lets talk business: social media management
DESCRIPTION
The Social Media Solution for better customer value and growth. Featuring:Charlie Wood, Area Vice President Salesforce Radian6, Matt Kendall, Digital Communications Strategist, One Green Bean, Jamie Madden, Creative Director, Circul8, Nahji Chu, CEO, Miss ChuTRANSCRIPT
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)[email protected] @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/[email protected]
/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
