SOCIAL MEDIA 247Everything you need to know  to create business success        through social media
Andrew Chow (Ideasandrew)   Founded      Ideamart (S) Pte Ltd since 1994 . Ideas & Concepts since 2002   Education     ...
Andrew Chow (Ideasandrew)                           Social Networking                                Facebook - http://www...
Talk Outline   Mastering Social Media Content and Connection   Initiating great conversations and strengthening    relat...
Details   Overview of Social Media   The Platforms and Channels of Social Media   Social Media Branding       Streamli...
Social Media        Overview        Differentiate the Internet with New Internet                   Embracing Social Media ...
Differentiate the old       Internet from New InternetSocial Media Overview
Google : Search                 (You look for information)Social Media : Share                  (Information look for you)...
Social Media         =    New Internet         =Live CommunicationSocial Media Overview
Social Media Overview
Embracing the                  Social Media lifestyleSocial Media Overview
o   Learn what people are saying about youo   Create buzz for events & campaignso   Increase brand exposureo   Identify an...
Social Media :                        Return on InvestmentSocial Media Overview
Reach                         Engagement & Influence o   Website visits / views    o   Sentiment of reviews o   volume of ...
Resources required for social media may include:  o   Strategic consultation  o   Training  o   Creating content  o   Inte...
The Platforms & Channels           of Social Media                             FaceBook – The King of Social Networking   ...
o    Fastest growing social network in emerging     countries (China, India, Brazil)     (700 million members)o    Powerfu...
o    Your brand’s homepage on Facebook.o    Allow you to post photos, videos,     events and other messages.o    Users int...
o    Contains profiles of Fortune 500 executives     and leading entrepreneurs     o average individual salary on LinkedIn...
o   Microblogs are blogs limited to a    sentence or two (about 140 characters)    o   People use microblogging to promote...
o   share timely informationo   promote useful content including resources,    contests, deals, etc.    (not just your own...
o    Video sharing sites let you     upload videos and share them     with people.o    They’re a perfect repository for   ...
o   helps you gain exposure and direct    traffic back to your websiteo   sparks interest without a hard-sello   videos ca...
o   Photo sharing sites give you    a place to upload and    organize your photoso   You can invite friends to    check ou...
o    detail the launch of a new     product, from initial sketches to     the launch partyo    promote special events,    ...
o    A podcast is a series of audio or     video files which is distributed by     syndicated download to your     compute...
o   A file-sharing site is a series of presentation in PPT,    PDF, Word format which is distributed by syndicated    down...
o    A blog is a website with     regular entries of     commentary or newso     Blogs serve to establish      your compan...
o    engage in dialogue with your     customerso    improve your search engine     visibilityo    promote product launches...
Group Exercise:What are the reasons most companiesdo not have active social mediapresence?
SOCIALBRANDING  General Principles     Best Practices
Brand & Branding                   Brand Audit                   Competitive         BrandTarget & Insight                ...
Social Branding                  General PrinciplesSocial Branding
| Social Media |             Content               { What’s happening in the world? }                     { What can I do ...
Content                     Original        Co-created                                User-generatedSocial Branding
Something Exclusively  Original                          Yours!Social Branding
Others Contribute to what Co-created            you have started                     Exposes a Problem/ Asks a Question   ...
Others generate new                  Content about your brand                    Entirely on their own User-generated     ...
English Wikipedia                    is 30 X bigger                         than                      BritannicaSocial Bra...
1000 years to watch all videos         (2012 – 3012)Social Branding
6,000,000,000                  85% of people on earth                   has a photo in FlickrSocial Branding
1,000,000,000                If FACEBOOK is a Country,     It will be the 3rd largest Country In the World                ...
Context   (Conversation)       (What’s there to talk about?)(How do I conduct myself on social media?)
Listen & LearnSocial Branding
Share & InspireSocial Branding
Comment & DiscussSocial Branding
Values & EthicsSocial Branding
Social Media Effect?                 OrIt’s how fast your content travels and  stay “hot” online by your contacts
Contacts                  (Community)                         { Who am I meeting? }                      { Where can I fin...
