Join us — register for the next Click Jam here: http://lnx5.co/rx
Social media is a digital phenomenon that has taken the world by storm. As the medium has matured, we have seen platforms come and go, changing with user demand. The roadmap of social media’ evolution has seen giants like Myspace and ICQ make way for Facebook and Instagram.
Victor Madueno is no stranger to the evolution of social media. An exponent of the medium, Victor has been in the social space for over 12 years. Originally starting off with forums, Victor’s journey has taken him to Your Social, where he serves as head of Social & Advertising.
Victor’s Click Jam 2 presentation on social media’ maturity highlights the necessary frameworks and models your business needs to become a social business.
For more information about Click Jam visit:
http://clickjam.com
Click Jam is the must-attend inbound marketing event for mid to large enterprise marketing professionals. Each Click Jam speaker is carefully selected, vouched for and a true practitioner in their field.
Those in attendance get to upskill their knowledge while networking with some of the brightest marketers in the UAE.
Kinship Social Media Command Center Expertise KINSHIP digital
Building a Social Media Command Centre is a question of strategy and decision-making between the optimum balance of in-house and external resources.
KINSHIP owns, operates, consults, supplements and enhances Social Media Command Centers - our own and those of clients. Our business-focused methodology, combined with our understanding of social strategy and social technologies, ensures a managed outcome within time and budget for new entrants into social media monitoring.
We are also expert in establishing offshore Social Media Command Centres including strategy, design, recruiting, training and managing staff on behalf of clients. We sometimes do this as Build Own Transfer and other times as Build Own Operate for clients.
Follow us @KINSHIPd
Click Jam is the must-attend inbound marketing event for mid to large enterprise marketing professionals. Each Click Jam speaker is carefully selected, vouched for and a true practitioner in their field.
Those in attendance get to upskill their knowledge while networking with some of the brightest marketers in the UAE.
Kinship Social Media Command Center Expertise KINSHIP digital
Building a Social Media Command Centre is a question of strategy and decision-making between the optimum balance of in-house and external resources.
KINSHIP owns, operates, consults, supplements and enhances Social Media Command Centers - our own and those of clients. Our business-focused methodology, combined with our understanding of social strategy and social technologies, ensures a managed outcome within time and budget for new entrants into social media monitoring.
We are also expert in establishing offshore Social Media Command Centres including strategy, design, recruiting, training and managing staff on behalf of clients. We sometimes do this as Build Own Transfer and other times as Build Own Operate for clients.
Follow us @KINSHIPd
Almost all successful businesses have a well-designed marketing strategy, high levels of brand awareness and a loyal customer base. That said, the opportunity often exists to enhance their digital brand presence and drive additional revenue with an integrated, data-driven, measurable approach.
By taking an insights-led, strategic approach to digital/social media marketing, it becomes easier to track -- allowing iteration over time to ensure real business results are met.
Despite a growing shift of resources and budget to the development of digital marketing strategy, platforms and channels, the actual skill levels to effectively manage and execute digital marketing programs are absent outside of digital teams.
The Digital IQ Index is Digital Chameleon's report on digital capabilities within media, marketing and agency industry in Australia.
Tarek elashraf marketing - the impact of digital technology on b2 b communi...Tarek Elashraf
Communication between companies and their customers has changed dramatically, especially by the birth of social media platforms such as Facebook, Twitter, and LinkedIn
Social media platforms has changed the way B2B companies interact and communicate with them.
This slide presentation is part of our digital strategy programme and put together in collaboration with my colleague Neil Kelley.
in here we look the Strategy part of SOSTAC (PR Smith), the RACE model (Dr. Dave Chaffey) some other models such as TOWS and Ansoff Matrix, and finally the introduction of a new e-marketing mix integrating on-line and off-line marketing activities.
In June 2010, Gatorade unveiled its “Mission Control Center,” and in December of that year Dell announced its “Social Media Command Center.” Since then, organizations such as Hendrick Motorsports, The Oregon Ducks, Symantec and others have discussed how they use their social media command centers to listen to hundreds of thousands—even millions—of posts, interact with fans and customers, solve service issues and surface trends, risks and opportunities.
