Managing relationships in an online socially connected world

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ABOUT.ME/DAVIDOLSEN

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Customers are reaching out

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They are doing it IN STORE

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They EXPECT a response

David Olsen - Winning Group 8*Sensis Yellow Social Media Report 2012

They are TALKING about YOU

Spam your customers

Delete legitimate comments

Just pay lip service to social

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Don’t

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NO.

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Nielsen 2012 Australian Online Consumer Report

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Customers connect with their peers

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Track your key indicators

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Listen and analyse topic trends

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Listen and analyse topic trends

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Be alert, but not alarmed

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Encourage Sharing and Participation

Include “Retweet This!” Snippet in Email

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Encourage Sharing and Participation

Create opportunities to share interactions with your brand

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Create Social Content

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Practical Steps

1)Allocate enough resources2)Integrate social with existing customer service

channels3)‘Be social’

1)Monitor2)Analyse3)Engage4)Report

4)FEED SOCIAL BACK INTO YOUR BUSINESS

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