This document discusses how companies can gain advantage in the "Social Media Wild, Wild West" by building value-creating communities, understanding relationships better than competitors, and acting on that intelligence. It introduces the concept of Social CRI (Community Relationship Intelligence) as a way to achieve real-time operational control, tie relationships to profit, and gain sustainable competitive advantage. The document advocates measuring and managing communities using a unified CRI framework, consistent relationship metrics, and a deliberate process to develop customer relationships across their lifecycle.
The document discusses the importance of social media for companies. It notes that social media has changed communications from one-way conversations to two-way interactions where customers can influence discussions. While this presents challenges, it also creates new opportunities to engage customers and build stronger relationships. The document then provides examples of how the eCairn social media platform can help companies map communities, identify influencers, monitor conversations, perform research, and measure impact.
Community conference 2011 - Dell, Bill JohnstonSeismonaut
This document discusses creating sustainable value through social media. It outlines Dell's journey with social media over five years, experiments, and lessons learned. Key insights include:
1) Social media improves engagement, provides solutions, and boosts loyalty across the customer lifecycle from awareness to post-purchase support.
2) Listening is critical for understanding customers and markets. Social media also provides insights to improve products, marketing, and operations.
3) While direct sales impacts can be measured, social media value is multi-dimensional, including influence on purchase, increased attention, loyalty, and other less direct impacts.
4) For Dell, social media affects all business units and stages of the buying process, not
The document provides information about Actiance, Inc., a company that provides social media compliance solutions. It discusses Actiance's global operations, dedicated social engagement team, client base including major financial institutions, and the capabilities of its platform to securely manage social media engagement and collaboration for businesses.
AI-powered assistant to help with compliance questions
Socialite Engage: Secure social media publishing and engagement
Socialite Enable: Granular controls for social networks
Socialite Monitor: AI-powered monitoring of all communications
Socialite Archive: Archiving and eDiscovery for all communications
Actiance Core
Identity & Access Management: Single sign-on for all apps
Activity Stream: Unified activity feed across all communications
Compliance Engine: Automated surveillance and moderation
Data Lake: Central repository for all structured and unstructured data
Integrations
CRM/Portals: Microsoft Dynamics, Salesforce, Redtail, etc.
Networks: LinkedIn, Facebook
This document provides an overview of measuring social media engagement. It discusses how traditional media metrics differ from social media metrics. It outlines a three step process for measuring social media: 1) define goals and objectives, 2) identify participants and their roles, 3) identify key performance indicators to track engagement. Specific metrics for platforms like Twitter, Facebook, and videos are also described. The document emphasizes the importance of listening, engaging audiences, and measuring metrics that map to business goals.
Social media is growing rapidly and having a significant impact on consumer behavior and marketing. Brands must start listening on social media to understand their markets and develop social media strategies to achieve business goals. An effective strategy requires coordinating brand efforts, creating engaging content, selecting appropriate platforms, and using tools to manage social branding. Business objectives for social media could include increasing brand adoption, supporting customer service, conducting research, and growing brand awareness.
This document provides a 3-step process for engaging with social networks: 1) Find where your customers are active online through services like Cision that profile influential social networks, 2) Engage with conversations on these networks by providing valuable information and joining as an authentic participant, and 3) Track your success through metrics like increased followers and engagement on created networks or participation in others. Large companies that have succeeded in social media are also discussed.
Marketing Mix Extended:building a competitive scenario from Web 2.0GoWireless
1) The document proposes a marketing mix approach that extends traditional direct marketing to incorporate word-of-mouth (WOM) initiatives leveraging social networking.
2) It recommends identifying influential customers to target in a WOM campaign and measuring the resulting buzz, advocacy, and conversations generated through amplification over multiple generations of influencers.
3) The proposal estimates that targeting 10,000 influencers in a 6-week WOM campaign could generate nearly 50,000 conversations and nearly 5,000 new customers through trial conversions and amplification effects.
The document discusses the importance of social media for companies. It notes that social media has changed communications from one-way conversations to two-way interactions where customers can influence discussions. While this presents challenges, it also creates new opportunities to engage customers and build stronger relationships. The document then provides examples of how the eCairn social media platform can help companies map communities, identify influencers, monitor conversations, perform research, and measure impact.
Community conference 2011 - Dell, Bill JohnstonSeismonaut
This document discusses creating sustainable value through social media. It outlines Dell's journey with social media over five years, experiments, and lessons learned. Key insights include:
1) Social media improves engagement, provides solutions, and boosts loyalty across the customer lifecycle from awareness to post-purchase support.
2) Listening is critical for understanding customers and markets. Social media also provides insights to improve products, marketing, and operations.
3) While direct sales impacts can be measured, social media value is multi-dimensional, including influence on purchase, increased attention, loyalty, and other less direct impacts.
4) For Dell, social media affects all business units and stages of the buying process, not
The document provides information about Actiance, Inc., a company that provides social media compliance solutions. It discusses Actiance's global operations, dedicated social engagement team, client base including major financial institutions, and the capabilities of its platform to securely manage social media engagement and collaboration for businesses.
