Dialogue SMRM
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Dialogue SMRM
- 1. Social Media Monitoring for Risk Mgmt SMRH Conference 2013 Derek Laney Director Product Marketing @derektweets
- 2. Got one of these?
- 3. Is it Worth It? 51% of consumers are more likely to buy a product or brand after liking them on Facebook Consumers 40% more likely to spend money with brands that engage on social Companies that don’t engage on social see customer churn 15% higher than those that do “JetBlue can handle five customer related tweets for every one call handled through a call center.” – Bain & Co: Putting Social Media to Work Sources: Bain & Co 2012: Putting Social Media to Work Forrester 2011: Competitive Strategy in the Age of the Consumer Gartner Press Release and Quote Carol Rozwell August 1st 2012
- 4. Eyes Wide Open Review History Scrutinize Listening Results Learn From Others Create a Risk Library Review New Risks Reevaluate as Platforms Change Resource: Guard the Gates
- 5. 6 tips to reduce social media risk 6 Tips
- 6. Curate a Playbook 1 Tip Resource: Build a Playbook Business Objectives Roles & Responsibilities The Plays The Workflow Escalation Reporting
- 7. Service, PR, Crisis Communications & Consumer Affairs Social Hub Classifies & Routes Actionable Posts to Engaging Agents Example
- 8. Craft a Plan Exec Summary Goals, Objectives & Metrics Target Audience Personas Roles and Responsibilities Theme, Topics and Types Workflow, Optimization & Distribution 2 Tip Resource: Write a Plan
- 9. Listen / Analyze Publish / Measure Your Brand Your Competitors Your Customer’s World 1 2 3 4 5 6 7 8 9 Engage Know Your Customers World 3 Tip
- 11. Know Your People 4 Tip Safe in Numbers Community Shield Active Informed Employees
- 14. Review Your Crisis Plan 6 Tip There’s no longer the perfect news cycle and people won’t wait for you to create the perfect press release. It’s about maximum exposure with minimum delay - Anastacia Visneski U.S. Coast Guard
- 16. Just in case… Resource: 50 Best Practices Resources: ebook: bit.ly/mc50tips
Notes de l'éditeur
- QUANT HARD Numbers Increase Rev Reduced Cost: We are seeing more customers start to quantify the cost savings of reduced call volume and enhanced real time customer service through social. Relevant Ex by Customer/Preso here: Utility companies managing outages and driving communication via social, leverage social engagement to drive EE behavior change and assess attitudes toward Smart Grid. Boulder Energy Smart ARRA-funded no mass marketing Non-profits and higher ed use social to drive fundraising and donor engagement Other companies are linking social media benchmark metrics to CSAT scores For customers already on the Salesforce platform, this is an value worth exploring.
- SocialPatrol - Abusive content - Pattern matching for restricted content e.g. credit cards, TFNs, Phone Numbers - Inappropriate links to sites SocialDiscover - Unapproved Accounts - Unapproved 3rd party apps Profile Lock - Changes to accounts (hacks) FINRA, FDA, HIPAA
- http://www.rims.org/membership/chapterofficertools/Resources/RIMS2009E-Kit/Documents/Excellence%20in%20Risk%20Mt.%20IX%20FINAL.pdf Chain of Command 4.5M facebook impressions 18M twitter impressions 22% increase in followers 92% positive sentiment 9000 posts
- Wins: a – Immediate ability to connect with community b – Integration between Contact Centre, Social Media Team, Media Team, Disaster Ops c - Internal awareness of social media
- slides: bit.ly/mcriskman