14. Ways in which Social Media can help your business:
Sales
Net New Customers, Increased Frequency of Transactions, promo exposure
Increased yield (average $ value per transaction), and product penetration
Customer Support
Immediate feedback and response, positive impact in public forum, cost reduction
Human Resources
More effective recruiting, online monitoring of employee behavior (risk management)
Public Relations
Online Reputation Management, improved brand image via Social Web
Customer Loyalty
Increased interactions, better quality of interactions, deeper relationship with brand,
Increased trust in brand, increased mindshare of brand, greater values alignment
Business Intelligence
31. People interact with their favorite brands
on Facebook far more than other social
networks
34%
4%
1% Did You Know?
56% of those under
35 interact with their
Online community/forum/bulletin board 9%
favorite brands on
Blogs 4% Facebook
MySpace 1%
Other 2%
None of these 59%
Base: Those who go online ● Q31. What social networking sites do you use to interact with your favorite brand(s)?
32. Engagement is real: 78% of people who “like”
brands on Facebook like fewer than 10 brands
Number of Brands Fanned on Facebook
35% 33%
30%
25%
25%
22%
20%
20%
15%
10%
5%
0%
1-2 3-4 5-9 10+
Base: Those who are fans of brands on Facebook ● Q32a. Approximately, how many brands are you a fan of?
36. Goal & Monitor &
Discovery Engagement
Objective Measure
Customers
• What are they doing on social media
• Why they use it
• What do they use
Competitors
• Are they using social media
• What are their objectives
• Are there untapped opportunities
Brand
• What is brand’s current online perception
• Are there opportunities to connect
37. Goals & Objectives
Customer
Awareness New Ideas
Service
Research &
Market Reach New
Intelligence Customer
Thought
Leadership
Goal & Monitor &
Discovery Engagement
Objective Measure
46. Responding to the public
Responding to your audience comes in 2 forms:
1. Conversational Responses (chat)
Your website 2. Informational Responses (link)
Either way, never argue, always be helpful, don’t
Ever become defensive.
55. Non-Financial Measurement & Accountability
1. Set Goals
2. Set Standards
3. Set Milestones
4. Pick the right measurement tools for the job
Examples of free tools:
Track website visits Track the growth of your Twitter Account Track online mentions
Monitor visitor behavior Monitor your Twitter stats Compare mentions
http://www.google.com/analytics/ http://twittercounter.com/pages/dashboard_info http://www.blogpulse.com/trend
Track video downloads Track FB & LinkedIn group members
Track video embeds Track blog visitors & comments
Track offline numbers and results
62. • Social media by Veronica Peng
• www.vujade.com (facebook and google financials)
• An insight to social media (Omllion)
• Twitter vs, facebook
• Thanks to the contributors at Flickr
• Google Search
• The world is in your hands - Hristo Radichev