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Tapping social media for value creation & growth in business
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Tapping social media for value creation & growth in business


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  • 1. Facilitated by:
  • 2. Andrew Chow  Company  Ideamart (S) Pte Ltd since 1994  Ideas & Concepts since 2002  Education  Thames Valley University, UK  Business Awards  STB – Most Innovative Marketing Initiative award 2007  Spirit of Enterprise 2008  Successful Entrepreneur 2010  Spirit of Service 2012  Certification  NLP Practitioner & Certified Life Coach  Forte  Public Relations  Social Media Strategy  Enneagram Personality Profiling  Professional Affiliation  WDA ACTA-certified  Asia Professional Speakers - Singapore
  • 3. Social Networking Facebook -!/AndrewChowKokWah Plaxo Linkedin - Media Sharing Flickr Collection - Youtube Channel - Slideshare - Podomatic - http://ideasandrew.podomatic.comSocial Blogging / Micro-blogging Twitter - Wordpress – www.andrewchow.sgSocial Collaboration Wikipedia - Meet up - than 250 interviews/feature in 7 years from local / International media
  • 4. Branding & Crowd Sourcing Networking & Referral Sales & Marketing Competitive InsightPublic Relations & Crisis Management Customer Relations Management Internal Communications
  • 5.  New Economy Thinking “GREEN” Global Citizenship Dependency on Technology Proliferation of media Choices
  • 6.  Outsourcing of jobs Smaller budget More accountability Less fun More demanding customers Lower risk tolerance Everything is moving faster Small staff strength
  • 7.  More online channel choices Comparison shopping Less spending power Increased mobile communications Searching for value More prone to others’ opinion Less trust in government campaign and business advertising Less loyalty More fear They talk to each other
  • 8. People from all over the world give you ideas on how you can improve your products and services (Crowd Sourcing)
  • 9. Your website has more visitors and staying online much longer than before (Meaningful Engagement)
  • 10. You become a choice employer and everyone wants to work for you (Social Recruitment Strategy)
  • 11. More people are aware of your Corporate SocialResponsibility (CSR) initiatives and join your causes (Social Branding & Perception) More customers are forming so many interest groups revolving your brand that you have lost track of them. (fans)
  • 12. More customers are forming so many interest groupsrevolving your brand that you have lost track of them. (Fans)
  • 13. Others in the same industry are emulating what you are doing for your company (Thought leadership)
  • 14. Others write about you and it becomes an entry on the social encyclopedia (Wikipedia)
  • 15. Word of mouth was great, now how about “Words of Many Mouths” all at the same time (Social Media Effect)
  • 16. Your prospects are telling others about you even if they are not prepared to buy from you yet (Sharing)
  • 17. People whom you do not know are telling you when andhow many times they have visited your business venues (Location Checkin to Location Marketing)
  • 18. Your sales staff are having inquiries weekly because theyare making new contacts without much offline networking (Facebook)
  • 19. B2B or B2C partners are coming to you with proposals to create new channels and markets (Linkedin)
  • 20. You get to test out a foreign market and gauge its potential without physically going there. (due diligence)
  • 21. More are buying from you because 4 out of 5 of their friends said you are good and recommended it. (“likes”, recommendation and endorsement)
  • 22. Your market survey can be created easily and shared to millions of people. The insight can be obtained within a very short period (Poll – Customer Engagement & Thought Leadership)
  • 23. Celebrities become your brand ambassadors to represent and speak for you ever asking for a single cent (Blogging improves your visibility online)
  • 24. Your brochures are viewed and downloaded on a server, shared by many who do not even know you personally. (Incremental Marketing through Slideshare )
  • 25. New Content (video) from old material (photo) (Youtube & Animoto)
  • 26. You are fully aware of what you competitors are doing online without ever going to their sites at all! ( Socialmention : the “Google” of Social Media )
  • 27. You have done an event and many people are talking about itonline, looking forward to invite their friends for the next one (Post event Marketing : Photo Tagging)
  • 28.  interested in leveraging Social Media as a new marketing channel understands that Social Media is a long term priority prepared to contribute to social media content development interested in taking the feedback from customer views and other data to make changes in the organization willing to provide the resources necessary in order to get the social media program off the ground
  • 29.  which social media channels are available and which are the best fit for our organization solid understanding of how our employees and executives are currently using Social Media read industry-based reports and benchmarking studies on Social Media attended conferences and networked with colleagues to gain a better understanding of how they plan on implementation joined Social Media peer groups to learn more about how we can leverage Social Media subscribe to Mashable or other Social Media educational sites
  • 30.  Dedicated online community groups exist for our customer a company profile on Social Media networking sites such as LinkedIn, Facebook, etc. Our subscriber list is growing among the various forms of Social Media currently being used regularly contribute to online discussions know if our audiences tone is positive, neutral, or negative on 3rd party sites Our audience (customers, prospects, etc) regularly make comments on our postings
