•  Does	
  not	
  dedicate	
  resources	
  (budget	
  and	
  staff)	
  for	
  social	
  media	
  ini6a6ves	
  
•  Monitors	...
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1YAr8dvdKnC...
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et=If_3JIYtEUiz1Bg6RP3CnA&sig=KfW1InUHZnF4nluOMbvBQuROeJcK
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Top	
  Keywords	
  Used	
  
Top Keywords Used
<iframe src="//embed.gettyimages.com/embed/73970377?
et=DIOCwR04FU-
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aPt5LLk-­‐vEP...
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•  One room holding the whole digital
team
•  Alerting system with notifications,
multiple large screens displaying
Social...
<iframe src="//embed.gettyimages.com/embed/184972644?
et=eM6UqaMSjUG25h_ZEDqJ-g&sig=b19UVcfvN1YYja-
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/aymanitani
/aymanitani
/aymanitani
Search Ayman Itani
linkd.in/aymanitani
Are you ready for Social Media Customer Service ?
Are you ready for Social Media Customer Service ?
Are you ready for Social Media Customer Service ?
Are you ready for Social Media Customer Service ?
Are you ready for Social Media Customer Service ?
Are you ready for Social Media Customer Service ?
Are you ready for Social Media Customer Service ?
Are you ready for Social Media Customer Service ?
Are you ready for Social Media Customer Service ?
Are you ready for Social Media Customer Service ?
Are you ready for Social Media Customer Service ?
Are you ready for Social Media Customer Service ?
Are you ready for Social Media Customer Service ?
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Are you ready for Social Media Customer Service ?

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Who owns your Social Media channels (Governance)? Customer Support Team or Marketing Team? How do you listen and do Social Media Analysis? The presentation tackles many of the key issues large organizations face when tackling Social Media in the Arab World.

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Are you ready for Social Media Customer Service ?

  1. 1. •  Does  not  dedicate  resources  (budget  and  staff)  for  social  media  ini6a6ves   •  Monitors  relevant  ac6vity  by  leveraging  exis6ng  and  free  services     •  Explores  possible  routes  for  adop6ng  the  concept   •  Engages  in  tes6ng  Social  Media  pla?orms   •  Does  not  assign  dedicated  resources  but  establishes  social  media  guidelines     •  Uses  the  social  medium  in  its  exis6ng  marke6ng  and  public  rela6ons  ac6vi6es   •  Assigns  dedicated  staff  and  allocates  a  budget  for  handling  social  media   ini6a6ves   •  Engages  ac6vely  with  the  social  customer  and  leverages  social  media  metrics     •  Expands  its  social  media  presence  and  taps  into  new  opportuni6es   •  Leverages  the  capabili6es  of  social  media  for  all  of  its  core  func6onal   departments     •  Includes:  Sales,  marke6ng,  and  services  departments  and  ac6vi6es     •  Benefits  from  more  sophis6cated  brand  monitoring  tools   •  Benefits  from  the  support  of  senior  management  for  developing  a  social   business     •  Drives  a  Social  CRM  implementa6on     •  Integrates  all  customer-­‐centric  func6ons  into  one  cohesive  system   STAGE  1   STAGE  2   STAGE  3   STAGE  4   STAGE  5  
  2. 2. <iframe  src="//embed.geYyimages.com/embed/185056092? et=wAbnoeEgJU2-­‐303tQpgxGw&sig=yyqjKM36C2UoQiiK3SeUcV 1YAr8dvdKnCf2Zixrg-­‐Bg="  width="414"  height="483"   frameborder="0"  scrolling="no"></iframe>  
  3. 3. <iframe src="//embed.gettyimages.com/embed/163227653? et=icAjOBlzuEK4JsJTUvcJkA&sig=6sN4OdIG5vUSSSlqcMXyaDLAFb23_gAyCc 6EHhPIVHo=" width="507" height="407" frameborder="0" scrolling="no"></ iframe>
  4. 4. <iframe  src="//embed.geYyimages.com/embed/6137-­‐000697? et=If_3JIYtEUiz1Bg6RP3CnA&sig=KfW1InUHZnF4nluOMbvBQuROeJcK rwmutKAUGxfUN6I="  width="400"  height="669"  frameborder="0"   scrolling="no"></iframe>  
  5. 5. Top  Keywords  Used   Top Keywords Used
  6. 6. <iframe src="//embed.gettyimages.com/embed/73970377? et=DIOCwR04FU- R6icO4eodag&sig=Yw0Z3gH-2GJ6RwG2Z6VFSOFpukFrrSEVcct3Zha qRB4=" width="498" height="413" frameborder="0" scrolling="no"></iframe>
  7. 7. <iframe  src="//embed.geYyimages.com/embed/479519215? et=FQTIjYK4OEusbk3DfExTow&sig=c6Wx6yBqsN0N8YnaQ8N0mO aPt5LLk-­‐vEPrMScOvr5gk="  width="400"  height="607"   frameborder="0"  scrolling="no"></iframe>  
  8. 8. <iframe src="//embed.gettyimages.com/embed/166082305? et=HlWAwBzgokiMfZ87YZ49yg&sig=iG0YBrfYGqbT97xaVq1cakIo4z wyY75EUp80mFOsq0g=" width="414" height="483" frameborder="0" scrolling="no"></iframe>
  9. 9. <iframe src="//embed.gettyimages.com/embed/180439688? et=dCiTvV_ko0am8E3aetZMFQ&sig=zvJNlTMZTIFgiiNBeGqmyZ X_dfuh2D2Cwd5idt0Y4-A=" width="478" height="428" frameborder="0" scrolling="no"></iframe>
  10. 10. •  One room holding the whole digital team •  Alerting system with notifications, multiple large screens displaying Social Media feeds, alerts, and a measurable Service Level Agreement •  High speed Internet dedicated to the digital team •  Integration with Smart Phones •  Health assessment of digital assets Image Source: http://socialtimes.com/hootsuite-and-the-rise-of-the-social-media-command-center_b107193
  11. 11. <iframe src="//embed.gettyimages.com/embed/184972644? et=eM6UqaMSjUG25h_ZEDqJ-g&sig=b19UVcfvN1YYja- jtR2pBDBjlXnwRTT-ICyu4is2J7s=" width="513" height="404" frameborder="0" scrolling="no"></iframe>
  12. 12. /aymanitani /aymanitani /aymanitani Search Ayman Itani linkd.in/aymanitani

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