CommunityInfluence       Peer    Stakeholders
Community   Advocators                      Inner Circle   Affluent Market                 Leads   Baby Boomers      ...
Social Branding                   Best PracticesSocial Branding
# 1 – Streamline Your Content                               What’s your Content?1.    Accolades & Awards                  ...
# 2 – Select Your PlatformsWhat are your Platform? How did you choose and prioritize them? Social Branding
# 3 – Share Your Knowledge                       How do you share your knowledge?    Contest                           _...
# 4 – Simplify Your Conversation Preparing Conversation Starters (content) •   List the 10 most unique features about your...
# 4 – Simplify Your Conversation Finding the right people to engage in conversation • Find 10 influencers/thought leaders ...
# 4 – Simplify Your Conversation Implementing good conversation • Mix and Match Item 1 to 12 by creating different • Use A...
# 5 – Sell Your Expertise           80 / 20 Rule                   4 : 1 rule Social Branding
# 6 – Support Your Community•    Facebook Connect•    Mass Invite•    Niche Partnership•    Open ID•    Personal Branding•...
Community Growth     Technology
Social Network (www.socialengine.net)Social Branding
Facebook ConnectSocial Branding
OpenIDSocial Branding
Mobile WebSocial Branding
Mass Invite (not Mass Broadcast)Social Branding
Conversational    Marketing       Best Practices    Marketing Phases
Conversational MarketingBest Practices Get the Thumbs Up! Practice Crowd-Sourcing. Engage Social media Celebrities Dig...
Pre Marketing                           Generate User Content!                                     (awareness)Conversation...
Manage it! (www.eventbrite.com) Conversational Marketing
Update it! (www.slideshare.net) Conversational Marketing
Discuss it! - Early Bird PortalConversational Marketing
Quiz It ! (www.proprofs.com) Conversational Marketing
Blog about it! (www.wordpress.com) Conversational Marketing
Promote It! With keywords            (www.youtube.com)Conversational Marketing
Answer It! (www.quora.com)Conversational Marketing
“Usual Suspects”Conversational Marketing
Marketing “Peak”                                        Let’s Get Talking!                            (Participation & Int...
#hashtag           @mention   RTConversational Marketing
Are you Pinterested?                  (www.pinterest.com)Conversational Marketing
Lead generation! – QR Code Conversational Marketing
Go Live! – www.ustream.comConversational Marketing
Who’s Talking? –            www.socialmention.comConversational Marketing
Let’s Connect! – www.linkedin.com Conversational Marketing
Share Locations! –                www.foursquare.comConversational Marketing
Post Marketing                      Engage the Community!      (Sharing of experiences and feedback )Conversational Market...
Record it! – Podcast! Conversational Marketing
Make it Official! –                 www.wikipedia.comConversational Marketing
Moment of Truth –               www.feedbackfarm.comConversational Marketing
Memory Lane – www.animoto.comConversational Marketing
Submit the Story! – www.mashable.comConversational Marketing
Follow up Meeting – www.meetup.comConversational Marketing
Write a book! – www.smashwords.comConversational Marketing
Special Focus on Linkedin Conversational Marketing
Customer Service on Social MediaSocial Customer Service PrincipleSocial Customer Service Best Practices
Personable CustomerService Principles   Be authentic and transparency.   Be Personable, Not Being Personal.   Leverage ...
Social Customer Service                              Best PracticesSocial Customer Service
Social Customer Service
o    Experiment personally     before professionallyo    Try a variety of social     media toolso    Be yourself, make som...
1. Discovery                       2. Strategy    (people, competition, and          (opportunities, objectives)    search...
o    Find where your audience is participating     and indentify the influencerso    Read industry blogs (including commen...
o    Tap into the wisdom of the crowd to access a wider talent pool     and gain customer insighto    Companies that use c...
o    Avoid puffery     (people will ignore it)o    Avoid evasion and lying     (people won’t ignore it)o    Companies have...
