The document discusses how social media can empower businesses. It notes that monolithic marketing messages no longer work in a world with many choices, and that trust is now the most important factor for customers. The document advocates using social media to engage customers, gain their trust, and allow their feedback to improve all aspects of the business. It provides examples of how various departments like sales, customer service, and marketing can benefit from an integrated social media strategy.

1. Empower your Business with
Social Media
Prepared by Muhamad Shabarek, SEF Damascus 11.11.2013

2. Before to start!...

3. Why Social Media?

18. People ask me if their business should be embracing
social media
◼ And I say, I don’t know, is there more business near the
freeway?
WE KNOW WHAT HAPPENED
TO BUSINESSES THAT DIDN’T
THINK ABOUT THE FREEWAY
18

19. INJECT YOUR CUSTOMERS’ DESIRES, COCREATION AND FEEDBACK INTO THE ENTIRE
VALUE CHAIN
HR & TRAINING, INFRASTRUCTURE, IT
SUPPLY
CHAIN
OPS
SHIP &
DISTRIB
SALES,
MRKTG,
PR
CUST
CARE
19

20. MARKETING
20

21. YEARS WE’VE BEEN
APPROACHING THE
MARKET WITH AN
OUTBOUND MESSAGE
150
Marketers are following an
outbound methodology that has
existed for centuries. Because
for centuries…it worked.
21

22. WINSTON TASTES GOOD LIKE
A ______________________
22

23. When I was a kid, we had 3 channels that
shut down at midnight. We had one
newspaper. Work was over at 5pm. No info
overload. We could remember a tagline.
23

24. MAXWELL HOUSE:
GOOD TO _________
24

25. MONOLITHIC
MESSAGES
WORKED WHEN
WE HAD:
Limited product choice
Limited media channels
Longer brand interactions
Higher barriers to entry
(?)
25

26. ORGANIC, SOCIALLY-JUST, SOY
HALF-CAFF, MOCHA FRAPPA WHATEV…
Monolithic messages no longer work in a world of a bajillion choices. We
can get anything we want, whenever, however. That expectation is set.
And you’ve likely seen how some people come completely unglued when
their Starbucks latte is made “wrong.”
26

27. THE CONSUMER IS NOW FIRMLY IN CONTROL
Time and attention are HUGE asks now. People are
time-starved and avoid your attention-getters. There’s
only one lever we can pull: TRUST.
We can also leverage consumer publishing,
which is, umm, more trusted than we are.
ORIGINAL VERSION: AGENT WILDFIRE
27

28. MARKETING OFTEN STUCK IN THE PAST
Those LED billboards that blind you at
night: when advertisers are willing to put
their offer above the safety of your family,
there’s a problem.
28

29. MARKETING OFTEN STUCK IN THE PAST
When airlines put ads on every
seatback or overhead bin so that you
can’t turn away, there’s a problem.
29

30. MARKETING OFTEN STUCK IN THE PAST
OMG, it’s Oprah’s last show! You find the link, click it...but instead you get 30
seconds of something you didn’t want. She looks like she’s happy she denied
you your show, doesn’t she? Marketing need trumps consumer desire.
30

31. 91%
OF PEOPLE GLOBALLY WILL BUY FROM
COMPANIES BASED ON TRUST
77%
PEOPLE WHO REFUSE TO BUY FROM COMPANIES
EDELMAN PR, 2009
THEY DISTRUST
31

32. GROWING REVENUE IS NOT ABOUT TAGLINES,
LOGOS, INTRUSION OR HANDWAVING. IT’S ABOUT
USING YOUR SOCIALLY POWERED MARKETING
EFFORTS TO GAIN TRUST.
FLICKR.COM/PHOTOS/POWERBOOKTRANCE
32

33. BRANDED SITE
EXTERNAL MKTG-MANAGED PRESENCE
EXTERNAL THIRD-PARTY SITE
Integrated Traditional/Social Marketing Mix
DOT-COM SITE
COMPANY BLOG (IP)
YOUTUBE CHANNEL:
STORYTELLING, IP
ONLINE SAMPLING
EXTERNAL BLOGS: IP, TIPS
OUTDOOR
PR
SAMPLING PGMS
RECIPES
COMMENTS
E-COMMERCE PARTNER
L O Y A L T Y
HELPFUL RESOURCES
AMAZON
S T O R Y T E L L I N G
P U R C H A S E
PRINT
N E E D
D E T E R M I N A T I O N
ONLINE
A W A R E N E S S
EVENTS
SEO
E V A L U A T I O N / C O
M P A R I S O N
Social touchpoints can help build trust,
thus propelling a customer through the
purchase funnel.
TOPICAL COMMUNITIES:
IP, HELPFUL TIPS
PRODUCT
LAUNCH
MICROSITE
TRADITIONAL MEDIA/PR
FACEBOOK
FAN PAGE
RETAIL
33

