With the rise of social media, customers expect brands to be listening to them. They also expect a response to their comments and questions - often within short timescales. Citing genuine brand case studies, Naomi explains how to create an effective listening programme, how to filter large volumes of data and how to meet your customers' expectations.
This document compares the biotech industry in several European countries including Switzerland. It finds that Switzerland has 327 biotech companies, with 93 focused on therapeutics and 171 on R&D services. The majority of new Swiss biotech companies are spin-offs from universities or public institutions. Switzerland's biotech products are roughly split between preclinical, phase I, phase II, and phase III trials. Total biotech financing in Switzerland was $160 million in 2012. The document also describes Biotechgate, a database that tracks biotech industry statistics globally and is used to analyze industry clusters. It concludes with an announcement of a panel discussion on entrepreneurship in Switzerland versus the US.
Delvinia Digital Diseases Presentation SmeiDelvinia
Adam Froman identified the six common missteps made by digital marketers that Delvinia calls “digital diseases” which can be found lurking online that wary customers avoid contact like the plague; they are as follows: Widget-it is, Obsessive Content Disorder or OCD, Data-pox, Ad-theria, Mono-typosis and Navigation Deficiency Virus (NDS).
Social media is everywhere and companies and consumers alike are constantly looking for effective ways to utilize online communities, blogs, wikis and the latest social media tools to engage audiences. With more than 300 million people engaged in social media, failing to leverage online mediums is often interpreted as taking a step backwards. It is the age of the consumer and social media has been the catalyst, effectively shifting control from management to the customer. Understanding your customer, giving them a voice and most importantly, listening to what they have to say is key to succeeding in the new digital world.
You will learn:
To effectively engage the audience. Digital marketing and social media in particular is a powerful platform that can create lasting customer relationships and generate millions of dollars for marketers, but you must make things interesting and meaningful.
How to listen to your audience(s). If someone that you do business with offers you advice on improving your business/customer relationship – listen. Maintaining an existing relationship is easier than spending time and money searching for a new one.
To be innovative. The biggest mistake a business can make is not experimenting or developing their digital marketing capabilities. If you’re not doing it, someone else will.
Brandwatch on Social Media at Gorkana's London 2012: Comms Countdown Panel EventGorkana
Brandwatch's Naomi Trickey explains how to make the most of social media during London 2012, what impact the Olympics will have on social media and how to approach social media monitoring and measurement.
Using social for customer service: Separating content and support - Claire Ka...OpenKnowledge srl
This document discusses giffgaff's approach to social customer service. It begins by outlining the importance of social customer service and some of the challenges companies face. It then provides a case study of giffgaff's approach, which included separating customer support and content across social media channels, empowering community members to provide support, and monitoring conversations to quickly resolve issues. The results were extremely satisfied members and increasing social media followers. It concludes by discussing lessons learned around strategy, community involvement, managing expectations, and planning for future challenges.
Intervention de Christian AUDOUIN, Président PNR Millevaches en Limousin ; Gilles DESPEYROUX, chargé de mission Tourisme Durable au PNR et Jean Luc ROUQUET, Chef de Produit Retrouvance à l'ONF
Using Gaming Mechanics for Marketing - Raf Keustermans #SMM11Our Social Times
Gamification is one of the hottest buzzwords in online marketing, but what does it really mean? In this insightful session Raf Keustermans, former Global Marketing Director at Playfish (EA), will provide a practical guide to using gaming mechanics for marketing. He will provide innovative ideas for motivating customers to engage and examples of how to reward social media advocates. - #SMM11
The document discusses how social media is changing customer behavior and expectations, and the challenges companies face in integrating social and CRM strategies. It emphasizes that social media is about relationships and engagement, not just marketing. Companies need to discover and engage influencers in their markets, focus social media efforts, and align social strategies with traditional CRM and operational systems while continuously measuring metrics.
This document compares the biotech industry in several European countries including Switzerland. It finds that Switzerland has 327 biotech companies, with 93 focused on therapeutics and 171 on R&D services. The majority of new Swiss biotech companies are spin-offs from universities or public institutions. Switzerland's biotech products are roughly split between preclinical, phase I, phase II, and phase III trials. Total biotech financing in Switzerland was $160 million in 2012. The document also describes Biotechgate, a database that tracks biotech industry statistics globally and is used to analyze industry clusters. It concludes with an announcement of a panel discussion on entrepreneurship in Switzerland versus the US.
