Best Customer Experience is a must for any e-tailer or any competitive B2C business. Social Media can play a great role there apart from just entertaining consumers.
This is a presentation given Sept.15, 2010 for BrightTalk. The subject is a basic primer for viral marketing using social media to create brand 'buzz'. The presented is Michael Crosson, a recognized expert in social media, publisher of SocialMediopolis.com, and the founder of the largest social media marketing group on LinkedIn, with over 95,000 members.
The New Rules of Customer Service - Participate or Perishmikedp
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Prepared by R.Tharun Moses (Batch 32) of Bharathidasan Institute of Management, Tiruchirappalli
BlogWell San Francisco Case Study: Mattel, presented by Betsy Burkett & Gretc...SocialMedia.org
In their BlogWell presentation, Mattel's Director, Digital Media & Marketing, Betsy Burkett, and Senior Manager, Community & User Experience, Gretchen de Castellane, share how they are reaching and engaging with boys of all ages via social media.
Social Media and Advertising: Ad Club 10/07Eric Weaver
AUDIENCE: Advertising agencies
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Social Media Advertising presented by www.SocialMediopolis.comMichael Crosson
This presentation was created for a group of international executives attending the Copenhagen Business School during seminars in San Francisco, Oct. 2009. It is focused on helping them understand the general social media advertising landscape and is not intended to be comprehensive or in-depth due to time limitations. Several reference slides included were taken from other presentations and credited at the end.
This is a presentation given Sept.15, 2010 for BrightTalk. The subject is a basic primer for viral marketing using social media to create brand 'buzz'. The presented is Michael Crosson, a recognized expert in social media, publisher of SocialMediopolis.com, and the founder of the largest social media marketing group on LinkedIn, with over 95,000 members.
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Let\'s face it, the world has changed - a generation is emerging that will never dial a 1-800 number to reach customer service. New enabling technologies have made consumers more efficient self-organizers, hyper-connectors and mass producers of their own media. This necessitates that companies adapt and become more nimble. It also means companies must embrace participatory marketing strategies and tactics to address customer issues and to evolve and protect their brand.
Word-of-Mouth marketing has always been any marketer's favorite, thanks to it's credibility and low-cost nature. Today with the help of powerful social media tools, it has evolved into Influencer Marketing and this presentation takes a closer look at how you can make it work for YOUR organisation in 7 easy steps. The Smartphone industry was chosen for explanation purposes.
Prepared by R.Tharun Moses (Batch 32) of Bharathidasan Institute of Management, Tiruchirappalli
BlogWell San Francisco Case Study: Mattel, presented by Betsy Burkett & Gretc...SocialMedia.org
In their BlogWell presentation, Mattel's Director, Digital Media & Marketing, Betsy Burkett, and Senior Manager, Community & User Experience, Gretchen de Castellane, share how they are reaching and engaging with boys of all ages via social media.
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Social Media Advertising presented by www.SocialMediopolis.comMichael Crosson
This presentation was created for a group of international executives attending the Copenhagen Business School during seminars in San Francisco, Oct. 2009. It is focused on helping them understand the general social media advertising landscape and is not intended to be comprehensive or in-depth due to time limitations. Several reference slides included were taken from other presentations and credited at the end.
Frills is a mobile-first platform that helps you create engaging experiences with your audience.
Upsell your products by creating meaningful campaigns.
The Greatest Question Since the Meaning of Life: What is the ROI of Social MediaLumension
Prior to the Web, companies controlled the engagement with their prospects and customers through information. With the advent of the Social Web and introduction of social media, we are no longer in control of the selling process or influencing the buyer. The people are in control. Today, companies must recognize the paradigm shift in the public relations and marketing landscape as Web 2.0 has fundamentally changed the way we connect, communicate and influence our customers, partners, press, analysts, and other industry influencers. In this presentation titled: The Greatest Question Since the Meaning of Life – What is ROI of Social Media?, C. Edward Brice, SVP of Worldwide Marketing for Lumension, will provide real world insight into the following:
• The evolving marketing and PR landscape
• Why marketing MUST use social media
• Lumension’s story
• Key learnings
• Dos and Don’ts
How To Put Your Brand Into Social NetworksRipple6, Inc.