AI-powered assistant to help with compliance questions
Socialite Engage: Secure social media publishing and engagement
Socialite Enable: Granular controls for social networks
Socialite Monitor: AI-powered monitoring of all communications
Socialite Archive: Archiving and eDiscovery for all communications
Actiance Core
Identity & Access Management: Single sign-on for all apps
Activity Stream: Unified activity feed across all communications
Compliance Engine: Automated surveillance and moderation
Data Lake: Central repository for all structured and unstructured data
Integrations
CRM/Portals: Microsoft Dynamics, Salesforce, Redtail, etc.
Networks: LinkedIn, Facebook
This document provides an overview of measuring social media engagement. It discusses how traditional media metrics differ from social media metrics. It outlines a three step process for measuring social media: 1) define goals and objectives, 2) identify participants and their roles, 3) identify key performance indicators to track engagement. Specific metrics for platforms like Twitter, Facebook, and videos are also described. The document emphasizes the importance of listening, engaging audiences, and measuring metrics that map to business goals.
Social media is growing rapidly and having a significant impact on consumer behavior and marketing. Brands must start listening on social media to understand their markets and develop social media strategies to achieve business goals. An effective strategy requires coordinating brand efforts, creating engaging content, selecting appropriate platforms, and using tools to manage social branding. Business objectives for social media could include increasing brand adoption, supporting customer service, conducting research, and growing brand awareness.
This document provides a 3-step process for engaging with social networks: 1) Find where your customers are active online through services like Cision that profile influential social networks, 2) Engage with conversations on these networks by providing valuable information and joining as an authentic participant, and 3) Track your success through metrics like increased followers and engagement on created networks or participation in others. Large companies that have succeeded in social media are also discussed.
Marketing Mix Extended:building a competitive scenario from Web 2.0GoWireless
1) The document proposes a marketing mix approach that extends traditional direct marketing to incorporate word-of-mouth (WOM) initiatives leveraging social networking.
2) It recommends identifying influential customers to target in a WOM campaign and measuring the resulting buzz, advocacy, and conversations generated through amplification over multiple generations of influencers.
3) The proposal estimates that targeting 10,000 influencers in a 6-week WOM campaign could generate nearly 50,000 conversations and nearly 5,000 new customers through trial conversions and amplification effects.
Social media even in crisis is strategicLucio Ribeiro
The document discusses strategic social media. It notes that social media was not created for business purposes but can be used that way. It addresses issues like social media fragmentation and the need for centralization. Developing a social media strategy involves using data, understanding audiences, considering all options, and incorporating business strategy. Social media is likened to farming rather than hunting, emphasizing relationship building over pushing messages. Crisis response on social media should streamline channels and reduce friction. Finally, the document outlines how different departments like marketing, R&D, customer support, and sales can utilize social media through blogs, communities, monitoring, and more.
The document discusses social media use for businesses. It is a summary of a meeting between Kinship Digital, a social media consultancy, and CEOs. The meeting covered why Australians are addicted to social media, the consequences for businesses and executives, and a strategic view of social media internally and externally. Case studies were also reviewed that deliver a return on investment from social media use.
Community and customer service are closely intertwined. Community managers gain insights from customer service to better understand customers and improve the community experience, while customer service benefits from the feedback and engagement fostered in online communities. The two work together to provide excellent customer experiences.
Qantas Grounding Takes Off in Social MediaiGo2 Pty Ltd
When Qantas Airways grounded its fleet in a dispute with unions it ultimately effected 110,000 travelers world-wide. The event caused a social media storm, and we track some of that in this analysis. The question is now, will Qantas step up to the plate and transform itself from a social brand into a social business in order to help it's recovery?
This document provides an agenda for a presentation on social media security and compliance for financial services firms. The presentation will cover introducing social media and its growing importance, regulatory issues, and steps firms can take to implement social media safely. It also profiles the speaker and her company Actiance, which provides social media compliance tools and services. Actiance helps over 100,000 users at hundreds of financial firms integrate social media while meeting regulations.
Corporate Social Media by Burson-MarstellerDavid H. Rosen
The document discusses the rise of social media and its impact on corporate communications. It notes that social media has leveled the playing field by allowing anyone to broadcast their message to millions, unlike in the past where only large companies could do so. It also discusses how this has created new challenges for companies, such as measuring the changing media landscape, steering management through changes, upgrading public relations, shielding from threats, equipping non-PR staff, training on best practices, helping other functions evolve, and tying metrics to business outcomes. The document advocates an evidence-based approach to social media that addresses these challenges.
This document discusses the benefits of social marketing for brands during an economic recession. It notes that consumers increasingly rely on word-of-mouth recommendations from other consumers when making purchase decisions. As such, social media allows brands to precisely target consumers and improve accountability, budget optimization, and effectiveness. The document also highlights how social marketing provides measurable returns on investment through increased awareness, customer acquisition, lead generation, and engagement. It argues that social media should be a priority for marketing budgets during an economic downturn as it offers cost-effective alternatives to traditional advertising.
Op 21 en 22 maart 2012 is bijgaande presentatie gegeven tijdens het Digital Marketing Live event van Emerce. Via Lectric opleidingen treft u meer informatie aan over sociale media trainingen.
