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ENGAGE CUSTOMER by Catur PW
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ENGAGE CUSTOMER by Catur PW

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  • 1. “pdkt” dulu baru kemudian “lamaran” How to engage customer online (through social media) www.pingfans.com #DSMA #akademiberbagi“pdkt” dulu baru kemudian “engage”How to engage customer online (through social media)@caturpw | social media and online community consultant, a personal branding practitioner#DSMA  #akademiberbagi by @caturpw
  • 2. “pdkt” dulu baru kemudian “lamaran” How to engage customer online (through social media)Apa yg akan kita pelajari hari ini? p p jMengupas tentang teknik-teknik PDKT di social mediaRule of Engagement, brian solis #DSMA  #akademiberbagi by @caturpw
  • 3. “pdkt” dulu baru kemudian “lamaran” How to engage customer online (through social media)A Bit of MEA Social Media EnthusiasmOwner of Pingfans, Social Network andOnline Community ConsultantPersonal Branding PractitionerFounder, FreSh (freedom of sharing)A happy Husband and father #DSMA  #akademiberbagi by @caturpw
  • 4. “pdkt” dulu baru kemudian “lamaran” How to engage customer online (through social media)A Bit about “Social Media Engagement” Social Engagement#DSMA  #akademiberbagi by @caturpw
  • 5. “pdkt” dulu baru kemudian “lamaran” How to engage customer online (through social media)Social Media EngagementOne of the most powerful business objectives social media can deliver is consumer engagementWhen will you got a Successful Engagement?You can sell your product = successful engagementYou got people answering your questions =  successful engagementYou got new follower and new RT on your twitter status = successful engagement“whatever your action when it meet your objectives and goals = successful engagement” #DSMA  #akademiberbagi by @caturpw
  • 6. “pdkt” dulu baru kemudian “lamaran” How to engage customer online (through social media) Social media engagement engine Listen about what  people already saying  about you/your brand Build your present  on social media  listen network Respond to  feedback, both  engage positive or negative measure“the way  you listen, engage and measure will influence your social media engagement result” #DSMA  #akademiberbagi by @caturpw
  • 7. “pdkt” dulu baru kemudian “lamaran” How to engage customer online (through social media)Social media engagement engine listen engage measure#DSMA  #akademiberbagi by @caturpw
  • 8. “pdkt” dulu baru kemudian “lamaran” How to engage customer online (through social media)AnA engagement i a promise t marry, and also th period of ti t is i to d l the i d f timebetween proposal and marriage - wikipedia #DSMA  #akademiberbagi by @caturpw
  • 9. “pdkt” dulu baru kemudian “lamaran” How to engage customer online (through social media)Jangan asal TODONG #DSMA  #akademiberbagi by @caturpw
  • 10. “pdkt” dulu baru kemudian “lamaran” How to engage customer online (through social media)Bersabarlah, lakukan PDKT dulu… #DSMA  #akademiberbagi by @caturpw
  • 11. “pdkt” dulu baru kemudian “lamaran” How to engage customer online (through social media)Companies not engaging in social media as part of th i online marketingC i t i i i l di t f their li k tistrategy are missing an opportunity to reach consumers. #DSMA  #akademiberbagi by @caturpw
  • 12. “pdkt” dulu baru kemudian “lamaran” How to engage customer online (through social media) Let’s START the Show!#DSMA  #akademiberbagi by @caturpw
  • 13. “pdkt” dulu baru kemudian “lamaran” How to engage customer online (through social media) sumber inspirasi: “Pacaran” Pacaran#DSMA  #akademiberbagi by @caturpw
  • 14. “pdkt” dulu baru kemudian “lamaran” How to engage customer online (through social media) ( (baca: pendekatan) p )#DSMA  #akademiberbagi by @caturpw
  • 15. “pdkt” dulu baru kemudian “lamaran” How to engage customer online (through social media)[P] Susun Online Strategy Plan[D] Deteksi "conversation" yg terjadi[K] Tentukan Keypoint Campaign Guidelines[T] lakukan Tindakan (action) sesuai guideline #DSMA  #akademiberbagi by @caturpw
  • 16. “pdkt” dulu baru kemudian “lamaran” How to engage customer online (through social media)[P] Susun Online Strategy PlanProses menentukan strategi online yg akan dilakukan dan alokasiresources yg ada #DSMA  #akademiberbagi by @caturpw
  • 17. “pdkt” dulu baru kemudian “lamaran” [P] Susun Online Strategy Plan How to engage customer online (through social media)Tentukan “engagement objectives” dengan CSMART(challenging, specific measurable, achievable, realistic,(challenging specific, measurable achievable realistic timeframe)• Selling ? selling 1000 new product “b d A” i 1 month th lli d t “brand in th through f h female 20 25 l 20-25 y/o facebook fans page network recommendation, area jabodetabek• Selling ?• Increase awareness ?• Driving traffic ?• Promote Event ? #DSMA  #akademiberbagi by @caturpw