  • 31.  audited our top competitors online strategy, evaluated their maturity and have a basic idea of what they are doing with Social Media regularly track our competitors (# of Blog Postings, Comments, Twitter Followers, Facebook Group Members, etc.) monitor competitive social media changes and updates daily provide competitive positioning information to our product management group joined our competitors online community and networking groups
  • 32.  defined roles and responsibilities for people in our organization who are involved with Social Media dedicated internal point person to manage our Social Media program consulted with Social Media experts to ensure our programs success an industry thought leader who contributes to our blog postings consulted with our IT department to get their input on technology selections developed and provided a training program to employees and contractors
  • 33.  created and presented a social media channel map which highlights how we will use Social Media a defined strategy with clear objectives, targets, initiatives and measures analyzed and prioritized our Social Media channel options and have consensus on which opportunities pursue first evaluated and selected technology solutions for implementing our Social Media program developed a project plan with timelines, deliverables and milestones communicated our Social Media plan to our employees
  • 34.  incorporated and integrated Social Media into our normal marketing mix developed a calendar for selecting topics and organizing Social Media communications defined the frequency for updating our Social Media channels regularly scheduled meeting to discuss our Social Media program
  • 35.  a policy to govern the use of Social Media with our employees, contractors, prospects and customers a dashboard to report on our top Social Media metrics communicate the results of our Social Media program to Senior Management on a regular basis documented the Terms of Use and Privacy Policy for the Social Media applications that we provide
  • 36.  Weighting  different category means differently to different companies  Total = 100% Assessment  5 – strongly agree  1 – strongly disagree Score  Category = % of Weighting x Assessment  Overall = Total of 8 categories
  • 37. Seminars, Training and Consultation Readiness General Assessment Seminars (2) SIRC Job Functions Industry Consultation (3) (3) (1)
  • 38.  General ▪ Basic Course : Exploring Social Media for Business ▪ Duration : 1 day ▪ Outline : ▪ Overview of Social Media ▪ Basic platforms ▪ Advanced platforms ▪ Current Application of Social Media General (3) Industry (2)
  • 39.  General ▪ Intermediate Course : Implementing Social Media for business ▪ Duration : 1 day ▪ Outline : ▪ Social Media Strategy Map ▪ Social Media Response Map ▪ Social Media Guidelines and Policy ▪ Social Media Risk Assessment General (3) Industry (2)
  • 40.  Industry ▪ Master Class: Social Media for B2B Business ▪ Duration : 1 day ▪ Outline : ▪ Defining Your B2B Social Media Strategy ▪ 16 best practices of corporate blogging for B2B ▪ 13 Corporate Marketing lessons Readiness General Assessment Seminars (3) SIRC Functions Industry (6) (2)
  • 41.  Industry ▪ Master Class: Social Media for Retail Business ▪ Food & Beverage, Retail, FMCG, Heartland Micro-business ▪ Duration : 1 day ▪ Outline : ▪ Case studies of Success Retailers on Social Media ▪ Loyalty programs through Facebook application ▪ Working alongside with “Groupon” systems ▪ Location-based marketing (Foursquare) ▪ Leveraging on customers’ social network Readiness ▪ Develop social network and mobile apps Assessment Seminars General (3) ▪ Managing conversational marketing ▪ Creating user-generated content SIRC Industry (2)
  • 42.  Industry ▪ Master Class: Social Media for Hospitality Industry ▪ Hotels, Attraction, Integrated resorts, Travel, MICE ▪ Duration : 1 day ▪ Outline : Create original customer story Harassing content from other online sources personalising corporate social media accounts Embracing the social media culture Integrate social media into online booking Conversion of positive feedback into guest blogging Develop social brand ambassadors through existing loyalty programs Readiness General Assessment Seminars (3) SIRC Industry (3)
  • 43.  Job Functions ▪ Master Class: Social Media Public Relations & Crisis Management ▪ Duration : 1 day ▪ Outline : ▪ Developing positive relationship with journalists on social media ▪ Master the art of creative pitching ▪ Using social media as an alternative to press release ▪ Overview of crisis management ▪ 10 Most commonly asked questions Readiness Assessment General (3) Seminars ▪ Establish the SOP by experience ▪ Nurturing of brand ambassadors for social media SIRC Functions Industry (6) (2)
  • 44.  Job Function ▪ Master Class: Branding & Customer Service via Social Media ▪ Duration : 1 day ▪ Outline : ▪ How social media help your brand audit ▪ Platforms and style of conversation to consolidate your position ▪ Brand communication : an organisation responsibility on social media ▪ Integrating customer service into social media marketing ▪ Customer Service Case Studies Readiness General ▪ Best practices of online Customer Service Assessment Seminars (3) ▪ The future of customer service on social media SIRC Functions Industry (6) (2)
  • 45.  Job Function ▪ Master Class: Managing Social Media impact for HR Professional ▪ Duration : 1 day ▪ Outline : ▪ Developing company usage policy ▪ Use Linkedin for recruitment ▪ Using Slideshare and proprofs for training and development ▪ Internal communication as a branding tool Assessment Readiness General (3) Seminars ▪ Crafting job description for social media role SIRC Functions Industry (6) (2)
  • 46.  3 Oct : Exploring Social Media Strategy 12 Oct : Social Media for B2B 31 Oct : Implementing Social Media Strategy 1 Nov : Exploring Social Media Strategy 22 Nov : Implementing Social Media Strategy 28 Nov : Social Media for Retail
  • 47.  Book : 88 Essential Secrets DVD : Master the Art of Managing the Media Pre Order : Social Media 247
  • 48. Facilitated by: