Presentation about Samsung's Customer-Centric Approach to Twitter and Social Media. Created by Esteban Contreras and shared initially at the Corporate Social Media Summit 2010 in NYC. #csm10
SearchLove San Diego - Rand Fishkin - How to Get Everything You've Ever Wante...Distilled
That new job? That guest column in the publication of your dreams? Help promoting that piece? A chance to walk through your product with your ideal sales target? Getting people you don't know to do you small (and medium-sized) favors that can have huge impacts on your marketing? HARD. But there are ways to ease this friction, increase your odds of success, and form real relationships with powerful professional impacts. In this presentation, Rand Fishkin, cofounder of SparkToro (prev. Moz) will show exactly how to turn seemingly impossible asks and unconquerable outreach into high probabilities for success.
Social Media Marketing for Casinos and GamingShane Gibson
Social Media for Casinos and Resorts. The gaming industry is just beginning to embrace social media. This presentation highlights some of the key players like the Palms and Bellagio.
Don't miss out on the opportunity to hear Larry Kim's encore presentation from his TWICE SOLD OUT session at INBOUND! Larry will cover how to use unusual tips, strategies and process to get 10-100x more value from your paid campaigns!
During this webinar you’ll learn:
How to drive exponentially more traffic to your content
Convert 3-5x more of clicks into leads & sales – all for less than $50 per campaign
Critical insights into how the algorithm of Paid Social Media REALLY WORK
Is business growth your top goal for 2016?
We’re here to help you make it happen.
Convincing clients to adopt new tactics and services into their business plan is a strong strategy to continue expansion. However, many clients may be unfamiliar or skeptical of new digital marketing methods, such as pay-per-click advertising and remarketing, that could greatly increase their reach and sales potential – so it’s your job to introduce them.
During this webinar, paid search expert Erin Sagin will walk you through who to target and how to counter common objections to sell clients on adopting new, lucrative online marketing strategies.
During this webinar, you'll learn:
-How to pitch clients on new digital marketing strategies
-Who to target from a PPC, ad buying, and remarketing perspective
-How to counter common objections and skepticisms
Selling to 500,000 Car Buyers on Twitter: Internet Battle Plan XV - Atlanta, ...Matthew E. Russo
Founder of Social Auto Leads, Matthew Russo, shares how auto dealerships should be using Twitter to find, interact with, and nurture prospective car buyers in their area.
SearchLove San Diego - Rand Fishkin - How to Get Everything You've Ever Wante...Distilled
That new job? That guest column in the publication of your dreams? Help promoting that piece? A chance to walk through your product with your ideal sales target? Getting people you don't know to do you small (and medium-sized) favors that can have huge impacts on your marketing? HARD. But there are ways to ease this friction, increase your odds of success, and form real relationships with powerful professional impacts. In this presentation, Rand Fishkin, cofounder of SparkToro (prev. Moz) will show exactly how to turn seemingly impossible asks and unconquerable outreach into high probabilities for success.
Social Media Marketing for Casinos and GamingShane Gibson
Social Media for Casinos and Resorts. The gaming industry is just beginning to embrace social media. This presentation highlights some of the key players like the Palms and Bellagio.
Don't miss out on the opportunity to hear Larry Kim's encore presentation from his TWICE SOLD OUT session at INBOUND! Larry will cover how to use unusual tips, strategies and process to get 10-100x more value from your paid campaigns!
During this webinar you’ll learn:
How to drive exponentially more traffic to your content
Convert 3-5x more of clicks into leads & sales – all for less than $50 per campaign
Critical insights into how the algorithm of Paid Social Media REALLY WORK
Is business growth your top goal for 2016?
We’re here to help you make it happen.
Convincing clients to adopt new tactics and services into their business plan is a strong strategy to continue expansion. However, many clients may be unfamiliar or skeptical of new digital marketing methods, such as pay-per-click advertising and remarketing, that could greatly increase their reach and sales potential – so it’s your job to introduce them.
