This document summarizes a webinar on using social media for customer marketing and retention strategies. The webinar was presented by Geoff Nelson and Nick White of Ivy Worldwide and hosted by Mary Naylor, CEO of VIPdesk. It covered topics such as defining social media, engaging influencers, using the right social media tools, and principles for interacting in online communities. The webinar provided strategies for leveraging word-of-mouth marketing and influencers at different stages of the customer journey.
Social Intelligence a case for Bunnings HardwareiGo2 Pty Ltd
This overview shows why organisations like Bunnings (B2C) must Listen and build their own communities to engage and support customers.
Not to mention the kids planking in their stores.
Social media activation is a creative approach to how we bring experiences to our target audiences and bring our target audiences into our experiences. In today's digital age, marketers must move beyond the traditional approach and create a valuable, customized social media experience that will engage a brand's key constituents and build lasting relationships.
Larry Weber of W2 Group, Dennis Haugan of T-Mobile and Brian Babineau of Digital Influence Group discuss how effective social media activation can help marketers:
1 - Build a rich brand experience for target audiences
2 - Develop a fluid model for content distribution and sharing
3 - Create new opportunities for engagement through partnerships
4 - Sustain and enhance engagement over time
Navigating Regulatory Issues of Social Media in HealthcareRacepoint Global
Larry Weber of W2 Group, Marc Reisler and Michael Manthei of Holland & Knight and Joe Shields of Pfizer discuss the ways marketers in the health care industry can successfully navigate regulatory issues and maximize their online presence.
This webinar discussed topics that are top-of-mind for health care marketers, such as:
1 - What is the FDA's position on using social media to market FDA-regulated products?
2 - What privacy issues should marketers be aware of when using social media?
3 - Who has liability for social media content?
4 - Should pharmaceutical and medical device companies have a social networking policy?
The Role of the Social Employee - IBM & Digital Influence Group FutureM Prese...Racepoint Global
The document discusses IBM's initiative to train and enable employees to engage effectively on social media in a way that is aligned with IBM's business goals and brand. It outlines how IBM identifies subject matter experts among employees, provides tailored training based on their strengths and interests, and integrates them into marketing programs by amplifying their digital expertise. The goal is to leverage employees' online influence to help differentiate IBM as a leader in social business while reinforcing the company's values of being social, smart, and secure. Metrics show experts' digital engagement results in higher reach, conversion rates, and leads compared to traditional marketing tactics.
This document provides an overview of a global marketing and technology agency. In 3 sentences:
The agency has over 5,700 employees across 48 offices worldwide providing services including strategic planning, creative development, media relationships, and data analytics. It has the largest network in the industry and works with over 200 top brands. The document outlines the agency's capabilities, case studies, and details its presence across major regions and countries.
The document summarizes a discussion between Larry Weber from Digital Influence Group and Racepoint Group and Alex Mouldovan from Crowd Factory about measuring social media return on investment. They discuss how companies can use social media to generate word of mouth, acquire and engage customers, track influencers and campaign performance, and measure tangible business results from their social marketing efforts. The discussion is followed by questions from the audience.
The document discusses strategies for using social media, particularly Facebook, to engage customers and fans. It notes that people increasingly share information and trust recommendations from friends over brands. The document recommends that companies understand what people are saying about their brand, encourage conversations around their brand, and amplify positive conversations. It provides tips on using Facebook to build large targeted audiences and drive loyalty, insights, and conversions through lightweight conversational campaigns and visual content. The document outlines developing a conversation calendar to engage customers on a regular basis through relevant content themes and interactions.
Social Intelligence a case for Bunnings HardwareiGo2 Pty Ltd
This overview shows why organisations like Bunnings (B2C) must Listen and build their own communities to engage and support customers.
Not to mention the kids planking in their stores.
Social media activation is a creative approach to how we bring experiences to our target audiences and bring our target audiences into our experiences. In today's digital age, marketers must move beyond the traditional approach and create a valuable, customized social media experience that will engage a brand's key constituents and build lasting relationships.
Larry Weber of W2 Group, Dennis Haugan of T-Mobile and Brian Babineau of Digital Influence Group discuss how effective social media activation can help marketers:
1 - Build a rich brand experience for target audiences
2 - Develop a fluid model for content distribution and sharing
3 - Create new opportunities for engagement through partnerships
4 - Sustain and enhance engagement over time
Navigating Regulatory Issues of Social Media in HealthcareRacepoint Global
Larry Weber of W2 Group, Marc Reisler and Michael Manthei of Holland & Knight and Joe Shields of Pfizer discuss the ways marketers in the health care industry can successfully navigate regulatory issues and maximize their online presence.
This webinar discussed topics that are top-of-mind for health care marketers, such as:
1 - What is the FDA's position on using social media to market FDA-regulated products?
2 - What privacy issues should marketers be aware of when using social media?
3 - Who has liability for social media content?
4 - Should pharmaceutical and medical device companies have a social networking policy?