Share your content   Don’t be afraid to share. Corporations, like people,    need to share information to get the value o...
Be personable and act like a person   Dont shout. Dont broadcast. Don’t    brag.   Speak like yourself – not a corporate...
Contribute in a meaningful way   Think like a contributor, not a marketer   Consider what is relevant to the    communit...
See criticism as an opportunity   Don’t try to delete or remove    criticism (it will just make it worse)   Listen to yo...
Social Customer Service
Be proactive   Don’t wait until you have a    campaign to launch - start    planning and listening now   Build relations...
Accept you can’t do it all yourself   You need buy in from everyone in    the organization   Convince your CEO that soci...
   Coordinate comments internally   Tweet & Retweet, @mention, etc    Social Customer Service
Experiment with more Social MediaSocial Customer Service
Summary1.     Experiment with social media2.     Make a plan3.     Listen4.     Be transparent & honest5.     Share your c...
Social Customer Service
What’s Next?Social Media Knowledge Base
Mashable – www.mashable.com
www.socialmediaexaminer.com
www.socialmediatoday.com
www.socialmediab2b.com
Others Platforms   & Monitoring  Article Submission and Crowd Sourcing Tools                      Social Media Monitoring ...
Article Submission and Crowd Sourcing Tools
www.ezinearticles.com
www.selfgrowth.com
www.evancarmichael.com
www.wikipedia.com
www.smashwords.com
www.feedbackfarm.com
www.proprofs.com
www.animoto.com
www.ustream.com
Social Media Monitoring Tools
www.socialmention.com
Professional - www.jamiq.com
Social Media Aggregation
www.hootsuite.com
www.hootsuite.com
www.hootsuite.com
Social Media Measurement Tools
www.google.com/analytics
www.klout.com
CurrentApplications of  Social Media                          How People Are Using Social Media                      How B...
How individuals are using Social                         Media?
Personal Brandingwww.merryriana.com
ThoughtLeadershipwww.violetlim.com
PersonalConvictionNicole Seah
ProfessionalShowcaseAndrew Chow(Ideasandrew)
How Businesses Are Using Social                        Media?
Sharing of Content
Get ideas for product devt
Provide Customer Service Support
Provide Competitive and MarketResearch
Answer prospects’ questions
Develop relationship with Influencers
Facilitate Offline Connections
How Government & StatutoryBoards are Using Social Media
Mobilization and Volunteerism
Campaign
Election
Voters’ Content (user generated)
Community Engagement
Public Education
How Charities use Social Media
Increase Awareness
Raising Donation
Increase Volunteerism
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Social Media 247

  1. 1. SOCIAL MEDIA 247Everything you need to know to create business success through social media
  2. 2. Andrew Chow (Ideasandrew) Founded  Ideamart (S) Pte Ltd since 1994 . Ideas & Concepts since 2002 Education  Thames Valley University, UK Business Awards  STB Business Award – Most Innovative Marketing Initiative award 2007  Spirit of Enterprise 2008  Successful Entrepreneur 2010  Spirit of Service 2012 Certification  NLP Practitioner  Certified Life Coach Forte  PR Strategic Counsel, Implementation & Monitoring  Social Networking / Social Media Strategy  Brand Management Consultancy  Personal Branding Professional Affiliation  Approved NCSS Training Provider  WDA ACTA-certified
  3. 3. Andrew Chow (Ideasandrew) Social Networking Facebook - http://www.facebook.com/#!/AndrewChowKokWah Plaxo http://ideasandrew.myplaxo.com/ Linkedin - http://sg.linkedin.com/in/ideasandrew Social Media Sharing Flickr Collection - http://www.flickr.com/photos/ideasandrew/ Youtube Channel - http://www.youtube.com/user/ideasandrew Slideshare - http://www.slideshare.net/ideasandrew Podomatic - http://ideasandrew.podomatic.com Social Blogging / Micro-blogging Twitter - http://twitter.com/Ideasandrew Wordpress – www.andrewchow.sg Social Collaboration Wikipedia - http://en.wikipedia.org/wiki/User:Ideasandrew Meet up - http://www.meetup.com/members/11966314/More than 250 interviews/feature in 6 years from local and international media