Delvinia Digital Diseases Presentation SmeiDelvinia
Adam Froman identified the six common missteps made by digital marketers that Delvinia calls “digital diseases” which can be found lurking online that wary customers avoid contact like the plague; they are as follows: Widget-it is, Obsessive Content Disorder or OCD, Data-pox, Ad-theria, Mono-typosis and Navigation Deficiency Virus (NDS).
Social media is everywhere and companies and consumers alike are constantly looking for effective ways to utilize online communities, blogs, wikis and the latest social media tools to engage audiences. With more than 300 million people engaged in social media, failing to leverage online mediums is often interpreted as taking a step backwards. It is the age of the consumer and social media has been the catalyst, effectively shifting control from management to the customer. Understanding your customer, giving them a voice and most importantly, listening to what they have to say is key to succeeding in the new digital world.
You will learn:
To effectively engage the audience. Digital marketing and social media in particular is a powerful platform that can create lasting customer relationships and generate millions of dollars for marketers, but you must make things interesting and meaningful.
How to listen to your audience(s). If someone that you do business with offers you advice on improving your business/customer relationship – listen. Maintaining an existing relationship is easier than spending time and money searching for a new one.
To be innovative. The biggest mistake a business can make is not experimenting or developing their digital marketing capabilities. If you’re not doing it, someone else will.
Brandwatch on Social Media at Gorkana's London 2012: Comms Countdown Panel EventGorkana
Brandwatch's Naomi Trickey explains how to make the most of social media during London 2012, what impact the Olympics will have on social media and how to approach social media monitoring and measurement.
Using social for customer service: Separating content and support - Claire Ka...OpenKnowledge srl
This document discusses giffgaff's approach to social customer service. It begins by outlining the importance of social customer service and some of the challenges companies face. It then provides a case study of giffgaff's approach, which included separating customer support and content across social media channels, empowering community members to provide support, and monitoring conversations to quickly resolve issues. The results were extremely satisfied members and increasing social media followers. It concludes by discussing lessons learned around strategy, community involvement, managing expectations, and planning for future challenges.
Intervention de Christian AUDOUIN, Président PNR Millevaches en Limousin ; Gilles DESPEYROUX, chargé de mission Tourisme Durable au PNR et Jean Luc ROUQUET, Chef de Produit Retrouvance à l'ONF
Using Gaming Mechanics for Marketing - Raf Keustermans #SMM11Our Social Times
Gamification is one of the hottest buzzwords in online marketing, but what does it really mean? In this insightful session Raf Keustermans, former Global Marketing Director at Playfish (EA), will provide a practical guide to using gaming mechanics for marketing. He will provide innovative ideas for motivating customers to engage and examples of how to reward social media advocates. - #SMM11
The document discusses how social media is changing customer behavior and expectations, and the challenges companies face in integrating social and CRM strategies. It emphasizes that social media is about relationships and engagement, not just marketing. Companies need to discover and engage influencers in their markets, focus social media efforts, and align social strategies with traditional CRM and operational systems while continuously measuring metrics.
IDF London: What Does Average Look Like in Social Media PerformanceBrandwatch
Brandwatch's Bryan Tookey's presentation at The International Digital Forum (IDF) London on the average consumer engagement levels of consumer brands. www.brandwatch.com
Michael Relich Social Intelligence Customer Case: Guesssmics2011
1) GUESS operates several fashion brands targeting different demographics through over 1,400 retail stores globally.
2) The company is currently investing in digital marketing including mobile apps, social media initiatives, and an early adopter program to personalize the social experience.
3) The goals of these initiatives are to increase brand awareness, customer loyalty, cross-marketing opportunities, and return on investment, with targets of 250,000 early adopters in the first year.
Presentation given at the 2012 IASA Annual Conference on the use of social data in the insurance industry. Snapshot survey results and review of case examples.
