The document discusses how businesses can create "social epidemics" through social networking by focusing on influencers to spread information, keeping customers interested through stickiness factors, and using social media as an inexpensive marketing tool to track customer responses and feedback. It provides examples like Pepsi's failed Kona product test and how 50 Cent influenced people through social media to increase stock prices, and concludes that social networking allows for effective two-way communication, product feedback, and 24/7 organization access.
OMI Workshop @ SES London 2011 - Search & Social, a Global PerspectiveOnline Marketing Summit
Brad Kleinman of the Online Marketing Institute discusses global research on trends taking place within the interconnected worlds of Search and Social.
The document discusses how digital technologies can help distributors embrace change during economic recessions. It argues that (1) technologies developed during downturns often drive future economic growth, (2) new digital tools like social media are gaining widespread adoption even among older users, and (3) distributors need to adapt to changing customer behaviors and priorities driven by digital technologies to remain competitive on factors like marketing. The document provides examples of companies that have successfully driven growth through social media and mobile technologies and outlines steps distributors can take to develop their own social media strategies and digital initiatives.
Comprehensive new research into social media usage, views and habits of Canadian consumers and public relations practitioners.
More than 1,500 Canadian social media users were surveyed.
Soical media campaign proposal_Drugstore.com_Siwen LiuSiwen Liu
This document discusses the social media and video commerce strategies of a leading online retailer of health, beauty, and pharmacy products. It outlines opportunities for Facebook, Twitter, blogging, video content, and Google AdWords. Key aspects include partnering with video platforms, building a video library, and adding video to product pages. Metrics of success center around customer feedback, social media traffic and engagement, and AdWords click-through rates. The budget allocates funds across these channels on a quarterly basis with seasonal adjustments.
This document discusses the benefits of using social media for business purposes. It notes that social media allows businesses to develop relationships with customers, monitor brands and reputation, and promote products to the over 350 million active social media users. While social media engagement provides opportunities for customer support, research, and product development, the document acknowledges that measuring true return on investment can be challenging, as with any new marketing channel. It provides both qualitative and quantitative metrics businesses can use to track success from their social media strategies.
Online Marketing For Healthcare IndustryVeena Almad
This document discusses online marketing strategies for healthcare companies. It outlines objectives like brand awareness, increasing website traffic and email subscriptions. The target audience is people aged 15 and above in the United States interested in health, treatment and doctor advice. Steps for brand building include brand awareness, building relationships and maintaining customer relationships through information sharing. Online marketing strategies proposed are search engine marketing, email marketing, display media and the company website. The recommended social media platforms are Facebook, Twitter, Digg, LinkedIn and blogs.
This document summarizes research on how mass affluent individuals in France engage with financial companies on social media. It finds that over 85% of mass affluent social media users are highly engaged on social media, using it for both professional and personal purposes. While many want new product information, there is a communication gap between what content mass affluent users want and what financial companies provide on social media. LinkedIn is the most trusted social media platform for financial information. The document provides best practices for financial companies to build foundations and accelerate influence with mass affluent customers through social media engagement and relevant content.
The document discusses how businesses can create "social epidemics" through social networking by focusing on influencers to spread information, keeping customers interested through stickiness factors, and using social media as an inexpensive marketing tool to track customer responses and feedback. It provides examples like Pepsi's failed Kona product test and how 50 Cent influenced people through social media to increase stock prices, and concludes that social networking allows for effective two-way communication, product feedback, and 24/7 organization access.
OMI Workshop @ SES London 2011 - Search & Social, a Global PerspectiveOnline Marketing Summit
Brad Kleinman of the Online Marketing Institute discusses global research on trends taking place within the interconnected worlds of Search and Social.
The document discusses how digital technologies can help distributors embrace change during economic recessions. It argues that (1) technologies developed during downturns often drive future economic growth, (2) new digital tools like social media are gaining widespread adoption even among older users, and (3) distributors need to adapt to changing customer behaviors and priorities driven by digital technologies to remain competitive on factors like marketing. The document provides examples of companies that have successfully driven growth through social media and mobile technologies and outlines steps distributors can take to develop their own social media strategies and digital initiatives.
