SMWF Meltwater Buzz & Cell C Present Social Media Monitoring for SM Strategy

Mike Anderson Area Director, Meltwater UK & Africa @mikeander & Kelvin Jonck Online Marke<ng Manager, Cell C @kelvinjonck

Company Overview - MeltwaterGroupFounded: 2001 in Oslo, Norway with $15,000Privately ownedHeadquarters: San Francisco, California Employees: 850+ Customers: 22,500+ Core business – SaaS solutions New businesses Financials Social Media Strong top line growth since inception Cloud Computing Consistently cash flow positive from Talent Management day one Press Outreach Non-institutionally funded

What is Meltwater Buzz?•  Listen•  Analyze•  Engage

Why should we care in South Africa? 4m 1m10th most popular site 50%

Meltwater Future of Content Survey •  International survey •  450 companies across the world •  Non-clients, across industries and sectors • 

The importance of Monitoring Buzz around company / brand Not at all Not particularly Important Important 3% 5% Neither Important / unimportant 9% Extremely Important 43% Quite Important 41%

Hmmm…How do I get started?- 5 straightforward tips

1: Start listening in

2: Define why

3: Strategy - Choose the channels thatsuit your ”Why”

4: Engage

5: Measure your Social Media ROIand evaluate

Why it matters …from a client perspectiveKelvin JonckOnline Marketing ManagerCell C

Cell C’s Social Media Objectives •  Establish engaged communities of customers and potential customers •  Listen to and gauge the sentiment of the active communities and abroad •  Include our communities in our Cell C experience and growth •  Support wider CRM strategy •  Allow our base to communicate with Cell C in their own comfort zones •  Drive awareness of products, promotions and services

Cell C s social media strategy: •  Commit to a presence on major platforms and continually evaluate new platforms where customers converse •  Measure responses to key Cell C actions •  The Genie approach •  Report back to stakeholders. •  Allow Social Media to change the way Cell C does business

How does Cell C use OnlineMonitoring?Listen: •  Positive & negative feedback •  Crowd-sourcing of product/service ideas •  Crisis comms alert networkAnalyse & Report: •  Track brand and product reputation •  Competitor comparisons •  Actionable insightsAction: •  Feed insights into Research mix •  Engage constantly, resolve queries •  Feed ideas into Product development

The Cell C Social Media Collaborative Digital Direct PR Team Marke<ng Marke<ng Agency Marke.ng Communica.ons Research Social Media Ringleader Network Team Support Customer Service

SMWF Meltwater Buzz & Cell C Present Social Media Monitoring for SM Strategy

by Mikeander on Jun 13, 2011

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SMWF Meltwater Buzz & Cell C Present Social Media Monitoring for SM Strategy — Presentation Transcript