Effective tips and techniques on how to use social media for branding. How to ensure your brand does not get lost among the thousands of brands competing for attention in the social media space.
This is a high level synopsis of the book, Smart Business, Social Business: A Playbook for Social Media in Your Organization by Michael Brito (@britopian)
The brands that actively involve their audiences in the creation of value are best placed to succeed in an ever-more connected world. This eBook from We Are Social presents a series of provocations to help you define your brand’s approach to this connected future, and helps you to start bringing that vision to life today, by building a truly social brand.
Top 10 Global Future Trends 2015 - Roger James HamiltonRoger Hamilton
Slides from the Top 10 Trends 2014 Europe Tour, hosted in London, September 2014. How will the waves of the future impact your business? Join Roger James Hamilton in upcoming events and entrepreneur accelerators around the world at http://www.rogerjameshamilton.com
How to Grow an Ad Agency: A Story of Vision, Culture, Reinventionedward boches
Talk given to Magnet, a community of the world's most successful, independent advertising and marketing agencies on how Mullen grew from a small, regional boutique to an integrated, global, progressive advertising agency. A story about vision, culture and reinvention.
This is a high level synopsis of the book, Smart Business, Social Business: A Playbook for Social Media in Your Organization by Michael Brito (@britopian)
The brands that actively involve their audiences in the creation of value are best placed to succeed in an ever-more connected world. This eBook from We Are Social presents a series of provocations to help you define your brand’s approach to this connected future, and helps you to start bringing that vision to life today, by building a truly social brand.
Top 10 Global Future Trends 2015 - Roger James HamiltonRoger Hamilton
Slides from the Top 10 Trends 2014 Europe Tour, hosted in London, September 2014. How will the waves of the future impact your business? Join Roger James Hamilton in upcoming events and entrepreneur accelerators around the world at http://www.rogerjameshamilton.com
How to Grow an Ad Agency: A Story of Vision, Culture, Reinventionedward boches
Talk given to Magnet, a community of the world's most successful, independent advertising and marketing agencies on how Mullen grew from a small, regional boutique to an integrated, global, progressive advertising agency. A story about vision, culture and reinvention.
Certified Management Accountants of Saskatchewan Social Media PresentationShane Gibson
Certified Management Accountants of Saskatchewan Annual Conference. A social media presentation by Shane Gibson author of Sociable! and Guerrilla Social Media Marketing.
Communicate Your Value - and Brand Yourself to Win (Designer Edition)Eric Weaver
Presentation to the Seattle Graphic Artists Guild on 3/27/13. Audience: design professionals. Topic: learn how to create a personal brand strategy, why it's important, how to create a personal online footprint, best practices and cautionary tales.
From gold lamé to vin rosé, Cannes is a special place indeed.
It’s home to the world’s largest and most revered awards festival for the best creative work in Film, Creative Effectiveness, and more.
The week’s content includes seminars, forums and workshops presented by creative leadership from around the world — both from inside and outside the marketing industry.
We learned of brand experience examples such as the Google Creative Sandbox and the Ipsos Ladies Lounge provided insight and inspiration in a relaxed environment.
Oh — and of course — there was legendary partying in true industry style.
Keynote I delivered at the seminar 'Social Media in Germany' for a group Dutch-German enterpreneurs at the Netherlands General-Consulate in Düsseldorf.
SxSW observations. Privacy comes out of the closet. Digital manufacturing gets accessible. Social responsibility emerges as a cool thing to do. Actions beat advertising when it comes to marketing. And more.
Brands and their partners are becoming more and more effective in the application of psychology when designing their digital experiences. But how should marketers behave and treat this knowledge?
This webinar explores how to navigate the waters of doing what's right for the customer and what's right for your business.
CEO's see themselves as the stewards of reputation of the oganization - they want to turn it over to their successor in a better shape than they received it.
In this slideshow, we highlight research on CEOs and reputation management, pr, crisis communication, employer branding and much more.