Strategies To Enhance Shopper Marketing ImpactMike Anthony
Slides taken from Toby Desforges "Strategies To Enhance Shopper Marketing Impact" presentation at the Path To Purchase Summit in Sydney, February 23rd 2012
Linkedin Türkiye Bölge Yöneticisi Ali Rıza Babaoğlan tarafından hazırlanan bu sunum ile Linkedin'i doğru ve etkin kullanmak için gerekli bilgilere ulaşabilirsiniz.
Best practice in sales and marketing alignment B2B Marketing
The B2B marketing world has changed dramatically. Today's marketer must be technically proficient, possess strong analytical skills and be innovative in their approach to aligning effectively with their sales counterparts. They must determine how they will increase demand creation through effective lead generation, inbound marketing and more impactful sales enablement with the sales organisation.
In his keynote, John Neeson will review five best practice strategies that are leveraged by high growth organisations for better alignment and effectiveness. Specifically, he will address the following:
•A best practice demand creation framework
•Strategies that best practice organisations are using to effectively align marketing and sales
•A marketing model for inbound, outbound and sales driven demand creation
•Best practice demand creation for the channel
•Identification of buying cycle phases and alignment of marketing activities and budget according to sales requirements in each phase.
This document discusses social media marketing best practices and metrics. It provides tips on optimal posting frequency (1.5 times per day), creating engaging content that is likable, shareable and has a clear call to action. Metrics discussed include reach, engagement, clicks and response rates. Case studies are presented on content that drives higher engagement and reach. The document emphasizes the importance of constantly measuring how social media is changing and adapting strategies accordingly to maximize return on engagement and return on investment.
The Web, Social Media & Your Business StrategySean Clark
This presentation was made by Sean Clark at the Diss Business Forum on 29th March 2012.
http://soaksocial.co.uk
Whether you're looking to rebuild your website, build one for the first time or your looking to integrate social media into your business, take a step back.
Think about your business objectives and ensure that the website you have built or the way social media is implemented aligns with your business strategy.
Customer Insight Group provides a document summarizing the social media outlook for 2012. Some key points include:
- Social media usage continues to grow rapidly and is expected to surpass email and mobile marketing by 2014.
- Popular social media sites like Facebook, Twitter, and LinkedIn now have hundreds of millions of active users.
- Both consumers and brands are increasingly using social media, especially for researching products, increasing advocacy, and engaging customers.
- Successful brands develop formal social media strategies to achieve objectives like reducing costs, improving search rankings, and increasing engagement.
Nick Boulter, MD of Hay Group, presents the secrets of success to innovation and sustainability at at London Business School's China Business Forum on 10 November 2012.
In a world where there is an abundance of ideas, Boutler identifies the obstacles to executing innovation. Watch the video footage of the event at: http://bit.ly/innovationCBF
Chris Tuff - Facebook APIs: There's more under the hood than anyone knowsMediabistro
This document discusses how Facebook APIs can help brands improve engagement on their Facebook pages. It notes that most brands focus primarily on growing fan counts but not engaging those fans. The APIs provide more detailed insights into which fan segments are most active that native Facebook analytics. They can be used to analyze engagement strategies and refine them to better target the most engaged segments. This allows brands to improve ROI by driving more relevant interactions on their Facebook pages.
Facebook APIs: There's More Under the Hood than Anyone Knows22squared
June 28, 2011, AllFacebook Expo presentation by Chris Tuff, VP/Social Media Director at 22squared (http://www.mediabistro.com/afexpo/program.asp).
Facebook APIs: There's More Under the Hood than Anyone Knows
What’s available through Facebook’s APIs? No one really knows. Many think that the only available statistics lie in Facebook Insights, but since Facebook opened up their Insights API, a treasure trove of data is available to agencies and brands. API dashboards from companies like AllFacebook, Socialbakers and PageLever serve as the new focus groups and using their tools, agencies are able to identify a brands’ active and engaged fanbase and parallel those segments to determine if they’re reaching brands’ target consumer, if they’re targeting these consumers with paid Facebook ads and if not, what adjustments need to be made to their engagement strategy and idea of that brands’ target consumer. This session will also examine the role of social media as it relates to brands as a whole, and explain why there is so much value for brands on Facebook. We’ll go on to discuss confusion around ad APIs and Facebook Connect APIs (what brands can access within consumer profiles), and share what else Facebook tools and insights can bring to both social media marketing and brand positioning.
