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Branded Social Care:
Protecting and Amplifying
Reputation Through Strategic
Engagement
2. All Rights Reserved.21 July 2017© 3M 3M Confidential.
We all love agendas. Here’s mine:
• Who am I protecting?
• What is branded social care?
• Why should you care?
• How do you do it?
3. All Rights Reserved.21 July 2017© 3M 3M Confidential.
Who am I protecting?
4. All Rights Reserved.21 July 2017© 3M 3M Confidential.
3M at a glance
 Sales in ~200 countries
 $30 billion in sales*
 Five business groups
 90,000 3Mers globally
 109,000 patents
 100 straight years of dividends
 One of 30 companies on the
Dow Jones Industrial Index
*2016 figures
IndustrialHealth Care ConsumerSafety & Graphics Electronics & Energy
$10.3B$5.5B $4.5B$5.7B $4.8B
$30.1B Revenue
2016 Results
We bring solutions to markets through our business groups
6. All Rights Reserved.21 July 2017© 3M 3M Confidential.
Consumer
Making life easier and more
productive at home and work
7. All Rights Reserved.21 July 2017© 3M 3M Confidential.
What is branded social care?
8. All Rights Reserved.21 July 2017© 3M 3M Confidential.
What is branded social care?
• Monitoring your social communities
• Responding to questions and complaints
• Amplifying brand love
• Seeking out conversations
• Strategically engaging
9. All Rights Reserved.21 July 2017© 3M 3M Confidential.
What is branded social care?
• Customer service
• Reputation management
• Brand education
• Community building
• Genuine
• Unexpectedly expected
10. All Rights Reserved.21 July 2017© 3M 3M Confidential.
Why should you care?
11. All Rights Reserved.21 July 2017© 3M 3M Confidential.
Why should you care?
Nearly 67% of consumers now tap
networks like Twitter and Facebook
for customer service.
When companies engage and respond
to customer service requests over social
media, those customers end up
spending 20% to 40% more with the
company.
Customers who encounter positive
social customer care experiences are
nearly 3 times more likely to
recommend a brand.
12. All Rights Reserved.21 July 2017© 3M 3M Confidential.
How do you take care of your
social community?
13. All Rights Reserved.21 July 2017© 3M 3M Confidential.
Social Listening: Finding Your Customers
• Brandwatch crawls millions of
websites, forums, blogs and
social networks every day.
• Mentions are tracked in real-
time for highly accurate
breakdowns and reporting.
• Customizable Categories,
Tags and Filters add context
and depth to brand research.
• Content is automatically fed
into individualized Spredfast
streams, categorized by
brand.
14. All Rights Reserved.21 July 2017© 3M 3M Confidential.
Social Moderation: Engaging with Customers
• Extensive and customizable
labeling options offer unique
categorization and highly
specific reporting options.
• Highlighting and note
capabilities allow for seamless
workflow between care
teams.
• Conversation history allows
care team members to reply in
context.
• Automatic social care metrics
track how much content has
been responded to and how
quickly it was engaged with.
15. All Rights Reserved.21 July 2017© 3M 3M Confidential.
Social Care at a Glance
Read Categorize Engage
16. All Rights Reserved.21 July 2017© 3M 3M Confidential.
Educate.
17. All Rights Reserved.21 July 2017© 3M 3M Confidential.
Amplify.
18. All Rights Reserved.21 July 2017© 3M 3M Confidential.
Convert.
19. All Rights Reserved.21 July 2017© 3M 3M Confidential.
Branded Social Care Best Practices
• Stay you.
• Be human.
• Be proactive.
• Be transparent.
• Engage with the spectrum.
20. All Rights Reserved.21 July 2017© 3M 3M Confidential.
Social Care Example:
Start to Finish
21. All Rights Reserved.21 July 2017© 3M 3M Confidential.
1. Read and label content.
22. All Rights Reserved.21 July 2017© 3M 3M Confidential.
2. Engage publicly.
23. All Rights Reserved.21 July 2017© 3M 3M Confidential.
3. Converse privately and provide a resolution.
24. All Rights Reserved.21 July 2017© 3M 3M Confidential.
4. Earn a brand advocate.
Questions?

