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thruDIGITAL – Building Social Media Customer Engagement: Loyalty & Advocacy
thruDIGITAL – Building Social Media Or... How to not FAIL at ‘social media’
thruDIGITAL – Building Social Media
What is social media? ,[object Object],[object Object],[object Object],thruDIGITAL – Building Social Media
thruDIGITAL – Building Social Media DONT WAIT. RESPOND QUICKLY.
thruDIGITAL – Building Social Media BE HONEST.
thruDIGITAL – Building Social Media
thruDIGITAL – Building Social Media RESPOND IN KIND.
thruDIGITAL – Building Social Media DO NOT CENSOR.
“ The net treats censorship as damage and routes around it” John Gilmore  thruDIGITAL – Building Social Media
thruDIGITAL – Building Social Media BE A VOICE, NOT A PRODUCT.
Some examples: FAIL thruDIGITAL – Building Social Media BE CUSTOMER-CENTRIC. NOW.
“ There will be some negative feedback but you just deal with it, don’t you?” eCommerce Director, ASOS thruDIGITAL – Building Social Media
Lesson 1: Brand Reputation ,[object Object],[object Object],thruDIGITAL – Building Social Media CONTROL & CONSTRAINT SPEED & HONESTY
Lesson 2: Ways & Reasons ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],thruDIGITAL – Building Social Media
Final thoughts... ,[object Object],[object Object],[object Object],thruDIGITAL – Building Social Media
For more information ,[object Object],[object Object],[object Object],[object Object],[object Object],thruDIGITAL – Building Social Media
Example: HSBCreviews.com thruDIGITAL – Building Social Media

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Loyalty and positive engagement online (thrudigital)