The document appears to be a collection of slides in Japanese discussing trends in social media and consumer behavior from 2010. Some key points summarized:
- Facebook, YouTube and Google saw large increases in user rates from 2009 to 2010.
- CheckFacebook.com showed how ideas spread more widely on social media than traditional mass media.
- Most consumers are influenced by friends/family, online reviews and social networks more than TV or news sources when making purchase decisions.
- Different companies have varying levels of customer engagement on Twitter, with Zappos having the most incoming links from tweets.
- The slides suggest social media is changing how consumers learn about, feel about, and purchase products.
Dark data/ The stuff you’re probably missingBrandwatch
Dark data refers to information that companies are potentially missing. Brandwatch is a social media monitoring company that has experienced 100%+ annual growth for six years. It collects and analyzes data from millions of sites and billions of documents daily in 27 languages to provide clients with insights into conversations across social media, news sites, blogs and more.
The Future of Corporate Reputation - By DigiMediaDigiMedia
Brands need to reassess the way they do marketing. Social media has changed the public agenda. This presentation gives a brief overview of trends and tools regarding the future of corporate reputation, branding and marketing.
Dana todd state of search-digital-east-09282011Dana Todd
Dana Todd presented on the key findings from the 2011 SEMPO Global Survey on the state of search marketing. Some of the main highlights included:
- 91% of brands and agencies are doing SEO activities while social media adoption has grown significantly since 2007.
- 58% of brands say social media and search are handled separately within their organizations.
- Agencies are seeing the impact of mobile internet and rise of tablets on search efforts as highly significant.
- Brands' top objectives for SEO are driving traffic while for social media it is increasing awareness and reputation.
- Measuring ROI is the greatest challenge brands face with social media marketing.
Brandwatch - How to Plan and Manage Your Social Media MonitoringInfluence People
This document provides guidance on planning and managing social media monitoring. It discusses key stats on the growth of social media marketing and challenges of monitoring. It then summarizes different approaches companies have taken, including only watching Twitter, using Google alerts, and blog and forum engines. The document recommends setting objectives, getting the right queries, benchmarking metrics, and only showing relevant information to users. It provides an example of strong ROI from social media monitoring by decreasing negative sentiment and increasing positive sentiment and views.
35% of B2B marketers have a documented content marketing strategy. LinkedIn is the most popular platform for sharing content, used by 94% of B2B marketers. 70% of B2B marketers are creating more content than they did a year ago.
The convergence of social and digital customer serviceOur Social Times
Martin Hill-Wilson explores the convergence of social and digital customer service – analysing how brands are developing omni-channel social/digital strategies and what this means for customers.
More Related Content
Similar to Creating an Effective Social Customer Listening Programme, Naomi Trickey - Brandwatch
IDF London: What Does Average Look Like in Social Media PerformanceBrandwatch
Brandwatch's Bryan Tookey's presentation at The International Digital Forum (IDF) London on the average consumer engagement levels of consumer brands. www.brandwatch.com
Michael Relich Social Intelligence Customer Case: Guesssmics2011
1) GUESS operates several fashion brands targeting different demographics through over 1,400 retail stores globally.
2) The company is currently investing in digital marketing including mobile apps, social media initiatives, and an early adopter program to personalize the social experience.
3) The goals of these initiatives are to increase brand awareness, customer loyalty, cross-marketing opportunities, and return on investment, with targets of 250,000 early adopters in the first year.
Presentation given at the 2012 IASA Annual Conference on the use of social data in the insurance industry. Snapshot survey results and review of case examples.
Strategies To Enhance Shopper Marketing ImpactMike Anthony
Slides taken from Toby Desforges "Strategies To Enhance Shopper Marketing Impact" presentation at the Path To Purchase Summit in Sydney, February 23rd 2012
Linkedin Türkiye Bölge Yöneticisi Ali Rıza Babaoğlan tarafından hazırlanan bu sunum ile Linkedin'i doğru ve etkin kullanmak için gerekli bilgilere ulaşabilirsiniz.
