Loyalty and positive engagement online (thrudigital)

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?
Open & Uncontrolled.
Scary for brands that are control freaks.
A huge opportunity for customer-centric organisations.

thruDIGITAL – Building Social Media DONT WAIT. RESPOND QUICKLY.

thruDIGITAL – Building Social Media BE HONEST.

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 – Building Social Media

Lesson 1: Brand Reputation
No longer a function of:
But now a function of:
thruDIGITAL – Building Social Media CONTROL & CONSTRAINT SPEED & HONESTY

Lesson 2: Ways & Reasons
Customer can become advocates very easily, just give them ways and reasons .
Ways:
Sharing of content
Sharing in mission
Reasons:
Customers: Satisfaction & surprise
Audience: Engagement triggers

Final thoughts...
Listening & engaging beats telling people what to think.
Build trust.
There is much to be gained by allowing customers to help shape future direction. And much to be lost by refusing to listen.

For more information
Andrew Davies
[email_address]
http://www.thru digital.com
@andjdavies on Twitter
+44 203 239 9366 / +44 7790 843 490

Example: HSBCreviews.com thruDIGITAL – Building Social Media

Loyalty and positive engagement online (thrudigital)

by The Co-Creation Hub (London) on Jul 12, 2010

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Loyalty and positive engagement online (thrudigital) — Presentation Transcript