Comprehensive new research into social media usage, views and habits of Canadian consumers and public relations practitioners.
More than 1,500 Canadian social media users were surveyed.
Soical media campaign proposal_Drugstore.com_Siwen LiuSiwen Liu
This document discusses the social media and video commerce strategies of a leading online retailer of health, beauty, and pharmacy products. It outlines opportunities for Facebook, Twitter, blogging, video content, and Google AdWords. Key aspects include partnering with video platforms, building a video library, and adding video to product pages. Metrics of success center around customer feedback, social media traffic and engagement, and AdWords click-through rates. The budget allocates funds across these channels on a quarterly basis with seasonal adjustments.
This document discusses the benefits of using social media for business purposes. It notes that social media allows businesses to develop relationships with customers, monitor brands and reputation, and promote products to the over 350 million active social media users. While social media engagement provides opportunities for customer support, research, and product development, the document acknowledges that measuring true return on investment can be challenging, as with any new marketing channel. It provides both qualitative and quantitative metrics businesses can use to track success from their social media strategies.
Online Marketing For Healthcare IndustryVeena Almad
This document discusses online marketing strategies for healthcare companies. It outlines objectives like brand awareness, increasing website traffic and email subscriptions. The target audience is people aged 15 and above in the United States interested in health, treatment and doctor advice. Steps for brand building include brand awareness, building relationships and maintaining customer relationships through information sharing. Online marketing strategies proposed are search engine marketing, email marketing, display media and the company website. The recommended social media platforms are Facebook, Twitter, Digg, LinkedIn and blogs.
This document summarizes research on how mass affluent individuals in France engage with financial companies on social media. It finds that over 85% of mass affluent social media users are highly engaged on social media, using it for both professional and personal purposes. While many want new product information, there is a communication gap between what content mass affluent users want and what financial companies provide on social media. LinkedIn is the most trusted social media platform for financial information. The document provides best practices for financial companies to build foundations and accelerate influence with mass affluent customers through social media engagement and relevant content.
Healthcare marketing trends - The beginning of new eradebmithu
A report on how healthcare/pharmaceutical industry is transforming since past few decades. The presentation gives an insight on what are the new trends in healthcare industry and the relative indicators.
There has been a lot of discussion around social business, but what exactly does that mean and how do organizations actually become "social businesses?" This presentation examines some of these questions and looks at some frameworks and approaches to solving business problems.
This document discusses the importance of reputation management for small e-commerce retailers and provides tips for best practices. It notes that consumers highly value recommendations from friends and other users. The history of online reputation management for small businesses is reviewed, highlighting the growth of social media. Key points in handling customer feedback are outlined, including not ignoring issues but also not overreacting. A case study of GoGreenSolar shows how proactively seeking feedback on platforms like Facebook helped increase sales by 20% monthly. The tips for retailers emphasize moving from reactive to proactive reputation management and making it easy for customers to provide feedback.
Social media has rapidly grown in scope and significance over the past few years. Twitter, Facebook and other social presences are now as much a staple of an organization's communication activity as a basic website. This evolution towards more active engagement with consumers is a natural fit for some industries, but presents unique challenges for others – including healthcare. Social media also offers healthcare organizations important opportunities to connect with consumers in a meaningful personal context.
This 7-step guide provides a process for healthcare companies to successfully utilize social media. The steps include: 1) listening broadly to understand audiences and their needs, 2) defining the social media personality, 3) joining existing conversations, 4) leading conversations, 5) igniting and inviting participation, 6) inspiring greater collaboration, and 7) measuring success. The document uses an analogy of a dinner party to explain engaging in social media, and emphasizes identifying audiences, considering regulations, and adapting to economic changes.
