The document discusses techniques for engaging customers online through social media. It emphasizes the importance of first listening to conversations, then engaging through responses that add value, and finally measuring the results of engagement efforts. Proper engagement requires understanding customer segments, creating branded social media identities, developing a content strategy, and setting guidelines for agent participation in online conversations. The goal is to interact with audiences in a way that meets engagement objectives and drives metrics like sales, awareness, or event attendance.

1. “pdkt” dulu baru kemudian “lamaran”
How to engage customer online (through social media)
www.pingfans.com
#DSMA #akademiberbagi
“pdkt” dulu baru kemudian “engage”
How to engage customer online (through social media)
#DSMA #akademiberbagi by @caturpw
@caturpw | social media and online community consultant, a personal branding practitioner

2. “pdkt” dulu baru kemudian “lamaran”
How to engage customer online (through social media)
Apa yg akan kita pelajari hari ini?p yg p j
Mengupas tentang teknik-teknik PDKT di social media
Rule of Engagement, brian solis
#DSMA #akademiberbagi by @caturpw

3. “pdkt” dulu baru kemudian “lamaran”
How to engage customer online (through social media)
A Bit of ME
A Social Media EnthusiasmA Social Media Enthusiasm
Owner of Pingfans, Social Network and
Online Community ConsultantOnline Community Consultant
Personal Branding Practitioner
Founder, FreSh (freedom of sharing)
A happy Husband and father
#DSMA #akademiberbagi by @caturpw

4. “pdkt” dulu baru kemudian “lamaran”
How to engage customer online (through social media)
A Bit about “Social Media Engagement”
#DSMA #akademiberbagi by @caturpw
A Bit about Social Media Engagement

5. “pdkt” dulu baru kemudian “lamaran”
How to engage customer online (through social media)
Social Media Engagement
One of the most powerful business objectives social media can deliver is
consumer engagement
When will you got a Successful Engagement?
You can sell your product = successful engagement
You got people answering your questions = successful engagement
You got new follower and new RT on your twitter status = successful engagement
“whatever your action when it meet your objectives and
#DSMA #akademiberbagi by @caturpw
goals = successful engagement”

6. “pdkt” dulu baru kemudian “lamaran”
How to engage customer online (through social media)
Social media engagement engine
Listen about what
people already saying
about you/your brand
listenBuild your present
on social media
network
engage
Respond to
feedback, both
positive or negative
measure
“the way you listen, engage and measure will influence
#DSMA #akademiberbagi by @caturpw
your social media engagement result”

7. “pdkt” dulu baru kemudian “lamaran”
How to engage customer online (through social media)
Social media engagement engine
listen
engage
measure
#DSMA #akademiberbagi by @caturpw

8. “pdkt” dulu baru kemudian “lamaran”
How to engage customer online (through social media)
A t i i t d l th i d f tiAn engagement is a promise to marry, and also the period of time
between proposal and marriage
- wikipediawikipedia
#DSMA #akademiberbagi by @caturpw

9. “pdkt” dulu baru kemudian “lamaran”
How to engage customer online (through social media)
Jangan asal TODONG
#DSMA #akademiberbagi by @caturpw
Jangan asal TODONG

10. “pdkt” dulu baru kemudian “lamaran”
How to engage customer online (through social media)
Bersabarlah, lakukan PDKT dulu…
#DSMA #akademiberbagi by @caturpw
Bersabarlah, lakukan PDKT dulu…

11. “pdkt” dulu baru kemudian “lamaran”
How to engage customer online (through social media)
C i t i i i l di t f th i li k tiCompanies not engaging in social media as part of their online marketing
strategy are missing an opportunity to reach consumers.
#DSMA #akademiberbagi by @caturpw

12. “pdkt” dulu baru kemudian “lamaran”
How to engage customer online (through social media)
Let’s START the Show!
#DSMA #akademiberbagi by @caturpw

