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Is Social Media changing the fundamentals?

@MaribelSatDell

Maribel SierraDirector Social Media Services

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Introduction to the Social Revolution

2

Social Media Services Group

Send client

Search network

Social cloud

Welcome to the Virtual Era

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It’s not about shiny objects or catchy slogans

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It’s The Neighborhood BusinessBack to the Future

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Convenience

More convenient every

day to more people in

more ways

More welcoming?

Feel special?

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Products & Services

Richly showcase

products

Deliver delightful and

personal service?

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Recognize & Personalize

Recognize returning

visitors, offer

recommendations

based on behavior

How did it make you

feel?

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Thank You & Appreciation

Acknowledgement,

follow-up emails,

coupons and offers

Surprise and delight?

Turn promoters into

ravers?

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Listening and Conversations

Web conversations

(forums, blogs, social

networks). Ratings &

reviews

Actively listening &

responding?

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Suggestions & Action

Online feedback and

surveys

Ask for ideas? Take

timely action?

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Business Best Practices to Build Brand Intimacy

Neighborhood Web-Enabled

Convenience

Great Product & Experience

Recognition, Personal Service, Attention

Thank you & Appreciation

Listening & Conversations

Suggestions & Action

Comfort of home , anywhere else

Broad product choices, experience

CRM, tracking history, personalized

Surprise & delight fans

Interactions: expert answers, ratings reviews

Ideas, voted by crowd, response

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Business grew and

succeeded based on

word of mouth

… and they still do …

… more so with the

social Web

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It’s not about shiny objects

It’s about pragmatic approaches that the best

businesses take to continuously improve

Smart business fundamentals never change

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… How do you build this social media fundamentals across your business?

Social Media Fitness Report: How Does Your Company Measure Up? BY Drew Neisser

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1. Social media is best as a team sport

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2. Empower your Rock Stars

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3. Listen and Engage- real time

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4. Map out a disciplined regimen

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5. Take a step back

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6. Content- quality over quantity

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7. Prepare your crisis management plan

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8. Consistent customer experience

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9. Measure your business value

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10. Establish a center of excellence

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So…Is Social Media changing the fundamentals?

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Scores of one-to-one relationships

based on trust, not clever slogans.

Social Media Services Group

Thank you