Open Brands: How Twitter is Pushing Radical Transparency in Brand ManagementEarthsite
This presentation was delivered as an introduction to a panel on "Open Brands" at the Twitter 140 conference in Mountain View, CA. Representatives from Dominos, JetBlue, Ebay, and Intuit sat on the panel and provided great insights in their corporate use of Twitter. Also, thanks to all the great people who voted for the Open Brand 'unconference' session to make this happen.
Presentation Description: Twitter is pushing radical transparency on brand management. Check out recent corporate case studies in Twitter use, and learn key strategies/practices in Social Media. If you've heard me speak before, I added some new content in this presentation specific for the Twitter audience: Twitter-specific case studies and reorganized/focused slides on the key Twitter concepts. Hope you enjoy it!
Presentation to an audience of senior marketers at a Fortune 50 company. Trends are based on concepts outlined in Social Media Marketing for Dummies and recent events in the digital space
Top 10 USA Business Future Trends 2015 - Roger James HamiltonRoger Hamilton
Slides from the Top 10 Trends 2014 USA Tour, hosted in Los Angeles, August 2014. How will the waves of the future impact your business? Join Roger James Hamilton in upcoming events and entrepreneur accelerators around the world at http://www.rogerjameshamilton.com
Le marche che si impegnano a coinvolgere le persone nella creazione di valore hanno un enorme vantaggio in un mondo sempre più connesso.
Questo eBook offre un'introduzione utile a capire come sviluppare un approccio sempre più legato al futuro dei brand, e permette di iniziare a portare il social thinking al centro della propria marca, costruendo così un verso social brand.
Brands must do better when marketing to women. Women control and influence 65% of consumer spend worldwide (80% in the US). Yet nine out of ten women say advertisers “don’t understand” them). BEYOND PINK suggests ways brands can do better—at understanding women and going “beyond pink” to create the right kinds of experiences to engage them. We drew on latest research as well as the insights of over 60 marketers we gathered on June 6th for a panel with Michelle Cordial of SUBWAY®, Celine del Genes of Reebok, Nancy Go of Wayfair.com and Bernadette King of Procter & Gamble.
Effective Use of Prepaid & Digital Discount Gifting in Card LoyaltyNeissan Monadjem
This is an overview of an eight year loyalty program at Pizza Hut in Brazil (São Paulo). The presentation describes the success of using in a same smart card, the advantage of a digital gifting reward system, together with a simple prepaid program ( HutCash® ). Both resources can be used for the same group of card enrolled clients. Over 100,000 clients have enrolled and over 95 % have been able to enjoy at least one of the benefits. This is an astounding success story for any card based loyalty program in the World. The first public presentation of this slide show was in Las Vegas, on May 14th at the CARTES America Conference, at the Mobile Payment Ecosystem Views program.
Aaron Allen & Associates has curated a collection of modern pizza marketing promotions and campaigns that worked. See examples of effective digital, web, mobile, social, and four-walls marketing. Also includes examples of innovations in packaging, delivery vehicles, online ordering, and turnarounds.
Certified Management Accountants of Saskatchewan Social Media PresentationShane Gibson
Certified Management Accountants of Saskatchewan Annual Conference. A social media presentation by Shane Gibson author of Sociable! and Guerrilla Social Media Marketing.
Communicate Your Value - and Brand Yourself to Win (Designer Edition)Eric Weaver
Presentation to the Seattle Graphic Artists Guild on 3/27/13. Audience: design professionals. Topic: learn how to create a personal brand strategy, why it's important, how to create a personal online footprint, best practices and cautionary tales.
From gold lamé to vin rosé, Cannes is a special place indeed.
It’s home to the world’s largest and most revered awards festival for the best creative work in Film, Creative Effectiveness, and more.
The week’s content includes seminars, forums and workshops presented by creative leadership from around the world — both from inside and outside the marketing industry.