To learn more about the state of social media command centers, Altimeter Group spoke with three organizations — MasterCard, eBay, and Wells Fargo Bank — and found significant variations in objectives, priorities and technology for the command centers, but similarities in strategic focus and business planning.
In this report, Altimeter analyst Susan Etlinger presents findings, case studies, and expert recommendations for evaluating, building or fine-tuning a Social Media Command Center.
For more information about this report, please visit: bit.ly/evolution-of-smcc.
Evolution Not Revolution: The Social Intelligence Maturity ModelTodd Todd
http://synthesio.com/corporate/en/resources/#guides | Intelligence on social media interaction is constantly evolving. In the increasingly interconnected world we live in today, the need for a model to encompass this topic has become very relevant for businesses and organizations. Synthesio answers this with the social intelligence maturity model.
Almost all successful businesses have a well-designed marketing strategy, high levels of brand awareness and a loyal customer base. That said, the opportunity often exists to enhance their digital brand presence and drive additional revenue with an integrated, data-driven, measurable approach.
By taking an insights-led, strategic approach to digital/social media marketing, it becomes easier to track -- allowing iteration over time to ensure real business results are met.
Despite a growing shift of resources and budget to the development of digital marketing strategy, platforms and channels, the actual skill levels to effectively manage and execute digital marketing programs are absent outside of digital teams.
The Digital IQ Index is Digital Chameleon's report on digital capabilities within media, marketing and agency industry in Australia.
Tarek elashraf marketing - the impact of digital technology on b2 b communi...Tarek Elashraf
Communication between companies and their customers has changed dramatically, especially by the birth of social media platforms such as Facebook, Twitter, and LinkedIn
Social media platforms has changed the way B2B companies interact and communicate with them.
This slide presentation is part of our digital strategy programme and put together in collaboration with my colleague Neil Kelley.
in here we look the Strategy part of SOSTAC (PR Smith), the RACE model (Dr. Dave Chaffey) some other models such as TOWS and Ansoff Matrix, and finally the introduction of a new e-marketing mix integrating on-line and off-line marketing activities.
In June 2010, Gatorade unveiled its “Mission Control Center,” and in December of that year Dell announced its “Social Media Command Center.” Since then, organizations such as Hendrick Motorsports, The Oregon Ducks, Symantec and others have discussed how they use their social media command centers to listen to hundreds of thousands—even millions—of posts, interact with fans and customers, solve service issues and surface trends, risks and opportunities.
To learn more about the state of social media command centers, Altimeter Group spoke with three organizations — MasterCard, eBay, and Wells Fargo Bank — and found significant variations in objectives, priorities and technology for the command centers, but similarities in strategic focus and business planning.
In this report, Altimeter analyst Susan Etlinger presents findings, case studies, and expert recommendations for evaluating, building or fine-tuning a Social Media Command Center.
For more information about this report, please visit: bit.ly/evolution-of-smcc.
Evolution Not Revolution: The Social Intelligence Maturity ModelTodd Todd
http://synthesio.com/corporate/en/resources/#guides | Intelligence on social media interaction is constantly evolving. In the increasingly interconnected world we live in today, the need for a model to encompass this topic has become very relevant for businesses and organizations. Synthesio answers this with the social intelligence maturity model.
Data is of no use if you don’t know what to do with it. 2013 will see brands increasingly looking for social media data analysts who understand what to do with big data and how to use it for business results.
Our second #SocialBreakfast at Your Social Agency about social care and customer centric strategies.
How to turn your business socially matured. This was the topic of our social breakfast workshop where banks, insurances, FMCG, retail and real estate participated presented by Victor Madueno and Your Social agency. Maturity models help businesses plan their digital transformation within digital and social, by applying new business and organisational models.
Your Social is a strategic and creative social agency, with offices in Breda (NL) and Dubai (UAE) part of Oxyma Group.
Search And Success: How To Make Your Website, Content And SEO Pay OffMichael Hackmer
You know SEO, content and social media are important to your marketing because everyone keeps telling you they are. But what not enough marketers know is how to make those tactics actually pay off in increased leads, sales and ROI.