"Healthcare and Financial Services" - Blue Cross Blue Shield Social MediaChicago AMA
The document summarizes the social media strategies and initiatives of an insurance provider over the past year. Key points include:
1) Social media platforms are converging into an integrated system to increase reach and engagement by 2020.
2) The insurance provider saw growth in members using online tools and mobile apps, with over 13 million portal logins and 30,000 downloads of a provider app.
3) On social media, the provider launched Spanish-language pages and saw a 70% increase in Facebook fan engagement. Customer service also addressed a rising volume of issues on Twitter and Facebook.
4) Moving forward, the provider will focus on enhancing the member experience through social customer service, wellness programs, and
Today Social Media is witnessing a rise in customer participation leading to an equivalent rise in social media applications for customer service. Therefore, organizations need an actionable framework that can respond efficiently and proactively to customer requests and unmet needs.
This presentation focuses on the following
Listening to the entire universe - Why is it important and how should it be approached?
Understanding and measuring customer experience through social media – the possibilities today
Enabling ongoing social media engagement for improving customer experience
Jussi-Pekka Erkkola (Nokia) presentation in N2 Social Media Hub on 31.3.2011.
http://facebook.com/N2SocialMediaHub
Attend the next Social Media Hub: http://bit.ly/socialmedia2011
The document discusses using social media to plan and promote events. It provides an overview of major social media platforms like Facebook, Twitter, and LinkedIn and how they can be utilized throughout the event lifecycle, from the planning phase to promotion to post-event follow up. When combined with event marketing tools, social media allows events to be effectively planned, promoted to gain interest and attendance, and discussed after the fact to continue engagement.
INTEGRATED MARKETING - GETTING IT RIGHTHnyB Untangle
Social Media Strategy & Delivery for Business. HnyB Untangle – A Specialist Social Branding and Promotion Company delivering Social Branding, Social Advertising, Social Marketing and Social PR solutions.
HnyB Untangle is an agency fuelled by passion to create brands which are loved by people and is driven by smart thinking.
HnyB Untangle engage Social Branding opportunities with innovative solutions crafted to produce measurable results.
HnyB Untangle's brand of creative strategic solutions are defined by our people, our processes, our network and exhaustive experience of our team.
- The document discusses the evolving landscape of communication and media technologies, which are providing new marketing and PR opportunities.
- It emphasizes the importance of social media monitoring to understand conversations about your brand and identify influencers and emerging issues.
- Effective social media strategies require defining goals, understanding audiences, and leveraging insights from conversations.
Brandwatch, Radian6, Alterian SM2, Attensity360, Social Radar, Sysomos, Scout Labs, Synthesio, and Peer Index are nine social media monitoring tools that were tested to assess how effectively they can identify influencers on the topic of organic baby food. The tools were evaluated based on their abilities to pick out influential forum posters and bloggers discussing organic baby foods across various parenting sites and social media platforms. The report provides reviews of each tool's capabilities and limitations in identifying influencers for a brand manager.
Unpacking the social media phenomenon: towards a research agendaAndrey Markin
You can access PDF here http://busandadmin.uwinnipeg.ca/silvestrepdfs/PDF04.pdf
In this paper, we highlight some of the challenges and opportunities that social media presents to researchers, and
offer relevant theoretical avenues to be explored. To do this, we present a model that unpacks social media by using
a honeycomb of seven functional building blocks. We then examine each of the seven building blocks and, through
appropriate social and socio-technical theories, raise questions that warrant further in-depth research to advance
the conceptualization of social media in public affairs research. Finally, we combine the individual research questions
for each building block back into the honeycomb model to illustrate how the theories in combination provide a
powerful macro-lens for research on social media dynamics
When you start with social media the following 8 steps can help you to define your Strategy, Resources, Content, Organisation. Be welcome to share this presentation on Social Media, Strategy, Business, Community Management, content management.
This document discusses bonded labor conditions amongst brick kiln workers in India. It notes that over 5 million seasonal migrant workers and their families work in brick kilns across the country, often taking out advances from contractors that keep them in debt bondage, without access to education, healthcare or other public services. The document outlines interventions like organizing for higher wages, advocating for access to services, and case work to secure back wages and release workers from bondage, but challenges include uniting diverse groups, owner retaliation, and state apathy.
For some one,who have some consciousness towards their nation,being worried about the problems,the nation INDIA is facing.....this one will help them for sure.
Social media even in crisis is strategicLucio Ribeiro
The document discusses strategic social media. It notes that social media was not created for business purposes but can be used that way. It addresses issues like social media fragmentation and the need for centralization. Developing a social media strategy involves using data, understanding audiences, considering all options, and incorporating business strategy. Social media is likened to farming rather than hunting, emphasizing relationship building over pushing messages. Crisis response on social media should streamline channels and reduce friction. Finally, the document outlines how different departments like marketing, R&D, customer support, and sales can utilize social media through blogs, communities, monitoring, and more.
