1. Overview
‐ Social Media – The story so far…
‐ “Connect with gem”
‐ gem Clients & Social Media
‐ gem’s Social Media Strategy

2. Social Media Is…
“ a shift in how people discover,
read and share
” Wikipedia
User generated content
Architecture of participation

3. Social Media Timeline
The last 11 years

4. 5 keys to Social Media Success
Listen add value
{grow bigger ears}
Respond?
Plan
Keep it Real
for effectiveness
{the customer is savvy!}

5. Connect with gem…
Creating a public
Bringing the community
community
for gem to life
Engage with the
community

6. What are gem clients currently doing?
Technology Provider Telecoms provider
Broadband provider
Answering customer queries
Moving most of their Service updates &
customer service operation
& providing advice. to online forums. responding to customer
queries & issues.
Moderation
Global Contact
Community Reduction
Online provider
Special offers, voucher Gaming company
European Online Retailer codes and sale updates.
Monitoring deal sites & Game releases, game
Answering postings
forums and responding to directly to the customer. advice, tournament/event
customer messages. updates.
Customer Service Sales Support

7. Its all about the balance...
Talking
ABOUT
your brand
Formal Informal
Channels Channels

8. gem Strategy for Social Media
Listen to our Identify Evaluate contact Consider cost
clients opportunities strategies ‐ reduction
customers for engagement results oriented strategies
Provide Offer specific Review Continuous
Structured social media alignment Improvement in
feedback contact between sales line with client
strategies and social media strategies
Identify Value strategy (business as
add usual)
Opportunities
3 months 6 months 9 months 12 months
Monitor shifts & trends in social media

9. In summary...
Social Media is evolving
Connect with gem
Client Partnerships
We can help

10. Connect with gem…
Twitter: @the_gem
www.the‐gem.com/facebook
www.the‐gem.com/linkedin

11. Thank you!