The power of the web to engage with consumers - Ray Algar December 2008Ray Algar
This presentation discusses the rise of online consumer collaboration. The presentation was for senior members of the UK Fitness Network at their December 2008 meeting
Burke Connecting The Dots Measuing Behavior Change With Digital MediaAmelia Burke-Garcia
This document discusses using social media to measure behavior change in public health campaigns. It outlines that social media provides tools to understand consumers and correlate models to better understand behaviors. The S.O.C.I.A.L. evaluation framework measures strategic communication, value, actions, insights, reach through different metrics like impressions, clicks, surveys and interactions. Case studies showed identifying patterns of engagement on social channels and gauging consumer responses can provide data on short-term outcomes towards behavior change beyond basic metrics like click-through rates.
Authos@Google Presentation, October 15, 2008Charlene Li
The document discusses creating a social media strategy. It recommends focusing on building relationships with audiences rather than seeing social media as just another marketing channel. It suggests starting small with one goal in mind and being prepared for social networks to fundamentally transform how organizations are structured as boundaries between companies and customers disappear. Key tips include listening to audiences first, measuring success based on engagement and recommendation metrics, and hiring people who are already successful using social media.
Interactive marketing spending is projected to rise significantly through 2014, reaching $55 billion and representing 21% of total marketing spending. Marketers are shifting budgets away from traditional channels like television, newspaper and magazine toward interactive channels like search, display, email, social media and mobile. Social media spending alone is expected to grow from $295 million in 2009 to $1.86 billion in 2014. Effective social media marketing requires clear objectives, skilled practitioners, measurable metrics, listening to target audiences, engaging customers through interesting content, and collaborating with the brand.
ESOMAR LATAM 2017 - Swipe right, swipe left: Implicit research metric via eng...SKIM
We presented this fresh approach to engaging mobile surveys at Latin America’s largest regional event, ESOMAR LATAM, which was held on April 5-7, 2017 in Mexico City.
Find out more https://goo.gl/8QwgxN
Social media provides opportunities for higher levels of interaction between businesses and consumers compared to traditional online and offline marketing. The majority of B2B companies use social media to generate leads, share thought leadership, and gain customer feedback. There are many social media options for businesses to engage executives, business leaders, IT management, R&D, sales and consumers through online and offline channels like Facebook, Twitter, LinkedIn, YouTube and websites. Success requires aligning social media plans with business goals, listening to customers, and adapting strategies based on feedback.
Healthcare & digital marketing - Today & FutureDeepali Thakur
The document provides a summary of a digital marketing study for a healthcare company. It outlines the objectives, stages, research questions, hypotheses, and findings from secondary research, keyword trend analysis, website analysis, and primary research. The key findings include identifying priority health issues, regions, and media to focus digital efforts on, such as HIV, hepatitis, diabetes in Delhi, Tamil Nadu and analyzing gaps in patient and doctor knowledge websites.
Recipes are the original viral content. Brands are seeking to understand how, where, why and when consumers seek out, consume and share recipes. Many brands target women ages 25-54 with recipe content, but to increase purchase, consumption and usage occasions, brands first need to understand how people interact with this content.
A survey of 2,100 organizations found that 79% use social media. When asked about benefits, organizations most commonly cited increased awareness, traffic to their website, and favorable brand perceptions. They also said social media allows them to monitor conversations, develop targeted marketing, and gain insights into customers and markets.
The document discusses how marketing needs to change to adapt to today's digital customer. It notes that customers now expect rapid responses on social media and have less trust in traditional advertising. As a result, brands need to shift from one-way communication to two-way engagement and personalization by using social networks and owned communities. This represents a disruption requiring companies to reallocate funds from traditional areas like advertising to digital customer engagement and service. The key is for brands to cultivate trusted people and content to build advocacy at each stage of the customer lifecycle.
Healthcare and Digital Transformation - Lessons from the ResearchStefan Tornquist
A 30 minute talk based on survey research conducted in Q4 of 2015 w/Ogilvy CommonHealth on how digital trends are affecting healthcare and healthcare marketing.
This document discusses how the rise of social media and mobile devices has changed how business executives consume information. It notes that executives now primarily use mobile devices to access news and content through email newsletters, social apps, and browsers. It also discusses how visual content like images and video now dominate online sharing and engagement. The document advocates that CEOs should become more active on social media to build trust and thought leadership through sharing relevant industry content, updates on their activities, and personal interests. It provides tips for CEOs to get started with social media in a time-efficient way by defining goals and audiences, curating quality sources, and adopting simple habits.
