The document discusses best practices for social media monitoring. It provides tips for developing a social media strategy including understanding your audience, building relationships over time, monitoring conversations, and humanizing your brand. Specific tips mentioned include mapping out a basic plan, assessing available resources, building a solid infrastructure, navigating online noise to find opportunities for interaction, and embracing the empowered consumer. Real-world examples from companies like Barclaycard are provided that showed benefits from a crowdsourced social media approach.

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Best practice in
Social Media Monitoring
Best practices visualized
HANIF RAHAMAN, TRANSVERSAL
PROFESSIONALSERVICES CONSULTANT

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A timeline of social networking

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What happened to the 2007 sites?

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So what may 2017 look like?

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Understand the importance of strategy
Tools and tactics are just the tip of the iceberg

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Map out a basic plan to help guide the way

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Assess your social capacity
What resources are you willing to invest
in building relationships?

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Build a solid business infrastructure
Support the weight of social media
– not a house of cards

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Navigate the sea of noise
Using monitoring tools and listen for
opportunities to interact

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Mortons

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Barclaycard
» Crowdsourced
development of a
credit card
» 50% decrease in
customer
complaints
» 25% increase in
customer retention
annualized benefits
(over $10 million)

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Filter connections for relevance

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Don’t fly blind – monitor and listen

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Understand your audience

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Interact first - sell second

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Learn about the needs of your audience
Keep testing ways to
move from connection
to engagement

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Build relationships
to float campaigns,
not the opposite
“Campaigns do not
create relationships
but relationships
can buoy campaigns”
Todd Defren

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Bridge online connections with face to face
interactions - if relevant or possible

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Embrace the new empowered consumer
#WOM
Each customer has
superhero potential to
make or break a brand

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Humanize your brand

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Understand the influence of front line staff
Empower them to fuel
#WOM

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Leverage staff participation
Help build initiatives

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Be relevant
Build business
value, by connecting
the right
audience, content,
channel and time

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Understand the ethical scale
when outsourcing social media

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Learn to swim in the social media pool

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Aligning social media strategy

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Question
What do you think have been the
best social media campaigns?

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Will it blend?
http://www.youtube.com/watch?v=rofgMueCOqo

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Questions
?
Hanif Rahaman
Email: hanif.rahaman@transversal.com
Direct: [+44 ] (0)1223 488742
Mobile: [+44 ] (0)7808 631998
Online: www.transversal.com/solutions/social-media-monitoring

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