lets talk business: social media management

The Social MediaSolution —

Better CustomerValue & Growth

Social media management tools are now easier to use, better integrated and more affordable. Learn what works, how to campaign, and measure performance.

#LetsTalkBiz

The Social MediaSolution —

Better CustomerValue & Growth

WelcomeLord Mayor Clover Moore, MP

Let’s Talk Business presentation 2012 - #LetsTalkBiz

The Social Media Solution —Better Customer Value & Growth

—Charlie Wood @snoutleyArea Vice President – Asia Pacific & Japan, Radian6

—Matt Kendall @mjkendallDigital Communications Strategist, One Green Bean

—Jamie Madden @jamie_circul8Creative Director, Circul8

—Nahji Chu @_misschuFounder And Chief Executive Officer, Miss Chu

Let’s Talk Business presentation 2012 - #LetsTalkBiz

Six Steps to a Social Enterprise for Marketers in a Social World

Charlie WoodArea Vice President Asia Pacific & JapanRadian6 (a salesforce.com company)charlie.wood@radian6.com @snoutley +61450097711

Your brand ≠ what you say about it

Your brand = the sum of the conversations that exist about it

| 6 STEPS TO A SOCIAL ENTERPRISE

| 6 STEPS TO A SOCIAL ENTERPRISE

Social Revolution: Social Networking Surpasses Email

Social Users

Email Users

2007 2008 2009 2010 2011

Source: Comscore, June 2011

| 6 STEPS TO A SOCIAL ENTERPRISE

Social Revolution: Facebook Eats the Web

Perc

ent o

f Onl

ine

Usa

ge

Sources: Nielsen Wire, January, 2011. Morgan Stanley Internet Mobile Report, December 2009

Top Internet Uses

2006 2007 2008 2009 2010

22%internet time is social

Search

2011

| 6 STEPS TO A SOCIAL ENTERPRISE

Source: Gartner Research; Smartphone, Tablet, and PC Forecast, December 2010.

2013E

16 billionmobile devices by 2013

Desktop2007 2008 2009 2010 2011E 2012E

Laptops

Smartphones

Tablets Device Growth

Social Revolution: Next Generation Devices Changing How We Access the Web

| 6 STEPS TO A SOCIAL ENTERPRISE

What about your company?

Your customers andemployees are social.

The Social Divide: Customers and Companies

1. Understand your Audience – Define Influence

| 6 STEPS TO A SOCIAL ENTERPRISE

2. Capture Industry Trends

| 6 STEPS TO A SOCIAL ENTERPRISE

3. Benchmark the Competition

| 6 STEPS TO A SOCIAL ENTERPRISE

| 6 STEPS TO A SOCIAL ENTERPRISE

How can you listen and engage atmassive social scale?

How can you get the relevant posts to theright people in your enterprise?

How can you engage with customers attheir point of need?

| 6 STEPS TO A SOCIAL ENTERPRISE

Social HubSocial Hub

Social Hub: process automation engine for the social enterprise

Listen at Massive Scale

Automatically RouteSocial Conversations

Populate Social Customer Profiles

Pre-integrated with Salesforce

| 6 STEPS TO A SOCIAL ENTERPRISE

Social Hub: Process Automation Engine for the Social Enterprise

Set Rules and Conditions

Social Hub Reviews Social Posts and Takes Actions

Automatically create social profiles, contacts and cases in Salesforce

| 6 THINGS MARKETERS NEED TO DO IN A SOCIAL WORLD

Social Hub: Engage with Customers at Social Scale

Social HubSocial Hub

SourceNew Prospects

4. Sales

Automatically Connect Social

to Service

5. Service

Find and Grow Fans

6. Marketing

Marketers: Transform a passive audience into a community of advocates

Identify fans automaticallyand build social profiles

Keep audience engaged, scale to millions of fans

Enable social focus groups, measure audience reaction and gather social metrics in real-time

Use social insights to target and fine tune messages and campaigns

Radian6 for Service Cloud –with Social Hub

Set Rules & Conditions in Social Hub

Automate Case & Contact Creation

Prepare Knowledgefor Common Questions

Respond via Service Cloud directly on Twitter and Facebook

Radian6 for Service Cloud – without Social Hub

Community managers monitor social media One-click contact and case creation Agents can respond with Service Cloud

ServiceCommunity Manager

Examples:• Crisis Management• The Lifecycle of Buzz• Uncovering Influencers• Benchmark the Competition• 360 Degrees of Your Brand• Capture Industry Trends• Social Meets Web Analytics