During this webinar, paid search expert Erin Sagin will walk you through who to target and how to counter common objections to sell clients on adopting new, lucrative online marketing strategies.
During this webinar, you'll learn:
-How to pitch clients on new digital marketing strategies
-Who to target from a PPC, ad buying, and remarketing perspective
-How to counter common objections and skepticisms
Selling to 500,000 Car Buyers on Twitter: Internet Battle Plan XV - Atlanta, ...Matthew E. Russo
Founder of Social Auto Leads, Matthew Russo, shares how auto dealerships should be using Twitter to find, interact with, and nurture prospective car buyers in their area.
LinkedIn and Twitter: How to Attract Clients by Jeannie Walters and Barbara R...BARBARA ROZGONYI
Looking for ways to build build business and develop client relationships online? In this webinar, Jeannie Walters of 360Connext.com and Barbara Rozgonyi of wiredPRworks.com, talk about how to use LinkedIn and twitter to target, search and connect with your ideal clients. Jeannie and Barbara are on the board of Social Media Club Chicago and are women business owners who enjoy sharing personal and client success stories with entrepreneurs, small businesses and corporations.
How Learning PR Tactics Made Me Awesome at Content Outreachsemrush_webinars
In this session, you will learn how to pull together a PR Strategy that considers SEO at every step. This includes creating a PR framework, target audience, topic and competitor analysis, how to scale up idea generation and how to outreach to Journalists using PR agency tactics.
PR companies have a laser-focused approach to how they run campaigns, often coming up with one big 'hero' idea and creating multiple pieces of content that support to maximise their outreach opportunities.
The success to this style of outreach is to take traditional PR agency techniques and giving them an SEO spin. Pete's approach has earned their clients coverage on Mashable, Lifehacker, FastCompany, Wired and UK national newspapers on a regular basis.
8 Paid Promotion Tactics That Will Get You To Quit Organic TrafficKane Jamison
If your content marketing launches aren't getting the results you want consistently, these paid media tactics will help you show a faster ROI from content marketing.
Socon 2011 - Being more sociable and the importance of 4170Nick Bennett
Copy of my presentation from the SoCon 2011 conference. 20th October 2011, ICO, London. I will be producing a blog post with more notes and thoughts on the topic on www.smilespread.co.uk - any qu's @NickoBennett
Joy Mayer is the director of community outreach at the Columbia Missourian and an associate professor at the Missouri School of Journalism. Her work focuses on the continually evolving notion of community engagement in journalism and on what it means to make the news more social. She was a 2010-2011 RJI Fellow at the Reynolds Journalism Institute, where she did a survey of 500 newspaper editors' views on engagement, held a seminar on measuring the success of engagement efforts, and published a newsroom discussion guide for community engagement. Mayer teaches classes in participatory journalism and has previously taught multimedia design and print design.
Social Media for Planned Giving ProfessionalsErica Klinger
Presentation used at the 2016 Washington Planned Giving Annual Conference in Seattle to ignite and education planning giving professionals on social media.
Rand Fishkin's presentation on the Fermi Paradox and how great filters relate to marketing activities. Presented at Conductor C3, Seattle Interactive Conference, and others.
LinkedIn and Twitter: How to Attract Clients by Jeannie Walters and Barbara R...BARBARA ROZGONYI
Looking for ways to build build business and develop client relationships online? In this webinar, Jeannie Walters of 360Connext.com and Barbara Rozgonyi of wiredPRworks.com, talk about how to use LinkedIn and twitter to target, search and connect with your ideal clients. Jeannie and Barbara are on the board of Social Media Club Chicago and are women business owners who enjoy sharing personal and client success stories with entrepreneurs, small businesses and corporations.
How Learning PR Tactics Made Me Awesome at Content Outreachsemrush_webinars
In this session, you will learn how to pull together a PR Strategy that considers SEO at every step. This includes creating a PR framework, target audience, topic and competitor analysis, how to scale up idea generation and how to outreach to Journalists using PR agency tactics.