  • 18. “pdkt” dulu baru kemudian “lamaran” How to engage customer online (through social media)Bias Content unsuccessful engagement #DSMA  #akademiberbagi by @caturpw
  • 19. “pdkt” dulu baru kemudian “lamaran” How to engage customer online (through social media)Tentukan “content strategy” sesuai objectives content strategyCreate content worth talking about #DSMA  #akademiberbagi by @caturpw
  • 20. “pdkt” dulu baru kemudian “lamaran” How to engage customer online (through social media)Content Marketing Strategy #DSMA  #akademiberbagi by @caturpw
  • 21. “pdkt” dulu baru kemudian “lamaran” How to engage customer online (through social media) WHERE WHO WHATTarget your “Audiences” Audiences#DSMA  #akademiberbagi by @caturpw
  • 22. “pdkt” dulu baru kemudian “lamaran” How to engage customer online (through social media)Innovators Late MajorityBrave people, pulling the change. Innovators are very important Skeptic people, will use new ideas or products onlycommunication when the majority is using itEarlyEarl Adopters LaggardsRespectable people, opinion leaders, try new ideas but in a careful Traditional people, caring for the "old ways", are criticalway towards new ideas and will only accept it if the new ideas has become mainstream or event traditionEarly MajorityThoughtful people, careful but accepting change more quickly thanthe averageRange of people you will be interacting with,from if innovators t l t to laggards d #DSMA  #akademiberbagi by @caturpw
  • 23. “pdkt” dulu baru kemudian “lamaran” How to engage customer online (through social media)Forrester segments online engagement and participation byanalyzing th actions of i di id l who populate th S i l W b l i the ti f individuals h l t the Social Web #DSMA  #akademiberbagi by @caturpw
  • 24. “pdkt” dulu baru kemudian “lamaran” How to engage customer online (through social media)Ciptakan Brand Social Media AgentIdentitas, karakter dan personality yg kiranya bisa dengan mudah berkomunikasidengan target audiences kita target audiences kita #DSMA  #akademiberbagi by @caturpw
  • 25. “pdkt” dulu baru kemudian “lamaran” How to engage customer online (through social media)Ciptakan Supporting Social Media AgentIdentitas, karakter dan personality yg menarik lainnya, untuk membantuengagement brand social media agentengagement brand social media agent #DSMA  #akademiberbagi by @caturpw
  • 26. “pdkt” dulu baru kemudian “lamaran” How to engage customer online (through social media)Choose Your Digital Asset ToolsStories, words, images, audio, video, people, locationStories, words, images, audio, video, people, location #DSMA  #akademiberbagi by @caturpw
  • 27. “pdkt” dulu baru kemudian “lamaran” How to engage customer online (through social media)[D] Deteksi "conversation" yg terjadiDengan lebih peka “mendengarkan” suara di social media, sesuaikandengan objectives engagement #DSMA  #akademiberbagi by @caturpw
  • 28. “pdkt” dulu baru kemudian “lamaran” How to engage customer online (through social media)Discover all relevant voices about brand and or topicthat become campaign objectives #DSMA  #akademiberbagi by @caturpw
  • 29. “pdkt” dulu baru kemudian “lamaran” How to engage customer online (through social media)Jangan Cuma deteksi conversation di domain sendiriParticipate everywhere when your presence is advantageous and mandatoryParticipate everywhere when your presence is advantageous and mandatory #DSMA  #akademiberbagi by @caturpw
  • 30. “pdkt” dulu baru kemudian “lamaran” How to engage customer online (through social media)create a search term for social media contentSearch engine, twitter search, fb search, blog search, social mention, etc.Search engine twitter search fb search blog search social mention etc #DSMA  #akademiberbagi by @caturpw
  • 31. “pdkt” dulu baru kemudian “lamaran” How to engage customer online (through social media) Keywords/ tags ID (twitter) Link URL key success • Nama event • #DSMA • @pasarsapi • Caturpw.com • Akademi berbagi • #akademiberbagi • @caturpw • akademiberbagi.b • Senang • #jakarta logdetik.com • kecewa Search Term: Keywords:  senang, puas, gembira, tambah ilmu, terima kasih,… Tags: #DSMA, #akademiberbagi ID: @pasarsapi, @caturpw Link URL: ‐#DSMA  #akademiberbagi by @caturpw
  • 32. “pdkt” dulu baru kemudian “lamaran” How to engage customer online (through social media)set the involvement rule in the conversation #DSMA  #akademiberbagi by @caturpw
  • 33. “pdkt” dulu baru kemudian “lamaran” How to engage customer online (through social media)set successful conversation detection timescale #DSMA  #akademiberbagi by @caturpw