The Role of the Social Employee - IBM & Digital Influence Group FutureM Prese...Racepoint Global
The document discusses IBM's initiative to train and enable employees to engage effectively on social media in a way that is aligned with IBM's business goals and brand. It outlines how IBM identifies subject matter experts among employees, provides tailored training based on their strengths and interests, and integrates them into marketing programs by amplifying their digital expertise. The goal is to leverage employees' online influence to help differentiate IBM as a leader in social business while reinforcing the company's values of being social, smart, and secure. Metrics show experts' digital engagement results in higher reach, conversion rates, and leads compared to traditional marketing tactics.
This document provides an overview of a global marketing and technology agency. In 3 sentences:
The agency has over 5,700 employees across 48 offices worldwide providing services including strategic planning, creative development, media relationships, and data analytics. It has the largest network in the industry and works with over 200 top brands. The document outlines the agency's capabilities, case studies, and details its presence across major regions and countries.
The document summarizes a discussion between Larry Weber from Digital Influence Group and Racepoint Group and Alex Mouldovan from Crowd Factory about measuring social media return on investment. They discuss how companies can use social media to generate word of mouth, acquire and engage customers, track influencers and campaign performance, and measure tangible business results from their social marketing efforts. The discussion is followed by questions from the audience.
The document discusses strategies for using social media, particularly Facebook, to engage customers and fans. It notes that people increasingly share information and trust recommendations from friends over brands. The document recommends that companies understand what people are saying about their brand, encourage conversations around their brand, and amplify positive conversations. It provides tips on using Facebook to build large targeted audiences and drive loyalty, insights, and conversions through lightweight conversational campaigns and visual content. The document outlines developing a conversation calendar to engage customers on a regular basis through relevant content themes and interactions.
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.
This document summarizes Dell's five-year journey of embedding social media into its organization to become a better business. It began in 2006 with Michael Dell asking about helping bloggers and expanded to include social platforms like Twitter, blogs, and IdeaStorm to get customer feedback and ideas. By 2011, Dell had trained over 5,000 employees on social media and saw benefits across many functions from marketing to product development. The document advocates that empowering employees to engage on social media can help connect customers and make those employees "rock stars" for companies.
Liz Brown Bullock, Director of Social Media & Community, Dell, discusses how you can successfully find your virtual voice with ten ideas strategically starting off to more in depth tips on content curation and building influencer relationships. Presented at the Women’s Empowerment Conference 2012 in San Diego, CA. #socialmedia #socialmediatraining
Using Social Business to Drive Innovation at Standard LifeIBM Sverige
Throughout 2010 and early 2011, Standard Life has been rolling out a program to put in place a scalable digital enabling technology foundation based on IBM WebSphere Portal. The solution offers both business services for independent financial advisors and retail services for customers. The investment made by Standard Life came while delivering a new visual identity for the organization. Join this session to understand the business drivers, audience demographics, and how this organization successfully combined their digital strategy with the business case for WebSphere Portal as enabling technology, resulting in multiple business propositions to be developed in parallel. Learn how the enhanced digital platform integrates key data sources, web analytics, collaboration, and social channels leading to improved employee productivity, advisor, and customer service levels.
Simon Quinton, Director of Delivery, Ascendant Europe
Embedding Social Media to be a better business via trainingLiz Bullock
Liz Brown Bullock’s presentation to Marketing Science Institute on the importance of integrating social media within an organization through training your employees. Training is critical for both risk mitigation and empowering employees to be brand ambassadors. Liz drew on her experience of launching Dell’s Social Media and Community University and shares her insights on activating employees companywide for Dell. #some training #socialmediatraining
Developing innovative qualitative research techniques for effective digital m...Merlien Institute
Developing innovative qualitative research techniques for effective digital marketing strategy
presented at QRWEBA2011 conference
organised by Merlien Institute
- 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.
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.
Liz Brown Bullock, Director of Social Media and Community, shares how big brands (like Dell) are using social to listen, engage and act with customers to support their marketing efforts and deepen customer relationships. Presentation with University of Texas MBA students October 2012.
LinkedIn Custom Solutions – Marketing Solutions Catered to Meet Your Objective Performics.Convonix
LinkedIn offers various social media advertising solutions tailored to meet marketing objectives. These solutions engage customers at every stage of the acquisition process from awareness to repurchase. Solutions include display ads, sponsored content, takeovers, polls, and group/profile sponsorships. Campaigns range from $2,000-$50,000 depending on reach and duration. Combining multiple solutions can drive engagement and leads while increasing brand equity.
The Benefits of Social Learning & Mzinga OmniSocialMzinga
The document discusses social learning and introduces Mzinga OmniSocial, a social software solution. Social learning involves learning through interactions with others and their knowledge. It can increase productivity over formal learning alone. Mzinga OmniSocial provides a suite of tools for collaborative learning, including authoring content, delivering a catalog of courses, online events, social media connections, learning management, performance tracking, and analytics.
Lithium - National Instruments Webcast - Social Support Maturity - August, 2012Lithium
This document summarizes National Instruments' efforts in social support and community engagement. It discusses NI's support forums launched in 2004, which have grown to include features like advanced personalization and backend integration. The forums have led to estimated annual savings of $7.5 million from reduced support costs. NI also launched an idea exchange in 2009 to facilitate co-innovation with customers and has incorporated ideas into products. Moving forward, NI aims to further align social efforts with business objectives and avoid creating silos across different social platforms.