We learned of brand experience examples such as the Google Creative Sandbox and the Ipsos Ladies Lounge provided insight and inspiration in a relaxed environment.
Oh — and of course — there was legendary partying in true industry style.
Keynote I delivered at the seminar 'Social Media in Germany' for a group Dutch-German enterpreneurs at the Netherlands General-Consulate in Düsseldorf.
SxSW observations. Privacy comes out of the closet. Digital manufacturing gets accessible. Social responsibility emerges as a cool thing to do. Actions beat advertising when it comes to marketing. And more.
Brands and their partners are becoming more and more effective in the application of psychology when designing their digital experiences. But how should marketers behave and treat this knowledge?
This webinar explores how to navigate the waters of doing what's right for the customer and what's right for your business.
CEO's see themselves as the stewards of reputation of the oganization - they want to turn it over to their successor in a better shape than they received it.
In this slideshow, we highlight research on CEOs and reputation management, pr, crisis communication, employer branding and much more.
Open Brands: How Twitter is Pushing Radical Transparency in Brand ManagementEarthsite
This presentation was delivered as an introduction to a panel on "Open Brands" at the Twitter 140 conference in Mountain View, CA. Representatives from Dominos, JetBlue, Ebay, and Intuit sat on the panel and provided great insights in their corporate use of Twitter. Also, thanks to all the great people who voted for the Open Brand 'unconference' session to make this happen.
Presentation Description: Twitter is pushing radical transparency on brand management. Check out recent corporate case studies in Twitter use, and learn key strategies/practices in Social Media. If you've heard me speak before, I added some new content in this presentation specific for the Twitter audience: Twitter-specific case studies and reorganized/focused slides on the key Twitter concepts. Hope you enjoy it!
Presentation to an audience of senior marketers at a Fortune 50 company. Trends are based on concepts outlined in Social Media Marketing for Dummies and recent events in the digital space
Top 10 USA Business Future Trends 2015 - Roger James HamiltonRoger Hamilton
Slides from the Top 10 Trends 2014 USA Tour, hosted in Los Angeles, August 2014. How will the waves of the future impact your business? Join Roger James Hamilton in upcoming events and entrepreneur accelerators around the world at http://www.rogerjameshamilton.com
Le marche che si impegnano a coinvolgere le persone nella creazione di valore hanno un enorme vantaggio in un mondo sempre più connesso.
Questo eBook offre un'introduzione utile a capire come sviluppare un approccio sempre più legato al futuro dei brand, e permette di iniziare a portare il social thinking al centro della propria marca, costruendo così un verso social brand.
Brands must do better when marketing to women. Women control and influence 65% of consumer spend worldwide (80% in the US). Yet nine out of ten women say advertisers “don’t understand” them). BEYOND PINK suggests ways brands can do better—at understanding women and going “beyond pink” to create the right kinds of experiences to engage them. We drew on latest research as well as the insights of over 60 marketers we gathered on June 6th for a panel with Michelle Cordial of SUBWAY®, Celine del Genes of Reebok, Nancy Go of Wayfair.com and Bernadette King of Procter & Gamble.
Effective Use of Prepaid & Digital Discount Gifting in Card LoyaltyNeissan Monadjem
This is an overview of an eight year loyalty program at Pizza Hut in Brazil (São Paulo). The presentation describes the success of using in a same smart card, the advantage of a digital gifting reward system, together with a simple prepaid program ( HutCash® ). Both resources can be used for the same group of card enrolled clients. Over 100,000 clients have enrolled and over 95 % have been able to enjoy at least one of the benefits. This is an astounding success story for any card based loyalty program in the World. The first public presentation of this slide show was in Las Vegas, on May 14th at the CARTES America Conference, at the Mobile Payment Ecosystem Views program.
Aaron Allen & Associates has curated a collection of modern pizza marketing promotions and campaigns that worked. See examples of effective digital, web, mobile, social, and four-walls marketing. Also includes examples of innovations in packaging, delivery vehicles, online ordering, and turnarounds.