  • 34. “pdkt” dulu baru kemudian “lamaran” How to engage customer online (through social media)[K] Tentukan Keypoint Campaign GuidelinesTentukan koridor mana yg “boleh” dan mana yg “tidak boleh” untuk masing-masing socmed agent. Set guidelines campaign delivery dan workflowharian selama engagement berlangsung. g g g g #DSMA  #akademiberbagi by @caturpw
  • 35. “pdkt” dulu baru kemudian “lamaran” How to engage customer online (through social media)Responding & engaging guidelines:• Identified/created platforms for your responses #DSMA  #akademiberbagi by @caturpw
  • 36. “pdkt” dulu baru kemudian “lamaran” How to engage customer online (through social media)Responding & engaging guidelines:• Create clear/realistic policies and processes for responding on engagement crisis  #DSMA  #akademiberbagi by @caturpw
  • 37. “pdkt” dulu baru kemudian “lamaran” [K] Tentukan Keypoint Campaign Guidelines How to engage customer online (through social media)Campaign Delivery & Workflow:• Internal and External Responsibilities•CCommunicating Strategies Internally i ti St t i I t ll• Structuring Workflow… • Social Media Agent activities • Content development schedule placement Content development schedule placement• Specifically engage in producing live content, Eg Specific timing of engagement  on a blog/social network etc? #DSMA  #akademiberbagi by @caturpw
  • 38. “pdkt” dulu baru kemudian “lamaran” How to engage customer online (through social media)[T] lakukan Tindakan (action) sesuai guidelineMonitor respond atas tindakan yg dilakukan #DSMA  #akademiberbagi by @caturpw
  • 39. “pdkt” dulu baru kemudian “lamaran” How to engage customer online (through social media)Identify Action, Reaction and Monitoring the Result:Gunakan guidelines yg sudah dibuat sebagai acuan #DSMA  #akademiberbagi by @caturpw
  • 40. “pdkt” dulu baru kemudian “lamaran” How to engage customer online (through social media)Social Media Monitoring Tools (FREE) #DSMA  #akademiberbagi by @caturpw
  • 41. “pdkt” dulu baru kemudian “lamaran” How to engage customer online (through social media)Social Media Monitoring Tools (FREE) #DSMA  #akademiberbagi by @caturpw
  • 42. “pdkt” dulu baru kemudian “lamaran” How to engage customer online (through social media)Social Media Monitoring Tools (PAY) #DSMA  #akademiberbagi by @caturpw
  • 43. “pdkt” dulu baru kemudian “lamaran” How to engage customer online (through social media)Social Media Monitoring Tools (PAY) #DSMA  #akademiberbagi by @caturpw
  • 44. “pdkt” dulu baru kemudian “lamaran” How to engage customer online (through social media)Start to #DSMA  #akademiberbagi by @caturpw
  • 45. “pdkt” dulu baru kemudian “lamaran” How to engage customer online (through social media)SOME RULE  of  ENGAGEMENT , by Brian Solis #DSMA  #akademiberbagi by @caturpw
  • 46. “pdkt” dulu baru kemudian “lamaran” How to engage customer online (through social media)Become a true participant in each community you wish to activate.Move beyond marketing and sales #DSMA  #akademiberbagi by @caturpw
  • 47. “pdkt” dulu baru kemudian “lamaran” How to engage customer online (through social media)Consistently create, contribute, and reinforce service and value #DSMA  #akademiberbagi by @caturpw
  • 48. “pdkt” dulu baru kemudian “lamaran” How to engage customer online (through social media)Don’t speak at audiences through canned messages.Introduce value, insight and direction with each engagement #DSMA  #akademiberbagi by @caturpw
  • 49. “pdkt” dulu baru kemudian “lamaran” How to engage customer online (through social media)Establish and nurture beneficial relationships online and in the realworld as long as doing so is important to your business. #DSMA  #akademiberbagi by @caturpw
  • 50. “pdkt” dulu baru kemudian “lamaran” How to engage customer online (through social media)Give back, reciprocate, and recognize notable contributions fromparticipants in your communities. #DSMA  #akademiberbagi by @caturpw
  • 51. “pdkt” dulu baru kemudian “lamaran” How to engage customer online (through social media)Learn from each engagement and provide a path within thecompany to adapt and improve products and services. #DSMA  #akademiberbagi by @caturpw
  • 52. “pdkt” dulu baru kemudian “lamaran” How to engage customer online (through social media)REMEMBERCONVERSATIONS HAPPEN WITH OR WITHOUT YOUCONVERSATIONS HAPPEN WITH OR WITHOUT YOU#DSMA  #akademiberbagi by @caturpw
  • 53. “pdkt” dulu baru kemudian “lamaran” How to engage customer online (through social media) Engage NOW or DIE, - brian solis Tell me some inputs to improve this presentation content to twitter @caturpw Thanks#DSMA  #akademiberbagi by @caturpw www.pingfans.com

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