PR companies have a laser-focused approach to how they run campaigns, often coming up with one big 'hero' idea and creating multiple pieces of content that support to maximise their outreach opportunities.
The success to this style of outreach is to take traditional PR agency techniques and giving them an SEO spin. Pete's approach has earned their clients coverage on Mashable, Lifehacker, FastCompany, Wired and UK national newspapers on a regular basis.
8 Paid Promotion Tactics That Will Get You To Quit Organic TrafficKane Jamison
If your content marketing launches aren't getting the results you want consistently, these paid media tactics will help you show a faster ROI from content marketing.
Socon 2011 - Being more sociable and the importance of 4170Nick Bennett
Copy of my presentation from the SoCon 2011 conference. 20th October 2011, ICO, London. I will be producing a blog post with more notes and thoughts on the topic on www.smilespread.co.uk - any qu's @NickoBennett
Joy Mayer is the director of community outreach at the Columbia Missourian and an associate professor at the Missouri School of Journalism. Her work focuses on the continually evolving notion of community engagement in journalism and on what it means to make the news more social. She was a 2010-2011 RJI Fellow at the Reynolds Journalism Institute, where she did a survey of 500 newspaper editors' views on engagement, held a seminar on measuring the success of engagement efforts, and published a newsroom discussion guide for community engagement. Mayer teaches classes in participatory journalism and has previously taught multimedia design and print design.
Social Media for Planned Giving ProfessionalsErica Klinger
Presentation used at the 2016 Washington Planned Giving Annual Conference in Seattle to ignite and education planning giving professionals on social media.
Rand Fishkin's presentation on the Fermi Paradox and how great filters relate to marketing activities. Presented at Conductor C3, Seattle Interactive Conference, and others.
This social media marketing presentation is the first in a series developed for the Kinnelon NJ library to place social media marketing into perspective. It's particularly relevant for those wanting to use the tools of social media to promote themselves and/or their businesses and raise their professional profile online. With more and more customers and companies beginning online when they search for resources, it matters to be found online.
The first session puts social media into context. Subsequent sessions will examine specific social networking platforms and address audience questions.
For more information about the series, see http://smokerise-nj.blogspot.com/2011/06/social-media-series-at-kinnelon-library.html
Twitter presentation by Sally Witzky, Owner & Chief Strategist, Traction Group LLC. First presented at AMA-Richmond's Market Dialogue, a members-only event.
This session will cover the basics of all the major social media networks, while providing new, fresh information to the 'seasoned' individual. Come learn about all the major
social networks such as Facebook, LinkedIn and Twitter, the benefits of blogging, what makes a complete profile, how to manage your contacts, friends, and/or fans, basic do’s and don’ts, and the features and benefits of real estate specific social networks such as Trulia, Zillow, and Active Rain
This presentation covers basic concepts, various social media platforms, the exponential growth of social media, case studies on how social media has benefited businesses. Also this presentation lays our a detailed road map on how chartered accountants can use the medium for business purposes
Similar to Twitter @ Samsung: Customer-Centric Approach to Social Media (20)
Scaling Product: The First 180 Days as a Product Leader - By Esteban ContrerasEsteban Contreras
Whether you are a CPO or a Group Product Manager, your first 180 days in a product leadership role are critical to paving a successful path for your team.
Knowing where and how to spend your energy is key, and having a clear plan for that is the best way to ensure that you’ll be effective.
Doing that is not easy: you need to understand and adapt the product strategy, ask the right questions, build relationships, learn about tools and processes, overcome challenges, and understand the company’s and team’s context and goals.
Fleetio’s VP of Product, Esteban Contreras, shares his take - based on his experience at companies like Fleetio, Sprinklr and Hootsuite on how to focus your first 180 days in a new product leadership role.