Find the Risk vs. Reward Balance in Social MediaGerardo A Dada
The document discusses finding the right balance of risk and reward when using social media for business purposes. It identifies key risks like loss of control, confidential information leakage, compliance issues, and productivity loss. It also stresses the importance of measuring results and having best practices like guidelines, governance policies, education, and risk management processes in place. The social media maturity cycle and tools that can be used to achieve business objectives are also covered.
Now that social media is becoming a mainstream marketing and PR component we need move beyond experimenting and testing. It's time to figure out how to get social media right. Learn about using Facebook, Twitter and YouTube.
Healthcare marketing trends - The beginning of new eradebmithu
A report on how healthcare/pharmaceutical industry is transforming since past few decades. The presentation gives an insight on what are the new trends in healthcare industry and the relative indicators.
There has been a lot of discussion around social business, but what exactly does that mean and how do organizations actually become "social businesses?" This presentation examines some of these questions and looks at some frameworks and approaches to solving business problems.
This document discusses the importance of reputation management for small e-commerce retailers and provides tips for best practices. It notes that consumers highly value recommendations from friends and other users. The history of online reputation management for small businesses is reviewed, highlighting the growth of social media. Key points in handling customer feedback are outlined, including not ignoring issues but also not overreacting. A case study of GoGreenSolar shows how proactively seeking feedback on platforms like Facebook helped increase sales by 20% monthly. The tips for retailers emphasize moving from reactive to proactive reputation management and making it easy for customers to provide feedback.
Social media has rapidly grown in scope and significance over the past few years. Twitter, Facebook and other social presences are now as much a staple of an organization's communication activity as a basic website. This evolution towards more active engagement with consumers is a natural fit for some industries, but presents unique challenges for others – including healthcare. Social media also offers healthcare organizations important opportunities to connect with consumers in a meaningful personal context.
This 7-step guide provides a process for healthcare companies to successfully utilize social media. The steps include: 1) listening broadly to understand audiences and their needs, 2) defining the social media personality, 3) joining existing conversations, 4) leading conversations, 5) igniting and inviting participation, 6) inspiring greater collaboration, and 7) measuring success. The document uses an analogy of a dinner party to explain engaging in social media, and emphasizes identifying audiences, considering regulations, and adapting to economic changes.
The power of the web to engage with consumers - Ray Algar December 2008Ray Algar
This presentation discusses the rise of online consumer collaboration. The presentation was for senior members of the UK Fitness Network at their December 2008 meeting
Burke Connecting The Dots Measuing Behavior Change With Digital MediaAmelia Burke-Garcia
This document discusses using social media to measure behavior change in public health campaigns. It outlines that social media provides tools to understand consumers and correlate models to better understand behaviors. The S.O.C.I.A.L. evaluation framework measures strategic communication, value, actions, insights, reach through different metrics like impressions, clicks, surveys and interactions. Case studies showed identifying patterns of engagement on social channels and gauging consumer responses can provide data on short-term outcomes towards behavior change beyond basic metrics like click-through rates.
Authos@Google Presentation, October 15, 2008Charlene Li
The document discusses creating a social media strategy. It recommends focusing on building relationships with audiences rather than seeing social media as just another marketing channel. It suggests starting small with one goal in mind and being prepared for social networks to fundamentally transform how organizations are structured as boundaries between companies and customers disappear. Key tips include listening to audiences first, measuring success based on engagement and recommendation metrics, and hiring people who are already successful using social media.
Interactive marketing spending is projected to rise significantly through 2014, reaching $55 billion and representing 21% of total marketing spending. Marketers are shifting budgets away from traditional channels like television, newspaper and magazine toward interactive channels like search, display, email, social media and mobile. Social media spending alone is expected to grow from $295 million in 2009 to $1.86 billion in 2014. Effective social media marketing requires clear objectives, skilled practitioners, measurable metrics, listening to target audiences, engaging customers through interesting content, and collaborating with the brand.
