Social Business Spotlight: Strategy & Technology for Social Success

Building a Superior SocialBusinessCombining Social Technology with Social Business

Today’s Presenters Ken Cho Austin Lytle Chief Strategy Officer Social Business and Co-Founder Strategist Spredfast Spredfast#socialbiz

Today’s Discussion 1. Using social media to impact business goals 2. How a social media management systems like Spredfast helps scale and operationalize social media across the business 3. The different aspects of managing social business: • Organizing for Success • Proactive Communication • Monitoring and Responding to Social Customers • Measuring Impact of Social Media • Uncovering Social Intelligence#socialbiz

Your “Social Customer” 80% of your customers use social networks 50% of your Facebook fans will unlike you if you do not offer enough deals or promotions 71% of people following a brand expect to receive marketing messages from the company 53% of Twitter users recommend companies or products publicly#socialbiz

Business Motivations for Social Engagement• Social media can impact a variety of business goals Brand Community Awareness• When developing a social strategy, identify what business objectives you’re Customer Sales trying to achieve through Service social channels before diving into a program#socialbiz

Where Social CRM Comes In • Social is part of the marketing mix: more activity requires more structure. • No one relies on just one network: a Social CRM helps manage these. • Increasing need for scalability: Social CRM systems are designed specifically to help scale and grow programs.#socialbiz

Combining Social Strategy with the Right Technology Achieving social business success requires four things: 1. A social strategy that clearly maps to larger organizational goals 2. A social media management system that helps navigate the complexity of managing an organization’s social media presence across channels 3. Measurement of both the strategy and the technology being used to analyze the success of social media campaigns and adjust quickly 4. Scalability. An organization cannot become a social business if social isn’t embraced across departments. A social media management platform can enable a company to effectively scale initiatives and coordinate workflows that are inherent to running multi-department social media campaigns#socialbiz

Build a Superior Social Business by…. Organizing for Success & Operationalizing Social#socialbiz

Organizations are Experiencing… • Large and growing teams embracing social media • Different teams using social accounts to tackle different business goals • The need for different rights and privileges for different sets of users • A growing numbers of social accounts, on multiple platforms, that need central oversight#socialbiz

Organizing Activity By Use Case Initiatives for Brands, Geos …#socialbiz

Managing Teams from One Location Team Management#socialbiz

Ability to Approve and Oversee Activity Approval Paths & Workflow#socialbiz

One System to Manage All Social Media Activity System of Record Organization * Multiple brands, geos, functions * Demand real time response * All engagement in one place#socialbiz

Build a Superior Social Business by…. Proactively Communicating & Creating Conversation#socialbiz

Organizations are Planning… • Sharing of messages on corporate channels, online and offline, to share with customers • To use this content that is relevant to social media communities • Proactively engaging across multiple social channels in a concerted way for Marketing, PR, Sale, Recruiting and more#socialbiz

A Centralized Social Editorial Calendar Editorial Calendar#socialbiz

Planned Engagement Across all Major Channels Expansive publishing options#socialbiz

Simultaneous Engagement Choose multiple channels#socialbiz

Build a Superior Social Business by…. Monitoring &Responding to Customers

Organizations Need… • To monitor relevant conversations about their brand and industry • To understand more about the people talking about them in social • To prioritize the opportunities for response and reactionary engagement • Engage with customers when and where they prefer to communicate to take advantage of organic conversations taking place in social media#socialbiz

Monitoring Relevant Conversations Social Media Monitoring#socialbiz

Insight into the Conversation History Your Social Customer#socialbiz

Listening to What Matters Personalized Search Streams#socialbiz

Context of Your Social Customer The Social Profile#socialbiz

Build a Superior Social Business by….Measuring the Impact of Social Media

Organizations Have To… • Have the ability to see all social metrics from one location • Drill into how many people are being reached, the activity of the internal team and how much engagement is taking place • Create custom views of data and channels measurements#socialbiz

All the Granular Metrics Under one Roof Aggregated Social Metrics#socialbiz

Measuring What You Care About Custom Views & Charts#socialbiz

Build a Superior Social Business by…. Uncovering SocialIntelligence about your Social Customers

Organizations Wish For… • An analyzed view of what all the social media metrics they gather actually mean • The ability to extract strategic takeaways for content and messaging decisions • To know who their brand advocates and potential influencers are • An understanding of what tactical decisions are helping their brand#socialbiz

High Level Trends of Social Initiatives Social Activity Trends#socialbiz

Content Effectiveness to Inform Strategy Engaging Content#socialbiz

Finding Advocates and Potential Influencers Retweeters and Audiences#socialbiz

Insight into Tactical Implementation Engagement & Channels#socialbiz

Why Choose Spredfast? Our platform can handle your brand and organizational complexity Our platform supports the “Big 5” today Our organization is focused on enabling our customers We are a recognized social CRM and SMMS innovator We are trusted by the biggest brands and the agencies that support them#socialbiz

Start Down the Road to Social Business Success Start planning to be a Smart Business, Social Business over the holidays Connect with us for ongoing insights See Spredfast in action @Spredfast | info@spredfast.com#socialbiz

Social Business Spotlight: Strategy & Technology for Social Success

by Spredfast on Dec 14, 2011

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Social Business Spotlight: Strategy & Technology for Social Success Presentation Transcript

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