Customer Engagement with Social Media

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How to engage your Customer with social media strategic, API and Media Planning Stratigics.

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  • Brandfluencers—Find Influencers Who Tweet Your Blog
  • Brandfluencers—Find Influencers Who Tweet Your Blog
  • Brandfluencers—Find Influencers Who Tweet Your Blog
  • Brandfluencers—Find Influencers Who Tweet Your Blog
  • Brandfluencers—Find Influencers Who Tweet Your Blog
  • Brandfluencers—Find Influencers Who Tweet Your Blog
  • Brandfluencers—Find Influencers Who Tweet Your Blog
  • Brandfluencers—Find Influencers Who Tweet Your Blog
  • Brandfluencers—Find Influencers Who Tweet Your Blog
  • Brandfluencers—Find Influencers Who Tweet Your Blog
  • Brandfluencers—Find Influencers Who Tweet Your Blog
  • Brandfluencers—Find Influencers Who Tweet Your Blog
  • Brandfluencers—Find Influencers Who Tweet Your Blog
  • Brandfluencers—Find Influencers Who Tweet Your Blog
  • Brandfluencers—Find Influencers Who Tweet Your Blog
  • Brandfluencers—Find Influencers Who Tweet Your Blog
  • Brandfluencers—Find Influencers Who Tweet Your Blog
  • Brandfluencers—Find Influencers Who Tweet Your Blog
  • Brandfluencers—Find Influencers Who Tweet Your Blog
  • Customer Engagement with Social Media

    1. 1. Social Media Marketing’s Key Metric:EngagementBy Banyapon Poolsawasdfor Marketing Leadership & News Professionals
    2. 2. Presented by @daydev Banyapon Poolsawasd http://www.daydev.com Twitter: @daydev Facebook: http://www.facebook.com/banyapon Google+: Banyapon
    3. 3. Evolution of Engagement Customer service and support in Social Media 2010-Presented 2000-2010 Integrated Multi-Media Channels, Social Customer Media, Video 1990-2000: Channels, Avatars Interactions – Call Center,Emergence of IVR Telephone, Web, Email, Chat, SMSand Automation.
    4. 4. “Social Media is an enterprise-wide movement that impactssales, marketing, customer service, product development,corporate communications, and employee communicationand collaboration”.
    5. 5. Enterprise use of social Media Customer Service Marketing-Branding and Support Positioning, Promotion Key Public Relations (PR), Uses Corporate CommunicationSales-Customer AcquisitionGrowth, Retention Employee Collaboration, Production Development Social Media is not just a contact center imperative, but also an important enterprise-wide phenomenon that impacts several business functions. This includes sales, marketing, customer service, product development, corporate communications and PR, and employee communication and collaboration
    6. 6. Getting closerto customersEngagement is theJourney, Loyalty is theDestination. Engagementdrives loyalty, andempowered consumersexpect it when interactingwith brands today.Marketers should plan withengagement methodsthat provide theappropriate level ofinteraction andexperience.
    7. 7. Inbound Marketing Social Media and Search Marketing is a king for engagement customer Web KOL SEO Seeding Strategic Creative Online Planer EDM PPC CAMPAIGN Mobil FB Ads e Ads Mobile FB Search Fan Page Ads* Display AdDisplay networkcontextual ads DisplayInteractive BannerRich Media Banner Ads*Video Banner
    8. 8. Prominent Point based on digital campaign SEARCH MARKETINGSEO SEM & Display Network SOCIAL MEDIAFacebook FB Ads SMO etc. WEB ANALYTICSAnalytics Tool Evaluation traffic management
    9. 9. Consumers with accounts on Social media 72% Social networking sites 79% 89% 33% Media sharing sites 42% 57% 24% Microblogging sites 37% 42% 12% Blogging sites 24% 30% 14% Wikis 22% 27% 10% Social review sites 16% 20% 7%Social bookmarking sites 12% 19% 20% No Accounts 13% 5% 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% Babay Boomers Gen X Gen Y Generation Y: People born between 1975 and 1992 (18 to 35 year olds); Generation X: People born between 1965 and 1974 (36 to 45 year olds); Baby Boomers: People born in or before 1964 (46 years olds and older). Source: IBM Institute for Business Value analysis. CRM Study 2011.
    10. 10. It’s personalFor most consumers, social media is about engaging with friends and family and accessing newsand entertainment – not interacting with brands.