The document discusses social media use for businesses. It is a summary of a meeting between Kinship Digital, a social media consultancy, and CEOs. The meeting covered why Australians are addicted to social media, the consequences for businesses and executives, and a strategic view of social media internally and externally. Case studies were also reviewed that deliver a return on investment from social media use.
Community and customer service are closely intertwined. Community managers gain insights from customer service to better understand customers and improve the community experience, while customer service benefits from the feedback and engagement fostered in online communities. The two work together to provide excellent customer experiences.
Qantas Grounding Takes Off in Social MediaiGo2 Pty Ltd
When Qantas Airways grounded its fleet in a dispute with unions it ultimately effected 110,000 travelers world-wide. The event caused a social media storm, and we track some of that in this analysis. The question is now, will Qantas step up to the plate and transform itself from a social brand into a social business in order to help it's recovery?
This document provides an agenda for a presentation on social media security and compliance for financial services firms. The presentation will cover introducing social media and its growing importance, regulatory issues, and steps firms can take to implement social media safely. It also profiles the speaker and her company Actiance, which provides social media compliance tools and services. Actiance helps over 100,000 users at hundreds of financial firms integrate social media while meeting regulations.
Corporate Social Media by Burson-MarstellerDavid H. Rosen
The document discusses the rise of social media and its impact on corporate communications. It notes that social media has leveled the playing field by allowing anyone to broadcast their message to millions, unlike in the past where only large companies could do so. It also discusses how this has created new challenges for companies, such as measuring the changing media landscape, steering management through changes, upgrading public relations, shielding from threats, equipping non-PR staff, training on best practices, helping other functions evolve, and tying metrics to business outcomes. The document advocates an evidence-based approach to social media that addresses these challenges.
This document discusses the benefits of social marketing for brands during an economic recession. It notes that consumers increasingly rely on word-of-mouth recommendations from other consumers when making purchase decisions. As such, social media allows brands to precisely target consumers and improve accountability, budget optimization, and effectiveness. The document also highlights how social marketing provides measurable returns on investment through increased awareness, customer acquisition, lead generation, and engagement. It argues that social media should be a priority for marketing budgets during an economic downturn as it offers cost-effective alternatives to traditional advertising.
Op 21 en 22 maart 2012 is bijgaande presentatie gegeven tijdens het Digital Marketing Live event van Emerce. Via Lectric opleidingen treft u meer informatie aan over sociale media trainingen.
"Healthcare and Financial Services" - Blue Cross Blue Shield Social MediaChicago AMA
The document summarizes the social media strategies and initiatives of an insurance provider over the past year. Key points include:
1) Social media platforms are converging into an integrated system to increase reach and engagement by 2020.
2) The insurance provider saw growth in members using online tools and mobile apps, with over 13 million portal logins and 30,000 downloads of a provider app.
3) On social media, the provider launched Spanish-language pages and saw a 70% increase in Facebook fan engagement. Customer service also addressed a rising volume of issues on Twitter and Facebook.
4) Moving forward, the provider will focus on enhancing the member experience through social customer service, wellness programs, and
Today Social Media is witnessing a rise in customer participation leading to an equivalent rise in social media applications for customer service. Therefore, organizations need an actionable framework that can respond efficiently and proactively to customer requests and unmet needs.
This presentation focuses on the following
Listening to the entire universe - Why is it important and how should it be approached?
Understanding and measuring customer experience through social media – the possibilities today
Enabling ongoing social media engagement for improving customer experience
Jussi-Pekka Erkkola (Nokia) presentation in N2 Social Media Hub on 31.3.2011.
http://facebook.com/N2SocialMediaHub
Attend the next Social Media Hub: http://bit.ly/socialmedia2011
The document discusses using social media to plan and promote events. It provides an overview of major social media platforms like Facebook, Twitter, and LinkedIn and how they can be utilized throughout the event lifecycle, from the planning phase to promotion to post-event follow up. When combined with event marketing tools, social media allows events to be effectively planned, promoted to gain interest and attendance, and discussed after the fact to continue engagement.
INTEGRATED MARKETING - GETTING IT RIGHTHnyB Untangle
Social Media Strategy & Delivery for Business. HnyB Untangle – A Specialist Social Branding and Promotion Company delivering Social Branding, Social Advertising, Social Marketing and Social PR solutions.
HnyB Untangle is an agency fuelled by passion to create brands which are loved by people and is driven by smart thinking.
HnyB Untangle engage Social Branding opportunities with innovative solutions crafted to produce measurable results.
HnyB Untangle's brand of creative strategic solutions are defined by our people, our processes, our network and exhaustive experience of our team.
- The document discusses the evolving landscape of communication and media technologies, which are providing new marketing and PR opportunities.
- It emphasizes the importance of social media monitoring to understand conversations about your brand and identify influencers and emerging issues.
- Effective social media strategies require defining goals, understanding audiences, and leveraging insights from conversations.
Brandwatch, Radian6, Alterian SM2, Attensity360, Social Radar, Sysomos, Scout Labs, Synthesio, and Peer Index are nine social media monitoring tools that were tested to assess how effectively they can identify influencers on the topic of organic baby food. The tools were evaluated based on their abilities to pick out influential forum posters and bloggers discussing organic baby foods across various parenting sites and social media platforms. The report provides reviews of each tool's capabilities and limitations in identifying influencers for a brand manager.
