Marketing Social CRM As A Service For Customers

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Marketing Social CRM As A Service For Customers

  1. 1. Marketing social crm as a service for customers<br />@RyanAmirault – Social CRM Summit<br />August 8, 2011<br />
  2. 2. @RyanAmirault – Social CRM Summit<br />Ryan Amirault<br />-Driving and creating the local social media course for Whole Foods Market.<br />-Previously in corporate finance, now combining analytical skills with social media.<br />-Photographer, cyclist, skier, runner, home chef.<br />-@RyanAmirault<br />August 8, 2011<br />
  3. 3. @RyanAmirault – Social CRM Summit<br />topics<br />Clear Expectations<br />Personalize It<br />Benchmarks<br />Listen<br />Facilitate<br />August 8, 2011<br />
  4. 4. @RyanAmirault – Social CRM Summit<br />Clear expectations<br />August 8, 2011<br />
  5. 5. @RyanAmirault – Social CRM Summit<br />Clear expectations<br />August 8, 2011<br />
  6. 6. @RyanAmirault – Social CRM Summit<br />Personalize it<br /><ul><li>Sign your responses for a personal touch
  7. 7. Result? Higher engagement rates!</li></ul>August 8, 2011<br />
  8. 8. @RyanAmirault – Social CRM Summit<br />Personalize it<br />August 8, 2011<br />
  9. 9. @RyanAmirault – Social CRM Summit<br />Personalize it<br />Turn on page owner of your Facebook Fan Page<br />August 8, 2011<br />
  10. 10. @RyanAmirault – Social CRM Summit<br />Benchmarks for customer service<br />1. All Tweets & Facebook posts responded to within 1 hour, but goal is15 minutes.<br /><ul><li>Respond to ALL feedback, especially negative</li></ul>2. Questions requiring more research responded to within 24 hours or referred to specific department or store.<br />3. Dedicated email address created for social media channels.<br />August 8, 2011<br />
  11. 11. @RyanAmirault – Social CRM Summit<br />Benchmarks for customer service<br />4. Number of issues found and responded to<br /> 5. Content interactions (page/post views, click-thrus, impressions, etc)<br />6. Sales Contribution – correlate sales to social media efforts, dare I say ROI…<br />7. Customer Service Inquiries – trends in number of total inquires (more CS inquiries could be making their way to social channels)<br />August 8, 2011<br />
  12. 12. @RyanAmirault – Social CRM Summit<br />listen<br />Source: www.ilisten.com/<br />August 8, 2011<br />
  13. 13. @RyanAmirault – Social CRM Summit<br />listen<br />Quick Stats:<br />Facebook<br /><ul><li>Over 750 Million people are on Facebook.
  14. 14. 2.1 Billion internet users worldwide
  15. 15. ~36% of the world is on Facebook!
  16. 16. 50% of Facebook users logon daily</li></ul>Twitter<br /><ul><li>Over 200 million accounts
  17. 17. 13% of online Americans use Twitter (June 2011), up 5% from Nov 2010</li></ul>Source: Facebook.com,InternetWorldStats.com, Mashable.com<br />August 8, 2011<br />
  18. 18. @RyanAmirault – Social CRM Summit<br />listen<br />August 8, 2011<br />
  19. 19. @RyanAmirault – Social CRM Summit<br />listen<br /><ul><li>Twitter Advanced Search: http://seach.twitter.com
  20. 20. Hootsuite– follow custom searches as they happen from a dashboard
  21. 21. Examples: “Whole Foods Boulder,” “Whole Foods Colorado,” “Boulder Food,” “Boulder Lunch,” and of course searches for the competition!</li></ul>August 8, 2011<br />
  22. 22. @RyanAmirault – Social CRM Summit<br />listen<br /><ul><li>Respond to EVERYONE, both positive and negative: Negative comments are the most important and also shows the online world know the problem was resolved.
  23. 23. Crisis Management Plan: Before you begin using social channels for your business, be sure to have a plan in place for emergencies.
  24. 24. Email and phone list, follow through.</li></ul> <br />August 8, 2011<br />
  25. 25. @RyanAmirault – Social CRM Summit<br />How to facilitate customer service<br /><ul><li>Content: keep it fresh and add value.
  26. 26. Photos of events
  27. 27. Videos of products
  28. 28. Customer testimonials
  29. 29. Behind the scenes
  30. 30. Blogs, host content from locals and customers</li></ul> <br />August 8, 2011<br />
  31. 31. @RyanAmirault – Social CRM Summit<br />How to facilitate customer service<br /><ul><li>Social Media Only Specials – Drive traffic & trial!
  32. 32. Foursquare check-ins
  33. 33. Facebook coupon</li></ul> <br />August 8, 2011<br />
  34. 34. @RyanAmirault – Social CRM Summit<br />Thank you!<br />August 8, 2011<br />

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