Best practice in sales and marketing alignment B2B Marketing
The B2B marketing world has changed dramatically. Today's marketer must be technically proficient, possess strong analytical skills and be innovative in their approach to aligning effectively with their sales counterparts. They must determine how they will increase demand creation through effective lead generation, inbound marketing and more impactful sales enablement with the sales organisation.
In his keynote, John Neeson will review five best practice strategies that are leveraged by high growth organisations for better alignment and effectiveness. Specifically, he will address the following:
•A best practice demand creation framework
•Strategies that best practice organisations are using to effectively align marketing and sales
•A marketing model for inbound, outbound and sales driven demand creation
•Best practice demand creation for the channel
•Identification of buying cycle phases and alignment of marketing activities and budget according to sales requirements in each phase.
This document discusses social media marketing best practices and metrics. It provides tips on optimal posting frequency (1.5 times per day), creating engaging content that is likable, shareable and has a clear call to action. Metrics discussed include reach, engagement, clicks and response rates. Case studies are presented on content that drives higher engagement and reach. The document emphasizes the importance of constantly measuring how social media is changing and adapting strategies accordingly to maximize return on engagement and return on investment.
The Web, Social Media & Your Business StrategySean Clark
This presentation was made by Sean Clark at the Diss Business Forum on 29th March 2012.
http://soaksocial.co.uk
Whether you're looking to rebuild your website, build one for the first time or your looking to integrate social media into your business, take a step back.
Think about your business objectives and ensure that the website you have built or the way social media is implemented aligns with your business strategy.
Customer Insight Group provides a document summarizing the social media outlook for 2012. Some key points include:
- Social media usage continues to grow rapidly and is expected to surpass email and mobile marketing by 2014.
- Popular social media sites like Facebook, Twitter, and LinkedIn now have hundreds of millions of active users.
- Both consumers and brands are increasingly using social media, especially for researching products, increasing advocacy, and engaging customers.
- Successful brands develop formal social media strategies to achieve objectives like reducing costs, improving search rankings, and increasing engagement.
Nick Boulter, MD of Hay Group, presents the secrets of success to innovation and sustainability at at London Business School's China Business Forum on 10 November 2012.
In a world where there is an abundance of ideas, Boutler identifies the obstacles to executing innovation. Watch the video footage of the event at: http://bit.ly/innovationCBF
Chris Tuff - Facebook APIs: There's more under the hood than anyone knowsMediabistro
This document discusses how Facebook APIs can help brands improve engagement on their Facebook pages. It notes that most brands focus primarily on growing fan counts but not engaging those fans. The APIs provide more detailed insights into which fan segments are most active that native Facebook analytics. They can be used to analyze engagement strategies and refine them to better target the most engaged segments. This allows brands to improve ROI by driving more relevant interactions on their Facebook pages.
Facebook APIs: There's More Under the Hood than Anyone Knows22squared
June 28, 2011, AllFacebook Expo presentation by Chris Tuff, VP/Social Media Director at 22squared (http://www.mediabistro.com/afexpo/program.asp).
Facebook APIs: There's More Under the Hood than Anyone Knows
What’s available through Facebook’s APIs? No one really knows. Many think that the only available statistics lie in Facebook Insights, but since Facebook opened up their Insights API, a treasure trove of data is available to agencies and brands. API dashboards from companies like AllFacebook, Socialbakers and PageLever serve as the new focus groups and using their tools, agencies are able to identify a brands’ active and engaged fanbase and parallel those segments to determine if they’re reaching brands’ target consumer, if they’re targeting these consumers with paid Facebook ads and if not, what adjustments need to be made to their engagement strategy and idea of that brands’ target consumer. This session will also examine the role of social media as it relates to brands as a whole, and explain why there is so much value for brands on Facebook. We’ll go on to discuss confusion around ad APIs and Facebook Connect APIs (what brands can access within consumer profiles), and share what else Facebook tools and insights can bring to both social media marketing and brand positioning.
The document appears to be a collection of slides in Japanese discussing trends in social media and consumer behavior from 2010. Some key points summarized:
- Facebook, YouTube and Google saw large increases in user rates from 2009 to 2010.
- CheckFacebook.com showed how ideas spread more widely on social media than traditional mass media.
- Most consumers are influenced by friends/family, online reviews and social networks more than TV or news sources when making purchase decisions.
