Lets Talk Business: Social Media Management

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The Social Media Solution for better customer value and growth. Featuring:
Charlie Wood, Area Vice President Salesforce Radian6, Matt Kendall, Digital Communications Strategist, One Green Bean, Jamie Madden, Creative Director, Circul8, Nahji Chu, CEO, Miss Chu

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Lets Talk Business: Social Media Management

  1. 1. The Social MediaSolution — Better Customer Value & Growth Social media management tools are now easier to use, better integrated and more affordable. Learn what works, how to campaign, and measure performance. #LetsTalkBiz
  2. 2. The Social Media Solution — Better Customer Value & Growth Welcome Lord Mayor Clover Moore, MPLet’s Talk Business presentation 2012 - #LetsTalkBiz
  3. 3. The Social Media Solution — Better Customer Value & Growth —Charlie Wood @snoutley Area Vice President – Asia Pacific & Japan, Radian6 —Matt Kendall @mjkendall Digital Communications Strategist, One Green Bean —Jamie Madden @jamie_circul8 Creative Director, Circul8 —Nahji Chu @_misschu Founder And Chief Executive Officer, Miss ChuLet’s Talk Business presentation 2012 - #LetsTalkBiz
  4. 4. Six Steps to a Social Enterprise for Marketers in a Social World Charlie Wood Area Vice President Asia Pacific & Japan Radian6 (a salesforce.com company) charlie.wood@radian6.com @snoutley +61450097711
  5. 5. | 6 STEPS TO A SOCIAL ENTERPRISEYour brand ≠ what you say about itYour brand = the sum of the conversations that exist about it
  6. 6. | 6 STEPS TO A SOCIAL ENTERPRISE Social Revolution: Social Networking Surpasses Email Social Users Email Users 2007 2008 2009 2010 2011Source: Comscore, June 2011
  7. 7. | 6 STEPS TO A SOCIAL ENTERPRISESocial Revolution: Facebook Eats the Web 22% internet Top Internet Uses time is social Percent of Online Usage 2006 Search 2007 2008 2009 2010 2011Sources: Nielsen Wire, January, 2011.Morgan Stanley Internet Mobile Report, December 2009
  8. 8. | 6 STEPS TO A SOCIAL ENTERPRISESocial Revolution: Next Generation Devices 16Changing How We Access the Web billion mobile Tablets devices by Device Growth 2013 Smartphones Laptops Desktop 2007 2008 2009 2010 2011E 2012E 2013E Source: Gartner Research; Smartphone, Tablet, and PC Forecast, December 2010.
  9. 9. | 6 STEPS TO A SOCIAL ENTERPRISEThe Social Divide: Customers and Companies Your customers and What about employees are social. your company?
  10. 10. | 6 STEPS TO A SOCIAL ENTERPRISE1. Understand your Audience – Define Influence
  11. 11. | 6 STEPS TO A SOCIAL ENTERPRISE2. Capture Industry Trends
  12. 12. | 6 STEPS TO A SOCIAL ENTERPRISE3. Benchmark the Competition
  13. 13. | 6 STEPS TO A SOCIAL ENTERPRISE How can you listen and engage at massive social scale?How can you get the relevant posts to the right people in your enterprise? How can you engage with customers at their point of need?
  14. 14. | 6 STEPS TO A SOCIAL ENTERPRISESocial Hub: process automation engine for the social enterprise Listen at Massive Scale Automatically Route Social Conversations Social Hub Populate Social Customer Profiles Pre-integrated with Salesforce
  15. 15. | 6 STEPS TO A SOCIAL ENTERPRISE Social Hub: Process Automation Engine for the Social EnterpriseSet Rules and ConditionsSocial Hub Reviews SocialPosts and Takes ActionsAutomatically create socialprofiles, contacts and casesin Salesforce
  16. 16. | 6 THINGS MARKETERS NEED TO DO IN A SOCIAL WORLD Social Hub: Engage with Customers at Social Scale Social Hub4. Sales 6. Marketing Source Find andNew Prospects Grow Fans 5. Service Automatically Connect Social to Service
  17. 17. Marketers: Transform a passive audience into a community of advocatesIdentify fans automaticallyand build social profilesKeep audience engaged,scale to millions of fansEnable social focus groups,measure audience reactionand gather social metrics inreal-timeUse social insights to targetand fine tune messages andcampaigns
  18. 18. Radian6 for Service Cloud – with Social HubSet Rules &Conditions in SocialHubAutomate Case &Contact CreationPrepare Knowledgefor Common QuestionsRespond via ServiceCloud directly on Twitterand Facebook
  19. 19. Radian6 for Service Cloud – without Social HubCommunity Service ManagerCommunity managers monitor social media  One-click contact and case creation  Agents can respond with Service Cloud
  20. 20. | USE CASES http://www.radian6.com/applications Examples: • Crisis Management • Sales and Lead Generation • The Lifecycle of Buzz • Create a Listening Grid • Uncovering Influencers • Measure Community Engagement • Benchmark the Competition • Customer Service Outreach • 360 Degrees of Your Brand • Make a Case for Social Media • Capture Industry Trends • Find your Brand Evangelists • Social Meets Web Analytics • Listen When No One’s TalkingB2B Social Media http://bit.ly/ovf1Q4 Social Media Primer http://bit.ly/ov3z5L
