwilson.com

•Live January 2011

• Content


E-470’s TWITTER HANDLE

Social Media Group

Live May 2011

Followers/Following

Content


E-470’s YOUTUBE CHANNEL


BEYOND FACEBOOK AND TWITTER


MEASURING SUCCESS

14000

12000

Facebook Fan Growth

13081

10000

8000

6000

4000

4933

2000

0


CAMPAIGN SETUP


MEASURING THE ROI

Return on $6,777 Customer YTD Cost

8756 Wildfire Participants

$408

281 New EXpressToll Accounts

$33,885 Toll Revenue

8756 Email Addresses


ONLINE CONNECTION

Media

Customers

Business


RADIAN6 1 st QTR. RESULTS

2418


ENGAGEMENT CONSOLE


RADIAN6 = INFORMATION

POST TAGS

SOURCE TAGS

SENTIMENT

April

524

CONVERSATION CLOUD


RADIAN6 AT WORK


RADIAN6 AT WORK

SENTIMENT

CONVERSATION CLOUD


hweinstein@e-470.com

@heidiweinstein


BEN SMITH

Social: IRL

Questions?

DAVE KRISTICK

E-470 Public Highway Authority

STEVE PUSTELNYK

Central Texas Regional Mobility Authority

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