- Different companies have varying levels of customer engagement on Twitter, with Zappos having the most incoming links from tweets.
- The slides suggest social media is changing how consumers learn about, feel about, and purchase products.
Dark data/ The stuff you’re probably missingBrandwatch
Dark data refers to information that companies are potentially missing. Brandwatch is a social media monitoring company that has experienced 100%+ annual growth for six years. It collects and analyzes data from millions of sites and billions of documents daily in 27 languages to provide clients with insights into conversations across social media, news sites, blogs and more.
The Future of Corporate Reputation - By DigiMediaDigiMedia
Brands need to reassess the way they do marketing. Social media has changed the public agenda. This presentation gives a brief overview of trends and tools regarding the future of corporate reputation, branding and marketing.
Dana todd state of search-digital-east-09282011Dana Todd
Dana Todd presented on the key findings from the 2011 SEMPO Global Survey on the state of search marketing. Some of the main highlights included:
- 91% of brands and agencies are doing SEO activities while social media adoption has grown significantly since 2007.
- 58% of brands say social media and search are handled separately within their organizations.
- Agencies are seeing the impact of mobile internet and rise of tablets on search efforts as highly significant.
- Brands' top objectives for SEO are driving traffic while for social media it is increasing awareness and reputation.
- Measuring ROI is the greatest challenge brands face with social media marketing.
Brandwatch - How to Plan and Manage Your Social Media MonitoringInfluence People
This document provides guidance on planning and managing social media monitoring. It discusses key stats on the growth of social media marketing and challenges of monitoring. It then summarizes different approaches companies have taken, including only watching Twitter, using Google alerts, and blog and forum engines. The document recommends setting objectives, getting the right queries, benchmarking metrics, and only showing relevant information to users. It provides an example of strong ROI from social media monitoring by decreasing negative sentiment and increasing positive sentiment and views.
Similar to Creating an Effective Social Customer Listening Programme, Naomi Trickey - Brandwatch (20)
35% of B2B marketers have a documented content marketing strategy. LinkedIn is the most popular platform for sharing content, used by 94% of B2B marketers. 70% of B2B marketers are creating more content than they did a year ago.
The convergence of social and digital customer serviceOur Social Times
Martin Hill-Wilson explores the convergence of social and digital customer service – analysing how brands are developing omni-channel social/digital strategies and what this means for customers.
The Convergence of Social and Digital Customer ServiceOur Social Times
Martin Hill-Wilson explains how social and digital customer service are converging with new technologies and opportunities for improving customer experience (CX). Keynote presentation from Social Customer Service Summit 2015 (London).
Social Media Masterclass for BPMA Conference 2014Our Social Times
A no-nonsense top tips guide to using social media for business for the British Promotional Merchandise Association (BPMA) 2014 conference. Focusing on content marketing, blogging for business, social media optimisation, Twitter and LinkedIn best practices.
B2B content marketing: How to engage generate leads and maximise ROIOur Social Times
Paul Smith, Group Head of Marketing at Elektron Technology shares his insight on the successful launch of CheckIt, a wireless food safety monitoring system, through a content marketing campaign
Next Generation Customer Communities: From Support to sCRM & Advocacy Our Social Times
How have communities evolved from simple peer-support forums to powerful hubs of social customer service, comprising monitoring, engagement, social CRM and advocacy management tools? Our expert speaker explains the dynamics behind some of the world's most successful communities.
Using Social Data & Gaming Mechanics to Improve Customer Service Our Social Times
In this fascinating and candid session, Maria McCann, one of the UK's first social CS practitioners, explains how the mechanics that sit behind social engagement should be used to better serve customers, how contact centres should run as mobile communities, how social data could speed up service and how playing World of Warcraft can improve your web chat experience.
Going Global: How To Create an International Social Customer Service Strategy Our Social Times
Delfin Vassalo describes how Nokia has created a global social customer service strategy that pieces together 72 Facebook accounts, 27 Twitter accounts and 42 languages, with over 10,000 customer queries per month on Facebook and Twitter alone.
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How to Create and Manage Customer Communities, Dimelo at Social CRM 2013 in B...Our Social Times
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Explore the details in our newly released product manual, which showcases NEWNTIDE's advanced heat pump technologies. Delve into our energy-efficient and eco-friendly solutions tailored for diverse global markets.
