coffee tea and social media 1st edition

#CoffeeTeaSM 1st Edi1on -‐ @social4ce – March 20th 2013

#CoffeeTeaSM @social4ce

@tigerlily @matthieuchereau

Coffee, Tea and Social Media 1st Edition with Matthieu Chéreau CEO of Tigerlily

How Tigerlily can make your brand succeed when it comes to social media engagement

Patrick Attallah Founder and CEO

social4ce @patrickattallah


A series of conferences and workshops that we’ve designed to help you better understand the different challenges brought by social media and its impact on your brand, your organization and business.

What is Coffee, Tea and Social Media?


next to come will cover subjects like:

- internal collaboration using social tools (such as Yammer)

- building effective SM marketing campaigns

- personal branding

… and many others

What about the next editions?


A boutique consulting firm based in the Middle-East and focused on social business

We help our clients, leverage the power of social media by embedding social technologies into all their processes

We’ve been around since 2010, serving clients in Lebanon, KSA, UAE and France.

Who we are

©social4ce presenta1on 17th March 2013 -‐ @social4ce @patrickaBallah

We’ve entered the Age of the Customer Engaging customers is a real challenge.


©social4ce presenta1on 17th March 2013 -‐ @social4ce @patrickaBallah

Engage Customers in New Ways Customers expectations have changed…

56% of buyers feel connected to brands that engage socially

(Source: ConeInc.)

62% of consumers handle service issues with social media. (Source: ClickFox, Social Media: An Emerging Customer Service Channel)

Percentage of enterprises geXng new product ideas via social media: 30% in 2010 … 75% in 2020

(Source: IDC, ICT Market Outlook: What’s Next?)



•  How to optimize you social media marketing actions? Best practices and case studies

•  What is community management? How is it organized and who should be in charge of this discipline within a company?

•  How Tigerlily can make your business succeed when it comes to social marketing strategies?

Matthieu Chéreau Co-Founder & CEO

Today’s 1st edition will cover


Co!ee, tea and Social Media

Get your social strategy straight :capabilities, organization, solutions &

best practices


The Tigerlily Platform

APIs connections with the most popularsocial media platforms

We o!er easy social marketing solutions

We have talented developersFacebook awarded our know-how


More than 80 brands accross 60 countries


Index

1Community

Management 101

2Organization

& goals

3Solutions &

best practices

4Case Studies


1COMMUNITY

MANAGEMENT 101


The keystone of social

It’s all about managing several tasks all at onceInternal communication

Business Dev & Customer service

Marketing & Communication


Marketing

Grow & engage communities

• Build trust and provide value for users

• Foster interactions with / between them

• Meet concerns & expectations to build a long-term relationship

Influence

• Engage with key influencers

• Share unique & exclusive contents

• Innovate to get some media coverage


Communication (PR)

Support key campaigns

• Spread the message across social platforms

• Identify community feedbacks

• Address them in a timely manner

Resolve crisis

• Act fast with adequate answers

• Level up your monitoring processes

• Convert haters into ambassadors


Customer service

Manage customers’ questions

• Filter and manage questions e!ciently

• Possibly coordinate with other departements

• Track the amount of resolved questions & more

Take a SCRM approach

• Identify key active / influential users

• Archive past conversations to answers users more adequately

• Possibly share user’s data with other departements


Business Development

Identify opportunities

• Answer questions about a product, etc.

• Help users access relevant informations

• Provide value around your o!ering (tips, etc.)

Acquire users to convert into customers

• Give users a reason to engage and share their data

• Games / Promotions / Samples / App Services, etc.

• Create a journey that ends up in your (e)store


Internal communication

Act as a social evangelist

• The community manager alone cannot achieve all those tasks

• Work should and must be distributed

• Hence the need to train, explain, and identify social media champion in each departement

Optimize collaboration / coordination

• Promote social media policy across the company

• Create & update social guidelines

• Make sure those documents are understood and enforced


Now, those tasks might vary a lot depending on...

Your goals

Your size and organization

Your Industry


ORGANIZATIONS

& GOALS

2


A matter of industry

Functionnal brand

Sensitive brand

Love brand

Think Telcos, Hardware vendors, Distributors

Think Luxury, Beauty, Sport, Retails

Think Financial services, Institutions, Public Services

Ability to influence & engage (Mktg, PR & Bus Dev)

Necessity to satisfy (Customer service)


How advanced are you on social ?

Turtles RabbitsOstriches

Move slowly one step at a time

Next stepNeed to make change happen internaly first,

and learn how to be agile

Need to hard shock to wakeup

Next stepNeed a reason to move on and a social team in place

Innovate, iterate & optimize

Next stepNeed to leverage

technology & platforms to increase ROI


How big are you ? And how are you organized ?

Copyright Altimeter group

This will very much impact the way you coordinate social marketing actions across departements, between Global HQ & local markets


For global companies, Hub & Spoke tends to prevail

HQ empowers local entities or departementssharing intelligence, guidelines, technology, best practices


Now, how are you going to organize ?

How do you acquire users on the social web ?

How do you optimize impressions ?

How do you increase trafic to store and conversions ?OptimizingROI

How to nail your key KPIs ?

How do you align everybody on standard reports ?

How do you benchmark your performance internally all at once ?MeasuringPerformance

Conversations

How do you manage contents & answers across departements ?

How do you ensure a full monitoring control ?

How do you get to know users better, and who should get this data ?


BÉNÉFICIEZ DE

NOTRE EXPERTISE

3

SOLUTIONS

& BEST PRACTICES


Tigerlily Platform

PLATFORM

Conversation

Application

Insights

5Ps SERVICES

5Ps Assessment

5Ps Guidelines

5Ps Scorecard

PROJECT MANAGEMENT, TRAINING & ADS


#1 Boost your edgerank

Add tags to your posts

See which topics performthe most

1

Filter published posts by tags

2

3


#2 Create Social by design experiences

Spread user actions across Newsfeed, Ticker and Timeline

Open GraphIntegrate social services

Mashup Facebook, Twitter, YouTube, Instagram, Spotify, Klout, etc.


#3 Geotarget campaigns to increase conversions


#4 Optimize your social mix (Organic / Paid / Earned)

See what your reach is made of

1

Optimize your earned media

2

Compare campaignsand iterate

3



By the way, this is not good !

But Ads got bettereventually

Though some more content might have helped boosting earned media


#5 Think Mobile

50% trafic on mobile & tablets



By the way, this is not good !

But Ads got bettereventually

Though some more content might have helped boosting earned media


For additional information

Follow us

Contact our Sales Team

[email protected]

+33 1 82 28 38 61

Our websitewww.tigerlilyapps.com

www

Slideshareslideshare.net/tigerlilyapps

Facebookfacebook.com/tigerlilyapps

Twitter@tigerlilyapps

or [email protected] +961 1 383 029


#CoffeeTeaSM @social4ce

@tigerlily @matthieuchereau

contact our sales team at

[email protected]

+961 1 383 029

FOR ADDITIONAL INFORMATION @social4ce

scoop.it/social4ce

social4ce.com/blog

slideshare.net/social4ce

facebook.com/social4ce

Coffee, Tea and Social Media