ESOMAR LATAM 2017 - Swipe right, swipe left: Implicit research metric via eng...SKIM
We presented this fresh approach to engaging mobile surveys at Latin America’s largest regional event, ESOMAR LATAM, which was held on April 5-7, 2017 in Mexico City.
Find out more https://goo.gl/8QwgxN
Social media provides opportunities for higher levels of interaction between businesses and consumers compared to traditional online and offline marketing. The majority of B2B companies use social media to generate leads, share thought leadership, and gain customer feedback. There are many social media options for businesses to engage executives, business leaders, IT management, R&D, sales and consumers through online and offline channels like Facebook, Twitter, LinkedIn, YouTube and websites. Success requires aligning social media plans with business goals, listening to customers, and adapting strategies based on feedback.
Healthcare & digital marketing - Today & FutureDeepali Thakur
The document provides a summary of a digital marketing study for a healthcare company. It outlines the objectives, stages, research questions, hypotheses, and findings from secondary research, keyword trend analysis, website analysis, and primary research. The key findings include identifying priority health issues, regions, and media to focus digital efforts on, such as HIV, hepatitis, diabetes in Delhi, Tamil Nadu and analyzing gaps in patient and doctor knowledge websites.
Recipes are the original viral content. Brands are seeking to understand how, where, why and when consumers seek out, consume and share recipes. Many brands target women ages 25-54 with recipe content, but to increase purchase, consumption and usage occasions, brands first need to understand how people interact with this content.
A survey of 2,100 organizations found that 79% use social media. When asked about benefits, organizations most commonly cited increased awareness, traffic to their website, and favorable brand perceptions. They also said social media allows them to monitor conversations, develop targeted marketing, and gain insights into customers and markets.
The document discusses how marketing needs to change to adapt to today's digital customer. It notes that customers now expect rapid responses on social media and have less trust in traditional advertising. As a result, brands need to shift from one-way communication to two-way engagement and personalization by using social networks and owned communities. This represents a disruption requiring companies to reallocate funds from traditional areas like advertising to digital customer engagement and service. The key is for brands to cultivate trusted people and content to build advocacy at each stage of the customer lifecycle.
Healthcare and Digital Transformation - Lessons from the ResearchStefan Tornquist
A 30 minute talk based on survey research conducted in Q4 of 2015 w/Ogilvy CommonHealth on how digital trends are affecting healthcare and healthcare marketing.
This document discusses how the rise of social media and mobile devices has changed how business executives consume information. It notes that executives now primarily use mobile devices to access news and content through email newsletters, social apps, and browsers. It also discusses how visual content like images and video now dominate online sharing and engagement. The document advocates that CEOs should become more active on social media to build trust and thought leadership through sharing relevant industry content, updates on their activities, and personal interests. It provides tips for CEOs to get started with social media in a time-efficient way by defining goals and audiences, curating quality sources, and adopting simple habits.
Find the Risk vs. Reward Balance in Social MediaGerardo A Dada
The document discusses finding the right balance of risk and reward when using social media for business purposes. It identifies key risks like loss of control, confidential information leakage, compliance issues, and productivity loss. It also stresses the importance of measuring results and having best practices like guidelines, governance policies, education, and risk management processes in place. The social media maturity cycle and tools that can be used to achieve business objectives are also covered.
Now that social media is becoming a mainstream marketing and PR component we need move beyond experimenting and testing. It's time to figure out how to get social media right. Learn about using Facebook, Twitter and YouTube.
Social media is changing how people interact with each other and do business. It allows for broadcast messages to become interactive dialogues. While using social media is inevitable, businesses must decide how effectively to engage with customers on these new channels. An integrated social media strategy can generate revenue, promote products, improve customer service, and foster innovation if businesses listen to customers, consistently engage across multiple platforms, and address any crises rapidly. The most engaged brands on social media saw 18% revenue growth compared to a 6% loss for the least engaged brands.