The document discusses the phases of a web site project including definition and requirements, development of size, content and structure, and visual design and interface development. It focuses on Phase 1, which involves defining objectives, audiences, tone, size limitations, technology requirements, and maintenance plans. The document emphasizes that projects should not proceed without documented and approved definitions and requirements. It also discusses creating a creative brief and project plan. Finally, it covers content planning as part of developing the size, content and structure of a site in Phase 2.
LinkedIn offers a variety of marketing solutions to give your brand a real boost. Have you started using it as a medium to connect with affluent consumers?
The document provides an overview of a course on social media strategy and management. It outlines the course objectives which include developing a social media strategy aligned with business goals, implementing initiatives to achieve objectives, and measuring social media performance and impact. It details learning outcomes, teaching methods such as lectures and group work, assignments, schedules, and addresses questions from participants.
The document summarizes a webinar on using social media for B2B technology marketers. It introduces the moderator and three panelists - Larry Weber, Dave Munn, and Pauline Ores. Dave Munn's presentation discusses how social media is increasingly important in the technology purchase process. Three-quarters of buyers use social media and top sources of information include digital channels. Pauline Ores discusses IBM's use of social media and challenges of an enterprise approach. She recommends demonstrating business value, using metrics, and internal adoption. The webinar concludes with an audience Q&A.
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.
This document provides an overview and introduction to the CMT 130: Web Design 1 course. The course will teach students how to code web pages using HTML and CSS, create and edit images, design websites, and use software like Adobe Dreamweaver. It introduces the instructor Kerry Forsythe and explains that the class will be organized into weekly learning modules with readings, assignments, projects, discussions and quizzes. Students will need textbooks, software, and should review the syllabus to ensure they are prepared for the semester. Tips are provided on how to be successful in the online class.
The document discusses how a college student named Alex attends a party and drinks alcohol, causing their blood alcohol level to rise. It explains that Alex's blood alcohol level depends on factors like weight, gender, food intake, number and type of drinks consumed, and time. After drinking more than they should have, Alex is pulled over by police on the way home and fails sobriety and breathalyzer tests. As a result, Alex is charged with a DUI.
INDY was a custom web-based sales & marketing CRM solution developed by Jon Samsel and his team for Traid, a division of Ford Motor Company. Triad was an auto finance company that financed new and used car loans through a network of over 8,000 dealerships nationwide.
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.
This document summarizes Dell's five-year journey of embedding social media into its organization to become a better business. It began in 2006 with Michael Dell asking about helping bloggers and expanded to include social platforms like Twitter, blogs, and IdeaStorm to get customer feedback and ideas. By 2011, Dell had trained over 5,000 employees on social media and saw benefits across many functions from marketing to product development. The document advocates that empowering employees to engage on social media can help connect customers and make those employees "rock stars" for companies.
Liz Brown Bullock, Director of Social Media & Community, Dell, discusses how you can successfully find your virtual voice with ten ideas strategically starting off to more in depth tips on content curation and building influencer relationships. Presented at the Women’s Empowerment Conference 2012 in San Diego, CA. #socialmedia #socialmediatraining
Using Social Business to Drive Innovation at Standard LifeIBM Sverige
Throughout 2010 and early 2011, Standard Life has been rolling out a program to put in place a scalable digital enabling technology foundation based on IBM WebSphere Portal. The solution offers both business services for independent financial advisors and retail services for customers. The investment made by Standard Life came while delivering a new visual identity for the organization. Join this session to understand the business drivers, audience demographics, and how this organization successfully combined their digital strategy with the business case for WebSphere Portal as enabling technology, resulting in multiple business propositions to be developed in parallel. Learn how the enhanced digital platform integrates key data sources, web analytics, collaboration, and social channels leading to improved employee productivity, advisor, and customer service levels.
Simon Quinton, Director of Delivery, Ascendant Europe
Embedding Social Media to be a better business via trainingLiz Bullock
Liz Brown Bullock’s presentation to Marketing Science Institute on the importance of integrating social media within an organization through training your employees. Training is critical for both risk mitigation and empowering employees to be brand ambassadors. Liz drew on her experience of launching Dell’s Social Media and Community University and shares her insights on activating employees companywide for Dell. #some training #socialmediatraining
Developing innovative qualitative research techniques for effective digital m...Merlien Institute
Developing innovative qualitative research techniques for effective digital marketing strategy
presented at QRWEBA2011 conference
organised by Merlien Institute
- 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.
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.
Liz Brown Bullock, Director of Social Media and Community, shares how big brands (like Dell) are using social to listen, engage and act with customers to support their marketing efforts and deepen customer relationships. Presentation with University of Texas MBA students October 2012.
LinkedIn Custom Solutions – Marketing Solutions Catered to Meet Your Objective Performics.Convonix
LinkedIn offers various social media advertising solutions tailored to meet marketing objectives. These solutions engage customers at every stage of the acquisition process from awareness to repurchase. Solutions include display ads, sponsored content, takeovers, polls, and group/profile sponsorships. Campaigns range from $2,000-$50,000 depending on reach and duration. Combining multiple solutions can drive engagement and leads while increasing brand equity.