This presentation covers how to tie it all together with an information architecture and conversion strategy that will not only bring in more traffic, but help you turn more of that traffic into growth on the bottom line. Including how to:
- Identify your target audience and the messaging you need to reach them
- Build an information architecture that naturally enables SEO and social marketing
- Develop a content marketing library that wins business
- And, converting more visitors into leads, leads into sales, and sales into long-term ROI
Sponsored by LogMyCalls
The Presentation Agenda
1) Background (Terms, B2B And B2C Marketing Trends, SEO, ETC)
2) Consumer Trends Worth Noting
3) Identifying Your Customers
4) What Is Information Architecture And Why Is It Important?
5) SEO And Content Marketing That Wins Business
6) Measuring Results And Converting To Sales
7) Building Your Social Media Strategy
8) Time And Resource Management
Questions? Please contact Michael Hackmer, Found, Social Web Tactics, at: 703-362-1586. Email: michaelhackmer@socialwebtactics.com
Your Social Breakfast 2017-10: Social Care: The Next FrontierYour Social ME
Social Care:
How to implement successful customer experiences on social media
From inactive to reactive to proactive to predictive
Case studies and examples
Social has played an essential, introductory role in brands’ digital transformation. It has shown tangible results and allowed to track change and progress.
But how can you leverage any social media operation to transcend beyond its direct impact? This webinar explores the future and evolution of content studios, from social only to full-on digital.
Marketing social media for trading investmen industry Dinis GuardaDinis Guarda
Marketing and Social Media for Finance: trading & Investment Industry:
Front Operations: Marketing Merlin - Everything You Need to Know.
How to leverage Marketing Strategy, Lead generation and tracking to get a full scope customer acquisition and relation?
As digital and social evolves how can you get the best of your marketing, media buying, SEO and social media activities to increase your sales and retain customers, and make sure we build a strong data base and analytic insights?
Internet - Digital Marketing
This slide is used for "Manajemen Teknologi Informasi" for Teknologi Informasi Study Program at Universitas International Batam (UIB).
@2020
Objective was to design a social media framework to integrate with the campaign's digital ecosystem to support an experiential seamless user experience.
Collapsing Narratives: Exploring Non-Linearity • a micro report by Rosie WellsRosie Wells
Insight: In a landscape where traditional narrative structures are giving way to fragmented and non-linear forms of storytelling, there lies immense potential for creativity and exploration.
'Collapsing Narratives: Exploring Non-Linearity' is a micro report from Rosie Wells.
Rosie Wells is an Arts & Cultural Strategist uniquely positioned at the intersection of grassroots and mainstream storytelling.
Their work is focused on developing meaningful and lasting connections that can drive social change.
Please download this presentation to enjoy the hyperlinks!
Mastering the Concepts Tested in the Databricks Certified Data Engineer Assoc...SkillCertProExams
• For a full set of 760+ questions. Go to
https://skillcertpro.com/product/databricks-certified-data-engineer-associate-exam-questions/
• SkillCertPro offers detailed explanations to each question which helps to understand the concepts better.
• It is recommended to score above 85% in SkillCertPro exams before attempting a real exam.
• SkillCertPro updates exam questions every 2 weeks.
• You will get life time access and life time free updates
• SkillCertPro assures 100% pass guarantee in first attempt.
Suzanne Lagerweij - Influence Without Power - Why Empathy is Your Best Friend...Suzanne Lagerweij
This is a workshop about communication and collaboration. We will experience how we can analyze the reasons for resistance to change (exercise 1) and practice how to improve our conversation style and be more in control and effective in the way we communicate (exercise 2).
This session will use Dave Gray’s Empathy Mapping, Argyris’ Ladder of Inference and The Four Rs from Agile Conversations (Squirrel and Fredrick).
Abstract:
Let’s talk about powerful conversations! We all know how to lead a constructive conversation, right? Then why is it so difficult to have those conversations with people at work, especially those in powerful positions that show resistance to change?
Learning to control and direct conversations takes understanding and practice.
We can combine our innate empathy with our analytical skills to gain a deeper understanding of complex situations at work. Join this session to learn how to prepare for difficult conversations and how to improve our agile conversations in order to be more influential without power. We will use Dave Gray’s Empathy Mapping, Argyris’ Ladder of Inference and The Four Rs from Agile Conversations (Squirrel and Fredrick).
