Lawrence Chu JB Cianciarulo  Ricky Estrada    Sami HillBrittany Jackson Wendee Meyers    Eric Quach
MEET USAbout TheTeam.Eric Quach                          JB             Ricky                     Cianciarulo
We aim tocreateconversationthroughorganized &     MISSIONcohesive social    STATEMENTmedia
SUCCESSFULTACTICS10.7 million likesEmbraced the timeline layoutof FacebookFrequent postings on Twitter &FacebookOPPORTUNIT...
GOALSWhat We Strive ToDo.We aim to increase awareness & discussion 1   about H&M by 20% in the next six months. 2     We w...
1.         INCREASE  AWARENESS ANDDISCUSSION ABOUTH&M BY 20% IN THENEXT SIX MONTHS.
SOCIAL MEDIA A2.7 million totalmentions.                                  692,327                                         ...
Blogs  Sweden 18.0%         other 17.0%            USA 16.2%                         Twitte                               ...
Generateincreaseddiscussion& contentfromFashion
Target College Campuses. Brand ambassadorprogramCollege designprogram #WDYWTInstagram contests  #OOTD #WAYWT
Create customer              advocates.       Organizatio         Utilize            Analyze              Think long1. PRE...
2       SHOW A 10%INCREASE IN SALES   THROUGH SOCIAL  MEDIA WITHIN THE NEXT SIX MONTHS.
Feature coupons & sales for socialmedia friends and   followers.
Use the power ofCustomer Advocates
Poll                 Assess &customers on     applywhat designers they like to    consume   see H&M collaborate     r    w...
IMPROVE      CUSTOMERSERVICE THROUGH                  3  SOCIAL MEDIA.
ONE. Response must be immediate.ANAGEMEN   TWO: Conversation monitoring switches                       to 24/7 mode. CRISI...
Re-organize howthe social mediateam interacts withcustomer service.
EMPLOYEE INVOLVEMENTWhat Can Employees Do To            Engage In The           Conversation?
SOCIAL MEDIA    POLICY   Community Manager           Responsibilities         Employee   ResponsibilitiesMonitor conversat...
CONTENT  CALENDARAPRIL23rd      APRIL      24th            APRIL             25                        th                 ...
MEASUREMENTGOAL      “ Conversational Audit  1.          “ SalesGOAL 2.   “ Metrics AnalysisGOAL      “ Survey 3.
QUESTIO
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H&M social media strategy

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  • 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)
  • H&M social media strategy

    1. 1. Lawrence Chu JB Cianciarulo Ricky Estrada Sami HillBrittany Jackson Wendee Meyers Eric Quach
    2. 2. MEET USAbout TheTeam.Eric Quach JB Ricky Cianciarulo
    3. 3. We aim tocreateconversationthroughorganized & MISSIONcohesive social STATEMENTmedia
    4. 4. SUCCESSFULTACTICS10.7 million likesEmbraced the timeline layoutof FacebookFrequent postings on Twitter &FacebookOPPORTUNITIESFORIMPROVEMENT77 thousand followers,following 531RSS feed should be movedto a more accessiblelocation
    5. 5. GOALSWhat We Strive ToDo.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. 6. 1. INCREASE AWARENESS ANDDISCUSSION ABOUTH&M BY 20% IN THENEXT SIX MONTHS.
    7. 7. SOCIAL MEDIA A2.7 million totalmentions. 692,327 Blogs 29% 1,537,78 57% 9 3% Twitter 15% 403,946 Forums 69,054Query: "H&M" between 26-Apr-2011 and 25-
    8. 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%
    9. 9. Generateincreaseddiscussion& contentfromFashion
    10. 10. Target College Campuses. Brand ambassadorprogramCollege designprogram #WDYWTInstagram contests #OOTD #WAYWT
    11. 11. Create customer advocates. Organizatio Utilize Analyze Think long1. PREPARE 4. MAINTAIN 2. SEARCH 3. SPECIFY nal Change available demograp term Increased software hics Empower support in - Determine customers IT, export.ly how to Marketing, Interact & attract engage PR, Legal, Monitor & brand etc. scan advocates social Use media incentives sites
    12. 12. 2 SHOW A 10%INCREASE IN SALES THROUGH SOCIAL MEDIA WITHIN THE NEXT SIX MONTHS.
    13. 13. Feature coupons & sales for socialmedia friends and followers.
    14. 14. Use the power ofCustomer Advocates
    15. 15. Poll Assess &customers on applywhat designers they like to consume see H&M collaborate r with. feedback Engage theconsumer basis . and generates
    16. 16. IMPROVE CUSTOMERSERVICE THROUGH 3 SOCIAL MEDIA.
    17. 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.
    18. 18. Re-organize howthe social mediateam interacts withcustomer service.
    19. 19. EMPLOYEE INVOLVEMENTWhat Can Employees Do To Engage In The Conversation?
    20. 20. SOCIAL MEDIA POLICY Community Manager Responsibilities Employee ResponsibilitiesMonitor conversation,listen to social customer,& engage
    21. 21. CONTENT CALENDARAPRIL23rd 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 weeksout the photos fashion to Fashion Starof our favorite your college styles before fashion this campus? they sell out! weekend & go Become a Check them to Campus rep! out athttp://hmcoac http://www.h www.hmfashi hella.comto m.com/us/ onstar.com
    22. 22. MEASUREMENTGOAL “ Conversational Audit 1. “ SalesGOAL 2. “ Metrics AnalysisGOAL “ Survey 3.
    23. 23. QUESTIO

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