This document discusses how brands can benefit from engaging with customers on social media. It defines Web 2.0 as websites that facilitate user interaction and content sharing. Some main Web 2.0 platforms mentioned are social networks, blogs, and collaborative sites. The document recommends that brands engage in real conversations with customers on social media to build loyalty and gain new customers. It provides examples of how airlines like Air France, British Airways, and American Airlines have used social media to allow user interaction and provide better customer service.

1. Brands & Social MediaHow togetbenefit out ofengagingwithyourcustomer

2. Web 2.0Definition:“Theterm "Web 2.0" iscommonlyassociatedwithwebapplicationsthatfacilitateinteractiveinformation sharing, interoperability, user-centered design[1]andcollaborationontheWorld Wide Web. Examplesof Web 2.0 includeweb-basedcommunities, hosted services, web applications, social-networking sites, video-sharing sites, wikis, blogs, mashupsandfolksonomies. A Web 2.0 siteallowsitsuserstointeractwithotherusersortochangewebsitecontent, in contrastto non-interactivewebsiteswhereusers are limitedtothepassiveviewingofinformationthatisprovidedtothem.”Source: WikipediaWeb 2.0 is a termbornedtonameallthatkindofsitesweretheuser has theabilitytocollaborateandparticipatenotbeing a merelyspectator.

3. We can findmanydifferentsitesandplatformsamongallthisbutthemainones are: social networks, collaborativesites, blogs andanyother place online wheretheuser has itholeforshowinghimself.Mainweb 2.0 applications

4. Whyusing Social Media?Thecrowdis in thereThey are alreadytalkingaboutyouItmakesyourbrandbetterknownYougetdirect feedbackYoucommunicatedirectlyand more effectivelyYougive a betterimageofbrandpersonalityAugmentbrandexposuretoyourcustomersandprospects

5. Conversationis out thereIfthebrandisableto:Engage in real conversationwithyourcustomer.Speak as itisoneofthemExplainitsbusinessmovementsGiveanswertocustomerneedsandrequestsMakecustomerfeelthey are taken in consideration… theloyaltyandabilitytogainnewcustomerswill be increaseddramatically.

6. Conversationis out thereTheimageabove shows thetagcloudofthemost hot topicsonthe date ofthecatastrophicaccidentof Air France flightfromRio de Janeiro to Paris

7. Real cases ontheairlinesindustry

8. Airlines & Social Media: Air FranceJointravelerssharingsameairportorflightOffertourismorallocationinformationAllowtheuserstointeractandreceive a betterservice out ofthebrand

9. Airlines & Social Media: BritishAirwaysBorntogiveLondon & New York visitorstwin places onbothcities.Allowsuserstointeractanpromote placesUsersbecomeexpertrecommendators

10. Airlines & Social Media: American AirlinesThis SN wasbornedtoconnectAfrican American travelerswitheachotherOffersspecialeventsforthetargetanduserssharetheoptions.

11. Airlines & Social Media: American Airlines

12. ThankyouforyourattentionForfurtherinformationcontact me on:http://es.linkedin.com/in/paulmatop_mato@yahoo.com