Sociallybuzz - Domino's Pizza Social Media + Traditional Media Case StudySociallybuzz
The following is a Sociallybuzz case study that used social media and traditional marketing to activate the full potential of all relevant social media networks and communication channels to build the most comprehensive social media presence and community for 48 local Domino's Pizza locations.
iStrategy Toronto Wildfire Social Unleashed keynoteiStrategy
Social Unleashed: Unlocking the Transformative Power of Social Marketing
Jessica Gilmartin, Wildfire
Social media is fast becoming a key element of the total marketing mix, cutting across both online and offline activities. There is huge potential for social marketing to amplify brand awareness, engage consumers, and drive business results – but most brands are just scratching the surface of what’s possible. Jessica Gilmartin, Senior Marketing Director of Wildfire, a division of Google, reveals five keys to unleashing the power of social media. Core concepts include cross-network engagement, harnessing social data, and leveraging social signals across the web. Gilmartin also discusses what the convergence of social, local, and mobile means for marketing strategy, and how to make paid, owned, and earned media work more effectively together.
Visual Brand Guidelines to Manage Social Media AccountsOrigzo
Learn about social media design, content guideline, brand streamline in this visual based PPT. Creating coherent social media guidelines that make top quality content is important. It also lays emphasis on creating uniformity in all of your social media posts so that your brand impression is maintained throughout the web.
Furthermore, various social media branding guidelines are discussed that give valuable information for maintaining consistency in the social media posts.
The Greatest Question Since the Meaning of Life: What is the ROI of Social MediaLumension
Prior to the Web, companies controlled the engagement with their prospects and customers through information. With the advent of the Social Web and introduction of social media, we are no longer in control of the selling process or influencing the buyer. The people are in control. Today, companies must recognize the paradigm shift in the public relations and marketing landscape as Web 2.0 has fundamentally changed the way we connect, communicate and influence our customers, partners, press, analysts, and other industry influencers. In this presentation titled: The Greatest Question Since the Meaning of Life – What is ROI of Social Media?, C. Edward Brice, SVP of Worldwide Marketing for Lumension, will provide real world insight into the following:
• The evolving marketing and PR landscape
• Why marketing MUST use social media
• Lumension’s story
• Key learnings
• Dos and Don’ts
Social Media in Business - Best Practice for EntrepreneursAmar Trivedi
On Thursday 5 April, 2012, I was invited by the New Zealand Centre for Social Innovation (NZCSI) as a Social Media - Expert Witness to present to the Class of 2012 at Social Entrepreneurs School (SES) at Ko Awatea Centre, Auckland.
I had the honour of giving an introductory 90 minute session on Social Media in Business - Best Practice for Entrepreneurs. I titled it Social Media for SOLO-preneurs i.e. entrepreneurs (usually 1-2 person teams) armed with heaps of passion and a business plan to go with it.
I created this presentation mainly in the hope it inspires small businesses and professionals to get started, have a play and explore the vast possibilities (or switch up a marketing gear and take it up a notch or two) with social media.
Q - Who is a Social Entrepreneur?
A - "Social entrepreneurs act as the change agents for communities and society, developing ideas and new approaches, creating and implementing solutions to social problems that change society for the better."
Creating a Social Media Digital Strategy for 2020 and Beyond - what you reall...Doyle Buehler
Creating a Social Media Digital Strategy for 2020 and Beyond - what you really need to know. Social media Marketing Summit social media summit 2019 social media strategy - Doyle Buehler digital strategy
Social Media Summit 2019 - Outline
"Creating a Breakthrough Social Media Digital Strategy for 2020 And Beyond"
Social media is maturing as an industry; it's simply not what it used to be. No longer can you just set up a profile, page or a group and hope that your businesses starts to see the "halo" effects. It is no longer just about your posts and likes. It's not about the number of fans. But, I'm sure you've already realised that, as drops in organic reach continue to slow businesses down.