The document summarizes Barton Goldenberg's presentation on social media. It began with an introduction and overview of social media. It then discussed who is using social media, providing examples of companies that have implemented social media. Finally, it covered how to implement social media, including determining goals, understanding audiences, developing a strategy, engaging customers, setting metrics and executing a social media plan.
The document provides an overview of creating an effective social media plan in 6 steps: 1) preplanning to understand customer insights and current marketing, 2) listening to online conversations, 3) creating customer profiles, 4) setting goals, 5) joining conversations, and 6) measuring returns both qualitatively and quantitatively. It emphasizes the importance of transparency, engagement, establishing baselines and timelines to track results from social media activities.
The document provides steps for creating an effective social media plan, including preplanning, listening to conversations, creating target profiles, setting goals, joining conversations, and measuring returns. It recommends starting with platforms you can actively maintain, developing an editorial calendar, being transparent and authentic, and establishing baselines and key performance indicators to track results over time.
This document provides an overview of social media and how businesses can use it for sustained growth. It discusses key concepts like social media being a conversation not a broadcast, the power shift to customers, and declining effectiveness of traditional advertising. The document outlines developing a social media strategy with objectives, actions, and performance measurement. It also addresses analyzing your social media landscape and readiness, and ensuring organizational support through resources, policies, and assigning responsibilities.
The document discusses best practices for social media strategy and engagement. It provides tips for listening to audiences, setting goals and benchmarks, finding influencers, developing content strategies, choosing appropriate platforms, and measuring engagement and return on investment. Key aspects include starting with listening, establishing share of voice against competitors, focusing on quality over quantity of content, and picking platforms where target audiences engage.
The document provides an overview of a training program on mastering social media for business growth. It discusses the opportunities social media presents, including increased sales, brand awareness, and customer insights. While some businesses have made progress using social media, more need a strategic approach with clear objectives and performance metrics. The program will address developing an effective social media strategy and overcoming challenges through workshops, online resources, and exercises.
The document discusses social media for life sciences companies, including its impact and potential business benefits. It provides an overview of social media and its importance, defines key concepts, and notes that social media requires new performance metrics and business models focused on engagement. Examples are given of social media use in the life sciences sector, including LinkedIn, Twitter, and monitoring tools. The document stresses that social media requires a strategic approach and ongoing performance measurement to realize returns.
Social Media for Advertising and Marketing SpecialistsDan Elder, MS
The document provides an overview of social media trends and best practices for developing a successful social media strategy. It discusses how social media has changed business and communications, with key points being that only 14% of organizations have more than 2 years of experience using social media, and that having a strategy is important for long-term success. The document concludes by outlining a 5 step approach to a successful social media strategy: 1) get organizational buy-in and the right skills, 2) develop a clear strategy, 3) set goals and metrics, 4) allocate proper resources, and 5) promote social media efforts.
A presentation about social media given at Comms Week Cal State Fullerton CA to PR students. Information on social media and why PR students need to learn social media as part of their PR course.
This document provides an overview of digital strategy and social media. It discusses the growing importance of social media, top social media channels and how to integrate social media into an organization's communications strategy. It also provides guidance on developing social media policies and principles for employee engagement on social media. Best practices from other organizations using social media effectively are also highlighted.
The document discusses how social media can help small and medium enterprises (SMEs) overcome barriers to export growth. It provides examples of how SMEs can use social media to develop a global mindset, conduct export market research using monitoring tools, and build a quality international customer base. Specific tools and platforms mentioned include general export support sites, online marketplaces, industry-specific communities, and social media monitoring tools from companies like Social Radar and Radian6. The document emphasizes that social media, when used effectively, can provide market intelligence, customer insights, networking opportunities, and improved sales and marketing to support SME internationalization.
This document outlines a presentation on developing a social media strategy for sustained business growth. It discusses evaluating the social media landscape and one's readiness to engage on social platforms. Key aspects of a strategy include objectives, performance metrics, customer segments, and action plans for priority channels. The strategy should be supported by organizational structures, resources, and performance measurement. Developing a strategy with these elements can help businesses better leverage social media for improved knowledge, customer engagement, and business results.