  4. 4. Talk Outline Mastering Social Media Content and Connection Initiating great conversations and strengthening relationships Engaging the public to develop brand advocators within the community
  5. 5. Details Overview of Social Media The Platforms and Channels of Social Media Social Media Branding  Streamline Your Content.  Select Your platforms.  Share Your Knowledge.  Simplify Your Conversation.  Sell Your Expertise.  Support Your Community Conversational Marketing  Get the Thumbs Up!  Practice Crowd-Sourcing.  Social media Celebrities  Between each print.  Getting Visual Social Customer Service  Be authentic and transparency  Be Personable, Not Being Personal.  Leverage on Criticism as an Opportunity to explain yourself
  6. 6. Social Media Overview Differentiate the Internet with New Internet Embracing Social Media LifestyleSocial Media – ROI is measurable to a certain extent Popular Platforms
  7. 7. Differentiate the old Internet from New InternetSocial Media Overview
  8. 8. Google : Search (You look for information)Social Media : Share (Information look for you)Social Media Overview
  9. 9. Social Media = New Internet =Live CommunicationSocial Media Overview
  10. 10. Social Media Overview
  11. 11. Embracing the Social Media lifestyleSocial Media Overview
  12. 12. o Learn what people are saying about youo Create buzz for events & campaignso Increase brand exposureo Identify and recruit influencers to spread your messageo Find new opportunities and customerso Support your products and serviceso Improve your search engine visibilityo Gain competitive intelligenceo Get your message out fasto Retain clients by establishing a personal relationshipo Be an industry leader – not a followerSocial Media Overview
  13. 13. Social Media : Return on InvestmentSocial Media Overview
  14. 14. Reach Engagement & Influence o Website visits / views o Sentiment of reviews o volume of reviews and comments and comments o Brand affinity o Incoming links o Commenter authority/influence o Time spentAction & Insight o Favourites / Friends / Fans o Sales inquiries o Viral forwards o New business o Number of downloads o Customer satisfaction and loyalty o Marketing efficiency Social Media Overview
  15. 15. Resources required for social media may include: o Strategic consultation o Training o Creating content o Integrating tools o Distributing content o Relationship management o Measuring value Social Media Overview
  16. 16. The Platforms & Channels of Social Media FaceBook – The King of Social Networking LinkedIn – The network of connection, recommendation and sharing Twitter – The Brand Directory of Social Media Youtube – The Social Coffee shop for Social Commercial Flickr – The Open Album Podcast : Personal On-demand Broadcast Slideshare – The platform to share your knowledge, Sell your expertise Blog – The corporate dairy every company needs
  17. 17. o Fastest growing social network in emerging countries (China, India, Brazil) (700 million members)o Powerful tools to engage and understand your audience: o Brand pages o Custom applications o Targeted advertising o Audience insights/metrics o Opinion polls Social Media Platforms
  18. 18. o Your brand’s homepage on Facebook.o Allow you to post photos, videos, events and other messages.o Users interact with you by o Becoming fans o Commenting on your posts o Participating in discussions o Post photos to your pageo Fans see your page updates in their newsfeed Social Media Platforms
  19. 19. o Contains profiles of Fortune 500 executives and leading entrepreneurs o average individual salary on LinkedIn is $109,000o On LinkedIn your can: o Post a profile and resume o Connect with colleagues o Share professional recommendations o Find jobs o Forums to demonstrate expertise and find answers Social Media Platforms
  20. 20. o Microblogs are blogs limited to a sentence or two (about 140 characters) o People use microblogging to promote themselves, share content and follow friends, celebrities and brands o Companies use it for marketing, public relations and customer service by giving their brand a voice within the community Social Media Platforms
