4. /ADMA
Social media are
primarily Internet and
mobile-based tools for
sharing and discussing
information and
content amongst
people
5. THE FACTS
/ADMA
• There are roughly 13.4 million regular social media users
in Australia1
• 70.6% of Australian online usersregularaccessed a member
There are roughly 13.4 million have social media
community site1 in Feb 20112
users in Australia
• 61.5% of Australian online users now use Facebook3
70.6% of Australian online users have accessed a member
• There are 866,520 20112
community site in Feb facebook users in WA, April 20114
IMAGE CREDIT: http://furnishedapartments.net.au/wp-content/uploads/2010/08/map-of-Australia.jpg
6. 61.5% of Australian online users now use
Facebook3
There are 866,520 facebook users in WA, April
20114
IMAGE CREDIT: http://pamoirs.files.wordpress.com/2008/11/facebook-friends.jpg
10. TRUSTED STRANGERS
• 90% of people trust recommendations from
people they know
• 70% trust consumer opinion posted online
• Word of mouth helps 53% of people make
purchase decisions
• Only 56% of people trust advertisements
Source: NIELSEN “TRUST IN ADVERTISING” REPORT, JULY 2009, e-marketer
11. /ADMA
CRM entails all aspects of interaction that a company
has with its customer, whether it is sales or service-
related.
13. /ADMA
Social CRM represents a continuing journey by
organizations to deliver the right customer experience
at the right time…
It’s fundamentally how to and where to reengage with
customers in both social channels and the traditional
world.
Credit: R Wang, Jeremiah Owyang, Altimeter, Social CRM Use Cases: 5Ms and Marketing, April 2010
16. WHERE DO YOU THINK A LOT OF
/ADMA
MARKETERS BEGIN?
Listen
Goals &
Evolve
Opportunity
Promote “Let’s start a facebook page”
Management Planning Team
“Let’s create a blog”
“Let’s get onto twitter”
Develop Strategy
Educate
17. /ADMA
1: LISTEN: Instead of ‘just jumping in’
brands are learning how people are
using social media in their category
IMAGE CREDIT: http://www.promediaklipsch.com/wp-content/uploads/monkey-with-headphones.jpg
19. 2: SETTING SOCIAL CRM GOALS
/ADMA
Social Customer • Understanding customer needs and social
Insights media behaviour
• Extend reach and interactivity of your
Social Marketing marketing messages
•Leverage enthusiastic customers and using
Social Sales them to persuade others
Social Service •Provide customer support through social
channels and Making it possible for customers
and Support to help each other
Social •Turning customers into a resource for
innovation (collaboration and crowdsourcing)
Innovation
Credit: Forrester Research
20. 3: COMMIT TO RESOURCES & ROLES
/ADMA
Program Technology Support Social
Leader Correspondent
21. 4: PLANNING THE CONVERSATION
/ADMA
Conversation Theme
Content Plan
Media Channels
Influencers
Issues Management
22. 4: ISSUES MANAGEMENT
/ADMA
.
“To be prepared is half the victory”
Miguel De Cervantes
24. GATORADE MISSION CONTROL
/ADMA
Social Customer • Understanding customer needs and social
Insights media behaviour
25. THE FORD STORY
/ADMA
Social Customer • Understanding customer needs and social
Insights media behaviour
Social •Turning customers into a resource for
Innovation innovation (collaboration and crowdsourcing
26. FORD FIESTA AGENTS
/ADMA
•Leverage enthusiastic customers and using
Social Sales them to persuade others
27. INTERFLORA
/ADMA
• Extend reach and interactivity of your
Social Marketing marketing messages
28. KLM ROYAL DUTCH AIRLINES
• Extend reach and interactivity of your
Social Marketing marketing messages
29. TWELPFORCE
/ADMA
Social Service •Provide customer support through social
channels and Making it possible for customers
and Support to help each other
31. OLD SPICE RESPONSES
• Extend reach and interactivity of your
Social Marketing marketing messages
32. OLD SPICE SUPERFAN
• Extend reach and interactivity of your
Social Marketing marketing messages
33. UNIQLO’S LUCKY CAMPAIGN
•Leverage enthusiastic customers and using
Social Sales them to persuade others
34. HIPPO FIGHT HUNGER
/ADMA
•Leverage enthusiastic customers and using
Social Sales them to persuade others
35. LEVIS FRIENDS STORE
•Leverage enthusiastic customers and using
Social Sales them to persuade others
36. BE THE BUYER
•Leverage enthusiastic customers and using
Social Sales them to persuade others
37. KEY TAKE AWAYS
• Listen
• Be prepared
• Be social
To get in contact , connect with me on LinkedIn:
• Real-time
http://www.linkedin.com/in/emilyryan1