spredfast summit: delighting your social customer
Post on 22-Oct-2014
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Presentation from the 2012 Spredfast Social Summit on delighting your social customers through listening, engaging, using relevant content that resonates and sharing benchmarks from the 2012 Spredfast Social Engagement Index. Presentation given by Jordan Slabaugh of Spredfast, Michael Brito of Edelman Digital and Lauran Driver of Twitter.TRANSCRIPT
Delighting Your Social Customer
Michael BritoSVP, Edelman
@britopian
Lauran DriverAccount Strategist, Twitter
@Lauran
Jordan SlabaughDirector of Social, Spredfast
@jordanv
#SFsummit
Tweet…
What does delighting social customers mean to you?
#Sfsummit #Delight
Delighting Social Customer
#SFsummit
How do you reach the social customer and provide awesome experiences?
Reciprocity
There is a spiritual aspect to our lives – when we give we receive –
when a business does something good for somebody, that somebody
feels good about them!
- Ben Cohen, Ben & Jerry’s
#SFsummit
Listening
#SFsummit
Know what’s being said about you, your products, your competitors.
A Lot of Listening
#SFsummit
Scenario Planning
#SFsummit
Being Prepared.
Dynamic Customer Journey
#SFsummit
It’s a long, winding road – with multiple stops along the way.
Meaningful, relevant content
#SFsummit
Content is crucial. It also should first, and foremost, satisfy customer needs.
Content Analysis
Small clues of what’s “delightful” point to positive experience(s)
#SFsummit
Connecting Publishing to Interaction
#SFsummit
What Does Delight Look Like?
#SFsummit
Acknowledgement – Access – Entertainment – Doing Good – Help – Stuff
Network Implications
#SFsummit
Changes. Developments. New Opportunities.
#SFsummit
Q&AMichael Brito
SVP, Edelman@britopian
Lauran DriverAccount Strategist, Twitter
@Lauran
Jordan SlabaughDirector of Social, Spredfast
@jordanv