The document outlines the importance of social media engagement with customers and provides a five-step approach to implementing a successful social media strategy. Key steps include monitoring brand buzz, building a case for social media investment, securing top management support, planning implementation, and organizing communication within teams. It emphasizes the need for genuine customer care and long-term relationship building in the digital space.

1. If we all did the things we arecapable of doing we wouldliterally astound ourselves.Thomas Alva Edison

2. What Goes Around Comes Around (3/3)Engaging with your customers in the digital world

3. TopicsWHAT & WHYWhat is social media, why is it important?http://www.slideshare.net/mannepanne/what-goes-around-comes-around-13TRENDSHow is social media changing consumer behaviour?http://www.slideshare.net/mannepanne/what-goes-around-comes-around-23GETTING INVOLVEDGrowing with social media, practical advicehttp://www.slideshare.net/mannepanne/what-goes-around-comes-around-33

4. Key considerations: 5 stepsSTART LISTENINGMonitor: what’s the buzz about your brand?How much is being said about you?Where are people talking?What are they saying?If you find a lot of negative buzz, figure out where things go wrong and immediately start fixing the glitches in product / process / service.GETTING INVOLVED

5. Key considerations: 5 stepsBUILD YOUR CASEWhy should you care about social media? What are the goals?...or: Why allocate time and resources to talk to customers?The rationale for investing in social mediaHow you will go about it, and who is involvedThe benefits it will bring to your organisation: objectives!GETTING INVOLVED

6. Key considerations: 5 stepsENGAGE TOP MANAGEMENTSocial media cuts across the company, without top level support implementation is impossible!Focus on:Competitive advantages of listening to what is said about you, to learn and adapt.Benefits from talking directly to loyal customers, and influencers in your field of business.Opportunities to identify negative buzz early and preventing it to grow to PR disaster.Creating an understanding of how social media impacts the business as a whole. This isn’t about starting a Twitter feed or a Facebook Page, but putting customers first in all parts of the business!GETTING INVOLVED

7. Key considerations: 5 stepsPLAN YOUR IMPLEMENTATIONHow do you reach your objectives? How do you know?Measurements and KPIsContent calendar and timelineResource and process planInternal communications plan!It is as important to communicate what you do internally, as it is externally. Great way to get sceptics on board, and increase support for social media, is to feed back what is said about company and products. Good points and bad, along with what is being done about it.GETTING INVOLVED

8. Key considerations: 5 stepsORGANISE YOUR TEAM(s)Communication needs structure, coordination, logistics!Training to staff members new to social media important.Social media isn’t a silver bullet that will fix any problems. It only helps finding out about them.Realise that every single person in your company has access to social media, and are likely to already have personal profiles on Facebook and Twitter. Outlining a communications policy to define what your brand does online, and how all employees can support it, is important.GETTING INVOLVED

9. Key considerations: 5 stepsSTART LISTENINGMonitor: what’s the buzz about your brand?BUILD YOUR CASEWhy should you engage with social media? What are your goals?...or: Why allocate time and resources to talk to your customers?ENGAGE TOP MANAGEMENTSocial media cuts across the company, without top level support implementation is impossible!PLAN YOUR IMPLEMENTATIONHow do you reach your objectives? How do you know?ORGANISE YOUR TEAMCommunication needs structure, coordination, logistics!Training to staff members new to social media important.GETTING INVOLVED

10. Follow customers all the way!LOYALTY/ ADVOCACYRETENTIONDEVELOPMENTACQUISITIONAWARENESS/ PRESENCEMAKE SURE YOU GIVE YOUR CUSTOMERS THE ATTENTION AND LOVE THEY DESERVE!Building relationships is a long term game whichrequires patience, passion and genuine customer care.GETTING INVOLVED

11. Thank you!Twitter: @mannehttp://www.hultberg.orgPart three of three, see the other parts on why social media is important and current trends in my Slideshare feed:Part 1, Part 2, Part 3