Broadvision webinar 03/16/2011

Looking to incorporate social media in your marketing and customer service strategies?
Webinar

Overview
The three levels of social media integrationDon’t adopt the worst practices which enjoy widespread adoptionUnderstanding how to leverage social media as part of:- Marketing - Customer ServiceThink differently when approaching the social

- As a standalone program that is not integrated with core processes- As a program integrated with core processes- As a social process
Three levels of social media integration

Even though they enjoy widespread adoption
Don’t adopt the worst practices

Myth #1: build it and the will come

Myth #2: the “not invented here” syndrome

Myth #3: keep it small so it doesn’t move the needle

Myth #4: my company is smarter than me

Myth #5: finding the one “big idea” that will work magic

Myth #6: it’s my world mr. customer; you happen to live in it

Myth #7: you can control your brand

What are your goals? Who are your tribes? What is their culture? Who are their leaders?
Understanding social media in marketing and customer support

Understanding your Tribes
Ecosystem Map
Map of identifiable tribes that matter with the platform through which they engage with one another
Leader Strategy Map
For each tribe you need to identify the leadership structure
Engagement Strategy Map
For each tribe you need to define an appropriate engagement strategy (online, hyper-local, face-to-face, etc.) and process
Map of Strategic Benefits
Tie the tribal engagement models with strategic benefits (e.g., Word-of-Mouth, innovation, customer support, etc.)
Measurement Strategy
Define measurement strategy for the various tribal engagement project lifecycles (beta, launch, ramp-up and ongoing)

Turn your business processes into social processes…and power your brand with people
Think differently

Broadvision webinar 03/16/2011

by Francois Gossieaux on Mar 22, 2011

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Broadvision webinar 03/16/2011 — Presentation Transcript