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Marketing Social CRM As A Service For Customers
 

Marketing Social CRM As A Service For Customers

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    Marketing Social CRM As A Service For Customers Marketing Social CRM As A Service For Customers Presentation Transcript

    • Marketing social crm as a service for customers
      @RyanAmirault – Social CRM Summit
      August 8, 2011
    • @RyanAmirault – Social CRM Summit
      Ryan Amirault
      -Driving and creating the local social media course for Whole Foods Market.
      -Previously in corporate finance, now combining analytical skills with social media.
      -Photographer, cyclist, skier, runner, home chef.
      -@RyanAmirault
      August 8, 2011
    • @RyanAmirault – Social CRM Summit
      topics
      Clear Expectations
      Personalize It
      Benchmarks
      Listen
      Facilitate
      August 8, 2011
    • @RyanAmirault – Social CRM Summit
      Clear expectations
      August 8, 2011
    • @RyanAmirault – Social CRM Summit
      Clear expectations
      August 8, 2011
    • @RyanAmirault – Social CRM Summit
      Personalize it
      • Sign your responses for a personal touch
      • Result? Higher engagement rates!
      August 8, 2011
    • @RyanAmirault – Social CRM Summit
      Personalize it
      August 8, 2011
    • @RyanAmirault – Social CRM Summit
      Personalize it
      Turn on page owner of your Facebook Fan Page
      August 8, 2011
    • @RyanAmirault – Social CRM Summit
      Benchmarks for customer service
      1. All Tweets & Facebook posts responded to within 1 hour, but goal is15 minutes.
      • Respond to ALL feedback, especially negative
      2. Questions requiring more research responded to within 24 hours or referred to specific department or store.
      3. Dedicated email address created for social media channels.
      August 8, 2011
    • @RyanAmirault – Social CRM Summit
      Benchmarks for customer service
      4. Number of issues found and responded to
      5. Content interactions (page/post views, click-thrus, impressions, etc)
      6. Sales Contribution – correlate sales to social media efforts, dare I say ROI…
      7. Customer Service Inquiries – trends in number of total inquires (more CS inquiries could be making their way to social channels)
      August 8, 2011
    • @RyanAmirault – Social CRM Summit
      listen
      Source: www.ilisten.com/
      August 8, 2011
    • @RyanAmirault – Social CRM Summit
      listen
      Quick Stats:
      Facebook
      • Over 750 Million people are on Facebook.
      • 2.1 Billion internet users worldwide
      • ~36% of the world is on Facebook!
      • 50% of Facebook users logon daily
      Twitter
      • Over 200 million accounts
      • 13% of online Americans use Twitter (June 2011), up 5% from Nov 2010
      Source: Facebook.com,InternetWorldStats.com, Mashable.com
      August 8, 2011
    • @RyanAmirault – Social CRM Summit
      listen
      August 8, 2011
    • @RyanAmirault – Social CRM Summit
      listen
      • Twitter Advanced Search: http://seach.twitter.com
      • Hootsuite– follow custom searches as they happen from a dashboard
      • Examples: “Whole Foods Boulder,” “Whole Foods Colorado,” “Boulder Food,” “Boulder Lunch,” and of course searches for the competition!
      August 8, 2011
    • @RyanAmirault – Social CRM Summit
      listen
      • Respond to EVERYONE, both positive and negative: Negative comments are the most important and also shows the online world know the problem was resolved.
      • Crisis Management Plan: Before you begin using social channels for your business, be sure to have a plan in place for emergencies.
      • Email and phone list, follow through.
       
      August 8, 2011
    • @RyanAmirault – Social CRM Summit
      How to facilitate customer service
      • Content: keep it fresh and add value.
      • Photos of events
      • Videos of products
      • Customer testimonials
      • Behind the scenes
      • Blogs, host content from locals and customers
       
      August 8, 2011
    • @RyanAmirault – Social CRM Summit
      How to facilitate customer service
      • Social Media Only Specials – Drive traffic & trial!
      • Foursquare check-ins
      • Facebook coupon
       
      August 8, 2011
    • @RyanAmirault – Social CRM Summit
      Thank you!
      August 8, 2011