The House of MarketingMarketing Genius 2011

5’ case presentation

People talkThey allways have, still do today and always will

What do they talk about?They share experiences and thoughtsBut only those things worth sharing!

Social media is just another platform on wich people talk. A platform that facilitates the sharing of experiences between people

Nothing to be afraid off.It’s an evolution not a revolution

One big opportunityFor the first time in history it is possible for brands to tune into the thousands of conversations

people are having every day

But how does a consumer service brand communicate in social media?

1. Listen, Listen, Listen, …define the current state of the brand in social media

2. Define your objectives, targets and KPI’sSocial media can be used to serve a number of departments (Research, Customer service,

Marketing , Sales, HR, …)

3. Set your strategy and implement it join existing conversations and/or can start and fuel new conversations

and facilitate the sharing of experiences

4. consistency and a long term approach are needed Implementing a measure, learn and optimize cycle is key to success in the long term