how to engage customer online (through social media)

“pdkt” dulu baru kemudian “lamaran”How to engage customer online (through social media)

www.pingfans.com

#DSMA #akademiberbagi

“pdkt” dulu baru kemudian “engage”How to engage customer online (through social media)

#DSMA #akademiberbagi by @caturpw@caturpw | social media and online community consultant, a personal branding practitioner


Apa yg akan kita pelajari hari ini?p yg p j

Mengupas tentang teknik-teknik PDKT di social media

Rule of Engagement, brian solis

#DSMA #akademiberbagi by @caturpw


A Bit of ME

A Social Media EnthusiasmA Social Media Enthusiasm

Owner of Pingfans, Social Network and Online Community ConsultantOnline Community Consultant

Personal Branding Practitioner

Founder, FreSh (freedom of sharing)

A happy Husband and father



A Bit about “Social Media Engagement”


A Bit about Social Media Engagement


Social Media EngagementOne of the most powerful business objectives social media can deliver is consumer engagement

When will you got a Successful Engagement?

You can sell your product = successful engagementYou got people answering your questions = successful engagementYou got new follower and new RT on your twitter status = successful engagement

“whatever your action when it meet your objectives and


goals = successful engagement”


Social media engagement engineListen about what

people already saying about you/your brand

listenBuild your present on social media

network

engage

Respond to feedback, both

positive or negative

measure

“the way you listen, engage and measure will influence


your social media engagement result”


Social media engagement engine

listen

engage

measure



A t i i t d l th i d f tiAn engagement is a promise to marry, and also the period of time between proposal and marriage

- wikipediawikipedia



Jangan asal TODONG


Jangan asal TODONG


Bersabarlah, lakukan PDKT dulu…


Bersabarlah, lakukan PDKT dulu…


C i t i i i l di t f th i li k tiCompanies not engaging in social media as part of their online marketing strategy are missing an opportunity to reach consumers.



Let’s START the Show!



sumber inspirasi:

“Pacaran”Pacaran



(baca: pendekatan)( p )



[P] Susun Online Strategy Plan[D] Deteksi "conversation" yg terjadi[D] Deteksi "conversation" yg terjadi[K] Tentukan Keypoint Campaign Guidelines[T] lakukan Tindakan (action) sesuai guideline[T] lakukan Tindakan (action) sesuai guideline



[P] Susun Online Strategy Plan

Proses menentukan strategi online yg akan dilakukan dan alokasiresources yg ada


“pdkt” dulu baru kemudian “lamaran”How to engage customer online (through social media)[P] Susun Online Strategy Plan

Tentukan “engagement objectives” dengan CSMART(challenging specific measurable achievable realistic timeframe)(challenging, specific, measurable, achievable, realistic, timeframe)

• Selling ?lli 1000 d t “b d A” i 1 th th h f l 20 25

• Selling ?

selling 1000 new product “brand A” in 1 month through female 20-25 y/o facebook fans page network recommendation, area jabodetabek

• Selling ?• Increase awareness ?• Driving traffic ?• Promote Event ?Promote Event ?



Bias Content unsuccessful engagement


Bias Content unsuccessful engagement


Tentukan “content strategy” sesuai objectives


Tentukan content strategy sesuai objectivesCreate content worth talking about


Content Marketing Strategy


Content Marketing Strategy


WHERE

WHO

WHERE

WHAT

Target your “Audiences”


Target your Audiences


InnovatorsBrave people, pulling the change. Innovators are very important communication

Earl Adopters

Late MajoritySkeptic people, will use new ideas or products only when the majority is using it

Early AdoptersRespectable people, opinion leaders, try new ideas but in a careful way

Early MajorityThoughtful people, careful but accepting change more quickly than

LaggardsTraditional people, caring for the "old ways", are critical towards new ideas and will only accept it if the new ideas has become mainstream or event tradition