Unpacking the social media phenomenon: towards a research agendaAndrey Markin
You can access PDF here http://busandadmin.uwinnipeg.ca/silvestrepdfs/PDF04.pdf
In this paper, we highlight some of the challenges and opportunities that social media presents to researchers, and
offer relevant theoretical avenues to be explored. To do this, we present a model that unpacks social media by using
a honeycomb of seven functional building blocks. We then examine each of the seven building blocks and, through
appropriate social and socio-technical theories, raise questions that warrant further in-depth research to advance
the conceptualization of social media in public affairs research. Finally, we combine the individual research questions
for each building block back into the honeycomb model to illustrate how the theories in combination provide a
powerful macro-lens for research on social media dynamics
When you start with social media the following 8 steps can help you to define your Strategy, Resources, Content, Organisation. Be welcome to share this presentation on Social Media, Strategy, Business, Community Management, content management.
This document discusses bonded labor conditions amongst brick kiln workers in India. It notes that over 5 million seasonal migrant workers and their families work in brick kilns across the country, often taking out advances from contractors that keep them in debt bondage, without access to education, healthcare or other public services. The document outlines interventions like organizing for higher wages, advocating for access to services, and case work to secure back wages and release workers from bondage, but challenges include uniting diverse groups, owner retaliation, and state apathy.
For some one,who have some consciousness towards their nation,being worried about the problems,the nation INDIA is facing.....this one will help them for sure.
This document discusses social change in contemporary India. It covers types of social change such as evolution, process, and revolution. Factors affecting social change are also examined, including technological factors like India's ranking in information technology and demographic factors such as population distribution across age groups. The document also explores cultural factors influencing social change, as well as economic and legislative factors. Modernization and globalization are defined as composite concepts relating to adopting modern ways of thinking and international integration, respectively.
The document discusses various methods for separating mixtures into their pure components. It describes techniques such as handpicking, threshing, winnowing, sieving, sedimentation, decantation, loading, filtration, evaporation, and condensation. These separation methods rely on differences in properties like size, density, solubility between the components in a mixture. Proper separation techniques allow useful pure substances to be obtained from naturally occurring mixtures.
Modernization the process of social change and development with reference to ...shakirsoc
Modernization is the process of social change and economic development. Development and social change are dependent on economic growth as people are both social and economic beings. Key factors that drive modernization and economic development include discoveries, inventions, industrialization, transportation/communication improvements, and the diffusion of ideas and technologies between societies. Modernization involves the transition from simple to complex social and economic systems, from agriculture-based to industry-based economies, and increasing application of scientific knowledge.
The document discusses the status and treatment of women in India throughout history. It notes that while women had equal status with men in ancient times, their status deteriorated during the medieval period with practices like child marriage and sati becoming common. In modern India, women have achieved high political positions but still face many issues including crimes like acid attacks, dowry demands, child marriage, domestic violence, and sexual harassment. The document outlines some of the historical practices affecting women and ongoing concerns regarding their health, safety, and well-being.
This document summarizes sanitation issues and practices in India. It discusses how sanitation is an important determinant of quality of life and development. It outlines government sanitation programs and policies at rural and urban levels aimed at improving access to toilets and sanitation facilities. Key issues discussed include lack of access for rural and urban poor, as well as best practices in community-led total sanitation programs.
This document provides an overview of sanitation issues around the world and in India specifically. Some key points:
- Globally, 61% of people had access to basic sanitation in 2008, while 40% lacked access to improved sanitation facilities. Inadequate sanitation increases disease incidence.
- In rural India, open defecation is common and poses health risks. Diarrhea is a major killer of children under 5. Lack of sanitation also impacts education and economic productivity.
- Urban India faces challenges of sanitation access in slums and safe disposal of human waste. Programs like Nirmal Shahar Puraskar aim to recognize best practices in urban sanitation.
The document discusses the status of women in India from ancient times to the present. It begins by noting that women had equal status with men in ancient India and held prominent positions, but their status deteriorated during the medieval period with the rise of practices like sati and child marriage. While women excelled in some fields, gender inequality increased under British colonial rule and the introduction of practices like purdah. Reformers in the 19th century worked to improve conditions for women. The document then outlines continuing issues related to health, education, employment, and violence facing women in India today despite constitutional guarantees of equality and women's advancement in some areas.
This document summarizes Enterprise 2.0, which refers to the use of social media, cloud computing, and mobile technologies by organizations. It discusses how these tools allow for increased collaboration, communication, and knowledge sharing within and outside organizations. While offering opportunities, Enterprise 2.0 also presents risks that must be managed through training and governance policies. The document provides examples of how different business functions can utilize Enterprise 2.0 and stresses the importance of monitoring and analytics to understand impacts and inform strategies.
The document discusses Dell's strategy for building and sustaining online communities. It describes how Dell established a centralized Social Media and Community team to embed social media into the company. The team focuses on listening to customers, training employees, and establishing governance and metrics for online communities.
