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What’s up next?

Introduction

@fietieflex

How can luxury brands use the advantages of social media?

And.. How can you do it yourself?

Current role social media for luxury brands

Does going for social media equal mass communication?

What’s the point?

Why communicate with thousands of people in the world?

Brand awareness

Preparing the customers of tomorrow Customer service

Balance positive and negative messages

Prove how good you are in customer support

Some brands are already experienced with Social

State of social media + evolution

The Ritz-Carlton - #RCMemories

is inviting fans to submit six-word stories that capture brand-related memories that will then be shared in various forms on social media.

Peer to peer marketing drives engagement

Peer to peer marketing drives engagement

“We partnered with Bumebox and created a custom social overlay for users to join the #marcjacobsliveconversation via either Twitter or Facebook,”

"The night of the collection show, the #marcjacobslive tag had more than ninety million impressions on Twitter."

Peer to peer marketing drives engagement

"Our communication on social media enables a better understanding of the brand, its universe, and its values”

YouTube launch in 2012. Rolex used the platform to launch in-house

documentaries about topics that matter to the brand and its devotees, like Himalayan expeditions and deep-sea missions to investigate the polar ice

caps.

Rather than publishing content for content's sake, the brand

meticulously selects what media tells the brand's story best.

Scraping brand mentions from its own and other social networks

Social listening

Using that data to see what people are saying and how they're saying it ��� ���

Identifying what consumers want to see from the brand on social media.

Spreading content helps to let people talk about you

Show that you care

Have some fun but stay authentic

The L’Oréal Paris Tumblr presence is intended to be one thing: a playground for all things beautiful.

Let your audience spread the message

Some.. are still in discovery phase

State of social media + evolution

Use it right..

What tools to use?

Specific focus or all-in-one tool?

What tools to use?

vs.

First question: ���What is your purpose with this tool?

- all metrics measured in the same platform - immediately apply knowledge

What tools to use?

All in one?

1. MONITORING

2. ENGAGEMENT

3. ANALYTICS

What do I use for what?! ?

For growth & engagement metrics?���

For content strategy metrics?

For audience quality metrics?

Will it be easy to use?

How social media contributes to marketing strategy

Who is talking about my brand?

Social media explained

What media platforms work best for my brand?

Who is my audience?

When is the best time to post?

What kind of posts trigger likes, comments & shares?

What is the difference between me and my competitor?

How goals can be achieved

Well trained social media customer care staff

Crisis service management & reporting

Accurate response time to social mentions

Daily interaction to obtain updates and solutions

Customer care & performance

Performance of Customer Care

Tip 1: don’t just reach out when something’s wrong!

Tip 2: Be true to yourself: Who are you and how do you engage?

3. See every issue – not just the ones with @mentions of your brand

4. Know there’s a problem? Tell your customers you’re fixing it

5. Realize that the sale is only the first step

When the Support Ninjas hear customers are really grateful for their time and effort. 

6. Measure success with customer service KPIs

All in one social media management tool for marketing and customer service!

Maximizing value of social media efforts

Live Demo

https://app.engagor.com/dashboard/14199

Thanks for listening! sophie@engagor.com

Follow me via @fietieflex