ADMA Forum 2012 - Managing Relationships in an Online Socially Connected World

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  • 1. Managing relationshipsin an online sociallyconnected world David Olsen - Winning Group 1
  • 2. ABOUT.ME/DAVIDOLSENDavid Olsen - Winning Group 2
  • 3. David Olsen - Winning Group 3
  • 4. David Olsen - Winning Group 4
  • 5. Customers are reaching outDavid Olsen - Winning Group 5
  • 6. They are doing it IN STOREDavid Olsen - Winning Group 6
  • 7. They EXPECT a responseDavid Olsen - Winning Group 7
  • 8. They are TALKING about YOU *Sensis Yellow Social Media Report 2012David Olsen - Winning Group 8
  • 9. Don’t  Spam your customers  Delete legitimate comments  Just pay lip service to socialDavid Olsen - Winning Group 9
  • 10. NO.David Olsen - Winning Group 10
  • 11. Nielsen 2012 Australian Online Consumer ReportDavid Olsen - Winning Group 11
  • 12. David Olsen - Winning Group 12
  • 13. Customers connect with their peersDavid Olsen - Winning Group 13
  • 14. Track your key indicatorsDavid Olsen - Winning Group 14
  • 15. Listen and analyse topic trendsDavid Olsen - Winning Group 15
  • 16. Listen and analyse topic trendsDavid Olsen - Winning Group 16
  • 17. Be alert, but not alarmedDavid Olsen - Winning Group 17
  • 18. Encourage Sharing and Participation Include “Retweet This!” Snippet in EmailDavid Olsen - Winning Group 18
  • 19. Encourage Sharing and Participation Create opportunities to share interactions with your brandDavid Olsen - Winning Group 19
  • 20. Create Social ContentDavid Olsen - Winning Group 20
  • 21. Practical Steps 1) Allocate enough resources 2) Integrate social with existing customer service channels 3) ‘Be social’ 1) Monitor 2) Analyse 3) Engage 4) Report 4) FEED SOCIAL BACK INTO YOUR BUSINESSDavid Olsen - Winning Group 21
  • 22. David Olsen - Winning Group 22