Lets Talk Business: Social Media Management
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The Social Media Solution for better customer value and growth. Featuring: Charlie Wood, Area Vice President Salesforce Radian6, Matt Kendall, Digital Communications Strategist, One Green Bean, Jamie Madden, Creative Director, Circul8, Nahji Chu, CEO, Miss Chu
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Lets Talk Business: Social Media Management
- 1. The Social Media Solution — Better Customer Value & Growth Social media management tools are now easier to use, better integrated and more affordable. Learn what works, how to campaign, and measure performance. #LetsTalkBiz
- 2. The Social Media Solution — Better Customer Value & Growth Welcome Lord Mayor Clover Moore, MP Let’s Talk Business presentation 2012 - #LetsTalkBiz
- 4. The Social Media Solution — Better Customer Value & Growth —Charlie Wood @snoutley Area Vice President – Asia Pacific & Japan, Radian6 —Matt Kendall @mjkendall Digital Communications Strategist, One Green Bean —Jamie Madden @jamie_circul8 Creative Director, Circul8 —Nahji Chu @_misschu Founder And Chief Executive Officer, Miss Chu Let’s Talk Business presentation 2012 - #LetsTalkBiz
- 5. Six Steps to a Social Enterprise for Marketers in a Social World Charlie Wood Area Vice President Asia Pacific & Japan Radian6 (a salesforce.com company) charlie.wood@radian6.com @snoutley +61450097711
- 6. | 6 STEPS TO A SOCIAL ENTERPRISE Your brand ≠ what you say about it Your brand = the sum of the conversations that exist about it
- 7. | 6 STEPS TO A SOCIAL ENTERPRISE Social Revolution: Social Networking Surpasses Email Social Users Email Users 2007 2008 2009 2010 2011 Source: Comscore, June 2011
- 8. | 6 STEPS TO A SOCIAL ENTERPRISE Social Revolution: Facebook Eats the Web 22% internet Top Internet Uses time is social Percent of Online Usage 2006 Search 2007 2008 2009 2010 2011 Sources: Nielsen Wire, January, 2011. Morgan Stanley Internet Mobile Report, December 2009
- 9. | 6 STEPS TO A SOCIAL ENTERPRISE Social Revolution: Next Generation Devices 16 Changing How We Access the Web billion mobile Tablets devices by Device Growth 2013 Smartphones Laptops Desktop 2007 2008 2009 2010 2011E 2012E 2013E Source: Gartner Research; Smartphone, Tablet, and PC Forecast, December 2010.
- 10. | 6 STEPS TO A SOCIAL ENTERPRISE The Social Divide: Customers and Companies Your customers and What about employees are social. your company?
- 11. | 6 STEPS TO A SOCIAL ENTERPRISE 1. Understand your Audience – Define Influence
- 12. | 6 STEPS TO A SOCIAL ENTERPRISE 2. Capture Industry Trends
- 13. | 6 STEPS TO A SOCIAL ENTERPRISE 3. Benchmark the Competition
- 14. | 6 STEPS TO A SOCIAL ENTERPRISE How can you listen and engage at massive social scale? How can you get the relevant posts to the right people in your enterprise? How can you engage with customers at their point of need?
- 15. | 6 STEPS TO A SOCIAL ENTERPRISE Social Hub: process automation engine for the social enterprise Listen at Massive Scale Automatically Route Social Conversations Social Hub Populate Social Customer Profiles Pre-integrated with Salesforce
- 16. | 6 STEPS TO A SOCIAL ENTERPRISE Social Hub: Process Automation Engine for the Social Enterprise Set Rules and Conditions Social Hub Reviews Social Posts and Takes Actions Automatically create social profiles, contacts and cases in Salesforce
- 17. | 6 THINGS MARKETERS NEED TO DO IN A SOCIAL WORLD Social Hub: Engage with Customers at Social Scale Social Hub 4. Sales 6. Marketing Source Find and New Prospects Grow Fans 5. Service Automatically Connect Social to Service
- 18. Marketers: Transform a passive audience into a community of advocates Identify fans automatically and build social profiles Keep audience engaged, scale to millions of fans Enable social focus groups, measure audience reaction and gather social metrics in real-time Use social insights to target and fine tune messages and campaigns
- 19. Radian6 for Service Cloud – with Social Hub Set Rules & Conditions in Social Hub Automate Case & Contact Creation Prepare Knowledge for Common Questions Respond via Service Cloud directly on Twitter and Facebook
- 20. Radian6 for Service Cloud – without Social Hub Community Service Manager Community managers monitor social media One-click contact and case creation Agents can respond with Service Cloud
