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Activating the Social Customer

     Secrets to Social Business Success
The Social Media Landscape
Today’s Discussion
An understanding of how activating community fits
into the picture for businesses and organizations.

How harnessing social for activating communities
ties into existing organizational goals.

Proven tactics to use with each objective that you
can start implementing today.

Understanding the Key Performance Indicators in
activating community.
Objective:
Activating Community
Community Activation + Social
Interactivity naturally drives action.

Closer connection between brand and
community.

Pass along rate increases and provides
potential for exponential growth of activity.

Timely distribution of messages drives
immediate action.
Provide Incentives
Often, people take action because there is
an incentive to their involvement.
Provide Pre-Packaged Content
If you aren’t making it easy for your
network to share content on your
behalf, you are losing opportunities to
leverage your community to further bolster
your brand.
Share with a Friend Programs
Recommendations from
friends are one of the
most highly trusted
sources for information.
Encourage your
community to:
• Share news
• Pass along product
  information
• Get involved in activities
Ask for UGC of Experiences
         and Opinions
There’s no better
way to showcase
products
or services than
having your
network do it
for you.
Empower Your Network
Give your community the power to engage
and contribute with you and your
programs.
Ongoing Program(s) for
      Repeat Activity
Provide ways to regularly get involved with
your brand to increase action and activity.
Measuring Success
Identify specific Key Performance
Indicators specific to Activating Community
Realize that not all metrics matter for
every objective
Start measuring KPIs at start of initiatives
to track before, during and post-
performance
Comments & Replies
Assess how many people are leaving comments
and replies – showing actual interaction with your
activity.
Engagement
Engagement, or number of interactions, will show
that you inspired your community to do
something, whether that be a Like, Click, or other
interaction.
Views
Views of your content will measure the number of
people seeing and potentially considering the
activity you are proposing.
Questions to ask…
•   Are there social applications that may work
    for our business units, goals?

•   How should we engage in a dialogue with our
    customers and provide support?

•   How can we be delivering our
    content, deals, calls to action to
    followers/customers so that it is more
    sharable with their networks?

•   How can I say that in 140 characters or less?

•   Are there technologies that would make this
    easier?
Where SMMS Comes In
Social is part of the marketing mix:
more activity requires more structure.

No one relies on just one network:
a social media management system helps
manage these.

Increasing need for scalability:
Social media management systems are
designed specifically to help scale and
grow programs.
Get the Full Pocket Guide
          • Business Cases for 6 highest
            priority business objective
          • Content Ideas
          • Sample tactics to implement
          • Suggested success metrics
          • Ideal team member profile
          • Real-world examples
Activating community-with-social-media3514

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Activating community-with-social-media3514

  • 1. Activating the Social Customer Secrets to Social Business Success
  • 2. The Social Media Landscape
  • 3. Today’s Discussion An understanding of how activating community fits into the picture for businesses and organizations. How harnessing social for activating communities ties into existing organizational goals. Proven tactics to use with each objective that you can start implementing today. Understanding the Key Performance Indicators in activating community.
  • 5. Community Activation + Social Interactivity naturally drives action. Closer connection between brand and community. Pass along rate increases and provides potential for exponential growth of activity. Timely distribution of messages drives immediate action.
  • 6. Provide Incentives Often, people take action because there is an incentive to their involvement.
  • 7. Provide Pre-Packaged Content If you aren’t making it easy for your network to share content on your behalf, you are losing opportunities to leverage your community to further bolster your brand.
  • 8. Share with a Friend Programs Recommendations from friends are one of the most highly trusted sources for information. Encourage your community to: • Share news • Pass along product information • Get involved in activities
  • 9. Ask for UGC of Experiences and Opinions There’s no better way to showcase products or services than having your network do it for you.
  • 10. Empower Your Network Give your community the power to engage and contribute with you and your programs.
  • 11. Ongoing Program(s) for Repeat Activity Provide ways to regularly get involved with your brand to increase action and activity.
  • 12. Measuring Success Identify specific Key Performance Indicators specific to Activating Community Realize that not all metrics matter for every objective Start measuring KPIs at start of initiatives to track before, during and post- performance
  • 13. Comments & Replies Assess how many people are leaving comments and replies – showing actual interaction with your activity.
  • 14. Engagement Engagement, or number of interactions, will show that you inspired your community to do something, whether that be a Like, Click, or other interaction.
  • 15. Views Views of your content will measure the number of people seeing and potentially considering the activity you are proposing.
  • 16. Questions to ask… • Are there social applications that may work for our business units, goals? • How should we engage in a dialogue with our customers and provide support? • How can we be delivering our content, deals, calls to action to followers/customers so that it is more sharable with their networks? • How can I say that in 140 characters or less? • Are there technologies that would make this easier?
  • 17. Where SMMS Comes In Social is part of the marketing mix: more activity requires more structure. No one relies on just one network: a social media management system helps manage these. Increasing need for scalability: Social media management systems are designed specifically to help scale and grow programs.
  • 18. Get the Full Pocket Guide • Business Cases for 6 highest priority business objective • Content Ideas • Sample tactics to implement • Suggested success metrics • Ideal team member profile • Real-world examples

Editor's Notes

  1. FullGuide available for complete view of business objectives at http://info.spredfast.com/SocialMediaPocketGuide-Website.html
  2. Social is now part of the marketing mix. No one relies on just one network – requires a mix for continued success. Social programs focused on objectives.Increasing need for scalability. 48% of interactive marketers plan to increase social media spending in 2011 – Forrester Research, Inc. Average of more than 170 corporate accounts in enterprise companies – Altimeter Group
  3. Tactics most commonLowest barrier to entryNot meant to be comprehensiveEverything discussed today should be quickly “implementable”
  4. Ties to Biz Obj:Number one goal of most social media marketersSocial media has the ability to reach a large audience, generate traffic and demonstrate expertise
  5. Examples:-Create a badge on Foursquare or Gowalla that users can unlock when checking into locations or taking pre-determined actions. -Provide exclusive offers or giveaways to people who “like” your Facebook Page.-Unlock special deals, contests or “virtual branded items” when community members check in to specific, meaningful locations.
  6. Control brand messagingLeveraging community to spread on your behalfExamples:-Provide sample Tweets people can share about a particular subject or campaign to spread the word on your behalf in email outreach. -Ask your Facebook fans to change their status to represent a particular day, event or cause. Provide samples of statuses that your fans can use to make the update as easy as possible. -Create widgets or badges your network can share on their blogs, websites or personal networks to support your cause or product. -Write a blog post explaining multiple tactics your network can implement to show support for your cause, product or even company.
  7. Include Pl RTPost FB status update telling best ways to get friends involved Incorporate Facebook Like button on all web pages
  8. Create a poll on Facebook allowing people to contribute to future decisions like product features or cause related projectsAsk for customer stories or experiences with your products or services to give them a voice.
  9. http://info.spredfast.com/SocialMediaPocketGuide-Website.html