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Alennah Westlund - Branded Social Care: Protecting and Amplifying Reputation Through Strategic Engagement

  • 1. Branded Social Care: Protecting and Amplifying Reputation Through Strategic Engagement
  • 2. 2. All Rights Reserved.21 July 2017© 3M 3M Confidential. We all love agendas. Here’s mine: • Who am I protecting? • What is branded social care? • Why should you care? • How do you do it?
  • 3. 3. All Rights Reserved.21 July 2017© 3M 3M Confidential. Who am I protecting?
  • 4. 4. All Rights Reserved.21 July 2017© 3M 3M Confidential. 3M at a glance  Sales in ~200 countries  $30 billion in sales*  Five business groups  90,000 3Mers globally  109,000 patents  100 straight years of dividends  One of 30 companies on the Dow Jones Industrial Index *2016 figures
  • 5. IndustrialHealth Care ConsumerSafety & Graphics Electronics & Energy $10.3B$5.5B $4.5B$5.7B $4.8B $30.1B Revenue 2016 Results We bring solutions to markets through our business groups
  • 6. 6. All Rights Reserved.21 July 2017© 3M 3M Confidential. Consumer Making life easier and more productive at home and work
  • 7. 7. All Rights Reserved.21 July 2017© 3M 3M Confidential. What is branded social care?
  • 8. 8. All Rights Reserved.21 July 2017© 3M 3M Confidential. What is branded social care? • Monitoring your social communities • Responding to questions and complaints • Amplifying brand love • Seeking out conversations • Strategically engaging
  • 9. 9. All Rights Reserved.21 July 2017© 3M 3M Confidential. What is branded social care? • Customer service • Reputation management • Brand education • Community building • Genuine • Unexpectedly expected
  • 10. 10. All Rights Reserved.21 July 2017© 3M 3M Confidential. Why should you care?
  • 11. 11. All Rights Reserved.21 July 2017© 3M 3M Confidential. Why should you care? Nearly 67% of consumers now tap networks like Twitter and Facebook for customer service. When companies engage and respond to customer service requests over social media, those customers end up spending 20% to 40% more with the company. Customers who encounter positive social customer care experiences are nearly 3 times more likely to recommend a brand.
  • 12. 12. All Rights Reserved.21 July 2017© 3M 3M Confidential. How do you take care of your social community?
  • 13. 13. All Rights Reserved.21 July 2017© 3M 3M Confidential. Social Listening: Finding Your Customers • Brandwatch crawls millions of websites, forums, blogs and social networks every day. • Mentions are tracked in real- time for highly accurate breakdowns and reporting. • Customizable Categories, Tags and Filters add context and depth to brand research. • Content is automatically fed into individualized Spredfast streams, categorized by brand.
  • 14. 14. All Rights Reserved.21 July 2017© 3M 3M Confidential. Social Moderation: Engaging with Customers • Extensive and customizable labeling options offer unique categorization and highly specific reporting options. • Highlighting and note capabilities allow for seamless workflow between care teams. • Conversation history allows care team members to reply in context. • Automatic social care metrics track how much content has been responded to and how quickly it was engaged with.
  • 15. 15. All Rights Reserved.21 July 2017© 3M 3M Confidential. Social Care at a Glance Read Categorize Engage
  • 16. 16. All Rights Reserved.21 July 2017© 3M 3M Confidential. Educate.
  • 17. 17. All Rights Reserved.21 July 2017© 3M 3M Confidential. Amplify.
  • 18. 18. All Rights Reserved.21 July 2017© 3M 3M Confidential. Convert.
  • 19. 19. All Rights Reserved.21 July 2017© 3M 3M Confidential. Branded Social Care Best Practices • Stay you. • Be human. • Be proactive. • Be transparent. • Engage with the spectrum.
  • 20. 20. All Rights Reserved.21 July 2017© 3M 3M Confidential. Social Care Example: Start to Finish
  • 21. 21. All Rights Reserved.21 July 2017© 3M 3M Confidential. 1. Read and label content.
  • 22. 22. All Rights Reserved.21 July 2017© 3M 3M Confidential. 2. Engage publicly.
  • 23. 23. All Rights Reserved.21 July 2017© 3M 3M Confidential. 3. Converse privately and provide a resolution.
  • 24. 24. All Rights Reserved.21 July 2017© 3M 3M Confidential. 4. Earn a brand advocate.