  21. 21. o share timely informationo promote useful content including resources, contests, deals, etc. (not just your own)o personify your brando connect with your customers and develop leadso build credibility and influenceo listen to consumer buzzo research competitorso network and learn from experts in your field Social Media Platforms
  22. 22. o Video sharing sites let you upload videos and share them with people.o They’re a perfect repository for video blogs, taped seminars, witty Power Points, commercials, how-to’s and a behind-the-scene look at your organization. Social Media Platforms
  23. 23. o helps you gain exposure and direct traffic back to your websiteo sparks interest without a hard-sello videos can be low-fi and cheap to produce - immediacy and content is more important than quality.o videos can be a place to showcase your leadership in a field, and spread customer testimonials Social Media Platforms
  24. 24. o Photo sharing sites give you a place to upload and organize your photoso You can invite friends to check out your photos and people can find your photos by searching for the keywords (tags) you apply to your photos. Social Media Platforms
  25. 25. o detail the launch of a new product, from initial sketches to the launch partyo promote special events, charitable campaigns, and awards ceremonieso provide an inside look at your organization, making it appear glamorous, busy, fun, or innovative Social Media Platforms
  26. 26. o A podcast is a series of audio or video files which is distributed by syndicated download to your computer, for use on an MP3 player or computer.o Podcasts can be simple recordings of conversations, presentations, or interviewso They’re a chance to provide build an audience around your brand or message. Social Media Platforms
  27. 27. o A file-sharing site is a series of presentation in PPT, PDF, Word format which is distributed by syndicated download to your computer, for use on a presentation software.o File-sharing can be simple notes of training, seminar, conferences, and workshop.o Excellent tools to share knowledge and thought leadership Social Media Platforms
  28. 28. o A blog is a website with regular entries of commentary or newso Blogs serve to establish your company as transparent, relevant, active, and expert. Social Media Platforms
  29. 29. o engage in dialogue with your customerso improve your search engine visibilityo promote product launches and eventso gain expert status by providing useful tips Social Media Platforms
  30. 30. Group Exercise:What are the reasons most companiesdo not have active social mediapresence?
  31. 31. SOCIALBRANDING General Principles Best Practices
  32. 32. Brand & Branding Brand Audit Competitive BrandTarget & Insight Assessment Inventory Points of Parity and Difference Brand Strategy Equity Positioning Personality Pyramid Objectives & Metrics Brand Execution Brand Communications Brand Elements Strategy Architecture Brand Experience Map Social Branding
  33. 33. Social Branding General PrinciplesSocial Branding
  34. 34. | Social Media | Content { What’s happening in the world? } { What can I do with it? } { Is this real, useful, relevant? } { How do I maintain Control? – You CAN’T }Social Branding
  35. 35. Content Original Co-created User-generatedSocial Branding
  36. 36. Something Exclusively Original Yours!Social Branding
  37. 37. Others Contribute to what Co-created you have started Exposes a Problem/ Asks a Question Solves a Problem/ Answers a Question Propose a Solution / Enrich an Answer Verify a Solution / Test an AnswerSocial Branding
  38. 38. Others generate new Content about your brand Entirely on their own User-generated Value CreationSocial Branding
  39. 39. English Wikipedia is 30 X bigger than BritannicaSocial Branding
  40. 40. 1000 years to watch all videos (2012 – 3012)Social Branding
  41. 41. 6,000,000,000 85% of people on earth has a photo in FlickrSocial Branding
  42. 42. 1,000,000,000 If FACEBOOK is a Country, It will be the 3rd largest Country In the World (after China & India)Social Branding
  43. 43. Context (Conversation) (What’s there to talk about?)(How do I conduct myself on social media?)