    11. 11. Social Media Business Objective
    12. 12. Social Media Measurements
    13. 13. Customer Engagement Integrate Tools
    14. 14. Customer Engagement Tools & TrendsTechnolog y Feed Back & & RecommendationInnovation Mobile Marketing Personalization Added Value Customization & Consistency
    15. 15. Media UtilizationSearch Engine Optimization {SEO} & PPC PPC Adwords Organic Search SEO On Page
    16. 16. Media Utilization Search Engine Optimization {SEO} Benefit of SEO Low Cost Traffics Brand Measurabl Awareness and High Generato e results Value rEarning higher Search engine Traffic is the middle Search Marketingrankings on marketing is low man between help you listen andsearch engines cost compared to brand awareness tracking behaviorresults pages to other forms of and sales. You have from your real targetincrease marketing and is earned good results audience.recognition arguably one of for brand awareness the most effective then you will receive with a high ROI clicks and the more clicks you get
    17. 17. Media Utilization Mobile Advertising & Search on Mobile MobileAdvertising Search Ads on Mobile
    18. 18. Media Utilization Mobile Advertising & Search on Mobile Benefit of Mobile Advertising & Search on Mobile Fastest Improve Location One Time Awareness Growing Click Away AudienceThe always-on Knowing Use of the mobile With feature "clickand always- someone’s internet is growing to call" featureaware nature of geographic at an customers are nowmobile devices location can be unprecedented only one click awayprovides more critical to engaging rate and it is set to from your business.timely in a relevant overtake the PC ascommunications conversation with the main waythan any other them. people will accesschannel. the internet in the near future.
    19. 19. Media Utilization Facebook Advertising
    20. 20. Media Utilization Facebook Advertising Benefit of Facebook Advertising Reach Control Combining Your Community Target Your Marketing Supported Budget Solution AudienceConnect with Set the daily Combining Build a communitymore than 800 budget you are marketing solutions around yourmillion potential comfortable with on Facebook for a business withcustomers Select Adjust your daily positive ROI. Facebookyour audience by budget at any time Advertising.location, age and Choose to pay onlyinterests when people click (CPC) or see your advert (CPM)
    21. 21. Media Utilization Overview Of Facebook5 Million video clipuploaded per 3.5 Million Joined Fan 850 Million photo uploadedmonth Page a day per month3 MillionMins. 170 million 2 MillionBrowsing on Active user fromFacebook Events created in 175 million userevery day Facebook per month Facebook became the Most-Traffic Social Media Site according to comScore
    22. 22. Media Utilization Overview Of Facebook 47% of all users Total : 4,008,680 53% of all users Total : 4,584,800Facebook now has 8,642,980 Userin Thailand
    23. 23. Media UtilizationOverview Of Facebook Social Ads Reach your exact audience and connect real customers to your business.
    24. 24. Media Utilization Display Ads Network Ads FromDisplay Ads Network Ads FromDisplay Ads Network
    25. 25. Media Utilization Display Advertising Network Benefit of Google Display Advertising Behavior Contextual Geographic RemarketingRecent online Categories and Targeting users by Display adverts canbehavioral real-time relevancy geographic be shown to userspatterns can scores can ensure location is an who have previouslydetermine where your ad is excellent way to visited your website.your ad is displayed to the personalize your ads This helps convertdisplayed. appropriate and creative. users who have left audience. Perfect for a pizza your website without delivery company making a purchase. etc. Display advertising can be a great way to grow a brand and increase conversions. Superior technologies enable campaigns to target the user instead of the website.
    26. 26. Analytics Tools
    27. 27. Analytic Tools & Conversion Suite Google Remarketing Re-Engage your customers across Ads network Goal Flow report bring more details into view. Chances are you’ll see visitors doing things like skipping steps and looping back to previous steps – things you just can’t see in the standard Funnel Visualization report. Benefit • Most effective ways of increasing the number of conversions on your site. • Truly works as a form of advertising because it plays on the natural tendencies of the ordinary consumer. Conversions are likely to increase through Google Re marketing and as one of the management companies that can offer this service to their clients
    28. 28. Analytic Tools & Conversion Suite Google Analytics funnel visualization How Visitors Really Move Through Your Funnel Goal Flow report bring more details into view. Chances are you’ll see visitors doing things like skipping steps and looping back to previous steps – things you just can’t see in the standard Funnel Visualization report. Understand how visitor behavior leads to sales and conversions Improve your online sales with Ecommerce Reporting Make better marketing decisions with Attribution Modeling We could discover similar insights by examining other loops in the goal flow. Entrances can be misrepresented for the same reason that apply to exits
    29. 29. Analytic Tools & Conversion Suite Google A/B Split Test Form Form Form 1 2 3Create flow for “Registration Form” bySplit Test and Generated Script includeon form.Analyzing the Experiment DataThe experiment simply runsitself, collecting data until a clearwinner can be determined by GoogleAnalytics.