  21. 21. Radian6.com
  22. 22. The Social Media Solution — Better Customer Value & Growth —Charlie Wood @snoutley Area Vice President – Asia Pacific & Japan, Radian6 —Matt Kendall @mjkendall Digital Communications Strategist, One Green Bean —Jamie Madden @jamie_circul8 Creative Director, Circul8 —Nahji Chu @_misschu Founder And Chief Executive Officer, Miss ChuLet’s Talk Business presentation 2012 - #LetsTalkBiz
  23. 23. BEAWESOME
  24. 24. BEA SPONGE
  25. 25. BECURIOUS
  26. 26. BESTRATEGIC
  27. 27. BEAGILE
  28. 28. BEBRAVE
  29. 29. BEUSEFUL
  30. 30. BETHERE
  31. 31. BEENTERTAINING
  32. 32. Beentertaining
  33. 33. BECONSISTENT
  34. 34. Be consistent
  35. 35. BERELEVANT
  36. 36. BESHAREABLE
  37. 37. BEMOBILE
  38. 38. BEHUMAN
  39. 39. DON’T BE SHY
  40. 40. BECALM
  41. 41. The Social Media Solution — Better Customer Value & Growth —Charlie Wood @snoutley Area Vice President – Asia Pacific & Japan, Radian6 —Matt Kendall @mjkendall Digital Communications Strategist, One Green Bean —Jamie Madden @jamie_circul8 Creative Director, Circul8 —Nahji Chu @_misschu Founder And Chief Executive Officer, Miss ChuLet’s Talk Business presentation 2012 - #LetsTalkBiz
  42. 42. “Social media is now a too importantpart of your customer’s life to ignore”
  43. 43. Marketing Then… PR Newspaper TV Magazines Event Direct Web
  44. 44. Marketing Now… Newspaper Magazines TV Direct Social Media Event PR Web
  45. 45. Social media Traditional media VS• It’s “owned” media• Social media is targeted• Social media is track-able
  46. 46. “People listen to people more than they listen to brands”
  47. 47. +
  48. 48. ?
  49. 49. Facebook - Business to customer marketing, customer service & lead gen Twitter - PR, events, talking to influencers & Seo Linkedin - Partnering, B to B, HR, business lead generationWhich one? Youtube - Consumer marketing + driving traffic Blogs - PR, SEO, driving traffic, internal coms & database. Pinterest - Driving traffic, product launches and targeting females
  50. 50. 65 % Less Cost / acquisition + retention In the first 12 months
  51. 51. retention
  52. 52. Tips for aprosperouscommunity
  53. 53. Planning tips• Research your industry & competitors social pages• Develop a social voice for your brand retention• Choose a passionate community manager• Hypothesize risk scenarios & establish clear policies• Develop a posting schedule• List ways to convert your audience• Budget to run some ads
  54. 54. Management tips• Listen• Tweak your strategy retention• Keep posting• Be topical• Respond quickly to positive feedback• Respond even quicker to negative feedback
  55. 55. & have Fun
  56. 56. @jamie_circul8 /circul8/jamiemadden @circul8 retentionJamie@circul8.com.au /circul8 /circul8 (02) 9331 6685 www.circul8.com.au
  57. 57. The Social Media Solution — Better Customer Value & Growth —Charlie Wood @snoutley Area Vice President – Asia Pacific & Japan, Radian6 —Matt Kendall @mjkendall Digital Communications Strategist, One Green Bean —Jamie Madden @jamie_circul8 Creative Director, Circul8 —Nahji Chu @_misschu Founder And Chief Executive Officer, Miss ChuLet’s Talk Business presentation 2012 - #LetsTalkBiz
  58. 58. 0. Quick intro to misschu 1 misschu 2 hotspots 3 years 5 tuckshops 3,000 Facebook fans and this is just the beginning!
  59. 59. 1. How has misschu leveraged social media? Built a brand organically Lost & Found George
  60. 60. 2. What has misschu accomplished? Created a platform for growth Created proximity with the brand Wider Facebook Community Engaged Facebook Community Website + iPhone app. Delivery + Hotspots Tuckshops + Catering Ability to stimulate any time Tuckshops open from 11.00 - 21.00
  61. 61. 3. When did misschu decide to engage social? Bondi Beach 2010 2011 2012FACEBOOK TWITTER YOUTUBE FACEBOOK TIMELINE
  62. 62. 4. How does misschu manage social+ what’s the ROI?Armed with an iPhone, alaptop, CCTV, the weatherforecast, soundcloud (musicapp.) & some downtime...
  63. 63. 5. misschu top tips for social media... 1. Create a unique vision. Bring people on the journey. 2. Create a brand experience. 3. Add personality. Create impact. 4. Embrace technology. Turn downtime into uptime. 5. Have purpose. But have fun with it.
  64. 64. Question & AnswerLet’s Talk Business presentation 2012
  65. 65. The Social Media Solution — Better Customer Value & Growth Word from our Sponsor Jeremy Wood SMB Marketing, APAC Google AppsLet’s Talk Business presentation 2012 - #LetsTalkBiz
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