If Social Media's the answer, what's the question?
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Transcript of If Social Media's the answer, what's the question?
If social media’s the answer, what’s the
question?
So, what’s social media?
“Internet-based applications that build on the ideological and technological foundations of web 2.0, which allows the creation and exchange of user generated content”
Andreas Kaplan and Michael Haenlein
“We use Facebookto schedule the protests, Twitter to coordinate, and Youtube to tell the world,” Egypt protests
The fundamentals
Social Customer relationship management
Original infographic http://wallblog.co.uk/2011/03/03/the-evolution-of-social-crm-infographic/
Original infographic http://wallblog.co.uk/2011/03/03/the-evolution-of-social-crm-infographic/
Aligning your objectives
So, what are your business objectives and how can social media support them?
Example business objective
Idea Social media
Providing great customer service
Respond to customer queries and complaints
Twitter, Facebook polls, Get Satisfaction
Driving footfall, retain and attain customers
Incentivised check ins Facebook Deals (£!) Foursquare
Increase brand awareness Rewarding your brand advocates
Finding new markets Look for groups beyond current students on campus
Demonstrating value for money
Tell your story about profit recycling, values
Sharable video content
Maximising marketing ROI Go social and create measurable campaigns
Facebook, LinkedIn, FourSquare
Being distinctive Gamification and affinity marketing
SCVNGR, Foursquare
Providing great customer service
Source: Exacttarget TfMA presentation 2011
Driving footfall, retain & attain customersDefinitely have a look at https://foursquare.com/business/venues
Increasing brand awareness
Finding new markets
• Linked In
Scrutinising operating expenses
7,342,822 Impressions = £882.00Reach of 19,5082,034 Clicks254 Connection (i.e. new ‘likes’) = £10,668 + other sales
Being distinctive
Growing your social influence
• Don't rely on talking with an influential minority, go for the masses
• Use blogs (professional blogs if you work in sports, politics or national news or personal blogs if you work in entertainment or technology)
• Make it attractive for a large number of ordinary people to share your message
• Experiment, measure success, learn and keep trying
• Promote those who promote you
Social media optimisation (SMO)
Twitter: @tominleedsEmither: [email protected]: http://uk.linkedin.com/in/tomsalmonleeds
See this presentation (with notes and links) at www.tominleeds.posterous.com
Thanks... Have some free stuff!