thruDIGITAL – Building Social Media Customer Engagement: Loyalty & Advocacy
thruDIGITAL – Building Social Media Or... How to not FAIL at ‘social media’
thruDIGITAL – Building Social Media
What is social media? <ul><li>Open & Uncontrolled. </li></ul><ul><li>Scary for brands that are control freaks. </li></ul><...
thruDIGITAL – Building Social Media DONT WAIT. RESPOND QUICKLY.
thruDIGITAL – Building Social Media BE HONEST.
thruDIGITAL – Building Social Media
thruDIGITAL – Building Social Media RESPOND IN KIND.
thruDIGITAL – Building Social Media DO NOT CENSOR.
“ The net treats censorship as damage and routes around it” John Gilmore  thruDIGITAL – Building Social Media
thruDIGITAL – Building Social Media BE A VOICE, NOT A PRODUCT.
Some examples: FAIL thruDIGITAL – Building Social Media BE CUSTOMER-CENTRIC. NOW.
“ There will be some negative feedback but you just deal with it, don’t you?” eCommerce Director, ASOS thruDIGITAL – Build...
Lesson 1: Brand Reputation <ul><li>No longer a function of: </li></ul><ul><li>But now a function of: </li></ul>thruDIGITAL...
Lesson 2: Ways & Reasons <ul><li>Customer can become advocates very easily, just give them  ways  and  reasons . </li></ul...
Final thoughts... <ul><li>Listening & engaging beats telling people what to think. </li></ul><ul><li>Build trust. </li></u...
For more information <ul><li>Andrew Davies </li></ul><ul><li>[email_address] </li></ul><ul><li>http://www.thru digital.com...
Example: HSBCreviews.com thruDIGITAL – Building Social Media
Upcoming SlideShare
Loading in...5
×

Loyalty and positive engagement online (thrudigital)

1,051

Published on

Creating loyalty and positive engagement online.

Published in: Technology, Business
0 Comments
0 Likes
Statistics
Notes
  • Be the first to comment

  • Be the first to like this

No Downloads
Views
Total Views
1,051
On Slideshare
0
From Embeds
0
Number of Embeds
1
Actions
Shares
0
Downloads
4
Comments
0
Likes
0
Embeds 0
No embeds

No notes for slide

Loyalty and positive engagement online (thrudigital)

  1. 1. thruDIGITAL – Building Social Media Customer Engagement: Loyalty & Advocacy
  2. 2. thruDIGITAL – Building Social Media Or... How to not FAIL at ‘social media’
  3. 3. thruDIGITAL – Building Social Media
  4. 4. What is social media? <ul><li>Open & Uncontrolled. </li></ul><ul><li>Scary for brands that are control freaks. </li></ul><ul><li>A huge opportunity for customer-centric organisations. </li></ul>thruDIGITAL – Building Social Media
  5. 5. thruDIGITAL – Building Social Media DONT WAIT. RESPOND QUICKLY.
  6. 6. thruDIGITAL – Building Social Media BE HONEST.
  7. 7. thruDIGITAL – Building Social Media
  8. 8. thruDIGITAL – Building Social Media RESPOND IN KIND.
  9. 9. thruDIGITAL – Building Social Media DO NOT CENSOR.
  10. 10. “ The net treats censorship as damage and routes around it” John Gilmore thruDIGITAL – Building Social Media
  11. 11. thruDIGITAL – Building Social Media BE A VOICE, NOT A PRODUCT.
  12. 12. Some examples: FAIL thruDIGITAL – Building Social Media BE CUSTOMER-CENTRIC. NOW.
  13. 13. “ There will be some negative feedback but you just deal with it, don’t you?” eCommerce Director, ASOS thruDIGITAL – Building Social Media
  14. 14. Lesson 1: Brand Reputation <ul><li>No longer a function of: </li></ul><ul><li>But now a function of: </li></ul>thruDIGITAL – Building Social Media CONTROL & CONSTRAINT SPEED & HONESTY
  15. 15. Lesson 2: Ways & Reasons <ul><li>Customer can become advocates very easily, just give them ways and reasons . </li></ul><ul><li>Ways: </li></ul><ul><ul><li>Sharing of content </li></ul></ul><ul><ul><li>Sharing in mission </li></ul></ul><ul><li>Reasons: </li></ul><ul><ul><li>Customers: Satisfaction & surprise </li></ul></ul><ul><ul><li>Audience: Engagement triggers </li></ul></ul>thruDIGITAL – Building Social Media
  16. 16. Final thoughts... <ul><li>Listening & engaging beats telling people what to think. </li></ul><ul><li>Build trust. </li></ul><ul><li>There is much to be gained by allowing customers to help shape future direction. And much to be lost by refusing to listen. </li></ul>thruDIGITAL – Building Social Media
  17. 17. For more information <ul><li>Andrew Davies </li></ul><ul><li>[email_address] </li></ul><ul><li>http://www.thru digital.com </li></ul><ul><li>@andjdavies on Twitter </li></ul><ul><li>+44 203 239 9366 / +44 7790 843 490 </li></ul>thruDIGITAL – Building Social Media
  18. 18. Example: HSBCreviews.com thruDIGITAL – Building Social Media
  1. A particular slide catching your eye?

    Clipping is a handy way to collect important slides you want to go back to later.

×