social business spotlight: strategy & technology for social success
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Building a Superior Social Business
Combining Social Technology with Social Business
Today’s Presenters
Ken ChoChief Strategy Officer and Co-Founder Spredfast
Austin LytleSocial Business StrategistSpredfast
#socialbiz
Today’s Discussion1. Using social media to impact business goals
2. How a social media management systems like
Spredfast helps scale and operationalize social
media across the business
3. The different aspects of managing social
business: • Organizing for Success
• Proactive Communication
• Monitoring and Responding to Social Customers
• Measuring Impact of Social Media
• Uncovering Social Intelligence#socialbiz
Your “Social Customer”80% of your customers use social networks
50% of your Facebook fans will unlike you if you do not offer enough deals or promotions
71% of people following a brand expect to receive marketing messages from the company
53% of Twitter users recommend companies or products publicly
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Business Motivations for Social Engagement
Customer Service
Community Brand Awareness
Sales
• Social media can impact a variety of business goals
• When developing a social strategy, identify what business objectives you’re trying to achieve through social channels before diving into a program
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Where Social CRM Comes In
• Social is part of the marketing mix: more activity requires more structure.
• No one relies on just one network: a Social CRM helps manage these.
• Increasing need for scalability: Social CRM systems are designed specifically to help scale and grow programs.
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Combining Social Strategy with the Right Technology
Achieving social business success requires four things:
1. A social strategy that clearly maps to larger organizational goals
2. A social media management system that helps navigate the complexity of managing an organization’s social media presence across channels
3. Measurement of both the strategy and the technology being used to analyze the success of social media campaigns and adjust quickly
4. Scalability. An organization cannot become a social business if social isn’t embraced across departments. A social media management platform can enable a company to effectively scale initiatives and coordinate workflows that are inherent to running multi-department social media campaigns
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Organizing for Success
& Operationalizing
Social
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Build a Superior Social Business by….
Organizations are Experiencing…
• Large and growing teams embracing social media
• Different teams using social accounts to tackle different business goals
• The need for different rights and privileges for different sets of users
• A growing numbers of social accounts, on multiple platforms, that need central oversight
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Organizing Activity By Use CaseInitiatives for Brands, Geos …
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Managing Teams from One LocationTeam Management
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Ability to Approve and Oversee Activity
Approval Paths & Workflow
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One System to Manage All Social Media Activity
Organization
* Multiple brands, geos, functions
* Demand real time response
* All engagement in one place
System of Record
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Proactively Communicating &
Creating Conversation
Build a Superior Social Business by….
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Organizations are Planning…
• Sharing of messages on corporate channels, online and offline, to share with customers
• To use this content that is relevant to social media communities
• Proactively engaging acrossmultiple social channels in a concerted way for Marketing, PR, Sale, Recruiting and more
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A Centralized Social Editorial CalendarEditorial Calendar
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Planned Engagement Across all Major Channels
Expansive publishing options
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Simultaneous EngagementChoose multiple
channels
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Monitoring &
Responding to Customers
Build a Superior Social Business by….
Organizations Need…• To monitor relevant conversations about their brand
and industry
• To understand more about the people talking about them in social
• To prioritize the opportunities for response and reactionary engagement
• Engage with customers when and where they prefer to communicate to take advantage of organic conversations taking place in social media
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Monitoring Relevant Conversations
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Social Media Monitoring
Insight into the Conversation History
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Your Social Customer
Listening to What Matters
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Personalized Search Streams
Context of Your Social Customer
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The Social Profile
Measuring the Impact of Social
Media
Build a Superior Social Business by….
Organizations Have To…• Have the ability to see all social metrics from one
location
• Drill into how many people are being reached, the activity of the internal team and how much engagement is taking place
• Create custom views of data and channels measurements
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All the Granular Metrics Under one Roof
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Aggregated Social Metrics
Measuring What You Care About
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Custom Views & Charts
Uncovering Social Intelligence about
your Social Customers
Build a Superior Social Business by….
Organizations Wish For…• An analyzed view of what all the
social media metrics they gather actually mean
• The ability to extract strategic takeaways for content and messaging decisions
• To know who their brand advocates and potential influencers are
• An understanding of what tactical decisions are helping their brand
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High Level Trends of Social Initiatives
Social Activity Trends
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Content Effectiveness to Inform Strategy
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Engaging Content
Finding Advocates and Potential Influencers
Retweeters and Audiences
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Insight into Tactical Implementation
Engagement & Channels
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Why Choose Spredfast?
Our platform can handle your brand and organizational complexity
Our platform supports the “Big 5” today
Our organization is focused on enabling our customers
We are a recognized social CRM and SMMS innovator
We are trusted by the biggest brands and the agencies that support them
#socialbiz
Start Down the Road to Social Business Success
Start planning to be a Smart Business, Social Business over the holidays
Connect with us for ongoing insights
See Spredfast in action
#socialbiz
@Spredfast | [email protected]
@spredfast
spredfast.co
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