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Social Media and CRM Solution for the Social Customer

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Leon C.K. Leong
Leon C.K. Leong

The document introduces Hannah, a 27-year-old Singaporean woman who enjoys food, travel, shopping online, and connecting with others on social media. It discusses how brands can engage social customers like Hannah by building meaningful interactions through digital experiences and turning customers into friends and advocates. It then presents Social IQ, a disruptive social media and CRM solution that uses analytics and touchpoints to understand customer behavior across channels and discover advocates.

Marketing
1  sur  18
Meet Hannah! Female, 27, Bubbly Singaporean girl who loves good food and travelling P.S. Guys, if you want her number, let me know... ;-)
She uses “3 screens” and is active on a few Social Media channels
Prefers shopping online Hannah is your new-age Social Customer! Solicits customer service on Social Media Trusts online reviews Recommends products on Social Channels Connects with like- minded peers online Takes part in online campaigns & promos
As an active Internet and Social Media user, Hannah is exposed to hundreds of digital advertising daily
So how can brands engage Hannah and today’s Social Customers?
Be a Friend
Friends = ClicksTraffic CRM
Friends are emotionally engaged with rich mutual interactions
Build interactions through meaningful touch points with your target audiences Product / Sevice Ideas Social Customer Support Mobile On- Location Digital Loyalty Incentives
CREATING Holistic Digital Brand Experiences for the Social Customer
From Customers to Friends to Advocates transaction driven emotion driven loyalty driven
Presenting... Social IQ A disruptive Social Media and CRM Solution
SocialCRMTouchPoints
Analytics on Social Big Data Trending Customer Topics Competition Analysis Customer Profile Analysis Actionable Insights Sentiment Analysis
Technology silos make it impossible to understand both the impact of campaigns, and the behaviour of customers, across multiple channels” - Forrester “ What are we trying to SOLVE?
Tracking / Analytics Touch Points ROI Measure Advocate Discovery $ +
Evolution of Social for Business
Visit socialiq.techsailor.com Connect sg.linkedin.com/in/leonck/ Let’s talk!

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Social Media and CRM Solution for the Social Customer