Learn how you can use social networks to engage your audience and build valuable relationships with them. Find out how you can use the tactics that top marketers are using to successfully engage consumers in social networks. Ripple6 shares some of the secrets we’ve learned from working with P&G, Unilever, Walgreen’s, General Mills and many others. Learn what you can do to quickly engage consumers and become a valuable and welcome member of the online social network.
The Impact of Social Media on Business CaylinBeLow
This PowerPoint explains the impact of social media on business. Topics discussed include: 4E Framework of marketing, the wheel of social media engagement, and different types of social media and mobile apps.
BlogWell Philadelphia Social Media Case Study: The Hershey Company, presented...SocialMedia.org
In her BlogWell Philadelphia presentation, "S'mores 'Snacktivity' Suite," The Hershey Company's Public Relations Manager, Anna Lingeris, shares how Hershey's engaged bloggers in the S'mores experience through conference sponsorship and seasonal outreach.
TOPIC: A HOW TO approach to dealing with a crisis with Social Media. This is the third in a series of online trainings brought to you by The Wall Street Journal, Ogilvy and GoToWebinar. Asia Pacific director of Digital Influence Thomas Crampton moderated a presentation by Digital Influence Global Managing John Bell and Managing Director of the Global Public Affairs Practice Jamie Moeller.
The audio startup Clubhouse is the rising star of the moment with a $1B valuation in less than a year. It's using some of the same tactics that already propelled Snapchat, TikTok and Houseparty to viral growth heaven.
Discover the methods behind this spectacular growth together with many more insights on product strategy, UX und design.
In November I delivered this talk to business students at The University of Western Ontario. We discussed Social Media Strategy and the evolving forms of social media in marketing, advertising and public relations.
Frills is a mobile-first platform that helps you create engaging experiences with your audience.
Upsell your products by creating meaningful campaigns.
The Greatest Question Since the Meaning of Life: What is the ROI of Social MediaLumension
Prior to the Web, companies controlled the engagement with their prospects and customers through information. With the advent of the Social Web and introduction of social media, we are no longer in control of the selling process or influencing the buyer. The people are in control. Today, companies must recognize the paradigm shift in the public relations and marketing landscape as Web 2.0 has fundamentally changed the way we connect, communicate and influence our customers, partners, press, analysts, and other industry influencers. In this presentation titled: The Greatest Question Since the Meaning of Life – What is ROI of Social Media?, C. Edward Brice, SVP of Worldwide Marketing for Lumension, will provide real world insight into the following:
• The evolving marketing and PR landscape
• Why marketing MUST use social media
• Lumension’s story
• Key learnings
• Dos and Don’ts
How To Put Your Brand Into Social NetworksRipple6, Inc.
Learn how you can use social networks to engage your audience and build valuable relationships with them. Find out how you can use the tactics that top marketers are using to successfully engage consumers in social networks. Ripple6 shares some of the secrets we’ve learned from working with P&G, Unilever, Walgreen’s, General Mills and many others. Learn what you can do to quickly engage consumers and become a valuable and welcome member of the online social network.
The Impact of Social Media on Business CaylinBeLow
This PowerPoint explains the impact of social media on business. Topics discussed include: 4E Framework of marketing, the wheel of social media engagement, and different types of social media and mobile apps.
BlogWell Philadelphia Social Media Case Study: The Hershey Company, presented...SocialMedia.org
In her BlogWell Philadelphia presentation, "S'mores 'Snacktivity' Suite," The Hershey Company's Public Relations Manager, Anna Lingeris, shares how Hershey's engaged bloggers in the S'mores experience through conference sponsorship and seasonal outreach.
TOPIC: A HOW TO approach to dealing with a crisis with Social Media. This is the third in a series of online trainings brought to you by The Wall Street Journal, Ogilvy and GoToWebinar. Asia Pacific director of Digital Influence Thomas Crampton moderated a presentation by Digital Influence Global Managing John Bell and Managing Director of the Global Public Affairs Practice Jamie Moeller.
The audio startup Clubhouse is the rising star of the moment with a $1B valuation in less than a year. It's using some of the same tactics that already propelled Snapchat, TikTok and Houseparty to viral growth heaven.
Discover the methods behind this spectacular growth together with many more insights on product strategy, UX und design.
In November I delivered this talk to business students at The University of Western Ontario. We discussed Social Media Strategy and the evolving forms of social media in marketing, advertising and public relations.