Watch this presentation here:
https://www.linkedin.com/events/masterclass-scalingproduct-thef7107733007066705920/comments/
Product Leadership IRL: Things I wish I'd known a decade agoEsteban Contreras
Product leaders guide product strategy, empower teams, and ease go-to-market strategies. They have to be customer-obsessed. And data-informed. Definitely outcomes-oriented. Plus, they need to know who knows what. And be credible and sufficiently likeable. All while ensuring the product doesn’t go off a cliff and the team doesn’t quit for greener pastures. In this talk, Esteban will share candid insights and advice he would give his younger self - if only he could. Like being mission-driven, understanding ideas, and taking the time to lead well. His tips and stories may help you watch out for mistakes and identify areas to double down on.
This is Esteban Contreras' talk at INDUSTRY Virtual conference for software product managers on September 22, 2020. http://www.industryconference.com
Esteban is a Sr Director of Product at Hootsuite. http://www.hootsuite.com
SXSW Interactive 2016 Keynote: Esteban Contreras - Identity and the Chemistry...Esteban Contreras
Esteban Contreras, SXSW Interactive 2016 featured speaker.
For most of our history, the sense of self was something deeply personal; shared sparingly with a handful of trusted friends and family.
Today, identity is a convergence of 3 dimensions: Personal, national & digital. Tech and culture have transformed identity into a medium of exchange.
In a connected world, context is essential for meaningful interactions and user experiences. From social media and the sharing economy — to VR and autonomous cars — the future of the human race is being shaped by hackers and painters. And everyone has a role to play.
Sprinklr's Director of Experience Design will describe what identity and the chemistry of experience mean for brands, startups and society.
► SXSW.com Q&A: http://www.sxsw.com/interactive/news/...
► Product Hunt Live Chat: https://www.producthunt.com/live/este...
► Twitter www.twitter.com/socialnerdia
► Instagram www.instagram.com/socialnerdia
► Snapchat www.snapchat.com/add/socialnerdia
► Facebook www.facebook.com/estebancontreras
YouTube Video: https://www.youtube.com/watch?v=GKcftpA9XJ4
The 12 dimensions of customer experience are purpose, product, vision, brand, distribution, community, personality, price, storytelling, ecosystem, onboarding, and service. Experience-driven companies excel at each and all of these dimensions.
Join me at SXSW Interactive 2016 as I will be speaking about why identity and chemistry are important to the entire customer experience. "Identity and the Chemistry of Experience" on March 13, 2016. http://spr.ly/idchemex
GeniSys is a global time traveling network for robots, rather than humans. This is GeniSys' original startup pitch deck, prior to pivoting to become an artificial intelligence global digital defense network acquired by Cyberdyne Systems.
Note: This is a parody of course - based on the Terminator movies' predecessor to Skynet - and inspired by Airbnb's original pitch deck.
Created by @socialnerdia on a Saturday morning while watching Full House on Netflix with his family.
Think like a startup: 5 tests to optimize and grow your ideasEsteban Contreras
Startups are unique in that they must grow under extreme uncertainty. Whether you are in a startup, a big brand or a small business, thinking like a startup can help you optimize and grow your ideas.
A proposal for SXSW Panel Picker 2014. Vote here: http://spr.ly/srmsxsw
This is a SXSW panel proposal about Social Relationship Management and How Big Brands Can Organize For Long-Term Success.
Hashtag: #srmsxsw
Panelists: Michelle Kostya (BlackBerry),
Richard Binhammer (Binhammer Social Business),
Esteban Contreras (Sprinklr),
Frank Eliason (citi)
Panel description:
As corporate social media management matures, brands are taking their social media efforts to a new level while experimenting with different structures, processes and strategies.The fast pace and new threats posed by social media have created challenges when it comes to managing the madness. This has led to tug-of-wars across product teams, departments, regions and partners such as agencies. Empowered consumers, new technology, C-suite pressure, the proliferation of channels, and global/local sensitivities are adding to the complexity; forcing the enterprise ecosystem to adapt. It's time for brands to have a social relationship roadmap.