13. “pdkt” dulu baru kemudian “lamaran”
How to engage customer online (through social media)
sumber inspirasi:
“Pacaran”Pacaran
#DSMA #akademiberbagi by @caturpw

14. “pdkt” dulu baru kemudian “lamaran”
How to engage customer online (through social media)
(baca: pendekatan)( p )
#DSMA #akademiberbagi by @caturpw

15. “pdkt” dulu baru kemudian “lamaran”
How to engage customer online (through social media)
[P] Susun Online Strategy Plan
[D] Deteksi "conversation" yg terjadi[D] Deteksi "conversation" yg terjadi
[K] Tentukan Keypoint Campaign Guidelines
[T] lakukan Tindakan (action) sesuai guideline[T] lakukan Tindakan (action) sesuai guideline
#DSMA #akademiberbagi by @caturpw

16. “pdkt” dulu baru kemudian “lamaran”
How to engage customer online (through social media)
[P] Susun Online Strategy Plan
Proses menentukan strategi online yg akan dilakukan dan alokasi
resources yg ada
#DSMA #akademiberbagi by @caturpw

17. “pdkt” dulu baru kemudian “lamaran”
How to engage customer online (through social media)
[P] Susun Online Strategy Plan
Tentukan “engagement objectives” dengan CSMART
(challenging specific measurable achievable realistic timeframe)(challenging, specific, measurable, achievable, realistic, timeframe)
• Selling ?
lli 1000 d t “b d A” i 1 th th h f l 20 25
• Selling ?
selling 1000 new product “brand A” in 1 month through female 20-25
y/o facebook fans page network recommendation, area jabodetabek
• Selling ?
• Increase awareness ?
• Driving traffic ?
• Promote Event ?Promote Event ?
#DSMA #akademiberbagi by @caturpw

18. “pdkt” dulu baru kemudian “lamaran”
How to engage customer online (through social media)
Bias Content unsuccessful engagement
#DSMA #akademiberbagi by @caturpw
Bias Content unsuccessful engagement

19. “pdkt” dulu baru kemudian “lamaran”
How to engage customer online (through social media)
Tentukan “content strategy” sesuai objectives
#DSMA #akademiberbagi by @caturpw
Tentukan content strategy sesuai objectives
Create content worth talking about

20. “pdkt” dulu baru kemudian “lamaran”
How to engage customer online (through social media)
Content Marketing Strategy
#DSMA #akademiberbagi by @caturpw
Content Marketing Strategy

21. “pdkt” dulu baru kemudian “lamaran”
How to engage customer online (through social media)
WHERE
WHO
WHERE
WHAT
Target your “Audiences”
#DSMA #akademiberbagi by @caturpw
Target your Audiences

22. “pdkt” dulu baru kemudian “lamaran”
How to engage customer online (through social media)
Innovators
Brave people, pulling the change. Innovators are very important
communication
Earl Adopters
Late Majority
Skeptic people, will use new ideas or products only
when the majority is using it
Early Adopters
Respectable people, opinion leaders, try new ideas but in a careful
way
Early Majority
Thoughtful people, careful but accepting change more quickly than
Laggards
Traditional people, caring for the "old ways", are critical
towards new ideas and will only accept it if the new
ideas has become mainstream or event tradition
Range of people you will be interacting with,
f i t t l d
Thoughtful people, careful but accepting change more quickly than
the average
#DSMA #akademiberbagi by @caturpw
from innovators to laggards

23. “pdkt” dulu baru kemudian “lamaran”
How to engage customer online (through social media)
Forrester segments online engagement and participation by
l i th ti f i di id l h l t th S i l W b
#DSMA #akademiberbagi by @caturpw
analyzing the actions of individuals who populate the Social Web

24. “pdkt” dulu baru kemudian “lamaran”
How to engage customer online (through social media)
Ciptakan Brand Social Media Agent
Identitas, karakter dan personality yg kiranya bisa dengan mudah berkomunikasi
dengan target audiences kita
#DSMA #akademiberbagi by @caturpw
dengan target audiences kita