Presentation notes from the Frocomm Social Media Bootcamp, June 2009, Sydney presenters were Brian Giesen and Graham White from Ogilvy 360 Digital Influence
Active Learning Through Social Media: How to Leverage Consumer Conversations ...Ripple6, Inc.
In this Webinar, we will help you understand how social media can be a promising new option for market researchers and show you some of the tools now available to address common research needs like ideation and innovation, communications optimization, product testing, and consumer understanding. We’ll explore the value of social media for gathering insight; what types of research are well-suited to social media and how to get started!
This panel discussion will be moderated by Chris Kovac, Director of Social Influence at Nicholson Kovac (Kansas City, MO) and will feature examples of how you can integrate your offline advertising efforts with your online marketing strategies.
Speakers:
Lindsay Jacaman, Director Multi Media Sales The Wall Street Journal (Dallas, TX)
Jim David, Vice President, Ussery Printing (Dallas,TX)
David Young, VP Account Services, Slingshot/David & Goliath (Dallas, TX)
Social Media Convergence - The ARF/Adweek 2009Lynne d Johnson
Social media is a critical part of progressive marketing thinking. The consumer, with the rise of social media, has been able to drive the conversation with or without input from the brands. This change in who controls the dialogue has transformational impact:
1. Social media creates a brand/consumer conversation that will transform organizations.
2. Social media blends brand communications, PR, customer care, research and insights as all happen simultaneously via the conversation.
3. Most marketers are still struggling to find a coherent social media strategy.
4. Social media produces naturally occurring conversation and behavior that offers incredibly rich insights, but companies are still learning how to mine this continual stream.
The ARF launched its new Social Media Council with a panel of industry experts explaining how social media creates convergence among the advertising, marketing, public relations, customer care and consumer insights spheres.
I was talking to a few businesses and realized that even when they are doing a lot of B2C, and > S$20MM in revenue, they are still not on social media. So this is a simple introduction on why you should get on social media. (Updated since 2 years back)
Presentation to PRSA Entreprener SIG - developed on questions asked.
The backstory is I had developed a presentation for PRSA but scrapped it based on the questions the members asked pre event. PPT Links:
http://geekmommy.net/- GeekMommy,
http://www.jnjbtw.com/ - JNJ BTW
http://www.iambossy.com/ - i am bossy
http://www.dcgoodwill.org/ - Goodwill of Greater Washington
http://frozenpeafund.com/ - Frozen Pea Fund
http://redcouch.typepad.com/ - Shel Israel
http://www.problogger.net/ - Darren Rowse
http://www.gapingvoid.com/ - gapingvoid
http://twitter.zappos.com/ - Zappos/Twitter
http://twitter.com/DonnaTocci - Donna Tocci
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5. All these would be CRAP
for an e-tailer
If he did not REALLY listen to his customer..
6. We realized that our FanPage was flooded by messages
No 1 Retailer Fan page in Inquiries
should not have been a Surprise
Fans used the WALL to express
16-24 Audience,
themselves publicly (Questions, Complaints etc)
The Chatting Generation
fanpage is active, so creates
expectation for response various products from Mobile,
Telco till Books and Events
7. Users ASK / SHOUT anywhere they can contact you
8. Fan BIG Growth Opened a BIG interaction channel, BUT
Tough internal
monitoring and Inquiries delegation
60% of Inquiries
were repeated
Facebook Restrictions, when
user asked again you were not notified
9. NOT an Easy Case to deal with
“ Can I quit Today?”
Public Social Community Manager
10. STEP 1: Quick Response to Customer became Top Priority
Average Response time per post reached
~4 hours LESS than key competitor
Source: Greece Data, SocialBakers.com
13. Public forum
Key Benefits for the User
Better Speed of Answer is Provided (Ticketing Integration)
More & Easier Notifications are there
User Has Archive of his Questions
Ability to Search prior to Asking
Remains in Facebook- commenting style
SEO / Google Friendly
16. My Recommendations
Do never forget the hygiene.
This is Called Customer Service
Adjust Social Media to your Needs not the opposite
If you are a customer contact intensive
company, take execution in house
17. Thank You
Nikos Varvadoukas
Group Digital Marketing Manager @Public, Multirama, Getitnow.gr