In the session you will experience how preparing and reflecting on your conversation can help you be more influential at work. You will learn how to communicate more effectively with the people needed to achieve positive change. You will leave with a self-revised version of a difficult conversation and a practical model to use when you get back to work.
Come learn more on how to become a real influencer!
This presentation, created by Syed Faiz ul Hassan, explores the profound influence of media on public perception and behavior. It delves into the evolution of media from oral traditions to modern digital and social media platforms. Key topics include the role of media in information propagation, socialization, crisis awareness, globalization, and education. The presentation also examines media influence through agenda setting, propaganda, and manipulative techniques used by advertisers and marketers. Furthermore, it highlights the impact of surveillance enabled by media technologies on personal behavior and preferences. Through this comprehensive overview, the presentation aims to shed light on how media shapes collective consciousness and public opinion.
3. AGENDA
! Who we are
! Current state of social media
! The maturity frameworks we currently have
! Social business maturity model
! Social care maturity model
! Models in the making
! Case studies
5. Who weare
We help the best brands in the world create
competitive advantage through people-based marketing.
We believe in marketing to people not proxies.
We believe the future of marketing is personal,
informed by data, powered by technology,
and delivered through creativity.
6. What we do
M A T U R I T Y
VALUE
Engagement & Journey Focused
Omni-Channel
Marketers
• Audience Planning
• Journey Mapping & Personalisation
• Cross-Channel Targeting
• Fractional Attribution
Customer & Value Focused
People-based
Marketers
• PII-Driven Audience Strategy
• Segmentation & LTV Modeling
• Lifecycle Strategy
• Portfolio Management
Channel & Campaign Focused
Performance
Marketers
• Search
• Display
• Programmatic
• Mobile
• Social
• Re-targeting
7. SOCIAL DATA STRATEGY CONTENT& CAMPAIGNS COMMUNITY ADVERTISING
What we do
Consultancy
20. current maturity frameworks
A maturity framework that is
based on the Social Business
Maturity Framework of
Altimeter. This framework
focuses on how to develop
clients from a planning stage of
social maturity to a social
business maturity.
Social Business
Maturity Framework
Social Care
Maturity Framework
Digital
Maturity Framework
Our own framework that
explains the different phases of
social care within the
organisation and the structural
development of social care.
A broad digital maturity
framework based on the Digital
Transformation steps of
Altimeter. This framework
discusses digital transformation
within organisations.
21. Ad hoc connections
within the
organisation to
manage digital,
social media or any
other marketing
discipline.
One department
controls all
efforts,
supporting
departments.
A central team
coordinates, but
empowers others
to participate
(spokes).
Central and
multiple hub
teams within
GEOS coordinate.
Each employee is
empowered to act
on behalf of the
brand.
Decentralised Centralised Multiple Hub &
Spoke
Holistic
Organisational Model
Hub & Spoke
23. The most mature social
businesses are both more
profitable and have more loyal
customers, each by a 77%
margin.
Source: according to Altimeter Grouo Social Maturity Analysis
25. Goals
Metrics
Initiatives
Organisation &
Resources
The defined goals of the phase combined with strategic
direction on how to develop in maturity.
What can we measure in different phases and what should
we do with the data.
The initiatives that can be rolled out in different phases,
including content and processes.
How we will organise ourselves and determine the people
needed within the organisation.
Defining key areas for Social Business Maturity
26. Social Business Maturity framework
Planning Presence Engagement Formalised Strategic Converged
Goal
! Understanding how
customers use social
channels
! Prioritize strategic
goals where social can
have the most impact
! Amplify existing
marketing efforts.
! Encourage sharing
! Drive consideration
to purchase
! Provide direct
support
! Internal employee
engagement
! Set governance
for social
! Create discipline
and process
! Strategic business
goals
! Scale across business
units
! Objectives within HR,
sales, finance.