The panel will share insights from first-hand experience at brands like Blackberry, Dell, Citi and Samsung on:
1) how to align strategy with business goals
2) why scaling globally also means optimizing locally
3) how to integrate social media insights across the organization
4) how social media management has evolved and will continue to evolve
Other key topics to be addressed:
- How do large organizations set up an operational infrastructure to manage the complexity, volume and unpredictability of social media? What are the best models to communicate and collaborate internally, create/curate content externally, and cultivate meaningful social relationships?
- How is new social relationship technology enabling brands to manage and scale social media efforts effectively across large global organizations? And how do you navigate the proliferation of social technology?
- How important is governance and process? And, how do you get social media practitioners to buy in – when often process is seen as “slowing down” work?
- How can large brands ensure the right strategies translate to the right tactics?
- How should practitioners balance between creative and innovative programs vs. day-to-day optimization across their social channels?
Vote on SXSW's Panel Picker 2014 http://panelpicker.sxsw.com/vote/20702
This is a SlideShare about social media, presented by Esteban (@socialnerdia) and Somerlea (@somerlea) Contreras on April 9th, 2013 at a private reception with British Columbia Premier Christy Clark in Vancouver, BC.
Las Tecnologias Sociales, Su Empresa y Sus Clientes - Americas IT Forum Keyno...Esteban Contreras
SPANISH KEYNOTE PRESENTATION at the Americas IT Forum in Guatemala City at Universidad Francisco Marroquin on July 20th, 2012.
"Connecting the Dots: Las Tecnologias Sociales, Su Empresa y Sus Clientes. Una presentacion sobre como las redes sociales pueden impactar sus negocios."
For more presentations: http://slideshare.net/socialnerdia
More info: www.socialnerdia.com
Spock is Not Impressed by these 55 "Old" Social Media SitesEsteban Contreras
Spock is not impressed at all by the social web. You might get his attention from time to time but he's just not impressed.
All images available at http://www.flickr.com/socialnerdia
Inspired by +Sean Bonner's http://spockisnotimpressed.tumblr.com/
Creating, Curating and Cultivating the Social Web - By Esteban Contreras - Pr...Esteban Contreras
Creating, Curating and Cultivating the Social Web: How Brands Can Make Sense of the Madness. By Esteban Contreras, Social Media Manager for Samsung USA. This was presented at the Marketing 2.0 Conference in Paris, France on March 29th, 2011. If you're interested in content creation, content curation, community management, social media strategy and marketing, then this presentation might provide some insights. Let me know if you have any questions. I'm @SamsungEsteban and @SocialNerdia on Twitter.
Note: Video broken into 4 parts are attached to the 4 final slides. You can also find these videos here http://www.youtube.com/view_play_list?p=AB5FA2277D2F9063
Neuro-symbolic is not enough, we need neuro-*semantic*Frank van Harmelen
Neuro-symbolic (NeSy) AI is on the rise. However, simply machine learning on just any symbolic structure is not sufficient to really harvest the gains of NeSy. These will only be gained when the symbolic structures have an actual semantics. I give an operational definition of semantics as “predictable inference”.
All of this illustrated with link prediction over knowledge graphs, but the argument is general.
The Art of the Pitch: WordPress Relationships and SalesLaura Byrne
Clients don’t know what they don’t know. What web solutions are right for them? How does WordPress come into the picture? How do you make sure you understand scope and timeline? What do you do if sometime changes?
All these questions and more will be explored as we talk about matching clients’ needs with what your agency offers without pulling teeth or pulling your hair out. Practical tips, and strategies for successful relationship building that leads to closing the deal.
JMeter webinar - integration with InfluxDB and GrafanaRTTS
Watch this recorded webinar about real-time monitoring of application performance. See how to integrate Apache JMeter, the open-source leader in performance testing, with InfluxDB, the open-source time-series database, and Grafana, the open-source analytics and visualization application.
