Social Media Strategy

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Social Media Strategy

  1. 1. Technology is no longer passive.<br />It’s interactive.<br />
  2. 2. We don’t just see and hear stuff…<br />
  3. 3. We gather round and <br />talk about it.<br />
  4. 4. We can all share what we care about with the world<br />
  5. 5. We can all be publishers, broadcasters, distributors, producers…<br />
  6. 6. We all have the same equipment<br />
  7. 7.
  8. 8. The ease with which people can share their thoughts via <br />social channels has caused an explosion in conversation<br />
  9. 9. This means a bunch of customers out there want to talk to us and about us<br />
  10. 10. “When will my delivery arrive?<br />“I just bought this and it broke after a day’s use”<br />“This product is the wrong colour”<br />“Thanks for doing such a great job”<br />
  11. 11. Reducing barriers to conversation has set the advocates free<br />
  12. 12. …but it has set the detractors free too<br />
  13. 13. So what are the implications for our business?<br />
  14. 14. We need to talk to customers on their terms<br />
  15. 15. We need to build trust by being more transparent<br />
  16. 16.
  17. 17. We need to think big and act small<br />
  18. 18. Our social media goals are <br />nothing new<br />Transform reputation / perception<br />Reduce call volumes<br />Reduce support costs<br />Increase registered users<br />Increase sales<br />Increase insight & understanding<br />Increase positive sentiment (advocacy)<br />Increase satisfaction<br />Increase awareness / buzz<br />Increase influence<br />Increase colleague retention<br />Attract new colleagues<br />Increase footfall, traffic & conversions<br />
  19. 19. But we’ll achieve them better, faster, cheaper<br />by embracing networked communications as an engine for growth<br />
  20. 20. We see a future where all colleagues & customers<br />have access to all our knowledge, instantly<br />
  21. 21. Where colleagues & customers are collaborators, co-creating<br />
  22. 22. Where colleagues & customers are proud advocates<br />
  23. 23. Where we’re regarded as the approachable experts<br />
  24. 24. So how will we get there?<br />
  25. 25. The good news is the knowledge already exists within our business<br />We have subject matter experts, social media enthusiasts, innovators, customer service stars...<br />
  26. 26. (and many social tools are free!)<br />
  27. 27. We’ll get scale by empowering these internal advocates<br />
  28. 28. Our challenge now is to identify, equip and reward them<br />…so inspiration, participation & productive behaviours spread with newfound velocity<br />
  29. 29. Fast-changing environments call for greater agility<br />
  30. 30. By harnessing our collective intelligence we’ll keep <br />pace with <br />the world<br />
  31. 31. We’ll do this by implementing knowledge <br />management, collaboration, enterprise social networking, social media monitoring and engagement <br />tools and practices<br />Paving the way for universal, embedded understanding of social media<br />
  32. 32. We’ll succeed by applying values of transparency & connectedness, inside & out<br />

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