• Sales and Lead Generation• Create a Listening Grid• Measure Community Engagement• Customer Service Outreach• Make a Case for Social Media• Find your Brand Evangelists• Listen When No One’s Talking

http://www.radian6.com/applications

| USE CASES

B2B Social Media http://bit.ly/ovf1Q4 Social Media Primer http://bit.ly/ov3z5L

Radian6.com

The Social Media Solution —Better Customer Value & Growth

—Charlie Wood @snoutleyArea Vice President – Asia Pacific & Japan, Radian6

—Matt Kendall @mjkendallDigital Communications Strategist, One Green Bean

—Jamie Madden @jamie_circul8Creative Director, Circul8

—Nahji Chu @_misschuFounder And Chief Executive Officer, Miss Chu

Let’s Talk Business presentation 2012 - #LetsTalkBiz

BEAWESOME

BEA SPONGE

BECURIOUS

BESTRATEGIC

BEAGILE

BEBRAVE

BEUSEFUL

BETHERE

BEENTERTAINING

Be entertaining

BECONSISTENT

Be consistent

BERELEVANT

BESHAREABLE

BEMOBILE

BEHUMAN

DON’T BESHY

BECALM

The Social Media Solution —Better Customer Value & Growth

—Charlie Wood @snoutleyArea Vice President – Asia Pacific & Japan, Radian6

—Matt Kendall @mjkendallDigital Communications Strategist, One Green Bean

—Jamie Madden @jamie_circul8Creative Director, Circul8

—Nahji Chu @_misschuFounder And Chief Executive Officer, Miss Chu

Let’s Talk Business presentation 2012 - #LetsTalkBiz

“Social media is now a too important part of your customer’s life to ignore”

TV Newspaper Magazines

PR

Web

Event Direct

Marketing Then…

TV

Newspaper Magazines

PR

Web

Event

Direct

Social Media

Marketing Now…

• It’s “owned” media

• Social media is targeted

• Social media is track-able

VS

Social media Traditional media

“People listen to people more than they listen to brands”

+

?

Facebook - Business to customer marketing, customer service & lead gen

Twitter - PR, events, talking to influencers & Seo

Linkedin - Partnering, B to B, HR, business lead generation

Youtube - Consumer marketing + driving traffic

Blogs - PR, SEO, driving traffic, internal coms & database.

Pinterest - Driving traffic, product launches and targeting females

Which one?

65 / acquisitionLess % retention+

In the first12 months

Cost

retention

Tips for a prosperous community

retention

• Research your industry & competitors social pages

• Develop a social voice for your brand

• Choose a passionate community manager

• Hypothesize risk scenarios & establish clear policies

• Develop a posting schedule

• List ways to convert your audience

• Budget to run some ads

Planning tips

retention

• Listen

• Tweak your strategy

• Keep posting

• Be topical

• Respond quickly to positive feedback

• Respond even quicker to negative feedback

Management tips

& have Fun

retention

@jamie_circul8/jamiemaddenJamie@circul8.com.au

/circul8@circul8/circul8/circul8

(02) 9331 6685www.circul8.com.au

The Social Media Solution —Better Customer Value & Growth

—Charlie Wood @snoutleyArea Vice President – Asia Pacific & Japan, Radian6

—Matt Kendall @mjkendallDigital Communications Strategist, One Green Bean

—Jamie Madden @jamie_circul8Creative Director, Circul8

—Nahji Chu @_misschuFounder And Chief Executive Officer, Miss Chu

Let’s Talk Business presentation 2012 - #LetsTalkBiz

0. Quick intro to misschu

misschu1

tuckshops5Facebook fans3,000

3 yearshotspots2

and this is just thebeginning!

1. How has misschu leveraged social media?

Built a brand organically Lost & Found George

2. What has misschu accomplished?

Created proximity with the brandCreated a platform for growth

Engaged Facebook Community

Website + iPhone app.

Tuckshops + Catering

Delivery + Hotspots

Wider Facebook Community

Ability to stimulate any time Tuckshops open from 11.00 - 21.00

3. When did misschu decide to engage social?

2010 2011 2012

BondiBeach

FACEBOOK TIMELINE

YOUTUBEFACEBOOK TWITTER

4. How does misschu manage social+ what’s the ROI?

Armed with an iPhone, a laptop, CCTV, the weather forecast, soundcloud (music app.) & some downtime...

5. misschu top tips for social media...

1. Create a unique vision. Bring people on the journey.

2. Create a brand experience.

3. Add personality. Create impact.

4. Embrace technology. Turn downtime into uptime.

5. Have purpose. But have fun with it.

Question &Answer

Let’s Talk Business presentation 2012

The Social MediaSolution —

Better CustomerValue & Growth

Word from our SponsorJeremy WoodSMB Marketing, APACGoogle Apps

Let’s Talk Business presentation 2012 - #LetsTalkBiz