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Chamber Of Commerce Slough August 2011 Final
 

Chamber Of Commerce Slough August 2011 Final

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  • Kotlers rational decision making modelAwareness: - research social media landscape and be there. Find people who are researching you, or competitors or product or services. Use SM to broadcast messages (blog, link, article etc). Make messages interesting to share – expanding reach.Interest – they know who you are and now taking next step. Give something away – webcast, blog, article etc. Once you have idea for content repurpose it for social media channels – video, podcast, webcast, blog etc. Engage in conversation – sharing in their content, asking intelligent questions, give thought provoking questions.Evaluation – when they’re weighing up you vs others. Use others’ word of mouth to verify – ask in Twitter – great 140 char count of testimony that can be used in brochures . Drop them a line with useful content when they’re investigating. Run Q&A via social media channels – e.g. Group in LinkedIn or live Q&A for people to test your credentials. Put people in touch with existing customers – e.g. Twitter to twitter.Trial stage – when people are putting you on test or giving you a free trial. Put people in touch with loyal customers, Twitter, forum etc – exisitng customers will def people be advocates if you’re providing great service. Drop them a line (unobtrusively how they’re getting on). Post links to customers who have just bought to “how to’s” and other resources to make them happy with it. Social media low at this point – its about them trying the ACTUAL product or service at this stage. SM can’t make up for poor quality products or services.Adoption – decision to stick with product. Again SM influence is low but can offer incentives to users through social media – time limited offers. Can influence wider decision makers.Loyalty – Social Media influence really high – keep customers informed of new features/offers etc. Provide up to the minute service updates and access to support. Develop one-to-one relationship with customers to deepen relationship. Use channels to promote customer’s services – increases loyalty (you scratch my back and i’ll scratch yours).

Chamber Of Commerce Slough August 2011 Final Chamber Of Commerce Slough August 2011 Final Presentation Transcript

  • My company IS on Social Media – now what??
    Business Breakfast - Slough
  • Contents
    How did companies get on with Social Media in 2010?
    Getting the most out of “The Usual Suspects”
    How Social Media maximises the buying cycle
    What should companies be doing with Social Media?
    Case Study
    Freebies
  • What is really happening with Social Media in the UK?
    In the UK...
    44% of UK internet users have their own Social Networking site
    Twitter is used by 83% of UK organisations involved in Social Media, Facebook 80%, YouTube 58% and LinkedIn 51%.
    73% increased their spend in Social Media
    40% have experimented with Social Media, 20% heavily involved
    However....
    7%
    49%
    47%
    measure Social Media impact & ROI
    Say “resource is a barrier to success”
    Say “the jury is still out”
  • Sound familiar?
    “We’ve got lots of company news we can tweet about!”
    “Why aren’t we on Facebook?!”
    “ No-one is visiting our blog!”
    “I’m on LinkedIn but I don’t reallyuse it.”
  • Getting the most out of “The Usual Suspects”
    REAL TIME:
    • Brand awareness
    • Lead generation
    • Customer insight/feedback
    • The most powerful medium to convey your message
    • First line in brand awareness
    • Powerful advocate tool
    • One of the easiest places to create a community
    • Fantastic inbuilt analytical insight into community behaviour
    • Potential platform of advocates
    • “Targeted Thought Leadership platform
    • Community success increasing
    • Powerful customer insight and lead generation tool
  • How Social Media maximises the buying cycle
    Buying Cycle
    Social Media’s role
    Be present
    Be relevant
    Be proven
    Be helpful
    Be respected
    Be consistent
  • What should companies be doing with Social Media?
    Create your strategy first!
    Establish business goals
    Understand what Social Media can offer
    Define how Social Media can support these goals
    Align Social Media KPIs against these goals
    Once your strategy is defined then begin listening...
    Don’t focus on which tool to use when beginning...
    You.
  • 1) Which Journey are your clients on
    “As a marketer I know this is important to my customers. Where is everyone?!”
    Social Media can...
    Break down conversations by priority
    Start
    Finish
    JOURNEY 1: Quicker Customer support
    “Where is someone who can help?!”
    Finish
    Start
    JOURNEY 2: Complex licensing costs
  • 2) Where in the journey are your clients?
    Social Media can...
    Break down conversations by maturity
    “As a Marketer I think most of my clients are here in their journey at point 1”
    “I’m at point 5 now. I don’t want to know about point 1!”
    Start
    Finish
  • 3) What language is being used by your clients
    Social Media can...
    Break down conversations by terminology
    “Here in the office we use this language all the time so our customers will definitely understand this:
    Blah blahblah”
    “Eh? I’ll go with someone who understands me better.”
    Start
    Finish
  • 4) When are your clients active in the journey?
    Friday
    Mon
    Sat-Sun
    “Ok now that I’ve had my break I’m really interested in picking up where we left off!”
    “I’m interested to what you have to say right now...”
    “You can say all you want right now but I’m not listening so it won’t be of any use.”
    Finish
    Start
    Social Media can...
    Break down conversations by time (hours, days, weeks, months etc)
  • 5) Who is influencing the journey?
    Social Media can...
    Break down conversations by the most influential
    “Whatever you do don’t forget about `ABC!!’”
    “If you’re looking for a good company you can’t go wrong with BRAND X!”
    “Great advice everyone, thanks!”
    Web PresencePersonal Blog http://www.chriswolf.com
    Company Blog http://blogs.gartner.com/chris-wolf/ Twitter @cswolf
    LinkedIn Chris Wolf
    Finish
    Start
  • Now you’ve monitored...
  • Measure
  • Case Study: Social Media Launch for Accountancy Firm
    Scenario
    A top 20 accountancy firm in the UK wanted to use social media to:
    Increase their brand awareness
    Develop existing relationships
    Generate new leads
    Method
    • Monitored all relevant conversations
    • Created a bespoke social media strategy
    • Trained the firm how monitor and engage
    • Provided support & metrics throughout
    Results
    2nd
    30%
    30+
    Firm in Social Media brand awareness for UK
    of all mentions from engaged users
    Leads a month
    Previous position in brand awareness, prior to social media.
  • Freebies
  • Freebies
  • So remember...
    Define your social media strategy first!
    Listen and report on the conversations taking place
    Create your social media engagement plan
    Identify which stage of the buying cycle they are in
    Engage accordingly
    Measure your success
    (Simple).
  • Thank you.
    If you have any further questions please contact david.wood@3seven9.com or tweet us at @3seven9