In this webinar, we will review the benefits of leveraging InfluxDB and Grafana when executing load tests and demonstrate how these tools are used to visualize performance metrics.
Length: 30 minutes
Session Overview
-------------------------------------------
During this webinar, we will cover the following topics while demonstrating the integrations of JMeter, InfluxDB and Grafana:
- What out-of-the-box solutions are available for real-time monitoring JMeter tests?
- What are the benefits of integrating InfluxDB and Grafana into the load testing stack?
- Which features are provided by Grafana?
- Demonstration of InfluxDB and Grafana using a practice web application
To view the webinar recording, go to:
https://www.rttsweb.com/jmeter-integration-webinar
Generating a custom Ruby SDK for your web service or Rails API using Smithyg2nightmarescribd
Have you ever wanted a Ruby client API to communicate with your web service? Smithy is a protocol-agnostic language for defining services and SDKs. Smithy Ruby is an implementation of Smithy that generates a Ruby SDK using a Smithy model. In this talk, we will explore Smithy and Smithy Ruby to learn how to generate custom feature-rich SDKs that can communicate with any web service, such as a Rails JSON API.
Epistemic Interaction - tuning interfaces to provide information for AI supportAlan Dix
Paper presented at SYNERGY workshop at AVI 2024, Genoa, Italy. 3rd June 2024
https://alandix.com/academic/papers/synergy2024-epistemic/
As machine learning integrates deeper into human-computer interactions, the concept of epistemic interaction emerges, aiming to refine these interactions to enhance system adaptability. This approach encourages minor, intentional adjustments in user behaviour to enrich the data available for system learning. This paper introduces epistemic interaction within the context of human-system communication, illustrating how deliberate interaction design can improve system understanding and adaptation. Through concrete examples, we demonstrate the potential of epistemic interaction to significantly advance human-computer interaction by leveraging intuitive human communication strategies to inform system design and functionality, offering a novel pathway for enriching user-system engagements.
Software Delivery At the Speed of AI: Inflectra Invests In AI-Powered QualityInflectra
In this insightful webinar, Inflectra explores how artificial intelligence (AI) is transforming software development and testing. Discover how AI-powered tools are revolutionizing every stage of the software development lifecycle (SDLC), from design and prototyping to testing, deployment, and monitoring.
Learn about:
• The Future of Testing: How AI is shifting testing towards verification, analysis, and higher-level skills, while reducing repetitive tasks.
• Test Automation: How AI-powered test case generation, optimization, and self-healing tests are making testing more efficient and effective.
• Visual Testing: Explore the emerging capabilities of AI in visual testing and how it's set to revolutionize UI verification.
• Inflectra's AI Solutions: See demonstrations of Inflectra's cutting-edge AI tools like the ChatGPT plugin and Azure Open AI platform, designed to streamline your testing process.
Whether you're a developer, tester, or QA professional, this webinar will give you valuable insights into how AI is shaping the future of software delivery.
Builder.ai Founder Sachin Dev Duggal's Strategic Approach to Create an Innova...Ramesh Iyer
In today's fast-changing business world, Companies that adapt and embrace new ideas often need help to keep up with the competition. However, fostering a culture of innovation takes much work. It takes vision, leadership and willingness to take risks in the right proportion. Sachin Dev Duggal, co-founder of Builder.ai, has perfected the art of this balance, creating a company culture where creativity and growth are nurtured at each stage.