You're only one click away from your competitors. Businesses without a solid digital strategy for their social media will not be able to breakthrough the clutter and noise of what is there and what is coming.
It's going to be a brave, new digital world in 2020 - but only for those businesses who take the time to create an effective strategy that aligns their value with what their audience is actively seeking to solve their challenges. And, a strategy that helps your business correct itself upright under all conditions that you encounter
is your digital strategy ready to support your business? Now's your chance to find out.
Here's what you will learn:
1. How to create digital 'moments' that moves your customer forward towards action
2. How being only 1º out of alignment will cause havoc to your business future, and how to correct to your true "course"
3. How to create a foundation and a keystone that showcases your real value to your audience
4. How to future-proof your business with a strategic architecture that provides flexibility and fluidity in your business, and gives you the focus to create your own breakthough
5. Social media canvases
6. Make a case study with the digital leadership index
iStrategy London 12 - Products Up - How data boosts your Google revenueiStrategy
Google will merge the Google Product Search and the Google PLA to the new Google Shopping by 2013. This will not only impact you as merchant, but also the search and buying behaviour will shift significantly and shake-up the e-commerce industry. How do you get prepared? How is the new system working and what is the strategy behind the changes?
In this workshop session, Volker Schmidt, CEO at Products Up – the market leader for Google Shopping optimisation – will answer those questions and more, giving you hands-on material and advice to help shape your future e-commerce success.
iStrategy Melbourne - Redefining Commerce in the Age of the Empowered Consume...iStrategy
This session will examine how today's hyper-aware consumer will continue to change the engagement approach of today's organisations. It will focus on the importance of meeting the needs of today's consumer and look at the key imperatives required by marketers to succeed in this ever changing environment by knowing your customer as an individual, creating value at every touch point and being an authentic brand and culture.
iStrategy Melbourne - How the Smartest Brands in the World Use Social Media -...iStrategy
Today’s marketplace is being transformed by social technologies that are reinventing business models, profit centres, and consumer behaviour. This challenge represents an incredible opportunity. Simon Mainwaring, Fortune 50 consultant and New York Times bestselling author of We First (voted Best Marketing Book of 2012 by strategy+business) explains how the most successful brands in the world are using social media to accelerate their brand awareness, profits and positive social impact. Central to Simon’s message is the requirement that brands clearly define their purpose and story in a community-facing way that will resonate on an emotional level with their customers, inspiring them to promote the brand using their own social media. He explains exactly what tools, tactics, and strategies companies like Nike, Coca-Cola and Starbucks use to architect customer communities that then build their business with them.
iStrategy Melbourne - Taking on Asia: the Opportunity For Australian Brands -...iStrategy
As Australian brands face increased pressure from international competitors, the growth opportunities in emerging Asian markets become significantly more appealing, and more accessible than ever before. Asia accounts for half of the global population and has the second-largest nominal GDP of all continents after Europe. With increasing digital connectivity and a maturing online market comparatively untouched by international brands, the world's eyes turn on Asia as the next big thing.
In this session, we’ll together explore a market with multiple languages, currencies and audience behavioural nuances to demystify the opportunity of, and approach to expanding operations in Asian markets. Aligned with Australian strategic expertise, we’ll spark conversation on the common challenges and brand opportunities Asia presents to your brand.
iStrategy Melbourne - Customer Relevance: The Next Frontier for Competitive A...iStrategy
The volume and complexity of digital data today often paralyses companies. With so much to be observed and so many insights to be generated, where should strategic marketers start? According to Jason Juma-Ross, Accenture's Australian Interactive lead, success lies not in generating the 'best' answer, but in getting to a better answer faster than your competitors. Here, he explains how customer relevance, delivered at scale and speed, is the next frontier for competitive advantage.