Act six principles digital marketing reg rep 7 18Belbey
This document outlines six principles for social media success in financial services based on case studies, trends, and regulatory requirements. It discusses the state of social media adoption in financial services and how firms can develop a social media strategy. The six principles are: having a clear social media strategy, developing personal brands for employees, providing relevant content to audiences, listening to customers and monitoring conversations, responding to customers in a timely manner, and ensuring compliance with all regulations. The document provides examples from companies like Baird and Movenbank to illustrate how these principles can be applied.
From Campaigns to Community: Building Sustained Community EngagementDell Social Media
This document discusses building sustained community engagement through social media. It begins by discussing how trade was originally based on dialogue and relationships, but the Industrial Revolution ushered in an age of mass production, markets, and communication. Social media has grown enormously in the past decade. The document outlines Dell's journey with social media and how it can be useful across the customer lifecycle. It discusses the importance of building internal communities among employees and providing training. Finally, it provides guidance on planning for community engagement by articulating goals, researching customer needs, and prioritizing opportunities.
The document discusses Dell's journey with social media and online communities. It summarizes that (1) Dell has established a Social Media and Community team to embed social media into the company, (2) Dell uses a holistic approach with centralized and distributed social platforms and tools to engage internal and external communities, and (3) Dell measures the business value and return on investment of social media across the customer lifecycle from awareness to support to sales.
The document discusses Dell's journey with social media and online communities over the past 5 years. It summarizes Dell's approach as embracing social media revolution and evolution by (1) establishing a centralized Social Media and Community team, (2) focusing on listening as the heart of its strategy, (3) creating a Social Media and Community University to train employees, and (4) developing tools like IdeaStorm and internal collaboration platforms. The document also notes Dell's focus on balancing business goals with customer needs and prioritizing engagement initiatives based on opportunities.
Case Study: Six Principles for Social Success in Financial Services
Presented by: Joanna Belbey, Social Media and Compliance Specialist, Actiance, Inc
www.bdionline.com
Gaining and Maintaining a Competitive Advantage with SOCIAL MEDIA (WSI - Cyprus)WSI (Cyprus)
You keep hearing about social media and how it's spreading like wildfire. But as a business
person with a crazy schedule - saddled with the added stress of rocky economic times and a
shrinking marketing budget - you need to know: Is there any real business value to social media,
or is it mostly buzz? And if there's value, how on earth will I have time to learn it and use it
effectively?
Using Social Media To Make Your Event SuccessfulRun2LIVE, Inc.
16 page report on developing a Social Media plan that will make your next event a success. The report discusses the stages of planning and goal setting and which social media tools to use.
Enterprise social media for business managersRimjhim Ray
Enterprise 2.0 utilizes social media to transform communication within an organization from broadcasting to collaboration. It creates an ecosystem connecting internal stakeholders like employees as well as external stakeholders like customers and suppliers. Key aspects of Enterprise 2.0 include using tools like blogs, wikis, social networks and microblogging to enable open, multidirectional and context-driven communication across organizational boundaries. Successful implementation requires selecting the right social media tools based on objectives, audience and content, and developing strategies for both internal collaboration and knowledge sharing as well as external engagement.
Social media strategy and planning waukesha county business allianceWendy Soucie
Wendy Soucie, certified social media strategist, www.wendysoucie.com, presented to the Waukesha County Business Alliance on strategy and planning social media engagements. The examples included B2B, B2C, B2W, Non Profit and small business.
Browne & Mohan consultants provide the following recommendations for developing an effective B2B social media strategy:
1. Define clear objectives for social media engagement focused on influencing sales, awareness, or buzz. Ensure content aligns with brand values.
2. Identify preferred content formats like video, whitepapers, or blogs based on the target audience and objectives.
3. Customize content for specific social media platforms based on user characteristics and preferences on each platform.
4. Leverage both in-house and external resources to generate sufficient, high-quality content while maintaining neutrality.
5. Engage multiple organizational levels and ecosystem partners in an active engagement cycle to benefit from scale
The document discusses social media analysis of the Rugby World Cup Twitter account @RugbyWorldCup. It provides statistics on the account's followers, most influential followers, social media footprint, country distribution of followers, and analysis of its YouTube channel. The presentation also discusses iGo2 Group, a social business solutions company, and how it can help organizations leverage social media through strategies, intelligence, and community building.
Presented at Measurement.ie 15th Feb 2012 by Gina Bowes (Glanbia Digital Communications Manager).
Contact: gina.bowes@gmail.com
Sources & images sourced where possible.
Demonstrate ROI from successful completion of Social Media Strategies Training for Key PHFH personnel such as the ability to continuously raise awareness of the work Habitat delivers to the local community and the great need that continues to exist mobilizing target audiences to action: donate, volunteer, advocate.
Permanently disabled jockey fund social media planrlabeck
The document proposes a new social media strategy for the Permanently Disabled Jockey Fund (PDJF) to improve engagement and increase donations. It recommends strengthening relationships between industry and fans, increasing transparency of the charitable cause, and leveraging technology. The strategy involves using a hub-and-spoke model with the PDJF website as the central hub linked to other social media presences. It also uses a time and attention matrix to determine the best platforms based on content longevity and user attention. The goal is to enhance sport/fan relationships, increase charity awareness and donations, and foster collaboration across the horse racing industry.