Range of people you will be interacting with,f i t t l d

Thoughtful people, careful but accepting change more quickly than the average


from innovators to laggards


Forrester segments online engagement and participation by l i th ti f i di id l h l t th S i l W b


analyzing the actions of individuals who populate the Social Web


Ciptakan Brand Social Media Agent Identitas, karakter dan personality yg kiranya bisa dengan mudah berkomunikasidengan target audiences kita


dengan target audiences kita


Ciptakan Supporting Social Media Agent Identitas, karakter dan personality yg menarik lainnya, untuk membantuengagement brand social media agent


engagement brand social media agent


Choose Your Digital Asset ToolsStories, words, images, audio, video, people, location


Stories, words, images, audio, video, people, location


[D] Deteksi "conversation" yg terjadi

Dengan lebih peka “mendengarkan” suara di social media, sesuaikandengan objectives engagement



Discover all relevant voices about brand and or topic that become campaign objectives


that become campaign objectives


Jangan Cuma deteksi conversation di domain sendiriParticipate everywhere when your presence is advantageous and mandatory


Participate everywhere when your presence is advantageous and mandatory


create a search term for social media content Search engine twitter search fb search blog search social mention etc


Search engine, twitter search, fb search, blog search, social mention, etc.


Keywords/ key success tags ID (twitter) Link URL

• Nama event• Akademi berbagi• Senang• kecewa

• #DSMA• #akademiberbagi• #jakarta

• @pasarsapi• @caturpw

• Caturpw.com• akademiberbagi.b

logdetik.com

Search Term:

Keywords: senang, puas, gembira, tambah ilmu, terima kasih,…Tags: #DSMA, #akademiberbagiID: @pasarsapi, @caturpwLink URL: ‐



set the involvement rule in the conversation



set successful conversation detection timescale



[K] Tentukan Keypoint Campaign Guidelines

Tentukan koridor mana yg “boleh” dan mana yg “tidak boleh” untuk masing-masing socmed agent. Set guidelines campaign delivery dan workflow harian selama engagement berlangsung.g g g g



Responding & engaging guidelines:• Identified/created platforms for your responses



Responding & engaging guidelines:• Create clear/realistic policies and processes for responding on engagement crisis


“pdkt” dulu baru kemudian “lamaran”How to engage customer online (through social media)[K] Tentukan Keypoint Campaign Guidelines

Campaign Delivery & Workflow:

• Internal and External ResponsibilitiesC i ti St t i I t ll• Communicating Strategies Internally

• Structuring Workflow…• Social Media Agent activities• Content development schedule placement• Content development schedule placement

• Specifically engage in producing live content, Eg Specific timing of engagement on a blog/social network etc?



[T] lakukan Tindakan (action) sesuai guideline

Monitor respond atas tindakan yg dilakukanMonitor respond atas tindakan yg dilakukan



Identify Action, Reaction and Monitoring the Result:Gunakan guidelines yg sudah dibuat sebagai acuan



Social Media Monitoring Tools (FREE)



Social Media Monitoring Tools (PAY)



Start to



SOME RULE of ENGAGEMENT , by Brian Solis



Become a true participant in each community you wish to activate. Move beyond marketing and sales


Move beyond marketing and sales


Consistently create, contribute, and reinforce service and value



Don’t speak at audiences through canned messages. Introduce value, insight and direction with each engagement



Establish and nurture beneficial relationships online and in the real world as long as doing so is important to your business.



Give back, reciprocate, and recognize notable contributions from participants in your communities.



Learn from each engagement and provide a path within the company to adapt and improve products and services.



CONVERSATIONS HAPPENWITH ORWITHOUT YOU

REMEMBERCONVERSATIONS HAPPEN WITH OR WITHOUT YOU



Engage NOW or DIE, - brian solis

Tell me some inputs to improve this presentation content to twitter @caturpwtwitter @caturpw

Thanks

#DSMA #akademiberbagi by @caturpwwww.pingfans.com

how to engage customer online (through social media)

Education

jangan asal

personal branding

engage customer

lakukan pdkt

content marketing

social media

lakukan tindakan

campaign objectives