  44. 44. Listen & LearnSocial Branding
  45. 45. Share & InspireSocial Branding
  46. 46. Comment & DiscussSocial Branding
  47. 47. Values & EthicsSocial Branding
  48. 48. Social Media Effect? OrIt’s how fast your content travels and stay “hot” online by your contacts
  49. 49. Contacts (Community) { Who am I meeting? } { Where can I find them? } { What do they know? } { When are they moving on? } { Why do I need to know them? }Social Branding
  50. 50. CommunityInfluence Peer Stakeholders
  51. 51. Community Advocators  Inner Circle Affluent Market  Leads Baby Boomers  Mass Media Bloggers  Men Competitors  Minorities Customers  Other networks Detractors  Peers Distributors  Principals Followers  Prospects Gen Z / Gen Y / Gen Z  Resellers Government  Retailers High Net-worth Individuals  Thought leaders (HNWIs)  Under-privileged Influencers  Women  Youth
  52. 52. Social Branding Best PracticesSocial Branding
  53. 53. # 1 – Streamline Your Content What’s your Content?1. Accolades & Awards 1. ____________________________2. Case studies 2. ____________________________3. Charity work/humanitarian projects 3. ____________________________4. ____________________________ 4. ____________________________5. ____________________________ 5. ____________________________6. ____________________________ 6. ____________________________7. ____________________________ 7. ____________________________8. ____________________________ 8. ____________________________9. ____________________________ 9. ____________________________10. ____________________________ 10. ____________________________11. ____________________________ 11. ____________________________12. ____________________________ 12. ____________________________13. ____________________________ 13. ____________________________14. ____________________________ Social Branding
  54. 54. # 2 – Select Your PlatformsWhat are your Platform? How did you choose and prioritize them? Social Branding
  55. 55. # 3 – Share Your Knowledge How do you share your knowledge? Contest  _____________________ Testimonial  _____________________ Landing Page  _____________________ _____________________  _____________________ _____________________  _____________________ _____________________  _____________________ _____________________  _____________________ _____________________  _____________________ _____________________  _____________________ _____________________  _____________________ _____________________  _____________________ _____________________  _____________________ Social Branding
  56. 56. # 4 – Simplify Your Conversation Preparing Conversation Starters (content) • List the 10 most unique features about your services • Brainstorm 10 different ways to share each unique feature • Find 10 related topics in the market (#) • Find 10 different answers to the topic • Prepare 20 toughest questions to ask • Find 20 best articles in your blog • Find 30 best sites relating to your field • Create 100 business wisdom/tips which are your forte • Find 3 sources of your industry news • Produce 10 creative motivation posters Social Branding
  57. 57. # 4 – Simplify Your Conversation Finding the right people to engage in conversation • Find 10 influencers/thought leaders you really want to have open conversation with • Appoint 10 best staff in your organisation to form a task force to discuss and comment on behalf of the company • Search for keywords to find 50 best people on Twitter in your field Social Branding
  58. 58. # 4 – Simplify Your Conversation Implementing good conversation • Mix and Match Item 1 to 12 by creating different • Use Aggregation tools like Hootsuite to schedule, monitor and assign tasks among your task force. • Attitude of managing a conversation should be : • Listening more than talking • Inspiring more than informing • Commending not just commenting Social Branding
  59. 59. # 5 – Sell Your Expertise 80 / 20 Rule 4 : 1 rule Social Branding
  60. 60. # 6 – Support Your Community• Facebook Connect• Mass Invite• Niche Partnership• Open ID• Personal Branding• Strategic Alliance• Others ________________________ Social Branding
  61. 61. Community Growth Technology
  62. 62. Social Network (www.socialengine.net)Social Branding