The Benefits of Social Learning & Mzinga OmniSocialMzinga
The document discusses social learning and introduces Mzinga OmniSocial, a social software solution. Social learning involves learning through interactions with others and their knowledge. It can increase productivity over formal learning alone. Mzinga OmniSocial provides a suite of tools for collaborative learning, including authoring content, delivering a catalog of courses, online events, social media connections, learning management, performance tracking, and analytics.
Lithium - National Instruments Webcast - Social Support Maturity - August, 2012Lithium
This document summarizes National Instruments' efforts in social support and community engagement. It discusses NI's support forums launched in 2004, which have grown to include features like advanced personalization and backend integration. The forums have led to estimated annual savings of $7.5 million from reduced support costs. NI also launched an idea exchange in 2009 to facilitate co-innovation with customers and has incorporated ideas into products. Moving forward, NI aims to further align social efforts with business objectives and avoid creating silos across different social platforms.
The document discusses the phases of a web site project including definition and requirements, development of size, content and structure, and visual design and interface development. It focuses on Phase 1, which involves defining objectives, audiences, tone, size limitations, technology requirements, and maintenance plans. The document emphasizes that projects should not proceed without documented and approved definitions and requirements. It also discusses creating a creative brief and project plan. Finally, it covers content planning as part of developing the size, content and structure of a site in Phase 2.
LinkedIn offers a variety of marketing solutions to give your brand a real boost. Have you started using it as a medium to connect with affluent consumers?
The document provides an overview of a course on social media strategy and management. It outlines the course objectives which include developing a social media strategy aligned with business goals, implementing initiatives to achieve objectives, and measuring social media performance and impact. It details learning outcomes, teaching methods such as lectures and group work, assignments, schedules, and addresses questions from participants.
The document summarizes a webinar on using social media for B2B technology marketers. It introduces the moderator and three panelists - Larry Weber, Dave Munn, and Pauline Ores. Dave Munn's presentation discusses how social media is increasingly important in the technology purchase process. Three-quarters of buyers use social media and top sources of information include digital channels. Pauline Ores discusses IBM's use of social media and challenges of an enterprise approach. She recommends demonstrating business value, using metrics, and internal adoption. The webinar concludes with an audience Q&A.
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.
This document provides an overview and introduction to the CMT 130: Web Design 1 course. The course will teach students how to code web pages using HTML and CSS, create and edit images, design websites, and use software like Adobe Dreamweaver. It introduces the instructor Kerry Forsythe and explains that the class will be organized into weekly learning modules with readings, assignments, projects, discussions and quizzes. Students will need textbooks, software, and should review the syllabus to ensure they are prepared for the semester. Tips are provided on how to be successful in the online class.
The document discusses how a college student named Alex attends a party and drinks alcohol, causing their blood alcohol level to rise. It explains that Alex's blood alcohol level depends on factors like weight, gender, food intake, number and type of drinks consumed, and time. After drinking more than they should have, Alex is pulled over by police on the way home and fails sobriety and breathalyzer tests. As a result, Alex is charged with a DUI.
INDY was a custom web-based sales & marketing CRM solution developed by Jon Samsel and his team for Traid, a division of Ford Motor Company. Triad was an auto finance company that financed new and used car loans through a network of over 8,000 dealerships nationwide.
Here are 10 customer reviews of Verengo Solar, the #1 Residential Solar Specialist and a national leader in residential solar, having helped thousands of customers just like you go solar! Customers love Verengo.
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Customer Experience Management: The Key to Continued Business Growth and Succ...VIPdesk
Presented by: Joel Warady, Principal Joel Warady Group
Hosted by: VIPdesk
-The importance of a customer‐centric organization
-The influence of the customer experience on consumer wallet and market share
-How to create greater loyalty within your customer base
-Knowing all of your customer touch points, and their effect on customer value
-The role of influencers, advocates, and connectors in Web 2.0 world
-The difference between customer experience and customer relationship marketing, and the pitfalls of both
-The 10 Commandments of Creating Customers for Life
Home Based Call Centers Retail Survival Tool 021709VIPdesk
Presented by: Sally Hurley, President VIPdesk
Find Out:
-What retailers are successfully using home-based call centers today?
-What is the benefit of home-based vs. brick-and-mortar customer care to retailers?
-How do home-based call centers increase customer loyalty and customer spend?
-How can home-based customer contact centers increase flexibility in uncertain times?
-How does a transition to a home-based call center impact your financials?
-How has VIPdesk helped improve the performance of its retail clients?
The document is a presentation about brand experience management from VIPdesk. It discusses defining brand experience management, its importance, and the role of contact centers. It provides examples of how companies like Southwest Airlines, Zappos, and others implement strong brand experience strategies through their customer service. The presentation emphasizes that every customer interaction represents an opportunity to reinforce a brand and that contact centers should hire "brand advocates" to ensure customers receive a consistent brand experience.
Implementation of a Virtual Customer Care Program: How to Guarantee Success 0...VIPdesk
Presented by: Jack Heacock, Sr. Vice President TelCoa, The Telework Coalition
Topics Include:
-Virtual customer care: in-house or outsource?