    30. 30. Case Study
    31. 31. Twitter Influencer Brandfluencer find Influencers Who Tweet Your Blogby knowing who drives the most traffic and page views to yoursite, you can focus on continuing to build relationships with them orshow your appreciation and thank them for sharing your content.
    32. 32. Twitter Cover Photo Awareness and Lifestyle
    33. 33. Twitter Cover PhotoBrandfluencer find Influencers Who Tweet Your Blog
    34. 34. Twitter Cover PhotoBrandfluencer find Influencers Who Tweet Your Blog
    35. 35. Google+Google+ has a unique culture and set of capabilities that set it apart fromother social networks.Follow Active People Relevant to Your BusinessNow, finding these people can be a bit of a challenge, but search makes your job a lot easier.
    36. 36. Google+Take Time to Commentbuild an active and engaged audience, it takes more than just following the right people. Youalso have to get into the trenches and interact with those people.Participate in HangoutsHangouts are a great way to meet new and exciting people. Video is the next closest thing tomeeting a person in real life and allows you to better connect with someone.
    37. 37. Google+Publish High-Quality ContentTake the time not only to create but also share great quality content. As Scott Strattensays, “People share awesome.” The same goes for interacting with that content aswell, whether it’s +1s, comments or reshares.
    38. 38. FacebookIncrease Your Facebook EngagementYour Need some factors:• Solid content strategy (what you’re going to post on your page)• Promotion strategy (how you’re going to continually increase your fan base)• Engagement strategy (how you’ll respond to fans and build community)• Conversion strategy (how you’ll turn your fans into customers)
    39. 39. FacebookLaunch Creative IncentivesFrom time to time, keep your fans engaged with fun promotions. That may includecontests, offers, games, vouchers, codes and more.
    40. 40. FacebookLaunch Creative IncentivesUse Facebook Feature
    41. 41. FacebookGet PersonalYour community wants to get to know you and wants to be able to relate to you and yourcompany.
    42. 42. FacebookImage is the Best Ways Content MarketingNo doubt you’ve heard the visual marketing drumbeat, and it’s all true. Pictures are verypowerful on Facebook. They take up more space in the news feed and can get moreengagement than a straight text post.
    43. 43. FacebookHave Fun…Oh I think you know.
    44. 44. FacebookLove your FanCampbell’s Soup uses photos and posts to show their fans how much they love them. Makesure you don’t take your community for granted. Show a little love! It also helps to be creativein the way you express it so that it adds some fun and gets shared.
    45. 45. DIGITAL MARKETING Social Media & Digital Assets Optimized Location SharingExpand the Check In• Location-based check-ins• Content check-in application• Brand/Product Conversation Check in Application
    46. 46. DIGITAL MARKETINGSocial Media & Digital Assets Optimized
    47. 47. With “Good Consider / I want to see her Copy” or Funny enjoy Secret album. “Reward” with shared A Digital Campaign with Open Graph Or API. Create (and request access) Administrator Control Allow Access FIN! Open Graph OKHer Secret Album
    48. 48. Social Media Integration powered by @daydev
    49. 49. PinterestRun CompetitionsPeople love taking part in competitions, whether it’s to win a coupon, money, get their twominutes of fame or just for fun On Pinterest, you can run competitions where the winner is theuser who pins the best pictures or has the Pinterest board with the best collection of pins. Youcould also do something creative
    50. 50. PinterestRun OffersPeople love offers, especially if they find the product or service useful. Use the image-basednature of Pinterest to promote your offers.
    51. 51. PinterestGet Into Your Fans’ HeadsSo only share images that revolve around your brand and the lifestyle it provides.
    52. 52. PinterestAdd Several Images to Every PageSo make sure you add at least one shareable image to every page. A better option would beto add many wonderful images to every page, so your readers get to choose their favoriteimage to pin.
    53. 53. SummaryThese are just a few creative ways you can engage your audience onSocial Media. Use these techniques or build on them to come up withyour own innovative ways to engage your audience.
    54. 54. Thank You for Attention

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