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AAF-CLE - Creating Community - Engaging Customers

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Slides from the AAF-CLE presentation with Shawn Morton of Nationwide and David Alston of Radian6

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AAF-CLE - Creating Community - Engaging Customers

  1. 1. Creating community,<br />Engaging Customers.<br />@davidalston & @sMoRTy71 <br />
  2. 2. Who is Nationwide?<br />
  3. 3. Social Mediais not a media.<br />
  4. 4.
  5. 5. Social Mediais not a media.<br />
  6. 6.
  7. 7.
  8. 8. Social Mediais not a media.<br />
  9. 9. Social Mediais a two-way communications channel.<br />
  10. 10. Social PhoneEtiquette<br />
  11. 11. Ideas<br />Compliments<br />Memes<br />Complaints<br />Crisis<br />Influencers<br />Competition<br />Crowds<br />Campaign<br />Needs<br />
  12. 12. The 4 P’s Still Relevant?<br />
  13. 13. place<br />
  14. 14. Promotion<br />2<br />
  15. 15. Product<br />2<br />
  16. 16. Price<br />2<br />
  17. 17. & Target<br />Market<br />
  18. 18. The 5 C’s<br />
  19. 19. Content<br />
  20. 20. Community<br />
  21. 21. Conversation<br />
  22. 22. Collaboration<br />
  23. 23. Connections<br />
  24. 24. The Yellow<br />Brick Road:<br />The B2B Example<br />
  25. 25. What’s gonna stop you?<br />
  26. 26. Policies<br />
  27. 27. culture<br />
  28. 28. Bureaucracy<br />
  29. 29. Momentum<br />
  30. 30. Window<br />Dressing<br />
  31. 31. Misinformation<br />
  32. 32. Lack of Top Level Support<br />
  33. 33. Lack of a Plan<br />
  34. 34. Lack of Commitment<br />
  35. 35. Lack of resources<br />
  36. 36. Ok what’s next?<br />
  37. 37.
  38. 38. Who’s Radian6?<br />http://www.radian6.com/what-we-do/<br />
  39. 39.
  40. 40. Connect?<br />
  41. 41. How do I measure it?<br />
  42. 42. Share ofConversation<br />
  43. 43. Share of Voice<br />
  44. 44. Fan<br />Mentions<br />
  45. 45. Point of NeedLeads<br />
  46. 46. Customer Service Conversions<br />
  47. 47. Sentiment<br />
  48. 48. Conversations<br />that Convert<br />
  49. 49. Engagements per Day<br />
  50. 50. Influencer<br />Mentions & RT’s<br />
  51. 51. Types of Conversations<br />

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