! C-level involvement
! Social drives
transformation
! Integrates social into
business culture and
philosophy
Metrics
! Mentions
! Sentiment
! Share of voice
! Fans and followers
! Shares
! KPI’s on brand level
! Traffic
! Path to purchase
! Lower support cost
! Customer
satisfaction
! Listening to
determine customer
journey
! Process efficiency
! Link to
departments
! Business
goals & ROI
! Enterprise metrics like
Net Promoter Score
through social media
! Deep analytics tied to
functions and lines of
business
! Insights lead to
adaptive and predictive
strategies
Initiatives
! Listening / Monitoring
! Internal audits
! Pilot
! Social content
! Risk management
! Training
! Always on media support
! Long term
campaigns and
projects
! Social support
communities
! Set up internal
Enterprise Social
Network
! Ambassador
program
! Employee
engagement
! SMMS to scale
employees
! Social part of content
process
! Redefine processes
! Enterprise-wide training
! One strategy process
managed through
disparate but
complementary teams
and efforts
Organisationand
Resources
! Monitoring platform
! Part-time headcount
! Agency support
! Social Media manager ! Small,
dedicated team
! Social Media
Management
Systems (SMMS)
! Staffing up
social centre of
excellence
! Invest in
technology
! Social hub coordinates
SoMeMa
! Dedicated headcount
! Social is everyone’s
responsibility
Social Beginner !○○ Social Brand !!○ Social Business !!!
28. Inactive Reactive Proactive Predictive
Preparing for social
care, but customer care
still happens through
traditional channels.
Social care is reactive and
primarily based on
inbound questions and
complaints.
Social care is proactive and
used to actively engage with
consumers - from
complaint management to
relationship building.
Customer care is omni-channel
and based on predictive data
and analytics offering
consumers help before need
for help arises
4 phases in social care maturity
29. Goals Data & Metrics Channels
Organisation &
Resources
The defined goals of the phase
combined with strategic direction
on how to develop in maturity.
What we can measure in different
phases and how we should
approach data.
The channels that we need to set
up in the different phases until
we reach an omni-channel
presence.
How we will organise this and
what it means for the people
needed within an organisation.
Tooling & Technology
What tools and technology we
need in the different of phases of
maturity.
Defining key areas for Social Business Maturity
30. Social care Maturity framework
Inactive!○○○ Reactive!!○○ Proactive!!!○ Predictive!!!!
Goal
! Understanding how
customers use social
channels for customer
care
! Prioritise strategic goals
for social care
! Amplify existing customer care
efforts through the use of
social media
! Improve conversation and feedback
! Improve customer relation
! Understanding the customer
journey
! Adding brand value based on
customer behaviour.
! Deciding on next best activity to
help customers before they have
a need for help
Data & metrics
! Offline customer data, like
demographics, contact
details, policy details
! Basic social data as questions,
comments, reviews.
! Response time and rate
! Storage of high level customer
feedback
! Sentiment
! Customer satisfaction
! Net promoter score through social
media
! Insights lead to adaptive and
predictive customer care strategy
! Social data harvested, stored and
combined with CRM to create 360
customer profile
! Omni-channel analytics
! Customer lifetime value
! Customer feedback loop
Channels
! No presence on social
channels
! Focus on 1 or 2 social channels ! All social channels ! Omni-channel
Organisation &
resources
! Agency support in
planning for social care
! No formal processes and
responsibilities for social
care
! Basic social care team
consisting of customer care
representatives
! Processes and responsibilities
defined for social care
! Centralised social care activities
! Knowledgeable team for proactive
social care (relationship building,
sales, leads, marketing)
! Processes and responsibilities
adapted to proactive social care
! Centralised organisational model
! Digital team with digital skills
(combination customer and data
roles)
! Hub & spoke organisational
model
Tooling &
technology
! Traditional customer care
tools, like helpdesk, call
center and self service
tools
! Live-chat tools
! Social media monitoring &
conversation tool for direct
questions and comments
! Continuous social media monitoring
for proactive conversation
management and reputation & risk
management
! Social media management systems
incl. content creation
! Omni-channel tooling (CRM,
analytics, social)
! Innovative technology (chat bots,
AI)
! Data management platforms
32. A maturity framework that is leading for
how clients manage modern researchand
use data across different phases.
Social Intelligence
Maturity Framework
Community management
Maturity Framework
A framework createdto growsocial
communities into more matured ones,
with loyal fans and brand ambassadors,
the true advocates of your brand.
