is social media changing the fundamentals?

1 Social Media Services GroupConfidential

Is Social Media changing the fundamentals?

@MaribelSatDell

Maribel SierraDirector Social Media Services

2 Social Media Services GroupConfidential

Introduction to the Social Revolution

2

Social Media Services Group

Send client

Search network

Social cloud

Welcome to the Virtual Era

4 Social Media Services GroupConfidential

It’s not about shiny objects or catchy slogans

5 Social Media Services GroupConfidential

It’s The Neighborhood BusinessBack to the Future

6 Social Media Services GroupConfidential

Convenience

More convenient every

day to more people in

more ways

More welcoming?

Feel special?

7 Social Media Services GroupConfidential

Products & Services

Richly showcase

products

Deliver delightful and

personal service?

8 Social Media Services GroupConfidential

Recognize & Personalize

Recognize returning

visitors, offer

recommendations

based on behavior

How did it make you

feel?

9 Social Media Services GroupConfidential

Thank You & Appreciation

Acknowledgement,

follow-up emails,

coupons and offers

Surprise and delight?

Turn promoters into

ravers?

10 Social Media Services GroupConfidential

Listening and Conversations

Web conversations

(forums, blogs, social

networks). Ratings &

reviews

Actively listening &

responding?

11 Social Media Services GroupConfidential

Suggestions & Action

Online feedback and

surveys

Ask for ideas? Take

timely action?

12 Social Media Services GroupConfidential

Business Best Practices to Build Brand Intimacy

Neighborhood Web-Enabled

Convenience

Great Product & Experience

Recognition, Personal Service, Attention

Thank you & Appreciation

Listening & Conversations

Suggestions & Action

Comfort of home , anywhere else

Broad product choices, experience

CRM, tracking history, personalized

Surprise & delight fans

Interactions: expert answers, ratings reviews

Ideas, voted by crowd, response

13 Social Media Services GroupConfidential

Business grew and

succeeded based on

word of mouth

… and they still do …

… more so with the

social Web

14 Social Media Services GroupConfidential

It’s not about shiny objects

It’s about pragmatic approaches that the best

businesses take to continuously improve

Smart business fundamentals never change

15 Social Media Services GroupConfidential

… How do you build this social media fundamentals across your business?

Social Media Fitness Report: How Does Your Company Measure Up? BY Drew Neisser

16 Social Media Services GroupConfidential

1. Social media is best as a team sport

17 Social Media Services GroupConfidential

2. Empower your Rock Stars

18 Social Media Services GroupConfidential

3. Listen and Engage- real time

19 Social Media Services GroupConfidential

4. Map out a disciplined regimen

20 Social Media Services GroupConfidential

5. Take a step back

21 Social Media Services GroupConfidential

6. Content- quality over quantity

22 Social Media Services GroupConfidential

7. Prepare your crisis management plan

23 Social Media Services GroupConfidential

8. Consistent customer experience

24 Social Media Services GroupConfidential

9. Measure your business value

25 Social Media Services GroupConfidential

10. Establish a center of excellence

26 Social Media Services GroupConfidential

So…Is Social Media changing the fundamentals?

27 Social Media Services GroupConfidential

Scores of one-to-one relationships

based on trust, not clever slogans.

Social Media Services Group

Thank you