Grand Customer Experience Plans for Facebook

Facebook CEO Mark Zuckerberg has a simple goal: To connect the world globally. These mobile customer experiences derived from Facebook, Instagram, and Messenger are on their way to a greater end result in Zuckerberg’s mind.

“Facebook has been built by a series of bold moves,” he said during last month’s first-quarter earnings call, according to Seeking Alpha. “And when I look out into the future, I see more bold moves ahead of us than behind us. We’re focused not on what Facebook is, but on what it can be and on what it needs to be, and that means doing bold things. A lot of what we’re building today in areas like connectivity, artificial intelligence, and virtual and augmented reality may not pay off for years, but they’re important to our mission of connecting the world. And I’m committed to seeing this mission through and to leading Facebook there over the long term.”

Facebook’s road map contains three horizons.

“Over the next three years, we’re going to keep investing in our most developed ecosystem, the Facebook app, and platform,” Zuckerberg added. “Today, people around the world spend, on average, more than 50 minutes a day using Facebook, Instagram, and Messenger, and that doesn’t even include WhatsApp yet. This growth isn't happening because we came up with just one or two big changes. Our team has just worked day after day on lots of improvements over a long period of time, and that progress continued in the first quarter. We launched Reactions to help people express themselves in more ways, and we improved our products to work on different mobile networks and devices all over the world. Now, more than three million businesses are using our advertising products every month. We’ve expanded our measurement capabilities so more businesses can see the results they get from ads. And we’ve made it easier for small and medium businesses to use the same targeting tools and ad formats that our larger advertisers use.”

Over the next five years, Zuckerberg said, Facebook plans to build ecosystems around its products that are already being used by a lot of people.

“We’re at the beginning of a golden age of online video,” he said. “Video isn’t just a single kind of content. We think it’s a medium that allows people to interact in a lot of new ways. So that’s why, in addition to normal Internet video, we’re also focusing on more interactive video experiences like Live and 360 video. I’m a big Game of Thrones fan, and the other week HBO and our Oculus team came out with a 360 video of the opening sequence of the show. And it’s now the most watched 360 video on Facebook in any 24-hour period, with more than 12 million total views.”

Recent Content

Membership and Pricing

Videos and podcasts

Membership and Pricing