CSM Module 4: Leveraging social networks
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Leveraging social networks and social media marketing
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CSM Module 4: Leveraging social networks
- 1. Module 4: Leveraging Social Networks
- 2. MAS: Engaging bloggers using Facebook
- 6. CIMB on Facebook http://www.facebook.com/CIMBMalaysia One-to-one customer complaint resolution
- 7. Recruitment
- 8. CIMB advertises for social media-savvy employees
- 11. News updates
- 12. Marketing
- 19. Twitter in action: Plane crash! http://www.youtube.com/watch?v=imDFSnklB0k
- 21. From Twitter to Front page
- 23. Twitter as a canary in the coalmine
- 24. Would you trust a surgeon who tweeted your operation?
- 25. Tweeting what you eat
- 27. “ Water me, please!”
- 29. CIMB on Twitter: Customer service twitter.com/cimb_assists
- 30. “ People relate to people, not companies,” Tony Hsieh, Zappos.com, Zappos.com: Shoevangelism
- 40. Raised RM11,000 + two PC Desktops + Broadband Destiny Starting Point , a home Klang
- 41. Ashton Kutcher vs CNN @aplusk beats @cnnbrk to 1m followers, then donates US$100,000 to buy 10,000 nets for ‘Malaria No More’, a nonprofit which wants to end malaria deaths in Africa by 2015. No malaria video
- 48. Start a YouTube channel
- 55. 2.Connect 1.Listen 3.Add Value 4.Measure
- 60. “ In the past you were what you owned. Now you are what you share,” Charles Leadbeater
Notas do Editor
- While Facebook’s application platform lets you build unique functionality for users of your page, you’re limited to the tools it provides, and the guidelines that accompany them. With many big companies are still trapped in a Web 1.0 mindset, ownership of the e-mail list is priority #1. You’re never going to get that with Facebook.
- Passenger on ferry Janis Krums clicked a snapshot with his iPhone of US Airways Flight 1549 partially submerged in the Hudson River and tweets rescue of passengers in Hudson River after plane crash.
- Same pic appeared on front pages of major dailies.
- Pepsi Ad appears in German magazine of “last calorie suicide” found to be insensitive by Tweeters and was immediately killed.
- Botanicalls allows plant to send tweets to owner when it is running low on moisture. US$99.99 for the kit.
- Zappos is a company that believes in a good customer experience and that repeat customers are the key to success.
- Zappos has put culture first by launching twitter.zappos, com, a site that pulls in live feeds of all their employees who are on Twitter and of anyone who mentions Zappos on Twitter. It’s a constantly evolving conversation, a patchwork that represents their culture, but it’s also a completely transparent way to show how they are communicating with their customers - not just a company providing a service, but human to human conversation. Within a month of starting his Twitter account, the CEO has been sharing what he is up to personally and professionally and providing behind the scenes information about working at Zappos. It’s about customer service, it’s brand building, it’s reputation management, it’s CRM. But what does that do for the bottomline?
- Zappos customers become evangelists of the brand.
- I wrote Tony Hsieh an email after he said he would send anyone the Zappos Culture Book, then tweeted about it and received immediate reply from @Zappos_Service and three days later the UPS guy showed up outside my house in Malaysia. It arrived in 72 hours all the way from Vegas. Cool.
- Twestivals are events run via Twitter. In September 2008, a group of Twitterers based in London UK decided to organise an event where the local Twitter community could socialize offline; meet the faces behind the avatars, enjoy some entertainment, have a few drinks and tie this in with a food drive and fundraising effort for a local homeless charity. The bulk of the event was organized in under two weeks, via Twitter and utilized the talents and financial support of the local Twittersphere to make this happen. Around the world similar stories started appearing of local Twitter communities coming together and taking action for a great cause. Twestival was born out of the idea that if cities were able to collaborate on an international scale, but working from a local level, it could have a spectacular impact. By rallying together globally, under short timescales, for a single aim on the same day, the Twestival hopes to bring awareness to this global crisis.
- First Malaysian twestival was held at Mist Club, Bangsar, Sept 12, 2009. They raised RM11k and had two PCs with broadband connection donated to Destiny Starting Point a home for delinquent boys in Klang. Various sponsors such as Air Asia, Digi, Tiger, 1901 Hotdogs, Crocs, GSC, Cupcake Chic and NZ Natural Ice Cream.