- 21. | USE CASES http://www.radian6.com/applications Examples: • Crisis Management • Sales and Lead Generation • The Lifecycle of Buzz • Create a Listening Grid • Uncovering Influencers • Measure Community Engagement • Benchmark the Competition • Customer Service Outreach • 360 Degrees of Your Brand • Make a Case for Social Media • Capture Industry Trends • Find your Brand Evangelists • Social Meets Web Analytics • Listen When No One’s Talking B2B Social Media http://bit.ly/ovf1Q4 Social Media Primer http://bit.ly/ov3z5L
- 22. Radian6.com
- 23. The Social Media Solution — Better Customer Value & Growth —Charlie Wood @snoutley Area Vice President – Asia Pacific & Japan, Radian6 —Matt Kendall @mjkendall Digital Communications Strategist, One Green Bean —Jamie Madden @jamie_circul8 Creative Director, Circul8 —Nahji Chu @_misschu Founder And Chief Executive Officer, Miss Chu Let’s Talk Business presentation 2012 - #LetsTalkBiz
- 28. BE AWESOME
- 29. BE A SPONGE
- 31. BE CURIOUS
- 33. BE STRATEGIC
- 35. BE AGILE
- 37. BE BRAVE
- 39. BE USEFUL
- 41. BE THERE
- 43. BE ENTERTAINING
- 44. Be entertaining
- 45. BE CONSISTENT
- 46. Be consistent
- 47. BE RELEVANT
- 49. BE SHAREABLE
- 51. BE MOBILE
- 53. BE HUMAN
- 55. DON’T BE SHY
- 58. BE CALM
- 60. The Social Media Solution — Better Customer Value & Growth —Charlie Wood @snoutley Area Vice President – Asia Pacific & Japan, Radian6 —Matt Kendall @mjkendall Digital Communications Strategist, One Green Bean —Jamie Madden @jamie_circul8 Creative Director, Circul8 —Nahji Chu @_misschu Founder And Chief Executive Officer, Miss Chu Let’s Talk Business presentation 2012 - #LetsTalkBiz
- 64. “Social media is now a too important part of your customer’s life to ignore”
- 69. Marketing Then… PR Newspaper TV Magazines Event Direct Web
- 70. Marketing Now… Newspaper Magazines TV Direct Social Media Event PR Web
- 71. Social media Traditional media VS • It’s “owned” media • Social media is targeted • Social media is track-able
- 72. “People listen to people more than they listen to brands”
- 74. +
- 77. ?
- 78. Facebook - Business to customer marketing, customer service & lead gen Twitter - PR, events, talking to influencers & Seo Linkedin - Partnering, B to B, HR, business lead generation Which one? Youtube - Consumer marketing + driving traffic Blogs - PR, SEO, driving traffic, internal coms & database. Pinterest - Driving traffic, product launches and targeting females
- 86. 65 % Less Cost / acquisition + retention In the first 12 months
- 87. retention
- 89. Planning tips • Research your industry & competitors social pages • Develop a social voice for your brand retention • Choose a passionate community manager • Hypothesize risk scenarios & establish clear policies • Develop a posting schedule • List ways to convert your audience • Budget to run some ads
- 90. Management tips • Listen • Tweak your strategy retention • Keep posting • Be topical • Respond quickly to positive feedback • Respond even quicker to negative feedback
- 91. & have Fun
- 92. @jamie_circul8 /circul8 /jamiemadden @circul8 retention Jamie@circul8.com.au /circul8 /circul8 (02) 9331 6685 www.circul8.com.au
- 93. The Social Media Solution — Better Customer Value & Growth —Charlie Wood @snoutley Area Vice President – Asia Pacific & Japan, Radian6 —Matt Kendall @mjkendall Digital Communications Strategist, One Green Bean —Jamie Madden @jamie_circul8 Creative Director, Circul8 —Nahji Chu @_misschu Founder And Chief Executive Officer, Miss Chu Let’s Talk Business presentation 2012 - #LetsTalkBiz
- 94. 0. Quick intro to misschu 1 misschu 2 hotspots 3 years 5 tuckshops 3,000 Facebook fans and this is just the beginning!
- 95. 1. How has misschu leveraged social media? Built a brand organically Lost & Found George
- 96. 2. What has misschu accomplished? Created a platform for growth Created proximity with the brand Wider Facebook Community Engaged Facebook Community Website + iPhone app. Delivery + Hotspots Tuckshops + Catering Ability to stimulate any time Tuckshops open from 11.00 - 21.00
- 97. 3. When did misschu decide to engage social? Bondi Beach 2010 2011 2012 FACEBOOK TWITTER YOUTUBE FACEBOOK TIMELINE
- 98. 4. How does misschu manage social+ what’s the ROI? Armed with an iPhone, a laptop, CCTV, the weather forecast, soundcloud (music app.) & some downtime...
- 99. 5. misschu top tips for social media... 1. Create a unique vision. Bring people on the journey. 2. Create a brand experience. 3. Add personality. Create impact. 4. Embrace technology. Turn downtime into uptime. 5. Have purpose. But have fun with it.
- 100. Question & Answer Let’s Talk Business presentation 2012
- 101. The Social Media Solution — Better Customer Value & Growth Word from our Sponsor Jeremy Wood SMB Marketing, APAC Google Apps Let’s Talk Business presentation 2012 - #LetsTalkBiz