25. “pdkt” dulu baru kemudian “lamaran”
How to engage customer online (through social media)
Ciptakan Supporting Social Media Agent
Identitas, karakter dan personality yg menarik lainnya, untuk membantu
engagement brand social media agent
#DSMA #akademiberbagi by @caturpw
engagement brand social media agent

26. “pdkt” dulu baru kemudian “lamaran”
How to engage customer online (through social media)
Choose Your Digital Asset Tools
Stories, words, images, audio, video, people, location
#DSMA #akademiberbagi by @caturpw
Stories, words, images, audio, video, people, location

27. “pdkt” dulu baru kemudian “lamaran”
How to engage customer online (through social media)
[D] Deteksi "conversation" yg terjadi
Dengan lebih peka “mendengarkan” suara di social media, sesuaikan
dengan objectives engagement
#DSMA #akademiberbagi by @caturpw

28. “pdkt” dulu baru kemudian “lamaran”
How to engage customer online (through social media)
Discover all relevant voices about brand and or topic
that become campaign objectives
#DSMA #akademiberbagi by @caturpw
that become campaign objectives

29. “pdkt” dulu baru kemudian “lamaran”
How to engage customer online (through social media)
Jangan Cuma deteksi conversation di domain sendiri
Participate everywhere when your presence is advantageous and mandatory
#DSMA #akademiberbagi by @caturpw
Participate everywhere when your presence is advantageous and mandatory

30. “pdkt” dulu baru kemudian “lamaran”
How to engage customer online (through social media)
create a search term for social media content
Search engine twitter search fb search blog search social mention etc
#DSMA #akademiberbagi by @caturpw
Search engine, twitter search, fb search, blog search, social mention, etc.

31. “pdkt” dulu baru kemudian “lamaran”
How to engage customer online (through social media)
Keywords/
key success
tags ID (twitter) Link URL
• Nama event
• Akademi berbagi
• Senang
• kecewa
• #DSMA
• #akademiberbagi
• #jakarta
• @pasarsapi
• @caturpw
• Caturpw.com
• akademiberbagi.b
logdetik.com
Search Term:
Keywords: senang, puas, gembira, tambah ilmu, terima kasih,…
Tags: #DSMA, #akademiberbagi
ID: @pasarsapi, @caturpw
Link URL: ‐
#DSMA #akademiberbagi by @caturpw

32. “pdkt” dulu baru kemudian “lamaran”
How to engage customer online (through social media)
set the involvement rule in the conversation
#DSMA #akademiberbagi by @caturpw

33. “pdkt” dulu baru kemudian “lamaran”
How to engage customer online (through social media)
set successful conversation detection timescale
#DSMA #akademiberbagi by @caturpw

34. “pdkt” dulu baru kemudian “lamaran”
How to engage customer online (through social media)
[K] Tentukan Keypoint Campaign Guidelines
Tentukan koridor mana yg “boleh” dan mana yg “tidak boleh” untuk masing-
masing socmed agent. Set guidelines campaign delivery dan workflow
harian selama engagement berlangsung.g g g g
#DSMA #akademiberbagi by @caturpw

35. “pdkt” dulu baru kemudian “lamaran”
How to engage customer online (through social media)
Responding & engaging guidelines:
• Identified/created platforms for your responses
#DSMA #akademiberbagi by @caturpw

36. “pdkt” dulu baru kemudian “lamaran”
How to engage customer online (through social media)
Responding & engaging guidelines:
• Create clear/realistic policies and processes for responding on engagement crisis
#DSMA #akademiberbagi by @caturpw