A keynote talk by Dave Chaffey at Technology for Marketing and Advertising 2012 in London. Explains 7 Steps for creating an integrated social media strategy based around the Smart Insights
Los Nuevos Canales de contacto con el cliente están cambiando. Anatomía del S...Mundo Contact
This document summarizes recent trends in social media research. It discusses how social media is changing the way companies interact with customers. Research shows that people are actively using social media platforms like Facebook and Twitter. The document also outlines key metrics companies can use to measure the impact of social media engagement, including communication metrics, awareness metrics, cost savings, and revenue metrics. It emphasizes the importance of having a social media strategy to participate in online conversations about a company or brand.
Similar to Social Cri Religence Confidential Part 1 (20)
2. There’s advantage to be won in the
Social Media Wild, Wild West…
The playing field is tilted in favor of those who act:
1% of customer conversations (in public social media) are
assimilated as organizational knowledge
9% touch the organization, but no learning occurs
90% never touch the organization
2009 Consortium for Service Innovation
Customer feedback in general is not much better, but
at least how invisible customers are here is private:
95% collect customer feedback (by various means)
50% alerted staffs
30% used insight gained
10% made improvements
5% told customers of the changes made
2001 Gartner Referenced Study
79% of executives have only superficial Win advantage
understanding of their customers
2006 IBM Study in three ways…
2
3. (1) Build value-creating communities…
Three aspects of value are required for a community to BE.
Initiatives—what the community DOES beyond being—
build more value and increase participation/engagement.
Reputation/ Promise:
Affinity or reason to be affiliated with
the community and/or the sponsor(s) BRAND
VALUE Community
Delivery/ Use: PRODUCT
Value
Communication of
information of interest VALUE
Community Experience:
Interactions, enabled RELATIONSHIP VALUE
by technology
------------------------------------
Community Initiatives: Support, Evangelize, Collaborate
4. (2) Understand relationships better than
competitors do. And (3) act on that
inside intelligence to
• Take Real-Time Operational Control: Paradoxically,
in an environment where things look even more out of
control than usual and what happens is public
knowledge, winners can have more control and
proactively influence outcomes through communities.
• Monetize Communities: Winners can tie the individual
relationships developed through social media and
purposeful communities to profit and other positive
outcomes/patterns—to repeat success.
• Gain Sustainable Competitive Advantage: Winners
can turn a data overload into actionable, proprietary
intelligence to manage with a relationship development
KPI and leading indicator for profit and satisfaction.
v
Who wins…
5. 1. Social Media Wild, Wild West Winners
Technology Companies Who Enable Data Access and
Delivery in Real Time and Companies Who Provide the
Technologies, Business Methods, and Analytics
Critical to Social Media and Communities. Obviously.
These are the winners, no matter what. They can be
bigger winners if they act to
• Innovate/collaborate with their customers/user groups on
new approaches in the next generation of technology.
• Leverage their customer base/user group relationships
to develop more business, other markets.
• Build upon their customer base/user groups in
Stakeholder Communities to incorporate other
relationships critical to their company’s success.
.
6. 2. Social Media Wild, Wild West Winners
3rd-Party Community Players Who Collaborate with
Stakeholder Community Marketers. They will act to use
3rd-Party Communities to
• Become part of the Stakeholder Community workflow.
• Measure and manage their part of the relationship
development process and hand off interaction flows.
• Add value with benchmark data and pattern analysis.
Who Plays:
• Public and Private Label Media Companies who
transform their content and conference businesses.
• Niche Marketers who own a market segment and the
associated thought leadership.
7. 3. Social Media Wild, Wild West Winners
CMOs and the CFOs Who Collaborate with Them. They
will act to use Stakeholder Communities to:
• Take responsibility for retention where the money is.
• Own all of the relationships that matter for the success of
the company. Leverage individual interaction flows.
• Use a KPI to measure and then manage relationship
development for their company’s competitive advantage.
• Tie individual relationships to profit and other positive
outcomes/patterns to repeat success.
• Pilot real-time operational control for the Enterprise by
starting in communities where relationships are king and
social media and communities have paved the way for
integration of Acquisition/ Closing/ and Retention.
8. Why Stakeholder Communities Matter:
1. A Stakeholder Community can be a hub for critical
interactions with customers and other key
stakeholders.
Social
Networks: Communities
Links,
WOM,
Search
fed by Social
Networks,
Social Media
and Traditional
3rd Party Stakeholder Traditional
Direct
Community:
Links, WOM,
Search, Leads, Community
Direct Marketing
Tactics: Marketing
Conferences,
Interaction Flows,
Benchmark Data
Tactics
Events, Surveys Tactics are
critical in
executing a
customer
3rd Party Communities Social Media
Tactics: relationship
collaborate with marketers Blogs, Tweets,
RSS Feeds, strategy and
in Stakeholder Communities, WOM, Wikis,
YouTube
creating value.
becoming part of their workflow.
