Digital and social media can be a perfect fit for spas and wellness companies to interact with consumers. Today, consumers research options and share experiences online, so these companies must be present on social media to understand customer needs, manage their reputation, and drive footfalls through fan engagement and loyalty programs. While deals can initially boost sales, companies need to avoid being seen solely as discount brands and find ways for customers to pay full price over time.
9. how Blogs Social networking sites wikis User generated videos and podcasts Forums and message boards Ratings and reviews tagging widgets
10. If You Are A: You Should Not Miss This Opportunity Wellness Compan y Spa Or
11. Spas / Wellness + Digital / Social Media = A Perfect Fit Wondering Why?
12. Today consumers value the importance of their health and well being, and are constantly looking for ways and means, which give them better benefits with less side effects, which evoke conversations, experiences, memories and stories that people share and Digital and Social Media is all about such conversations.
14. Recommendations from Friends and Peers Recommendations From Professional & Experts Other Online Influencers Suggestions from Online Communities and Relatives I need to de-stress and take better care of my body, what should I do? Online Ratings and Reviews by others consumers
17. Do you really understand your consumers’ needs / pain points / wish lists? SM would help you to know what consumers are looking for and develop your response accordingly Traditional Media is expensive and has low brand recall value SM enables Constant Interaction and Brand Visibility Consumption of Traditional Media – Print & Television - has reduced Consumers don’t trust advertising Concerns of the Consumers and Caregivers remains unanswered Consumers are turning to Internet and Social Media resources for various information Consumers trust people like themselves i.e., their Friends, Peers, Relatives, Communities SM provides an open platform for consumers to raise their concerns, feedback etc and for you to respond, connect and share
22. Expressing their shock in 140 chars Approx 30 more #ccdsucks tweets do the round that evening. When #CCD-sucked CCD sucks… @cafecoffeeday at Ispahani center is kicking twitter out.. #ccducks Tweet from @PPrakash (Prakash P) at 7:50 PM Feb 4 th from Snaptu #ccdsucks cover chrg not defined but threats turng up frm mgr Tweet from @idlee_amin (Tushar R) at 7:51 PM Feb 4 th from Snaptu Cover charge for sitting in this place RT @PPrakash: CCD sucks… @cafecoffeeday at Ispahani center is kicking twitter out.. #ccducks Tweet from @metalsaint (gautham govind) at 7:52 PM Feb 4 th from Snaptu Cover charge for @CafeCoffeeDay? Screw you. #ccdsucks Tweet from @surajram (Surajram Kumaravel) at 7:55 PM Feb 4 th via web
23. Next morning, CCD wakes up and smells the coffee @gopal_b :O We're v sorry about this! It is not CCD's policy to charge a cover. Thanks for letting us know. We're checking on it right away! Tweet from @CafeCoffeeDay (Café Coffee Day) at 10:44 PM Feb 5 th via web @narayananh @bombaylives @additiyom @wiredvijay @ubiquitense CCD does not charge a cover. Thanks a lot for letting us kno n we're v sorry! Tweet from @CafeCoffeeDay (Café Coffee Day) at 10:47 PM Feb 5 th via web @PPrakash @AmolMathur @ahmedhussain @idlee_amin @CreativeWolf Tnks for leting us kno ppl! We don have a policy to chrg a cover. Chking rt nw Tweet from @CafeCoffeeDay (Café Coffee Day) at 10:52 PM Feb 5 th via web @AmolMathur @PPrakash We really want to resolve this issue. pls help us do that. Give us a no. to call so we can personally apologize. Tweet from @CafeCoffeeDay (Café Coffee Day) at 12:14 PM Feb 5 th via web #ccdsucks #ccd CCD does not have a policy to charge a cover anywhere in India. We apologize for the goof up. This will nt be taken lightly. Tweet from @CafeCoffeeDay (Café Coffee Day) at 12:17 PM Feb 5 th via web #ccdsucks #ccd Like we said, give us an opportunity. Give us a no. to call. When resolved, we'll tell evryone bout it on Twitter. Publicly Tweet from @CafeCoffeeDay (Café Coffee Day) at 12:40 PM Feb 5 th via web
24. But, word of mouth spreads… Another 100 #ccdsucks tweets bash Café Coffee Day. Watch power of Indian web users Live on Twitter: unhappy customers vs brand defense #ccdsucks #cafecoffeeday @cafecoffeeday Tweet from @reemsaied (Reem Saied) at 7:08 PM Feb 5 th from LinkedIn Interesting how @CafeCoffeeDay had to use the #ccdsucks hashtag in all their sorry tweets! :D #selfabuse Tweet from @neelannair (Neelakantan Nair) at 11:04 PM Feb 5 th from Echofon @SathyaBhat got thrown out of @CafeCoffeeDay for no reason. They asked for cover charge 1 hr later, after everyone had ordered. #ccdsucks Tweet from @narayananh (Narayanan Hariharan) at 12:15 AM Feb 5 th from HootSuite @CafeCoffeeDay y do u need a number to talk? use twitter! @PPrakash @mad_nad @AmolMathur @javashri @ubiquitense @idlee_amin #ccdsucks Tweet from @narayananh (Narayanan Hariharan) at 12:45 PM Feb 5 th from HootSuite Here is the #ccdsucks FAN page on #fb. Join in. http://www.facebook.com/pages/Cafe-Coffee-Day-Sucks/291737396851 RT to ur frnds.! Tweet from @Pricelessdream /@AmolMathur (Amol Mathur) at 5:567PM Feb 5 th from Echofon
38. THANK YOU For more information, contact: Sanjay Mehta, Joint CEO Social Wavelength Web: www.SocialWavelength.com Email: [email_address] Cell: +91-98200-40918 Twitter: @sm63
Editor's Notes
Social Wavelength
Social Wavelength
Before transitioning to the next slide, we mention 2 things: Because of the coming together of these human desires and technologies, word of mouth is becoming stronger, and Example of a club