Online Engagement-The new frontier of consumer relations
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SOCAP Symposium Sydney 2009 Presentation Online engagement - The new frontier of consumer relations
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Semelhante a Online Engagement-The new frontier of consumer relations
Semelhante a Online Engagement-The new frontier of consumer relations (20)
Online Engagement-The new frontier of consumer relations
- 1. ONLINE ENGAGEMENT The new frontier of consumer relations David Wesson 19th Annual SOCAP Australia International Symposium
- 3. "We live in a world where the little things really do matter. Each encounter no matter how brief is a ‘micro interaction’ which makes a deposit or withdrawal from our rational and emotional subconscious .The sum of these interactions adds up how we feel about a particular product, company or service.." Thought starter
- 5. The Highly Engaged Consumer
- 6. When Consumers turn into Critics
- 7. What do Consumers See Online?
- 10. Understanding Online behaviour The effect of Key influencers
- 14. Online Engagement Strategy Framework
- 17. Twitter usage - who and how? Other Driving Traffic Service Status Updates Customer Service Interaction Branding Fun Managing Reputation
- 18. Evolving our Systems Measurement
- 19. The Future –The 5 phases of the Social web
Notas do Editor
- Why should they care Whats in it for them How do I get started What is the problem the audience has for my information Design speech around problem How to understand online behavior and deliver more effective customer service Trolls & giriefers Benefits and examples of of info Actions steps Customers see 1 find out what they love or hate –research & find out what sentiment 2.Using SM to engage Deliver better customer service Twitter FB & get satisfaction 3 customer advocacy Pro or anti lobby Propensity to suggest a boycott Peer to peer to add the “wow factor’ to your customer service Way co’s can listen what is being said about them online How effectively enegage using sm tools Techniques and strategies Interpret analyze and respond effectively Avoid the pitfalls Foster maintain trust and credibility online Immdeiacy Constantly changing Unrivalled listening post Mointoring tools provide consumer insights,attitudes,company rep,sentiment around Promoting openess
- "Customers trust each other more than [they trust] anybody else," Owyang says. Because of peer-to-peer trust, it's critical that, as marketers promote their products or services, the focus is on community and the advocates within each community. Doing so, Owyang says, will be "the only way a brand can scale.“ When Pete black shaw
- Conversation with your customers treating them as human 2 way symbiotic relationship What can u do Action steps Develop rules social media guidelines for companies Legal implications –Finance /Spam act How –do companies join the conversation
- To be authentic you have to embrace your personality and be true to your personality and let it shine through
- Anybody’s company here currently doing any forms of social media monitoring using any social media What’s in it for them Not so much the technologies but what they enable you to do as companies and be more social with your customer s Deeper richer understanding Used with other research Part of the feedback loop Identifies issues before they blow up Types of customers social ladder Reputation management Ethical methods Incorporate insights into engagement best practices
- An understanding of consumers’ social behavior will move marketers closer to that fabled 360-degree view, and enhance the ability to target. Social behavior, Weinroth says, could be a leading indicator of purchase intent, compared to the current emphasis on transactions. Catering to a “social reputation” will amplify the effects of viral, word-of-mouth strategies as campaigns reach into far-extending consumer networks.