9. 2. A Stakeholder Community can fulfill a variety of
strategic purposes through its initiatives.
# Purpose Support Evangelize Collaborate
1 Solidify/invigorate your base/stimulate referrals X X X
2 Innovate/ collaborate on new approaches X X
3 Monitor trends/ refine messaging X
4 Enable self help to solve problems X X
5 Enable self help to expand use X X X
6 Build support for a cause/ an idea X X
7 Raise money/ resources X X X
8 Help members keep on a program/ path X X
9 Build a body of knowledge X
10 Respond to a social/ business need X X X
11 Make better use of resources X X
12 Change the rules/ world X X
13 Foster peace/ understanding X X X
14 And more… X X X
9
10. 3. A Stakeholder Community is not only a critical place
to leverage relationships and their interaction flows
to build marketplace buzz and momentum, it has the
potential to be the center for corporate governance.
What does it take to set
Employees/ up a community to
Partners/ measure and manage
Supply
Chain the data to achieve the
operational control
necessary?
What forces are at play
Stakeholder to make communities
Community such a logical place
Participants to pilot real-time
External
Suspects/ corporate
Influencers/
Interested
Prospects/
Customers
governance…
Parties
11. Real-Time Operational Control
Takes the Relevant Intelligence of Social CRI.
• A unifying CRI FRAMEWORK to manage Acquisition, Closing,
and Retention as a continuum. (Social media and communities are
driving integration of the Marketing, Sales, and Customer Service silos.
That reality and that many of the interactions are already digital makes
measuring and managing communities a logical place to begin.)
• Consistent relationship METRICS to track relationships and
their interaction flows. (Interactions, Interaction Costs, and the KPI for
relationship development—Relationship Value—measure relationships
in communities and in all other tactics for strategy execution as well.)
• A deliberate, systematic PROCESS using the unifying
framework and metrics to build profitable relationships and create value.
(The value created in communities helps execute customer relationship
strategies for segments with profit improvement potential. It is a natural
next step to expand the process beyond communities to other tactics.)
11
12. A Unifying
CRI FRAMEWORK
To Measure and Manage
Real-Time Community
Relationship
Development
Relationship development is the most important thing that people on the frontline in the
Marketing, Sales, and Customer Service silos do. Yet typically, the silos are managed
discreetly instead of being aligned behind a common strategy and managed explicitly
for relationship development. Communities can be welcome process change agents.
12
13. Unifying CRI Framework, Consistent Metrics,
and Deliberate, Systematic Process
From Communities to the Enterprise
Enterprise CRI
CRI
Segments
Blah
Social CRI Blah
Blah Communities
Social Media Wild, Wild West
BlahBlahBlah Rules
13
14. Operational Control for
Frontline Staff and Managers in 3rd-Party
and Stakeholder Communities:
Operational Social CRI (Community Relationship Intelligence) can answer:
• What is happening right now with individual community
members? At what cost? For what effect?
• How does the community member experience
compare to previous successful patterns? Real-Time
• What is best to do next to develop the Dynamic Patterns
community member relationship?
• What is the most profitable action to take?
• How well is this process working Real-Time
Decisions
in real time?
14
15. Operational Control for Executives:
Enterprise-level operation control rolls up from business units--which roll
up from channel/product group combinations--which roll over from
Stakeholder Communities. Operational control comes from where the
action is as relationships are developed. Operational Social CRI
(Community Relationship Intelligence) paired with CRI can help answer:
• Where are you making more money?
• Are you growing high-value customers? Real-Time
Dynamic Patterns
• Are Communities making a difference?
• How well are you driving profit and satisfaction?
• How can you achieve sustainable
competitive advantage? Real-Time
$ Decisions
• How can you repeat success? Real-Time
Profit Results
• Where should you focus next?
15
17. Three Reasons Why Religence to Win
in the Social Media Wild, Wild West
1. Social CRI (Community Relationship Intelligence):
A component of the Religence Framework for CRI, a
business method to help you make sense of the data to
• Achieve real-time operational control,
• Tie the relationship development process to profit,
• Deliver sustainable competitive advantage.
2. Track Record in Building Successful Communities:
Our engagement rate is three times the accepted norm
because ours typically are purposeful communities with
strong leadership and organizational infrastructure.
3. Our Experienced Cross-Functional Consulting
Team: We bring Marketing, Finance, and Operations to
the table—and on the same customer-focused plate.
18. Want to know more about
Social CRI and Enterprise CRI?
More Resources in Social CRI Part Two:
• Drill down more in the Religence Framework for Social CRI and
Enterprise CRI—the FRAMEWORK, METRICS, and PROCESS.
• Walk through a Value Creation Mapping example for a
Community Collaboration Initiative.
Resources Elsewhere:
• Take a look at our CEO’s new book on Customer Relationship
Intelligence at www.CRIbook.com.
• Review the Next-Generation Thought Leadership Papers and
extensive CRI Reference Section and FAQ Section at
www.religence.com.
• Join the CRI Community at www.CRIcommunity.com.
• Ask about Executive Briefings and Workshops.