how to integrate social media and build a deeper customer ...€¦ · how to integrate social media...

IDM/TFM

How to Integrate Social Media and

Build a Deeper Customer Experience

Presented by: Julie Atherton

MD Small Wonder @smallwonderings

Driven by Sales

Source: Proven models, 2016

Creating Deeper Experiences

Source: Mckinsey 2016

B2B

Social media impact

Deliver customer

insight

Build brand awareness

Increase brand loyalty

Amplify other media

Increase web traffic

Drive salesImprove

conversionEmpower

communities

Empower staff

Build engagement

Enable co-creation

Inspire advocacy

Social CRM

Win

Win

How to Win

It’s not Where, but Why?

Source: BuzzSumo

http://www.socialmediaforevents.com/leveraging-the-long-tail-of-social-influence-for-your-event/

Facilitate Influence

Source: https://econsultancy.com/blog/67697-does-the-rise-of-messaging-apps-mean-brands-need-a-bot-strategy/

Source: https://www.marketingweek.com/2016/11/07/how-brands-can-use-messaging-apps-without-being-creepy/

Give reasons to engage

Build Deeper Experiences with Social Media

• Understand your customers

• Mirror actual behaviour

• Facilitate influence

• Simplify the customer journey

• Give reasons to engage

Thank You

Julie AthertonMD Small Wonder@smallwonderings@theidm@DMA_UK

© Copyright The Institute of Direct and Digital

Marketing 2018 and it’s licensors.

Permission is given for the downloading and

temporary storage of this presentation for the sole

purpose of individual use.

This presentation may be printed once only, and

may not be further reproduced, copied or

transmitted in any way to those other than the

initial individual user.

All rights reserved.