34. PR
34

35. Use social media as a trust-builder to put
out reputational wildfires.
“THE BEST WEAPON AGAINST SOCIAL MEDIA FIRE IS SOCIAL
MEDIA WATER.” – Ramon DeLeon, Domino’s Pizza
35

36. HUMAN
RESOURCES
36

37. 2,000,000 IMPRESSIONS
2,300 NEW ACCOUNTS
$4,000,000 IN NEW DEPOSITS
Why did they
experience this kind of
growth? Prospects
TRUSTED her.
37

38. PRODUCT
MANAGEMENT
38

39. Prior to the 2010 CES, Kodak CMO
Jeffrey Hayzlett asked consumers to
name a new camera over Twitter. The
winner(s) would win a trip to Vegas
and help him launch it.
“I COULD HAVE JUST NAMED THIS THING THE VX150
OR ZI8. BUT I THOUGHT THAT THE PEOPLE WHO
BUY THE PRODUCT SHOULD COME UP WITH
SOMETHING MEANINGFUL TO THEM.” – JEFFREY
HAYZLETT,CMO, KODAK
39

40. INVESTOR
RELATIONS
40

41. 41

42. SALES
42

43. WHAT IF
CUSTOMERS
COULD DOWNLOAD
HELPFUL TOOLS
AND USE THEM AT
POINT OF
PURCHASE?
43

44. $15K ON DIRECT MAIL = 200 NEW CUSTOMERS
$7,500 ON OUTDOOR = 300 NEW CUSTOMERS
$0 ON TWITTER = 1800 NEW CUSTOMERS
BUSINESS GROWTH: $4MM -> $50MM IN 3 YRS
44

45. EMPLOYEE &
CUSTOMER
TRAINING
45

46. WHAT IF YOUR
SALES TEAM HAD
NEW SALES
TRAINING
PROGRAMS AND
NEW PRODUCT
LAUNCH
INFORMATION
AUTOMATICALLY
DOWNLOADED TO
IPODS?
46

47. CUSTOMER CARE
47

48. TAKING THE LOAD OFF OF
CUSTOMER CARE VIA
UNPAID ARMIES
48

49. ROUTING SITE COMMENTS
TO CUSTOMER CARE
49

50. STILL SKEPTICAL?
Many baby boomers are skeptical of the efficacy of social efforts because
we were trained to be guarded—and proper—in our business dealings.
PHOTO: FLICKR.COM/PHOTOS/YUGENRO
50

51. BOOMERS
All about propriety. We were trained in formalities, taught to never
offend. Oversharing is “weak.” Guarded = safe. And your suit & tie is
a sign of trustworthiness.
GENS X&Y
All about affinity. Formalities are ignored, sharing means being
found, and they grew up with Google. Your suit & tie = untrustworthy.
2010
THE YEAR MILLENIALS WILL SURPASS BOOMERS
IN THE WORKFORCE
PHOTO: FLICKR.COM/PHOTOS/KATINALYNN
51

52. This can feel like an “add-on” for overworked marketers. But consider the
designers who refused to convert to Mac. The CFOs who asked why we
needed internet email. The marketers who balked at hiring programmers.
Think substitution, not addition. Marketing energy vs. spend.
“BUT I DON’T HAVE TIME
FOR ONE MORE THING.”
Computer-based
graphic design, 1986
Email marketing, 1996
Web marketing, 1997
52

53. OKAY, OKAY.
SO HOW DO I FURTHER
SOCIALIZE MY BUSINESS?
53

88. SUMMARY
POINTS
88

89. FIND WAYS TO INTERNALIZE
CUSTOMER ENGAGEMENT
FISH WHERE THE FISH ARE
FOCUS ON MARKETING
ENERGY, NOT MARKETING
SPEND
89

90. WHEN CONTENT IS ENGAGING,
IT CAN BE SHARED, TRUSTED
AND CREATE INFLUENCE
RESPECT TIME STARVATION
GIVE YOURSELF TIME
TRUST DRIVES TRANSACTIONS,
REPUTATION DRIVES REVENUE
90