  63. 63. Facebook ConnectSocial Branding
  64. 64. OpenIDSocial Branding
  65. 65. Mobile WebSocial Branding
  66. 66. Mass Invite (not Mass Broadcast)Social Branding
  67. 67. Conversational Marketing Best Practices Marketing Phases
  68. 68. Conversational MarketingBest Practices Get the Thumbs Up! Practice Crowd-Sourcing. Engage Social media Celebrities Digital Between Prints. Getting VisualConversational Marketing
  69. 69. Pre Marketing Generate User Content! (awareness)Conversational Marketing
  70. 70. Manage it! (www.eventbrite.com) Conversational Marketing
  71. 71. Update it! (www.slideshare.net) Conversational Marketing
  72. 72. Discuss it! - Early Bird PortalConversational Marketing
  73. 73. Quiz It ! (www.proprofs.com) Conversational Marketing
  74. 74. Blog about it! (www.wordpress.com) Conversational Marketing
  75. 75. Promote It! With keywords (www.youtube.com)Conversational Marketing
  76. 76. Answer It! (www.quora.com)Conversational Marketing
  77. 77. “Usual Suspects”Conversational Marketing
  78. 78. Marketing “Peak” Let’s Get Talking! (Participation & Interaction)Conversational Marketing
  79. 79. #hashtag @mention RTConversational Marketing
  80. 80. Are you Pinterested? (www.pinterest.com)Conversational Marketing
  81. 81. Lead generation! – QR Code Conversational Marketing
  82. 82. Go Live! – www.ustream.comConversational Marketing
  83. 83. Who’s Talking? – www.socialmention.comConversational Marketing
  84. 84. Let’s Connect! – www.linkedin.com Conversational Marketing
  85. 85. Share Locations! – www.foursquare.comConversational Marketing
  86. 86. Post Marketing Engage the Community! (Sharing of experiences and feedback )Conversational Marketing
  87. 87. Record it! – Podcast! Conversational Marketing
  88. 88. Make it Official! – www.wikipedia.comConversational Marketing
  89. 89. Moment of Truth – www.feedbackfarm.comConversational Marketing
  90. 90. Memory Lane – www.animoto.comConversational Marketing
  91. 91. Submit the Story! – www.mashable.comConversational Marketing
  92. 92. Follow up Meeting – www.meetup.comConversational Marketing
  93. 93. Write a book! – www.smashwords.comConversational Marketing
  94. 94. Special Focus on Linkedin Conversational Marketing
  95. 95. Customer Service on Social MediaSocial Customer Service PrincipleSocial Customer Service Best Practices
  96. 96. Personable CustomerService Principles Be authentic and transparency. Be Personable, Not Being Personal. Leverage on Criticism as an Opportunity to explain yourself Social Customer Service
  97. 97. Social Customer Service Best PracticesSocial Customer Service
  98. 98. Social Customer Service
  99. 99. o Experiment personally before professionallyo Try a variety of social media toolso Be yourself, make some friends, and share Social Customer Service
  100. 100. 1. Discovery 2. Strategy (people, competition, and (opportunities, objectives) search engines) 4. Execution3. Skills (tools, integration, policies, (identify internal resources and process) and gaps)5. Maintenance (monitor and adapt) Social Customer Service
  101. 101. o Find where your audience is participating and indentify the influencerso Read industry blogs (including comments)o Google your company name & your competitiono Find tools that can help you listen Social Customer Service
  102. 102. o Tap into the wisdom of the crowd to access a wider talent pool and gain customer insighto Companies that use crowd sourcing include: o Starbucks (MyStarbucks) o Dell (Ideastorm) o DuPont o Netflix o Wikipedia o iStockphoto.com o Threadless.com o Mechanical Turk (Amazon) Social Customer Service
  103. 103. o Avoid puffery (people will ignore it)o Avoid evasion and lying (people won’t ignore it)o Companies have watched their biggest screw- ups rise to the top 10 of a Google searcho Admit your mistakes right away Social Customer Service
  104. 104. Share your content Don’t be afraid to share. Corporations, like people, need to share information to get the value out of social media Make your content easy to share Incorporate tools that promote sharing:  Share This, RSS feeds, Email a friend Social Customer Service