Best practices for project execution and deliveryCLIVE MINCHIN
A select set of project management best practices to keep your project on-track, on-cost and aligned to scope. Many firms have don't have the necessary skills, diligence, methods and oversight of their projects; this leads to slippage, higher costs and longer timeframes. Often firms have a history of projects that simply failed to move the needle. These best practices will help your firm avoid these pitfalls but they require fortitude to apply.
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Presented at The Global HR Summit, 6th June 2024
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Best Competitive Marble Pricing in Dubai - ☎ 9928909666Stone Art Hub
Stone Art Hub offers the best competitive Marble Pricing in Dubai, ensuring affordability without compromising quality. With a wide range of exquisite marble options to choose from, you can enhance your spaces with elegance and sophistication. For inquiries or orders, contact us at ☎ 9928909666. Experience luxury at unbeatable prices.
Part 2 Deep Dive: Navigating the 2024 Slowdownjeffkluth1
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The global retail industry has weathered numerous storms, with the financial crisis of 2008 serving as a poignant reminder of the sector's resilience and adaptability. However, as we navigate the complex landscape of 2024, retailers face a unique set of challenges that demand innovative strategies and a fundamental shift in mindset. This white paper contrasts the impact of the 2008 recession on the retail sector with the current headwinds retailers are grappling with, while offering a comprehensive roadmap for success in this new paradigm.
How to Implement a Real Estate CRM SoftwareSalesTown
To implement a CRM for real estate, set clear goals, choose a CRM with key real estate features, and customize it to your needs. Migrate your data, train your team, and use automation to save time. Monitor performance, ensure data security, and use the CRM to enhance marketing. Regularly check its effectiveness to improve your business.
How to Implement a Strategy: Transform Your Strategy with BSC Designer's Comp...Aleksey Savkin
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I’m here today to talk to you about some ways in which you can create an effective social media monitoringprogramme. To be clear, there are various ways, and it really does depend on your objectives. My presentation will hopefully give you some ideas about methods, of course. But given that these need to be tailored to your brand, and your specific circumstances, I’ve also tried to give a broader context to inform your thinking.
I am going to offer some context.Then give you some thoughts based on some research we have done into brand usage of social media for customer service as it relates to two key channels: Facebook and Twitter. Then some suggestions which come out of this, using genuine examples and data.
So what is the key message for companies considering the use of social media for customer service?CUSTOMER EXPECTATION IS ALL. Customers expect to be able to communicate with brands in this context. And they expect a reply – 25% within 60 minutes and 6% within 10 minutes. When you consider how many people use social networks (70% of the internet population) this represents a LOT of people. Not only that, consumers WANT to engage in this way. They are ACTIVELY looking to do so.36% have posted about a brand on social networks42% have had a conversation with a brand via social networksThey want to HELP brands be better by giving feedback on products and services, not just complain. 61% are willing to give feedback on brands and products44% want to take part in the co-creation of products and servicesAnd the bottom line? If you don’t listen, they’ll stop talking. Moreover, if you don’t listen and then RESPOND, QUICKLY, they’ll stop talking to you. 79% have passed on a negative experience and 82% will stop doing business with a company because of a negative experienceSo there is a need for responsiveness and reactivity.
This is probably felt more keenly on a platform like Twitter, which obviously has great importance in customer service context. And is a highly reactive consumer platform.We undertook some research on brand use of Twitter activity recently, and the results were compelling. We’re definitely seeing increased activity: only 9% of brand Twitter accounts had no tweets. But interestingly, we’re seeing a more efficient use of the system. Brands are tweeting less frequently. Another trend is that separation of Twitter accounts depending on the type of activity undertaken: broadcast or engagement. 75% of brands use Twitter for both. But an increasing number of brands have more than one Twitter account for each function. The proportion using more than one account has increased five-fold.
