This document discusses branding strategies and how brands can leverage social media. It advocates that brands should listen to customer conversations, befriend customers, solve their problems, share valuable content, and customize offerings to meet customer needs. The document provides examples of how brands like Audi, Mayo Clinic, and Threadless have successfully implemented social media strategies to engage customers through content, collaboration, conversations and addressing their needs.
19. did
you
know?
• 41% of people said social media would affect
their choice of healthcare provider
• 77% of patients used search prior to booking
an appointment.
• Roughly 1/3 of patients used tablets or mobile
devices on a daily basis for research and/or to
book appointments
• 51% say they’d feel more valued as a patient
via digital health communications
• Email is a valued channel across nearly all
message types, from patient care and health
tips to seasonal reminders and payment
reminders
(Source: Google, TeleVox)
23. So what do big
brands do on social
media?
They LIBEF and SOSHA
24. What does that mean?
LISTEN: Listen to conversations happening online, relevant to your keywords
BEFRIEND: Make your customer your friend
SOLVE: Solve their problems, queries, doubts
SHARE: Share information, valuable content with them
25. The case of Audi R8:
• In 2011, a young lady named Joanne McCoy tweeted everyday using #WantanR8’.
• Luckily for her, Audi was listening, and responded by showing up at her Washington, D.C.
home with a brand-new sports car for the day
• From there onwards, the company went on to share the love and started giving fans who
tweeted using this hashtag an Audi R8 for a day
• So far, the hash tag has been used over 75,000 times since its inception, but that number
is expected to skyrocket
How successful
brands LIBEF
and SOSHA
27. Dave Carroll’s viral video
• In 2008, Canadian musician Dave Carroll took a United
Airlines flight
•Upon reaching his destination, he discovered that his
$3500 Taylor guitar was severely damaged due to rough
handling
•When he raised his claim to United Airlines, he was met
with indifferent employees and his claim was ultimately
apparently because he hadn’t submitted it ‘in time’
•In protest, Dave Carroll went on to do what he did best:
he made a song about the whole episode and published
it on youtube
•Almost immediately, the video went viral, generating a
lot of negative feedback for United Airlines, from other
disconcerted passengers
•Till date, this video has garnered 2.5 million views and
Dave is planning on a sequel, plus a book
29. How to create a
successful digital strategy
• Build a digital community
• Generate enquiries/sales
30. Say Hello to the AECCC strategy
From David Rogers: ‘ The Network Is Your
31. • A band created for Healthberries Clinic Pune, which stores all relevant medical information
about you
• This band could also possibly give you alerts on medical tests, medical precautions you
need to take on a real-time basis and relay important information back to your physician
ACCESS: Be present where your consumer is
32. Scanadu Scout:
Brainchild of entrepreneur Walter De Brouwer
• A device which helps people capture health
information such as temperature, blood oxygen
level and electrical heart activity by holding the
gadget to your temple for 10 seconds.
ACCESS: Be present where your consumer is
36. 5 ways how Mayo Clinic uses social media
Here are 5 ways how Lee Aase, the director of the Center for Social Media at Mayo Clinic uses
social media
Youtube: YouTube is one of a hospital’s most successful outlets in terms of marketing itself to
potential clients. At Mayo, we utilize this for patients to highlight our areas of expertise and focus.
Twitter: For Mayo, word of mouth has been the best way to get our name out there for the past
100 years, but Twitter has taken that model to the next level
Facebook: On Facebook, we can build a community of former patients, current patients and
future patients. Facebook acts as a forum for patients to interact with the hospital and with one
another, but Facebook lets its community go into more depth
Blogs: Blogs are a great way to publish timely news. Blogs also offer the added benefit of tending
to fare well in search engine optimization
Cross promotion: We utilise as many social media outlets as possible and emphasise on cross
promotion, for example, taking YouTube clips and posting them on the hospital’s Facebook wall or
Twitter feed. If done properly, health organizations will see an increase in patient volumes.
37. Derm TV
•Internet’s top skin care resource hosted by
leading New York based dematologist
Dr. Neal Schultz. Topics include acne, wrinkles,
exfoliation and more.
•His videos have received over 97 lakh views
ENGAGE: Become a source of valued content
38. Motherhood Simplified
•Motherhood Simplified:* An online and
offline platform developed by Seagull
Advertising which gives information on
pregnancy through on ground seminars,
online blogs, videos and user generated
content.
ENGAGE: Become a source of valued content
In concept stage
39. Will it Blend?
•Blendtec, a local commercial and home
blender manufacturer from Utah has created
one of the most successful viral social media
marketing campaigns 6 years ago.
•Once a small manufacturer, currently active
in 90+ countries, Blendtec is today known to
millions with its crazy yet funny "Will It
Blend?" videos.
ENGAGE: Become a source of valued content
41. CUSTOMISE: Adapt your offerings to your customer’s needs
In today’s age, we can’t give
consumers what we want, we need
to give them what they need or are
looking for.
The three slides which follow, show
three examples of brands which have
successfully adapted their product to
their consumers’ needs and wishes.
45. COLLABORATE: Involve your customers and co-create with them
Threadless clothing:
The company, run by Jake Nickell, Jacob DeHart, and Jeffrey
Kalmikoff, turned the fashion business on its head by enabling
anyone to submit designs for t-shirts and asking its community
of more than 500,000 members to help select winning designs.
Threadless encouraged community members to actively
participate by critiquing submitted designs, blogging about
their daily lives, posting songs and videos inspired by the
designs, and, most important, purchasing t-shirts that have
won the weekly design competitions.
47. COLLABORATE: Involve your customers and co-create with them
Wikipedia:
The world’s biggest free-content,
collaborative online encyclopaedia
A wiki is a website that allows contributors to
create and edit the wiki’s own pages using a
simplified editor within the browser.
This self-editing software was invented by
Ward Cunningham
48. CONNECT: Be a part of your customer’s conversation
PatientsLikeMe:
A platform for people afflicted with diseases
to connect to other patients suffering from
the same disease, to exchange vital
information, find companionship and also
report drug side effects directly to
government regulators.
50. CONNECT: Be a part of your customer’s conversation
McDonalds:
Our Food. Your questions.
Giving consumers a
platform to ask their
questions and answering
them in an engaging,
informative manner.
52. CONNECT: Be a part of your customer’s conversation
March of Dime Charity:
•Allowing people to make their
own 60 second ad to raise
awareness of premature
births. People were invited to
share their baby stories
through videos, blogs.
•Over 80 ads were submitted,
3000 votes were cast and the
winning ad was distributed
nationally on tv.