-Hiring, training, retaining, coaching and supervising a virtual workforce
-Workforce management
-Industries best suited for virtual customer care
-Best practices and case studies
Home-Based Call Centers: Retail Survival Tool for 2009 and BeyondVIPdesk
Home-Based Call Centers: Retail Survival Tool for 2009 and Beyond
Sally Hurley President VIPdesk
Find out:
What retailers are successfully using home-based call centers today
What is the benefit of home-based vs. brick-and-mortar customer care to retailers
How do home-based call centers increase customer loyalty and customer spend
How can home-based customer contact centers increase flexibility in uncertain times
How does a transition to a home-based call center impact your financials
How has VIPdesk helped improve the performance of its retail clients
Recruiting Managing and Training Remote Customer Service Agents 060209VIPdesk
Recruiting, Managing and Training Remote Customer Service Agents
Sally Hurley, President VIPdesk
The essentials of training and managing home-based team members including
Recruiting of home-based agents and employees
How to build a curriculum for remote learning
The tools and technology necessary to deliver virtual learning
Keys to managing a virtual team The tools, team structure, and culture to support a home-based team
VIPdesk’s lessons learned
Integrating Social Media Into Your Contact Center Mary Naylor 061510VIPdesk
Integrating Social Media into Your Customer Contact Center
Mary Naylor, CEO, VIPdesk
Liat Myers, Director of Social Media, VIPdesk
-The importance of integrating social media into overall customer service strategy
-Best practices addressing how social media can be used to supplement current customer communication channels
-The role the customer contact center plays in social media implementation
-Best practices, tools, and tips for incorporating social media into your contact center
Reduce Call Center Operations Costs and Increase Operational Efficiency Sally...VIPdesk
Reduce Call Center Operations Costs and Increase Operational Efficiencywith Virtual Customer Care
Sally Hurley, President VIPdesk
Operational benefits of virtual customer care
How the model attracts a higher-skilled workforce
Unlimited recruiting pool allows for the best candidate to handle specific calls
Ability to dial up or down staffing at a moment’s notice
Decreased scheduling shrinkage/increased scheduling adherence
Reduction in expenses related to infrastructure, attrition, training
Ability to exceed performance metrics -greater ROI
White Paper - Succession Planning in the Public SectorTony_Flanagan
The document discusses the challenges of succession planning in the public sector. Key points include:
- The public sector faces issues like upcoming retirements, budget cuts, and attracting talent.
- Succession planning helps address these challenges by identifying future leaders and developing their skills.
- However, public sector culture and political pressures can hamper these efforts unless transparency and buy-in are prioritized.
- Data-driven approaches and technology can help succession planning be more evidence-based and effective.
Exclusive research by PersonnelToday.com and Cezanne Software on Global HRTony_Flanagan
UK companies are more at risk of missing talent opportunities than organisations in the US and Western Europe due to not managing succession planning on a global basis.
Less than half (47%) of UK-based international companies manage succession planning globally, compared to 69% of organisations based in Western Europe or North America.
This is according to exclusive research by Personnel Today and international HR software company Cezanne, which also found that 27% of UK organisations not conducting succession planning across their global offices would like to do so in the future.
For more information on the findings, you must read the full report.
Find out how Kempinski, is ensuring effective talent managementTony_Flanagan
International hotel group Kempinski is identifying and nurturing its next generation of high potential managers with the help of a talent management solution from Cezanne Software.
The document provides an introduction to software as a service (SaaS) and its benefits for HR departments. Some key points:
1) SaaS allows companies to access up-to-date HR software via subscription rather than buying and maintaining the software themselves. This reduces costs and speeds up implementation.
2) Benefits of SaaS include lower upfront investment, good return on investment, continuous improvements/updates, scalability, and reduced pressure on internal IT teams.
3) True SaaS provides regular software updates and enhancements automatically without disrupting users. This ensures customers always have the latest functionality.
4) Case studies show how companies like NEC and UCI
This document outlines a 7-step process for becoming a social office hero by driving trials of a new software product through social media. The steps are: 1) Define clear goals aligned with business objectives; 2) Integrate social strategies with internal teams and plans; 3) Listen to and monitor social conversations; 4) Engage by adding value to social streams; 5) Build successful social channels; 6) Activate and reward key evangelists; 7) Analyze social metrics and business results. Following this process increased the company's social reach and engagement, drove more software trials, and had higher sales conversions than other marketing channels.
This document discusses how social media is changing the banking industry and how banks can leverage social media. It provides perspectives from banking executives on how social media can drive innovation through service, product, and process innovation. Social media allows banks to improve customer service, generate leads, deepen customer relationships, and differentiate from competitors. Banks need to listen to customers on social media, engage in conversations, and join discussions in online communities to benefit. Executives share how their banks are learning from early social media experiences and adapting their strategies to be more active and responsive online. Web listening tools and private online communities are presented as ways for banks to gain insights from customers.
Digital Jungle is a leading social influence marketing agency specializing in Chinese and Asian social media solutions. The company is presenting on how social influence marketing uses social media to influence consumer opinions and purchasing decisions. Digital Jungle's approach focuses on delivering compelling ideas that drive participation and loyalty through social media. Examples of successful campaigns for clients such as Lexus, Global Blue, and Alliance Insurance are provided.
