Social media supports your business

Main Categories of Social Media 1. Social Networking Sites – Facebook, Linkedin 2. Blogs & Wikis – Internal and external 3. Micro-Blogging – Twitter 4. Bookmarking/Tagging Sites – Digg – Delicious

Corporate Capabilities Unlocked w/ Social Media (Page 1) Internal External Content Internal content creation Distribution of content -Share & codify best practices -Use the right tool for the right job to Distribution reach your audience -Create educational content: whitepapers, case studies, videos, etc. YouTube, Twitter, Blogs, Facebook, Linkedin Internal knowledge base, wiki Customer Train/ prepare Customer service outlet Purpose? For What Service -Collectively create FAQs -Immediate communication and -How to best service new problem solving Support channels -Respond to comments visible Customer service systems in social media (Twitter, FB, etc) Capture comments made Support best customers Customer about your company through -Special services/promos Relationship social media in CRM system or -”Be the first to know” other feedback system messages Support CRM systems -Support evangelism Various social media platforms Who Is Participating?

Corporate Capabilities Unlocked w/ Social Media (Page 2) Internal External Web use / Monitor email Image & competitor tracking Content -Protection from lawsuits -Stay abreast & track company, Monitoring -Watch company culture competitors and industry Use specialized software Google Alerts, Search.twitter.com Tapping into information Aggregate feedback for Purpose? For What Decision markets strategic insights & idea Support -Aggregate opinions generation (internal & external) Online survey tools Online survey tools, specialized tools Internally edit website and SEO Visibility/ content with tags, develop -Social media supports better Awareness links and partnerships SEO rankings and visibility SEO firms, Social media consultants SEO firms, Social media consultants Expert communities Expert/user communities Expert Develop, moderate expert Host, moderate public or private Input groups. Community of practice. forums. Online survey tools, forums, wikis, etc. Forums, Wikis, Online survey tools Who Is Participating?

Initial Discussion Issues • Which of these purposes are truly working for you in providing you and your companies, with value: 1) Content Distribution 2) Customer Service Support 3) Customer Relationship Support 4) Content Monitoring 5) Decision Support 6) Visibility/Awareness 7) Expert Input • What do you see as the key cost-benefit issues in maintaining your participation in these various approaches to the Social Web? • What other issues would you like to pose to the group for their feedback?

• Next generation web and marketing services firm • Focus on better customer understanding and communication • Specialties include: – using social media to build greater awareness and connectivity with potential and existing customers, – driving traffic to your content via internet marketing, fueling customer word of mouth and referrals, – creating and executing digital strategy Kim Proctor that supports business goals. CEO Customers That Click • Extensive background in this area www.CustomersThatClick.com • Moved to Southern California in the last year

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Social media supports your business

by Customers That Click on Jul 03, 2009

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Social media supports your business — Presentation Transcript