Twitter @ Samsung: Customer-Centric Approach to Social Media
1. Connect Fan Trust Conversations Community Networks Expression Attention Economy Buzz Engagement Semantic Influence Social Graph Live Streaming Citizen Journalists Humanized Blog Distribution Transparent Feed Via Friends Followers Sharing Joining Real-Time Presence Identity Viral Clout Open Mobile Chat Location Sentiment Friending Generosity Crowdsourcing ReTweeting Content Authentic Participate Wall Sentiment Share of Voice Listen Technographics Service Collecting Vote Meetup Collaboration User-Generated Resonance Earned Media Like
2. Connect Fan Trust Community Conversations Networks Expression Attention Economy Buzz Engagement Semantic Influence Social Graph Citizen Journalists Humanized Live Streaming HUMAN CONNECTIONS Blog Distribution Transparent Feed Via Friends Follower Sharing Joining Real-Time Presence Identity Viral Clout Open Mobile Chat Location Creativity Friending Generosity Crowdsourced ReTweeting Creating Authenticity Liking Wall product price Participation Value Listening Technographics place promotion people Service Collecting Collaboration Vote Meetup Resonance Earned Media Like User-Generated
15. Different Needs Require a Service Mind-setCollaboration Connections Conversation Content Community Creators Critics Conversationalists Joiners Spectators Collectors Unsatisfied Customer LoyalCustomer ReturningCustomer First-Time Customer Potential Customer Shop Own Fix Other
16. Business Goals Marketing Goals Social Media Goals Engagement Community Listening Marketing Integration Conversations UGC Solicitation Content Creation Customer Service Monitoring & Searches Reporting Followers &Relationships Share of Voice @Replies, RTs, Lists & DMs Sentiment & SIM Score Issue Resolutions Tweet Reach& Impact
17. LEVERAGE TOOLS . Hello @world ! ENGAGE in Conversations & Valuable Experiences CONVERT Non-believers into believersNon-customers into customers TRANSFORM Customers into Brand Advocates
19. How was your day? Samsung Cares About People Samsung Makes Life Easier Do you need help? What does it mean to be a geek? Samsung Creates Cool Technology
20. How was your day? Do you need help? What does it mean to be a geek?
NOTE: This is a presentationby Esteban Contreras, Social Media Manager for Samsung Electronics, for the “CORPORATE SOCIAL MEDIA SUMMIT” in New York City on June 15th, 2010. You can find Samsung on Twitter: @SamsungTweets. You can find me on Twitter: @SamsungEsteban. What is Social Media really about? These are words that have been used to describe, understand, and measure social media
- When it comes down to it, it’s all about: Human Connections Marketers have looked to the 4 P’s as a guide for 50 years now. Putting PEOPLE at the center of them is key to going beyond being a company that makes things, to a company that cares about those it impacts on a daily basis so it can better identify and meet their needs.
My name is Esteban Contreras and I’m the Social Media Manager for Samsung Electronics. I started in January, only a few months after I sent a tweet to Samsung’s @SamsungTweets account looking to interview Samsung’s Social Media Leaders on my podcast. I had interviewed several other people in the industry, but my conversation with Samsung continued for a few weeks and soon after I decided to join Samsung. I resigned from my technology & business consulting position, sold a house and a car, and moved with my wife and 2 dogs from TX to NJ, right across the Hudson.When I heard about where Samsung wanted to go in terms of social media, I knew I had to be part of Samsung’s transformation to become a better, and more social, company.