37. “pdkt” dulu baru kemudian “lamaran”
How to engage customer online (through social media)
[K] Tentukan Keypoint Campaign Guidelines
Campaign Delivery & Workflow:
• Internal and External Responsibilities
C i ti St t i I t ll• Communicating Strategies Internally
• Structuring Workflow…
• Social Media Agent activities
• Content development schedule placement• Content development schedule placement
• Specifically engage in producing live content, Eg Specific timing of engagement
on a blog/social network etc?
#DSMA #akademiberbagi by @caturpw

38. “pdkt” dulu baru kemudian “lamaran”
How to engage customer online (through social media)
[T] lakukan Tindakan (action) sesuai guideline
Monitor respond atas tindakan yg dilakukanMonitor respond atas tindakan yg dilakukan
#DSMA #akademiberbagi by @caturpw

39. “pdkt” dulu baru kemudian “lamaran”
How to engage customer online (through social media)
Identify Action, Reaction and Monitoring the Result:
Gunakan guidelines yg sudah dibuat sebagai acuan
#DSMA #akademiberbagi by @caturpw

40. “pdkt” dulu baru kemudian “lamaran”
How to engage customer online (through social media)
Social Media Monitoring Tools (FREE)
#DSMA #akademiberbagi by @caturpw

41. “pdkt” dulu baru kemudian “lamaran”
How to engage customer online (through social media)
Social Media Monitoring Tools (FREE)
#DSMA #akademiberbagi by @caturpw

42. “pdkt” dulu baru kemudian “lamaran”
How to engage customer online (through social media)
Social Media Monitoring Tools (PAY)
#DSMA #akademiberbagi by @caturpw

43. “pdkt” dulu baru kemudian “lamaran”
How to engage customer online (through social media)
Social Media Monitoring Tools (PAY)
#DSMA #akademiberbagi by @caturpw

44. “pdkt” dulu baru kemudian “lamaran”
How to engage customer online (through social media)
Start to
#DSMA #akademiberbagi by @caturpw

45. “pdkt” dulu baru kemudian “lamaran”
How to engage customer online (through social media)
SOME RULE of ENGAGEMENT , by Brian Solis
#DSMA #akademiberbagi by @caturpw

46. “pdkt” dulu baru kemudian “lamaran”
How to engage customer online (through social media)
Become a true participant in each community you wish to activate.
Move beyond marketing and sales
#DSMA #akademiberbagi by @caturpw
Move beyond marketing and sales

47. “pdkt” dulu baru kemudian “lamaran”
How to engage customer online (through social media)
Consistently create, contribute, and reinforce service and value
#DSMA #akademiberbagi by @caturpw

48. “pdkt” dulu baru kemudian “lamaran”
How to engage customer online (through social media)
Don’t speak at audiences through canned messages.
Introduce value, insight and direction with each engagement
#DSMA #akademiberbagi by @caturpw

49. “pdkt” dulu baru kemudian “lamaran”
How to engage customer online (through social media)
Establish and nurture beneficial relationships online and in the real
world as long as doing so is important to your business.
#DSMA #akademiberbagi by @caturpw

50. “pdkt” dulu baru kemudian “lamaran”
How to engage customer online (through social media)
Give back, reciprocate, and recognize notable contributions from
participants in your communities.
#DSMA #akademiberbagi by @caturpw

51. “pdkt” dulu baru kemudian “lamaran”
How to engage customer online (through social media)
Learn from each engagement and provide a path within the
company to adapt and improve products and services.
#DSMA #akademiberbagi by @caturpw

52. “pdkt” dulu baru kemudian “lamaran”
How to engage customer online (through social media)
CONVERSATIONS HAPPEN WITH OR WITHOUT YOU
REMEMBER
CONVERSATIONS HAPPEN WITH OR WITHOUT YOU
#DSMA #akademiberbagi by @caturpw

53. “pdkt” dulu baru kemudian “lamaran”
How to engage customer online (through social media)
Engage NOW or DIE, - brian solis
Tell me some inputs to improve this presentation content to
twitter @caturpwtwitter @caturpw
Thanks
#DSMA #akademiberbagi by @caturpwwww.pingfans.com