Future frameworks
34. Social Beginner Social Brand Social Business
Inactive Reactive Proactive Predictive
Bateel –Social Media maturity models
35. Planning Presence Engagement Formalised Strategic Converged
Goal
• Understanding how
customers use social
channels
• Prioritize strategic
goals where social can
have the most impact
• Amplify existing
marketing efforts.
• Encourage sharing
• Drive consideration
to purchase
• Provide direct
support
• Internal employee
engagement
• Set governance
for social
• Create discipline
and process
• Strategic business
goals
• Scale across business
units
• Objectives within HR,
sales, finance.
• C-level involvement
• Social drives transformation
• Integrates social into
business culture and
philosophy
Metrics
• Mentions
• Sentiment
• Share of voice
• Fans and followers
• Shares
• KPI’s on brand level
• Traffic
• Path to purchase
• Lower support cost
• Customer
satisfaction
• Listening to
determine customer
journey
• Process efficiency
• Link to
departments
• Business
goals & ROI
• Enterprise metrics like
Net Promoter Score
through social media
• Deep analytics tied to
functions and lines of
business
• Insights lead to adaptive
and predictive strategies
Initiatives
• Listening / Monitoring
• Internal audits
• Pilot
• Social content
• Risk management
• Training
• Always on media support
• Long term
campaigns and
projects
• Social support
communities
• Set up internal
Enterprise Social
Network
• Ambassador
program
• Employee
engagement
• SMMS to scale
employees
• Social part of content
process
• Redefine processes
• Enterprise-wide training
• One strategy process
managed through disparate
but complementary teams
and efforts
Organisation
andResources
• Monitoring platform
• Part-time headcount
• Agency support
• Social Media manager • Small,
dedicated team
• Social Media
Management
Systems (SMMS)
• Staffing up
social centre of
excellence
• Invest in
technology
• Social hub coordinates
SoMeMa
• Dedicated headcount
• Social is everyone’s
responsibility
Social Beginner ●○○ Social Brand ●●○ Social Business ●●●
Bateel –Social business maturity
36. Bateel –social care maturity frameworkInactive Reactive Proactive Predictive
Goal
! Understanding how
customers use social
channels
! Prioritise strategic goals
for social media
! Increase brand and product
awareness
! Increase engagement
! Amplify existing customer
care efforts through the use
of social media
! Improve conversation and
feedback
! Improve customer relation
! Understanding the customer
journey
! Adding brand value based on
customer behavior.
! Deciding on next best activity
to help customers before they
have a need for help
Data &
metrics
! Offline customer data,
like demographics,
contact details,
behaviors and sales
history
! Basic social data as
questions, comments,
reviews.
! Response time and rate
! Storage of high level
customer feedback
! Lead generation and cost per
acquisition metrics
! Tools to help identify
relevant KPIs
! Sentiment
! Customer satisfaction
! Net promoter score through
social media
! Insights lead to adaptive and
predictive customer care
strategy
! Social data harvested, stored
and combined with CRM to
create 360 customer profile
! Omni-channel analytics
! Customer lifetime value
! Customer feedback loop
Channels
! No presence on social
channels
! Focus on 1 or 2 social
channels
! All social channels ! Omni-channel
Organisation
& resources
! Agency support in
planning with social
media strategy
! No formal processes and
responsibilities for social
media
! Basic social media team
consisting of in-house and
external teams
! Processes and responsibilities
defined for social media
! Centralised social media
activities
! Knowledgeable team for
proactive social media
(relationship building, sales,
leads, marketing)
! Processes and responsibilities
adapted to proactive social media
! Centralised organisational model
! Digital team with digital skills
(combination customer and
data roles)
! Hub & spoke organisational
model
Tooling &
technology
! Preparing the
organization for social
tools and integrations
with their existing
software and tools
! Live-chat tools
! Social media monitoring,
measuring, advertising &
conversation tool
! Continuous social media
monitoring for proactive
conversation management and
reputation & risk management
! Social media management
systems incl. content creation
! Omni-channel tooling (CRM,
analytics, social)
! Innovative technology (chat
bots, AI)
! Data management platforms