This is an overview of social media monitoring, which starts with the basic principles of listening, measuring and engaging. It also features examples from top companies that show a variety of use cases for social media monitoring, including customer engagement, customer service, marketing efficiency, community building and customer insights.
52. Social Media Command Center
Find Every
Conversation and
Respond for
Service, Sales and
Community
53. Social Media Command Center
Route Relevant, Timely
Customer Feedback to
Anyone in Company
54. Social Media Command Center
“It is also about getting
that information to the
right people wherever
they are in the Dell
organization, globally
and functionally.”
Manesh Mehta
VP Social Media and Community
55. The @Dell
Command Center
achieved 46%
more customer
reach with the
same employees.
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@JeffreyLCohen
#radian6
56. Engage Athletes, Fans and Customers
Real Time Feedback to
Inform
Marketing, Product and
Communications
57. Engage Athletes, Fans and Customers
Turn a Leading Sports
Brand into a Leading
Participatory Brand
58. Engage Athletes, Fans and Customers
Realized Increases in
Site Traffic,
Engagement and Sales
59. Engage Athletes, Fans and Customers
“Every single person in
marketing is seeing the
insights brought to life in
real time. It reminds
them how important it is
to know the heartbeat of
the consumer.”
Bonin Bough
Global Director of Digital and
Social Media
60. You don’t need a
fancy room to do
amazing social
customer service.
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@JeffreyLCohen
#radian6
62. Thank You
Jeffrey L. Cohen
Social Strategist
Jeff.Cohen@radian6.com
amzn.to/b2bsm2
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Notes de l'éditeur
Your customers, prospects, analysts, detractors and advocates are social.. They are having important conversations that either need immediate responses or hold valuable data about your products and operations. -There needs to be a way to seize these opportunities as they arise on the social web, and be part of the conversations going on about your brand, products, competitors, and industry.
Establish measurable goals Track meaningful metrics Use collected data wisely