This document summarizes a presentation on digital marketing and social media marketing. It discusses how the rules of marketing have changed in the digital age, with a focus on engaging customers through conversations rather than one-way messages. It also outlines new customer expectations around transparency, accessibility, and living company values online. The presentation emphasizes developing a digital mindset of listening to customers, responding quickly, and focusing on building relationships through social media.
The document discusses social media governance in enterprises. It describes how social media can add value across the customer experience from product development to fulfillment. However, organizations need governance structures to coordinate cross-functional efforts and maximize business value from social media. The key components of social media governance include principles, processes, governance structures, responsibility matrices, and metrics. These help answer questions from different departments and support internal champions of social media initiatives.
Social Media 2010: Competitive Advantage and SurvivalPatsy Stewart
The Salem-Roanoke County Chamber hosts a seminar Social Media 2010: Competitive Advantage and Survival, presented by Entwine Inc. The seminar will focus on changing the mindset of Company Owners and Senior level Executives and educate them on Social Media and how it will impact their business whether they participate or not.
Bunnings Big Social Data Analysis [Aug 2011] Media MonitoringKINSHIP digital
The document discusses KINSHIP's social media monitoring services for Bunnings Warehouse. It provides an overview of KINSHIP's solutions and values, then details a 10 day social media analysis of Bunnings, identifying key conversations, influencers, sentiment, and comparisons to competitors. The analysis found opportunities for Bunnings to improve customer service and gain insights through social listening and developing owned online communities.
Employee Advocacy - The Next Step in Digital Transformation Sociabble
It's not easy to stay relevant in today's social media landscape. Discover how companies like Microsoft and Sage have been able to boost their social media strategy and overall digital strategy using an effective employee advocacy program.
The document discusses Winnovation Network, a social media and business consulting firm. It provides an overview of the company's services, which include helping clients harness benefits from social media, implementing social media strategies, and facilitating collaboration between employees, customers, and partners. Example client cases are described, such as developing a social enterprise portal for a Finnish company and strategic options for a social platform for a Danish consumer staples company. The company's expertise is also summarized, including its experience in areas like social CRM, employee collaboration, and mobile technologies.
Incorporating Social Media and Customer Service Mary Naylor VIPdesk Blake Cah...VIPdesk
Incorporating Social Media and Customer Service: How to Develop a Strategy
Blake Cahill: SVP of Marketing, Visible Technologies
Mary Naylor, VIPdesk
Setting goals and objectives for your social media efforts
Getting buy-in
Resources required to successfully implement a social media plan
Tools to use
Measurement of success
2012 B2B social media summit - Building brand ambassadors from withinTrish Nettleship
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WHY ISN’T MIDDLE EAST B2B COMPANIES SOCIAL MEDIA STRATEGY FIRING????Browne & Mohan
This presentation will give you a deeper insight about the Current B2B Social media trends/Challenges in the Middle East. And also provide a sturdy process framework to overcome these challenges.
Digital Influence Group (DIG) is a full-service interactive agency focused on helping clients take advantage of the social shift in marketing to build deeper relationships with their key constituencies. We have developed a unique methodology for identifying, educating and influencing the blogosphere, reputation aggregators, e-communities and social networks. Using social media to cultivate rich online experiences that drive stronger emotional connection and deeper engagement, we constantly measure and optimize all that we do.
Digital Influence Group is a part of W2 Group, Inc., a next-generation marketing services company founded by Larry Weber in 2004.
Practical steps towards being a social business Zipipop Freud
The document outlines 5 steps for organizations to become more social businesses. It discusses using social media internally with employees and externally with clients and partners. It emphasizes engaging with social customers and building a business to support them through improved collaboration. A key step is to establish a social media team to guide strategy and monitor conversations.
Thrive on Jive: 6 Pillars of Social Media Marketing SuccessDeirdre Walsh
This presentation showcases the steps needed to develop a successful social media strategy. It focuses on building a good process for listening and engaging with key stakeholders across the Social Web.
Singley + Mackie provides various social media services including community management, analytics and reporting, Facebook application development, video production, and promotions. They aim to help brands grow their marketable base through engagement and conversions. As a virtual agency, they employ strategic and creative experts around the world to design effective social media campaigns.
A look at how organizations can use social listening and analysis as input into their social media and business strategies. Shares case studies, use cases, and processes.
Just when you think you’ve mastered social media… along comes UGC, the “visual web” and SnapChat. We explore practical tips on how to adapt 6 key social media trends.
Similar to Social Media: How it Fits Into Your Customer Marketing and Retention Strategy 051110 (20)
[To download this presentation, visit:
https://www.oeconsulting.com.sg/training-presentations]
This PowerPoint compilation offers a comprehensive overview of 20 leading innovation management frameworks and methodologies, selected for their broad applicability across various industries and organizational contexts. These frameworks are valuable resources for a wide range of users, including business professionals, educators, and consultants.
Each framework is presented with visually engaging diagrams and templates, ensuring the content is both informative and appealing. While this compilation is thorough, please note that the slides are intended as supplementary resources and may not be sufficient for standalone instructional purposes.
This compilation is ideal for anyone looking to enhance their understanding of innovation management and drive meaningful change within their organization. Whether you aim to improve product development processes, enhance customer experiences, or drive digital transformation, these frameworks offer valuable insights and tools to help you achieve your goals.