iStrategy London - B2B Social Media – Moving Beyond the Hype Jeremy Woolf, Te...iStrategy
B2B companies are looking beyond conventional marketingcommunications and using social media to engage directly withtheir audiences, build trust and gather customer insight. Butmany companies are struggling to do this in a meaningful way.They’re prioritising marketing rhetoric over content creation,community building, and problem solving. This means thatbusinesses are missing the opportunity to turn prospects intocustomers and customers into advocates.In this workshop, Text100’s Global Digital and Social Media LeadJeremy Woolf will present the case for B2B social media and amethodology for driving results. The delegation will then be splitinto four groups, each tasked with creatively responding to aB2B social media brief. Text100 experts will guide the groups,with each presenting their strategy back to the delegation.
iStrategy London - Social Commerce: Do Consumers Trust Your Brand? Steve Seme...iStrategy
In a world of increasing consumer expectations for transparency and quality, is your brand trusted? How can you tell? And how might you use social commerce technologies like reviews and discussions to glean insights and provide consumer assurance? Follow case studies on leading global brands like Kraft, Whole Foods and the NFL to see how marketers and e-commerce executives are working to foster trust.
iStrategy London - Social Media: Making it Work Globally and Locally Gemma Tr...iStrategy
A major challenge in social is deciding the right approach to globalising or localising content and conversations. Should brands control social media globally for easier management and brand consistency? Or work on a local level that can be more costly but allows responses to be tailored to local needs and therefore lead to better engagement?
Hosted by Gemma Trippas, Oracle’s Social Partnerships Manager and Jeremie Moritz, Social Media Manager at Pernod Ricard, this session will look at what brands can do to adopt the right balance for their social media efforts internationally, drawing on Pernod Ricard’s vast experience in managing many sub-brands across multiple territories.
iStrategy London - The future of SEO is Content, Social and PPC Mark Iremonge...iStrategy
As the search landscape continues to develop brands need a view of the value SEO can deliver beyond a search ranking. Methods and tactics have moved. How well integrated are you PPC and SEO efforts? Do your social teams talk? Has your brand kept up? Join iCrossing’s Mark Iremonger and Adam Skalak as they paint a picture of the future of SEO – and it's implications for brands and agencies.
Earning Attention Where it Matters Most: The Power & Imperative to Build Bran...iStrategy
Consumers are spending a growing majority of their time engaging and consuming content on their mobile connected devices. Brands are struggling in this attention economy to achieve cut-through, build brand awareness and affinity and deliver relevant, engaging advertising messages to their target audiences. Gavin Stirrat, Managing Director EMEA, at Millennial Media, will outline the reasons why having an integrated mobile strategy is now an absolute imperative to reach consumers. Using relevant case studies, he will outline the key facets that any mobile campaign should include to ensure success. Further insight will also be provided that explains how the unique characteristics of the mobile device can be used to reach the right consumer, in the right place, at the right time.
From Engagement to Intelligence: Striking the Balance in Social Media at the ...iStrategy
Alex Coley, former Head of Digital Services at the Metropolitan Police, talks about how the police use of social media has been transformed in the wake of the riots of last summer. As private and public organisations move towards service models in digital, Alex talks about the difficult balancing act the police face in engaging through social media while also monitoring the same channels for intelligence. From Scotland Yard to the Met Special Operations Room, the Home Office and the Foreign Office, social media has been on a journey in the corridors of power over the last year. This is that story.
How to avoid being a data zombie by Brandwatch iStrategy
Big data can leave you feeling brain dead. What's relevant? What's not? What do to about it? Sometimes it feels like you're mindlessly ploughing through numbers just for the sake of it.
This workshop, led by Brandwatch COO Bryan Tookey, will take you through some examples of big datasets, specifically looking at social media. It will give you the tools to bring your mindless reports and reporting processes back to life.
Key takeaways:
• Spotting reports for reports sake and other big data zombie traps
• How to ensure you are getting value from your big data brains
• Bring your big data back from the dead
3. A typical Marketing Meeting in 2008
We have to start some
Social Media projects –
I have to call our
agency right away!