  105. 105. Be personable and act like a person Dont shout. Dont broadcast. Don’t brag. Speak like yourself – not a corporate marketing shill or press secretary Personify your brand – give people something they can relate to. Social Customer Service
  106. 106. Contribute in a meaningful way Think like a contributor, not a marketer Consider what is relevant to the community before contributing Don’t promote your product on every post Win friends by promoting other people’s content if it interests you Social Customer Service
  107. 107. See criticism as an opportunity Don’t try to delete or remove criticism (it will just make it worse) Listen to your detractors Admit your shortcomings Work openly towards an explanation and legitimate solution Social Customer Service
  108. 108. Social Customer Service
  109. 109. Be proactive Don’t wait until you have a campaign to launch - start planning and listening now Build relationships so they’re ready when you need them Social Customer Service
  110. 110. Accept you can’t do it all yourself You need buy in from everyone in the organization Convince your CEO that social media is relevant to your organization Get your communications team together, discuss the options, then divide and conquer Social Customer Service
  111. 111.  Coordinate comments internally Tweet & Retweet, @mention, etc Social Customer Service
  112. 112. Experiment with more Social MediaSocial Customer Service
  113. 113. Summary1. Experiment with social media2. Make a plan3. Listen4. Be transparent & honest5. Share your content6. Be personable and act like a person7. Contribute in a meaningful way8. See criticism as an opportunity9. Be proactive10. Accept you can’t do it all yourself11. Develop other Advocates within your network12. Experiment with more Social Media Social Customer Service
  114. 114. Social Customer Service
  115. 115. What’s Next?Social Media Knowledge Base
  116. 116. Mashable – www.mashable.com
  117. 117. www.socialmediaexaminer.com
  118. 118. www.socialmediatoday.com
  119. 119. www.socialmediab2b.com
  120. 120. Others Platforms & Monitoring Article Submission and Crowd Sourcing Tools Social Media Monitoring Social Media Aggregation Social Media Measurement Social Media Community Growth Tools Social Media Knowledge Base
  121. 121. Article Submission and Crowd Sourcing Tools
  122. 122. www.ezinearticles.com
  123. 123. www.selfgrowth.com
  124. 124. www.evancarmichael.com
  125. 125. www.wikipedia.com
  126. 126. www.smashwords.com
  127. 127. www.feedbackfarm.com
  128. 128. www.proprofs.com
  129. 129. www.animoto.com
  130. 130. www.ustream.com
  131. 131. Social Media Monitoring Tools
  132. 132. www.socialmention.com
  133. 133. Professional - www.jamiq.com
  134. 134. Social Media Aggregation
  135. 135. www.hootsuite.com
  136. 136. www.hootsuite.com
  137. 137. www.hootsuite.com
  138. 138. Social Media Measurement Tools
  139. 139. www.google.com/analytics
  140. 140. www.klout.com
  141. 141. CurrentApplications of Social Media How People Are Using Social Media How Businesses Are Using Social Media How Governments & Statutory Boards Are Using Social Media How are Charities using social media?
  142. 142. How individuals are using Social Media?
  143. 143. Personal Brandingwww.merryriana.com
  144. 144. ThoughtLeadershipwww.violetlim.com
  145. 145. PersonalConvictionNicole Seah
  146. 146. ProfessionalShowcaseAndrew Chow(Ideasandrew)
  147. 147. How Businesses Are Using Social Media?
  148. 148. Sharing of Content
  149. 149. Get ideas for product devt
  150. 150. Provide Customer Service Support
  151. 151. Provide Competitive and MarketResearch
  152. 152. Answer prospects’ questions
  153. 153. Develop relationship with Influencers
  154. 154. Facilitate Offline Connections
  155. 155. How Government & StatutoryBoards are Using Social Media
  156. 156. Mobilization and Volunteerism
  157. 157. Campaign
  158. 158. Election
  159. 159. Voters’ Content (user generated)
  160. 160. Community Engagement
  161. 161. Public Education
  162. 162. How Charities use Social Media
  163. 163. Increase Awareness
  164. 164. Raising Donation
  165. 165. Increase Volunteerism
  166. 166. 1 copy : $282 copies ; $505 copies : $100
  167. 167. Questions & Answers
  168. 168. Thank you !

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