INCLUDED FRAMEWORKS/MODELS:
1. Stanford’s Design Thinking
2. IDEO’s Human-Centered Design
3. Strategyzer’s Business Model Innovation
4. Lean Startup Methodology
5. Agile Innovation Framework
6. Doblin’s Ten Types of Innovation
7. McKinsey’s Three Horizons of Growth
8. Customer Journey Map
9. Christensen’s Disruptive Innovation Theory
10. Blue Ocean Strategy
11. Strategyn’s Jobs-To-Be-Done (JTBD) Framework with Job Map
12. Design Sprint Framework
13. The Double Diamond
14. Lean Six Sigma DMAIC
15. TRIZ Problem-Solving Framework
16. Edward de Bono’s Six Thinking Hats
17. Stage-Gate Model
18. Toyota’s Six Steps of Kaizen
19. Microsoft’s Digital Transformation Framework
20. Design for Six Sigma (DFSS)
To download this presentation, visit:
https://www.oeconsulting.com.sg/training-presentations
Building Your Employer Brand with Social MediaLuanWise
Presented at The Global HR Summit, 6th June 2024
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Navigating the world of forex trading can be challenging, especially for beginners. To help you make an informed decision, we have comprehensively compared the best forex brokers in India for 2024. This article, reviewed by Top Forex Brokers Review, will cover featured award winners, the best forex brokers, featured offers, the best copy trading platforms, the best forex brokers for beginners, the best MetaTrader brokers, and recently updated reviews. We will focus on FP Markets, Black Bull, EightCap, IC Markets, and Octa.
The APCO Geopolitical Radar - Q3 2024 The Global Operating Environment for Bu...APCO
The Radar reflects input from APCO’s teams located around the world. It distils a host of interconnected events and trends into insights to inform operational and strategic decisions. Issues covered in this edition include:
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Understanding User Needs and Satisfying ThemAggregage
https://www.productmanagementtoday.com/frs/26903918/understanding-user-needs-and-satisfying-them
We know we want to create products which our customers find to be valuable. Whether we label it as customer-centric or product-led depends on how long we've been doing product management. There are three challenges we face when doing this. The obvious challenge is figuring out what our users need; the non-obvious challenges are in creating a shared understanding of those needs and in sensing if what we're doing is meeting those needs.
In this webinar, we won't focus on the research methods for discovering user-needs. We will focus on synthesis of the needs we discover, communication and alignment tools, and how we operationalize addressing those needs.
Industry expert Scott Sehlhorst will:
• Introduce a taxonomy for user goals with real world examples
• Present the Onion Diagram, a tool for contextualizing task-level goals
• Illustrate how customer journey maps capture activity-level and task-level goals
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• Highlight the crucial benchmarks, observable changes, in ensuring fulfillment of customer needs
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[To download this presentation, visit:
https://www.oeconsulting.com.sg/training-presentations]
This presentation is a curated compilation of PowerPoint diagrams and templates designed to illustrate 20 different digital transformation frameworks and models. These frameworks are based on recent industry trends and best practices, ensuring that the content remains relevant and up-to-date.
Key highlights include Microsoft's Digital Transformation Framework, which focuses on driving innovation and efficiency, and McKinsey's Ten Guiding Principles, which provide strategic insights for successful digital transformation. Additionally, Forrester's framework emphasizes enhancing customer experiences and modernizing IT infrastructure, while IDC's MaturityScape helps assess and develop organizational digital maturity. MIT's framework explores cutting-edge strategies for achieving digital success.
These materials are perfect for enhancing your business or classroom presentations, offering visual aids to supplement your insights. Please note that while comprehensive, these slides are intended as supplementary resources and may not be complete for standalone instructional purposes.
Frameworks/Models included:
Microsoft’s Digital Transformation Framework
McKinsey’s Ten Guiding Principles of Digital Transformation
Forrester’s Digital Transformation Framework
IDC’s Digital Transformation MaturityScape
MIT’s Digital Transformation Framework
Gartner’s Digital Transformation Framework
Accenture’s Digital Strategy & Enterprise Frameworks
Deloitte’s Digital Industrial Transformation Framework
Capgemini’s Digital Transformation Framework
PwC’s Digital Transformation Framework
Cisco’s Digital Transformation Framework
Cognizant’s Digital Transformation Framework
DXC Technology’s Digital Transformation Framework
The BCG Strategy Palette
McKinsey’s Digital Transformation Framework
Digital Transformation Compass
Four Levels of Digital Maturity
Design Thinking Framework
Business Model Canvas
Customer Journey Map
Storytelling is an incredibly valuable tool to share data and information. To get the most impact from stories there are a number of key ingredients. These are based on science and human nature. Using these elements in a story you can deliver information impactfully, ensure action and drive change.
Zodiac Signs and Food Preferences_ What Your Sign Says About Your Tastemy Pandit
Know what your zodiac sign says about your taste in food! Explore how the 12 zodiac signs influence your culinary preferences with insights from MyPandit. Dive into astrology and flavors!
