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Chinwag Insight: Facebook Marketing - Tarryn Blackwood , we are social - Keeping it Realtime
 

Chinwag Insight: Facebook Marketing - Tarryn Blackwood , we are social - Keeping it Realtime

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Chinwag Insight: Facebook Marketing - Tarryn Blackwood , we are social - Keeping it Realtime

Chinwag Insight: Facebook Marketing - Tarryn Blackwood , we are social - Keeping it Realtime

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  • Think about it like a hot line. Having two strategies, content management and engagement and customer service. SO many brands will respond to positive queries really fast, but not respond to negative, whereas it’s the negative you’ve got to worry about, as this is what spreads

Chinwag Insight: Facebook Marketing - Tarryn Blackwood , we are social - Keeping it Realtime Chinwag Insight: Facebook Marketing - Tarryn Blackwood , we are social - Keeping it Realtime Presentation Transcript

  • Real time & customer service
    How Facebook changes are changing customer expectations
  • Changes
    Facebook as a platform is becoming more fast paced
    Ability to write on brands walls without “liking” first – how to convert?
    Removal of discussions – anti customer service?
  • Views on customer service
    Some ignore it
    Some discourage it
    Some embrace it, and use Facebook as a useful and social way to openly tackle consumer queries
    Metrics don’t normally focus on customer service areas
    As API changes potentially move a lot of engagement off Facebook, will retailers increasingly see Facebook as a valuable customer service channel?
  • How can retailers prepare themselves?
  • Foundations
    Training of customer service staff & empowering them to own this platform
    Internal SLA’s
    External facing moderation & SLA policy
    Internal social media policy
  • Planning
    Map out any past crises and see how it might have played out on social
    Discuss and plan what could potentially happen in the future with all relevant stakeholders
    Make sure you share these scenarios, so that people have a reference of what extreme cases may look like
  • How to organise
    Time of day for your brand/sector
    Measure brand updates and community response afterwards
    Brand activity on other channels
    Peak trading/promotions
  • Thanks.