So that’s how brands are engaging. But what are consumers talking to brands about? And do brands respond? A while ago, we used BW to do some research to categorise the way in which people were talking on twitter to brands. We created queries for each of the brands concerned. And categorised each of the resulting data sets by the different sorts of conversational categories: ‘direct request’, ‘general abuse’, ‘general praise’, and ‘possible response’. And ‘other’.Roughly speaking, 20% were ‘possible response’. Between 10 and 25% were general abuse. Between 10 and 15% were general praise. Between 5 and 20% were direct request. Then we looked at whether the brands responded to each type of user comment. In some cases, the responses were a little surprising: High St retailer and a bank not responding AT ALL to ‘direct requests’. But all of them responding to General news and PR. One would hope, perhaps, that it would be the other way round. A phone company responding to 100% of comments offering general praise but 85% of direct requests. Not such a marked imbalance, but still…Now this research was a good 6 months ago. I pose the question to you, as brands, as to whether, if we were to conduct the research again, the same would apply.
We saw something slightly different with Facebook: brand activity does not increase consumer responsiveness. This is more recent research than the Twitter data. One might expect a higher level of brand engagement with Facebook as a channel. But 50% of brand pages received fewer than 100 user posts and 15% received no posts at all. It’s not clear why this might be the case. On one hand, it could be possible that it’s because the brands themselves don’t post (50% posted once or less than once per day) or could it be the effectiveness of the posts they are publishing? Does suggest the question: is Facebook valid as a customer engagement platform? And I think the answer is possibly, but it makes a difference if it’s done well.
Is it a customer service platform at all?In part, encouraging user engagement requires the brands themselves to be engaaged. Responsiveness is still low. And this can cause problems…if you don’t talk to your customers, they won’t talk to you. And if you do talk to them, they’ll talk to you!16% of brands never responded to user posts25% of brands respond to between 1 and 10% of user posts
In other words, do not discount the need for an EFFECTIVE and PROACTIVE strategy.
In terms of social media monitoring, you need to first establish where the conversation is happening, and what people are talking about. Given the high volumes of conversations we know are happening, you need to narrow it down and make sense of the noise. In applications like Brandwatch, you do this by writing a search – or query. We use Boolean operators to do so. You can be really, really precise about the conversations you want to extract. Using keywords, brand names, phrases, location and so on, you can specify your search – or query.
So you can create a query – or search – in many ways depending on what it is you want to monitor. Here is an example. It’s not meant to stun you, just to show you how specific you can be. Start with the brand name, add in some additional context, Twitter handles for example, and remove terms that are likely to generate irrelevant mentions. We could have added in keywords at this stage to expand the conversation in order to pick up conversation that these terms may not include. For example, different sports, or trainer types. What we’re aiming for here is RELEVANCE.
Behind the scenes, we’re pulling in data from 50 million sources. We’re cleaning it. We’re analysing it. We’re preparing it to present it to you.
But it’s also about understanding your customers and their needs. Then you can start to organise HOW you engage with your customers in a proactive way. Adidas uses similar approaches on both Twitter and Facebook to engage with social media users proactively, to build a loyal community of fans.They’ve clearly established different user groups associated with different sports, and divided their channels accordingly. So there are numerous Twitter accounts for different sports and different product types and nationalities. Who are your users? How do they divide up? On Twitter: Nationality, Sports.The 2 most popular Twitter accounts (adidas running and adidas originals) require different content tactics: the language, the frequency of engagement.
In terms of how monitoring tools can help, we can track conversation both by the brand and in response to the brand, tracking individual Twitter accounts too. Once you know volume of conversation, and the way in which consumers are talking to you, you can define your message. Respond appropriately and accordingly. Use Brandwatch to segment different forms of engagement – hashtags, @s, Retweets. But also topics of conversation.
And important to think tactically. It’s not the case that conversation by a brand will generate engagement or interaction with a consumer. Despite the fact that consumers do want to talk to brands (as established earlier), they do not just respond because they are talked to. Some kind of strategy is required. It is possible to decide on an optimum number of posts for a brand beyond which there is little point in posting. For this brand – no more than 30. This is data for the Adidas Facebook Originals page. Can see that the volume of brand posts do not necessarily generate lkes or comments. In fact, greater likes with a drop in brand posts. Thereis a point of diminishing returns. In order to remain effective, think about the type of content. And look at the optimum number of posts – Around 30?
At a recent event, a number of brands were talking about their strategies and here’s the top tips I took away…