- Twitter’s Biz stone has been quoted saying that Twitter’s future is in “helping companies be better companies.” Twitter has become a platform that can help companies of all sizes.. To participate in the lives of people To communicate To provide customer service To be part of a global community To be creative and innovative To become more transparent Even to sell more products and services, and generate more profitsOf course, with some exceptions, people don’t really join Twitter to talk to companies… |Note: Quote from “Twitter power: Learning from ourselves, in real time” (USA Today)http://www.usatoday.com/tech/news/2010-05-25-1Atwitter25_CV_N.htm
People are on Twitter to share about their lives and connect with others. They’re on Twitter because it’s fun and because it’s a way to stay informed. And when you get immersed in Twitter you start see how everyone is connected and how 140 characters become conversations and even friendships. Except for email CRM, mass traditional advertising, and participation in forums, Samsung has not really had a direct relationship with its customers for most of its history. Samsung initially saw its customers as other companies, retailers, and mobile carriers. Twitter has been very instrumental in setting the tone for Samsung’s Customer-Centric approach to Social Media because Twitter allowed us to actually have a 2-way and authentic dialog with a global community of people interacting and expressing themselves online. Twitter has really helped us become a part of this picture.Note: Photo taken from http://www.flickr.com/photos/evilerin/
- So if you’re going to be customer-centric you really need to focus on providing value for your followers, especially customers.Think of the 5 C’s from their perspective What kind of community do they want to be a part of? What kind of content do they like to watch, share, and create? What kind of conversations do they like to have with companies? What kind of collaborations would they be interested in? What makes them want to connect with you and your brand? Remember that everyone behaves differently on Twitter. There are a lot of “spectators” out there, but we are seeing a bit of a shift towards more and more “conversationalists” and “creators”. It’s important to not see people as customers or non-customers. Instead, see everyone as a potential customer, and try to enhance their overall experience with the brand. Btw, people have different needs so having a Service Mind-Set regardless of what department you’re part of will help ensure that you help people who are shopping, using your products, looking for support, or anything else.
You should always start with your business goals. If you’re part of the marketing organization like I am, you should look at your Marketing goals and work on your SM and Twitter Goals, which on a high-level could be something like this: Building the community, engaging with people, and actively listening. Initiatives like integrating with overall marketing, creating videos, live tweeting, and providing customer service will come from the SM goals. You should then track your progress by measuring things like followers, reach, @replies, share of voice, sentiment, and issue resolutions.
Here’s another way of looking at your main initiatives. You’re using Twitter and various apps to engage with people in near real-time, convert them into believers and customers, and transform them into loyal brand advocates through a long-term commitment to provide valuable information and experiences.
- So what do conversations look like?
- Let’s say you start with different ideas of the kind of messages you want to put out there.
- When people respond, don’t let it end there, keep the conversation going, and don’t take it for granted.
- Use those broad messages to craft questions and conversation starters. - When people respond, don’t let it end there, keep the conversation going, and don’t take it for granted. I feel fortunate that many of the people I’ve had conversations with on Twitter now see Samsung not just as a company, but as a group of people that they can reach out to at any moment.
I feel fortunate that many of the people I’ve had conversations with on Twitter now see Samsung not just as a company, but as a group of people that they can reach out to at any moment. Again, don’t take it for granted and keep the conversation going.
Today, we have 3 main Samsung US accounts @SamsungTweets focuses on all things Samsung. This is the account that I directly manage. We also have @samsungservice and @samsungmobileus, and we collaborate both publicly and privately to help people out and ensure our efforts are integrated and consistent.
Here’s Samsung.com with a link to @SamsungTweets
We also allow people to share products and reviews to Twitter.
Here’s our Samsung USA Facebook page, which displays our most recent tweets.
Mock screenshot from upcoming Samsung Channel on Seesmic Look – Promo
Mock screenshot from upcoming Samsung Channel on Seesmic Look – Users (Chris Brogan)
Mock screenshot from upcoming Samsung Channel on Seesmic Look – Samsung Tweets
Here are some tips..
Some more tips..
The future of Twitter is uncertain, but Twitter has already impacted the web in a way that few companies have been able to do, so here are some things we might see: Richer and more immersive experience Device convergence Deeper integration and personalization Complex data visualizations social shopping advanced searches More Augmented Reality Real-Time Updates Contextual connections Specialized business pages Enhanced Customer Service Channels As much as we all love Twitter, it’s important to remember that your commitment to be more “social” and engage with others does not depend on a community like Twitter. The commitment is to people, especially customers, wherever they may be.
Slides will be posted on my personal blog www.socialnerdia.comFeel free to contact me:twitter.com/samsungestebantwitter.com/socialnerdiafacebook.com/estebancontreraslinkedin.com/in/juanestebancontrerase-mail: socialnerdia@gmail.com