This document discusses approaches to measuring the impact of social media marketing. It begins by noting that measurement is a journey and that customers' experiences have changed significantly with the rise of social media. It then outlines five stages of social media integration for organizations, from initial experimentation to a fully engaged enterprise. The document focuses on challenges of linking social media activity to business outcomes. It proposes four approaches to measurement: behavioral, claimed, testable, and data mining. Each approach is described along with examples and limitations. Finally, the document advocates starting measurement efforts and noting that solving complex measurement problems requires an iterative approach.
This document provides an overview of social media strategies and best practices for Cisco partners. It discusses listening to customers and insights, seeding and participating in social networks, using social media for visibility, education and communication, crowdsourcing, and addressing risks. Specific platforms and metrics are mentioned for various strategies. Best practices include alignment with business objectives and having a strategic plan that includes listening, learning, planning, participation and measuring initiatives.
2011 Kickoff Event Presentation Materials: Community in the Enterprise7Summits
The document summarizes a presentation about using social media and online communities in business. It discusses how social media can be used to engage customers, employees, and partners. Specific uses include social marketing, customer support, product development, sales enablement, and corporate communications. The presentation recommends having a social media strategy aligned with business goals and prioritizing which aspects of social media will be most effective, such as enabling customer reviews, creating connected social campaigns, holding social contests, and integrating marketing efforts.
The document discusses best practices for using social media. It provides statistics on popular social media platforms and their users. It also gives examples of how companies have successfully used social media for customer engagement, collaboration, and innovation. The document advocates developing social media strategies that are aligned with business objectives and establishing governance policies and metrics to measure initiatives.
Similar to Online Engagement-The new frontier of consumer relations (20)
Online Engagement-The new frontier of consumer relations
1. ONLINE ENGAGEMENT The new frontier of consumer relations David Wesson 19th Annual SOCAP Australia International Symposium
2.
3. "We live in a world where the little things really do matter. Each encounter no matter how brief is a ‘micro interaction’ which makes a deposit or withdrawal from our rational and emotional subconscious .The sum of these interactions adds up how we feel about a particular product, company or service.." Thought starter
Why should they care Whats in it for them How do I get started What is the problem the audience has for my information Design speech around problem How to understand online behavior and deliver more effective customer service Trolls & giriefers Benefits and examples of of info Actions steps Customers see 1 find out what they love or hate –research & find out what sentiment 2.Using SM to engage Deliver better customer service Twitter FB & get satisfaction 3 customer advocacy Pro or anti lobby Propensity to suggest a boycott Peer to peer to add the “wow factor’ to your customer service Way co’s can listen what is being said about them online How effectively enegage using sm tools Techniques and strategies Interpret analyze and respond effectively Avoid the pitfalls Foster maintain trust and credibility online Immdeiacy Constantly changing Unrivalled listening post Mointoring tools provide consumer insights,attitudes,company rep,sentiment around Promoting openess
"Customers trust each other more than [they trust] anybody else," Owyang says. Because of peer-to-peer trust, it's critical that, as marketers promote their products or services, the focus is on community and the advocates within each community. Doing so, Owyang says, will be "the only way a brand can scale.“ When Pete black shaw
Conversation with your customers treating them as human 2 way symbiotic relationship What can u do Action steps Develop rules social media guidelines for companies Legal implications –Finance /Spam act How –do companies join the conversation
To be authentic you have to embrace your personality and be true to your personality and let it shine through
Anybody’s company here currently doing any forms of social media monitoring using any social media What’s in it for them Not so much the technologies but what they enable you to do as companies and be more social with your customer s Deeper richer understanding Used with other research Part of the feedback loop Identifies issues before they blow up Types of customers social ladder Reputation management Ethical methods Incorporate insights into engagement best practices
An understanding of consumers’ social behavior will move marketers closer to that fabled 360-degree view, and enhance the ability to target. Social behavior, Weinroth says, could be a leading indicator of purchase intent, compared to the current emphasis on transactions. Catering to a “social reputation” will amplify the effects of viral, word-of-mouth strategies as campaigns reach into far-extending consumer networks.