I read something about
Social Media in the Time
Magazine – we should
integrate our ads there!
Great – I can invite all
my Twitter and
Facebook friends to
join our community!!!
14. WHAT HAVE WE LEARNED
OVER THE YEARS?OVER THE YEARS?
15. 1. Understand the shifting Marketingparadigm
2. Learn about your customers‘ Social Behaviour
3. Understand the DNA of a Social Media Project
4. Learn how to start Social Media4. Learn how to start Social Media
5. Get support on every level!
6. Moderate the crowd!
7. Become relevant offline!
21. B C C B
C
C
Transaction Marketing Relationship Marketing Social Media Marketing
1960 1990 2005
Functional Productbenefit Emotional Productbenefit
+ functional
Social Productbenefit
+ emotional
+ functional
22. BESITZ IST DORT
WO DAS NETZ IST
Quelle: Brand Science Institute 2007: Social Network Communities verändern Freizeit- und Medienverhalten von Jugendlichen N=3411
CONSUMERS LEARN
FASTER TODAY
30. NEVER COPY POPULAR IDEAS!!!
FISH WHERE THE FISH IS…FISH WHERE THE FISH IS…
…, denn jeder Marketing-Euro ist in populären Communities tendenziell mehr wert!
32. If I were an evil genius running a board games
company whose product line spanned everything
from Monopoly to Clue, I might do this: Wait until
someone comes up with an excellent
implementation of my games and does the hard
work of coding and debugging the thing and signing
up the masses. Then, once it got to scale, I’d sweep
in and take it over. NEVER SUE THEM!
34. SUB-BRAND OVER
CORPORATE BRAND
…, da Assoziations-Tiefe/Breite von CB‘s entweder ein sehr
fokussiertes Thema/ oder ein hohes Community-Budget fordern!
71. Conny Kalcher
President Consumer Experiences, LEGO Company
Alex Hunter
Head of Online Marketing for the Virgin Group
Rolf Skyberg
Disruptive Innovator, eBay Inc.
ANY SOCIAL MEDIA
EXPERIENCES?
Simone Brunozzi
Amazon Web Services Evangelist for Europe
Paula Berg
Manager of Emerging Media, Southwest Airlines
Charlie Schick
Editor-in-Chief, Nokia Conversations
EXPERIENCES?
77. Legitimate complainer Needs help with
products or
services or
wants to warn
others
Raises legitimate issue;
may use strong language
but seems open to reason
Solve problems or explain
policies, publicly if
possible
Competitor Want to promote
competing products
Continues to mention
other brands; parrots their
marketing messages
Engage rationally and
respectfully with your
company’s perspective
Type of detractor
Why they
make trouble How to recognize
What you
should do
FIND GOOD WAYS TO SPEAK WITH YOUR
Engaged critic Think they can make
things better
Makes suggestions, not
just complaints; responds
intelligently to others’
criticisms
Create forum to
encourage discussion;
recognize good ideas
publicly
Flamer Like to argue with other
members
Tend to participate in
“flame wars” and may
have specific other
members they target
Refocus discussion on
higher goals of
community
Troublemaker Have a grudge against
company; hope to create
problems
Complains continuously
and cannot be satisfied;
uses incendiary language
Address individually and
privately, if complaints
continue in face of
attempts to resolve,
remove from community
FIND GOOD WAYS TO SPEAK WITH YOUR
SOCIAL MEDIA MEMBERS AND FANS!
Quelle: Forrester
83. HOW CAN SOCIA MEDIA
USERS USE THE
FUNCTIONS ALSO OFFLINE?FUNCTIONS ALSO OFFLINE?
84.
85. 1. Understand the shifting Marketingparadigm
2. Learn about your customers‘ Social Behaviour
3. Understand the DNA of a Social Media Project
4. Learn how to start Social Media4. Learn how to start Social Media
5. Get support on every level!
6. Moderate the crowd!
7. Become relevant offline!