4. SUCCESSFUL
TACTICS
10.7 million likes
Embraced the timeline layout
of Facebook
Frequent postings on Twitter &
Facebook
OPPORTUNITIES
FOR
IMPROVEMENT
77 thousand
followers, following 531
RSS feed should be moved
to a more accessible
location
5. GOALS
What We Strive To
Do.We aim to increase awareness & discussion
1 about H&M by 20% in the next six months.
2
We will show an 10% increase in sales
through social media over the next six
months.
3 We will improve customer service
through social media platforms.
6. 1.
INCREASE
AWARENESS AND
DISCUSSION ABOUT
H&M BY 20% IN THE
NEXT SIX MONTHS.
7. SOCIAL MEDIA A
2.7 million total
mentions. 692,327
Blogs
29% 1,537,78
57% 9
3% Twitter
15% 403,946
Forums
69,054
Query: "H&M" between 26-Apr-2011 and 25-
8. Blogs Sweden 18.0%
other 17.0%
USA 16.2%
Twitte
r
4,202 tweets /
Germany 7.6%
UK 5.8%
84% day
Spain 5.4%
Norway 4.6%
Finland 4.6%
175 tweets /
USA 32.6%
other 23.0%
hour UK 12.9% 6.3%
Netherlands
France 5.0%
Canada 4.1%
Singapore 4.1%
Spain 4.0%
10. Target College
Campuses.
Brand ambassador
program
College design
program
#WDYWT
Instagram contests
#OOTD
#WAYWT
11. Create customer
advocates.
Organizatio Utilize Analyze Think long
1. PREPARE
4. MAINTAIN
2. SEARCH
3. SPECIFY
nal Change available demograp term
Increased software hics Empower
support in - Determine customers
IT, Marketi export.ly how to
ng, PR, Leg Interact &
attract engage
al, etc. Monitor & brand
scan advocates
social Use
media incentives
sites
12. 2
SHOW A 10%
INCREASE IN SALES
THROUGH SOCIAL
MEDIA WITHIN THE
NEXT SIX MONTHS.
15. Poll
Assess &
customers on apply
what designers
they like to consume
see H&M
collaborate r
with.
feedback
Engage the
consumer basis .
and generates
16. IMPROVE
CUSTOMER
SERVICE THROUGH
3
SOCIAL MEDIA.
17. ONE. Response must be immediate.
ANAGEMEN TWO: Conversation monitoring switches
to 24/7 mode.
CRISIS
THREE: Direct engagement & apologizing
must occur.
FOUR: Update the ‘influencers’ in your
industry.
FIVE: Learn how to filter ‚trolling.‛
SIX: Listen & engage, avoid generalizing the crisis.
20. SOCIAL MEDIA
POLICY
Community Manager
Responsibilities
Employee
Responsibilities
Monitor
conversation, listen to
social customer, & engage
21. CONTENT
CALENDAR
APRIL
23rd
APRIL
24th
APRIL
25 th
10AM PST
11AM PST Did 12PM PST Missed
you rock Fashion with a #fashionstar
@hmusa fashion purpose. last night?
during Purchase Check out the
#Coachella12? items from @hmusa styles
Tweet us your our available at
favorite collection. www.hmfashi
pctures using http://www.h
1PM PST Want onstar.com.
#hmfashion to m.com/us/faa
to spread 1030AM PST
3PM PST Check
be featured! your H&M Get this weeks
out the photos fashion to Fashion Star
of our favorite your college styles before
fashion this campus? they sell out!
weekend & go Become a Check them
to Campus rep! out at
http://hmcoac http://www.h www.hmfashi
hella.comto m.com/us/ onstar.com
Approach upstanding relationships to get more coverageGet blogs that have a lot of followers and already have relationships with H&M to write more frequently (not just special releases)
Approach upstanding relationships to get more coverageGet blogs that have a lot of followers and already have relationships with H&M to write more frequently (not just special releases)
Approach upstanding relationships to get more coverageGet blogs that have a lot of followers and already have relationships with H&M to write more frequently (not just special releases)
Approach upstanding relationships to get more coverageGet blogs that have a lot of followers and already have relationships with H&M to write more frequently (not just special releases)
Approach upstanding relationships to get more coverageGet blogs that have a lot of followers and already have relationships with H&M to write more frequently (not just special releases)
Approach upstanding relationships to get more coverageGet blogs that have a lot of followers and already have relationships with H&M to write more frequently (not just special releases)
The time to move is instantly, when a crisis occurs waiting only makes things worst be prepared by having an infrastructure of the following things in place.
Approach upstanding relationships to get more coverageGet blogs that have a lot of followers and already have relationships with H&M to write more frequently (not just special releases)
