social brand management panel at search and social woot 2010
DESCRIPTION
From managing customer service through Twitter and Facebook to keeping the positive comments flowing in the blogosphereTRANSCRIPT
Social Brand Management
Shashi Bellamkonda Network Solutions
#sswoot
2010
Edelman Trust barometer : Conversation with Employees increases credibility
Edelman Trust Barometer
Emarketer :Social Media is Trustworthy
http://www.emarketer.com/Article.aspx?R=1007863
The Social Customer Engagement Index : Industry wise distribution
http://bit.ly/cmV8MT
Still relatively new
http://bit.ly/cmV8MT http://thesocialcustomer.com
Lone Rangers or Teams?
http://bit.ly/cmV8MT http://thesocialcustomer.com
Budgets
http://bit.ly/cmV8MT http://thesocialcustomer.com
How much of Customer Service is done in Social Channels
http://bit.ly/cmV8MT http://thesocialcustomer.com
Social Networks used
http://bit.ly/cmV8MT http://thesocialcustomer.com
Networks most effective
http://bit.ly/cmV8MT http://thesocialcustomer.com
Impact of Social Customer Service
http://bit.ly/cmV8MT http://thesocialcustomer.com
Challenge
http://bit.ly/cmV8MT http://thesocialcustomer.com
Satisfaction
http://bit.ly/cmV8MT http://thesocialcustomer.com
Small Business Social Media usage
75%
69%
54%
57%
39%
26%
16%
8%
73%
65%
51%
42%
28%
23%
14%
7%
Have a company page on a social networking site like Facebook or LinkedIn
Post status updates and/or articles of interest on sites like LinkedIn or Facebook, or on a blog
Monitor positive/negative feedback about your organization on social networks
Build your network through sites like LinkedIn
Have a blog on your area of expertise
Tweet about your areas of expertise
Use Twitter as a customer service channel
Other
Social Media Sources and Usage- Among business owners who use/may use social media -
Dec 2009 (n=89)
June 2010 (n=115)
Small Business Expectations of Social Media use
56%
73%
46%
34%
26%
77%
71%
62%
40%
14%
Develop a higher awareness of your organization within your
target market
Identify and attract new customers
Stay engaged with current customers
Collaborate more effectively externally, such as suppliers,
partners, and industry colleagues
Collaborate more effectively internally
Expectations of Social Media Use- Among business owners who use/may use social media -
Dec 2009 (n=89)
June 2010 (n=115)
Network Solutions Case Study
Customer Socialgraphics
http://www.web-strategist.com/blog/2010/01/21/socialgraphics-help-you-to-understand-your-customers-slides-and-recording/
Happy Birthday