Starting a business is like embarking on an unpredictable adventure. It’s a journey filled with highs and lows, victories and defeats. But what if I told you that those setbacks and failures could be the very stepping stones that lead you to fortune? Let’s explore how resilience, adaptability, and strategic thinking can transform adversity into opportunity.
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Social Media: How it Fits Into Your Customer Marketing and Retention Strategy 051110
1. VIPdesk Webinar Series May 11, 2010
Cover Slide
Social Media: How it fits into your
customer marketing and retention
strategy
Presented by:
Geoff Nelson: Partner, Ivy Worldwide
Nick White: Partner, Ivy Worldwide
Webinar Host:
Mary Naylor: CEO, VIPdesk
View The Webinar
2. About The Host
Mary Naylor
CEO
VIPdesk
• Mary Naylor is the CEO and Co-founder of VIPdesk
• VIPdesk provides concierge-quality contact center
solutions for leading global brands through a
nationwide network of home-based Brand Ambassadors,
Concierge, and Customer Service Representatives.
• VIPdesk provides its clients Concierge, Contact Center, and
Social Media support services.
• VIPdesk is continually recognized through numerous awards,
including the Inc. 500, Inc. 5000, NCBEA Business Ethics
Award, Stevie Awards for Women in Business and Smart CEO
Future 50.
Confidential & Proprietary VIPdesk Information 2
3. About The Presenters
Geoff Nelson
Partner
Ivy Worldwide
• Co-founded Ivy Worldwide in 2007
• More than 20 years of experience in brand programs, both
online and offline, measurement and analysis, business
development, project management, integrated
communications, and much more.
• Has an impeccable track record in solving complex marketing
communications challenges for top tier companies.
• Has worked for AMD, Leo Burnett Technology Group and Y&R
• Adjunct professor at Texas State University, guest lecturer at
the University of Texas at Austin on Word-of-Mouth
marketing.
Confidential & Proprietary VIPdesk Information 3
4. About The Presenters
Nick White
Partner
Ivy Worldwide
• Joined Ivy Worldwide in 2008, launched
Seattle office
• Began his career at Amazon.com where he worked to bring their
nationwide network of distribution centers online
• Managed speech technology deployments at Conversational
Computing, then worked on Spanish-language mobile phone
deployments at InfoSpace
• At Microsoft for five years, working first in Mobile and Embedded
Devices Division and most recently in Windows Client managing
social media relations and writing the most-trafficked blog at
Microsoft
• Double-degree graduate of University of Washington with MBA
from Duke University
Confidential & Proprietary VIPdesk Information 4
5. About Ivy Worldwide
•Brand Evangelist Experts - Ivy Worldwide is a word-of-mouth social media and
influencer marketing agency founded in 2007
• Proven Credentials - One of the most award wining social media agencies in the
world for effectiveness. Have driven lead awareness, lead generation and sales on
average between 40-80% consistently
• Clients include: HP, ATT, ProFlowers, Time Inc., Microsoft and many others
• Offices in Austin, Seattle and Houston
• They have evangelists too – Google “Ivy Worldwide” and “Buzz Corps” (former
name) and see what others have to say about us
6. About VIPdesk
VIPdesk’s full suite of Brand Experience Management
solutions include Virtual Concierge and Contact Center
Services, Social Media Management, Experiential Programs,
IVR Services and Voice of the Customer Surveying &
Analytics. Global industry leaders trust VIPdesk to enhance
their brands through our customer care and loyalty
programs. Serving as a seamless extension of their brands,
our innovative Brand Experience Management Solutions
deliver memorable customer experiences, business insights
and actionable intelligence that generate customer advocacy
and drive business growth.
7. Agenda
• Social media—what is it and why is it important
to your company?
• When, where, and how to engage the right
forms of word of mouth marketing
• What to do and not to do when communicating
with customers via social media
• Successfully organizing and executing a
customer-centric social media plan
• And more!
Confidential & Proprietary VIPdesk Information 7
42. Upcoming VIPdesk Webinars
• May 27: 5 Main Reasons to Use Work-at-Home
Customer Service Reps
• June 8: Integrating Social Media Into Your
Contact Center
• June 22: Friends, Fans and Tweeps: A Social
Media Primer and What is Means to your
Customers
For more information or to register for the VIPdesk
Webinar series, visit www.vipdesk.com.
Confidential & Proprietary VIPdesk Information 42
43. Connect With Us Online
Website: http://www.vipdesk.com
Blog: http://blog.vipdesk.com
Twitter: http://twitter.com/vipdesk
Facebook: http://facebook.com/vipdesk
LinkedIn: http://linkedin.com/companies/vipdesk
YouTube: http://youtube.com/user/vipdesk
Via RSS: http://twitter.com/statuses/user_timeline/23095083.rss
Confidential & Proprietary VIPdesk Information 43
44. Thank You for Attending!
Geoff Nelson Nick White
Partner Partner
Geoff@ivyworldwide.com Nick@ivyworldwide.com
@IvyWorldwide @IvyWorldwide
ivyworldwide.com ivyworldwide.com
(512) 560-0196 (206) 650-4865
Mary Naylor
CEO
mnaylor@vipdesk.com
www.twitter.com/vipdesk
www.vipdesk.com
(703) 837-3501
Confidential & Proprietary VIPdesk Information 44