Dialogue SMRM

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Risk and Monitoring and Stuff

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  • QUANT HARD NumbersIncrease RevReduced Cost: We are seeing more customers start to quantify the cost savings of reduced call volume and enhanced real time customer service through social. Relevant Ex by Customer/Preso here:Utility companies managing outages and driving communication via social, leverage social engagement to drive EE behavior change and assess attitudes toward Smart Grid. Boulder Energy Smart ARRA-funded no mass marketing Non-profits and higher ed use social to drive fundraising and donor engagementOther companies are linking social media benchmark metrics to CSAT scoresFor customers already on the Salesforce platform, this is an value worth exploring.
  • SocialPatrol - Abusive content - Pattern matching for restricted content e.g. credit cards, TFNs, Phone Numbers - Inappropriate links to sitesSocialDiscover - Unapproved Accounts - Unapproved 3rd party appsProfile Lock - Changes to accounts (hacks)FINRA, FDA, HIPAA
  • http://www.rims.org/membership/chapterofficertools/Resources/RIMS2009E-Kit/Documents/Excellence%20in%20Risk%20Mt.%20IX%20FINAL.pdfChain of Command4.5M facebook impressions 18M twitter impressions 22% increase in followers 92% positive sentiment 9000 posts
  • Wins: a – Immediate ability to connect with community b – Integration between Contact Centre, Social Media Team, Media Team, Disaster Ops c -  Internal awareness of social media
  • slides: bit.ly/mcriskman
  • Dialogue SMRM

    1. 1. Social Media Monitoring for Risk MgmtSMRH Conference 2013Derek LaneyDirector Product Marketing@derektweets
    2. 2. Got one of these?
    3. 3. Is it Worth It?51% of consumers are more likely to buy a product orbrand after liking them on FacebookConsumers 40% more likely to spend money withbrands that engage on socialCompanies that don’t engage on social see customerchurn 15% higher than those that do“JetBlue can handle five customer related tweets for every one callhandled through a call center.”– Bain & Co: Putting Social Media to Work
    4. 4. Eyes Wide OpenReview HistoryScrutinize Listening ResultsLearn From OthersCreate a Risk LibraryReview New RisksReevaluate as Platforms Change
    5. 5. 6 tips to reduce social media risk6Tips
    6. 6. Curate a Playbook1TipBusiness ObjectivesRoles & ResponsibilitiesThe PlaysThe WorkflowEscalationReporting
    7. 7. Service, PR, Crisis Communications & Consumer AffairsSocial Hub Classifies & Routes Actionable Posts to Engaging AgentsExample
    8. 8. Craft a PlanExec SummaryGoals, Objectives & MetricsTarget Audience PersonasRoles and ResponsibilitiesTheme, Topics and TypesWorkflow, Optimization & Distribution2Tip
    9. 9. Listen /AnalyzePublish /MeasureYour Brand Your Competitors YourCustomer’s World1 2 34 5 67 8 9EngageKnow Your Customers World3Tip
    10. 10. Monitoring Demonstration
    11. 11. Know Your People4TipSafe in NumbersCommunity ShieldActive Informed Employees
    12. 12. Community Management Demo
    13. 13. Practice Good Hygiene5Tip
    14. 14. Review Your Crisis Plan6TipThere’s no longer the perfect news cycle and people won’t wait for youto create the perfect press release. It’s about maximum exposure withminimum delay - AnastaciaVisneski U.S. Coast Guard
    15. 15. QLD Floodscommunitynetworkteam integrationawareness
    16. 16. Just in case…Resources:ebook: bit.ly/mc50tips

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