I talk to a lot of businesses that understand the importance of social media. Most of them have already started the journey but aren't quite sure what comes next. I've designed this as a guide to help you through the set up phase so that you can ensure social services your entire business, not just the Marketing dept.

1. @fionas_h
WEB 3.0
fiona-scott-handley
Image
Credit
:
h.p://www.desktopwallpaperhd.net/wallpaper-­‐design32440.html

2. Your customers are shutting out your
noise and organising themselves around
the messages they want to hear.
SO….. WEB 3.0 ?
The whole web is mobile
The whole web is social

3. Source:
slideshare.net/kleinerperkins/kpcb-­‐internet-­‐trends-­‐2013
Mobile just overtook desktop in China
MOBILE
This wasn’t ‘meant’ to happen until next year
Image:
h.p://etgafapasta.files.wordpress.com/2012/11/pull-­‐bear-­‐man-­‐collecDon-­‐hipster-­‐premium-­‐autumn-­‐winter-­‐invierno-­‐2012-­‐fashion-­‐trends-­‐modaddicDon-­‐91.jpg

4. The 7 steps to greatness*
SO….. ARE YOU READY?
*as decided by me

5. • Listen
• Sort
your
strategy
(what
value
do
you
add?)
• Rally
the
troops
(virtual/out-­‐
sourced/in-­‐house)
• Get
going
• Test-­‐learn-­‐adapt
• Measure
Listen
STEP 1:
Which means you have to be quiet for a bit!
h.p://3.bp.blogspot.com/-­‐DF9TD1ewBPE/TkLIQw_FzGI/AAAAAAAABHI/EJUxof_SE8E/s1600/pull-­‐and-­‐bear.jpg

6. Brand
STEP 2:
Know what you stand for
How will you tell your story?
h.p://4.bp.blogspot.com/-­‐ViIm70clEV0/T5fMvsWjJPI/AAAAAAAABgs/dBTN1-­‐P1W04/s1600/19.jpg

7. Strategy
STEP 3:
Get it sorted FIRST
Understand the value your brand adds
h.ps://encrypted-­‐tbn1.gstaDc.com/images?q=tbn:ANd9GcRLAY2Bm6kJR4yxN8ci2LyCsbbX8M4YZ8H-­‐uDT4VhcabOzuMPb8BQ

8. Infrastructure
STEP 4:
Rally your troops (get your own A-Team!)
You can have a real or virtual team
Outsource for gaps in expertise
Process, process, process

9. Get going
STEP 5:
Don’t wait for it to be perfect
Just have a structure in place
Track who’s doing what
Image
credit:
h.ps://encrypted-­‐tbn2.gstaDc.com/images?q=tbn:ANd9GcTyLl_54k0XjzGUWggHbbd8B1Frqu6r0MSZQ4tndEpyzC6Q2BKr

10. Test – learn - adapt
STEP 6:
Quickly
Use A/B testing
Learn and move on. Don’t linger.
Create your own wisdom

11. Measure
STEP 7:
Customer knowledge (behavioural or buying insights)
Advocacy (use your audience to talk to their audience)
ARPU increases, churn decreases
Brand metrics
Image
credit:
h.p://www.theblogismine.com