Terrific slide deck from October 19, 2010 VITEC sponsored complimentary Webinar. Create content on social media and from Zena Weist, H&R Block Social Media Director. Check it out!

1. Are you a Social Media Square? Why Bother? SM 4 Mediate Monitor Manage Measure

2. Your Customers are talking…about YOU Are YOU listening? ©2010 Buzzient, Inc Got SM 4 ?

5. Customers are becoming conditioned to using Social Media to report problems and issues… ©2010 Buzzient, Inc

6. But don’t forget your champions and potential new customers are out there too… ©2010 Buzzient, Inc @H&RBlockAnswers responded and resolved the issue. I am happy!

7. So how do you sort through it all?? ©2010 Buzzient, Inc Who? What? Where? Why? Can I track it? Can I report on it? Can I route it? Can I measure it? Can I prove it’s effective?

19. Revolving Hub & Spoke – H&R Block Social Media Team Legal HR Product Field Com IT Marketing R&D CS

21. Some tools that will save you time & help you quickly find the solution that’s right for your specific business needs! Let’s take a look under the hood…

32. So how do I begin or continue fine tuning my social media process?

34. Let’s “Listen” in further on some things H&R Block is doing… Did you hear about…?

35. Our business and our job is about helping people - Russ Smyth

38. We Monitor the Pulse of our Clients

44. Our Response Process David Armano, Edelman 2010. Repurposed with permission by H&R Block.

46. • Management buy-in is the key to successful social customer-engagement programs. (Manage) • Integrating social channels with traditional service processes is paramount. (Manage & Measure) • Identify the social channels that your customers engage in (Manage). • Engage with social customers in multiple channels if necessary (Monitor). • Customer support staff should take time to engage with customers on social channels (Monitor & Mediate). • More interactions generate a higher positive impact with social customers (Measure). • Companies with a longer history of engaging customers on social channels from a service perspective experience a more positive impact on their service goals (Measure). • Facebook and Twitter ranked similarly for effective engagement overall. (Monitor) Key Suggestions and Points to Start Improving your Company’s Social Channels

47. • Management buy-in is the key to successful social customer-engagement programs. (Manage) • Integrating social channels with traditional service processes is paramount. (Manage & Measure) • Identify the social channels that your customers engage in (Manage). • Engage with social customers in multiple channels if necessary (Monitor). • Customer support staff should take time to engage with customers on social channels (Monitor & Mediate). • More interactions generate a higher positive impact with social customers (Measure). • Companies with a longer history of engaging customers on social channels from a service perspective experience a more positive impact on their service goals (Measure). • Facebook and Twitter ranked similarly for effective engagement overall. (Monitor) Key Suggestions and Points to Start Improving your Company’s Social Channels

48. “ As organizations adopt social tools and strategies to engage customers from a service perspective, they expect this to have a positive impact on overall customer service goals and objectives.” Survey conducted by: The Social Customer & The Society of Consumer Affairs Professionals, June 2010 Of the 118 respondents, 61 percent (72) said efforts so far have had a positive impact , 36 percent (42) reported no noticeable impact, and only 3 percent (4) reported a negative impact. Survey conducted by: The Social Customer & The Society of Consumer Affairs Professionals, June 2010

50. Questions? @vitecinc @zenaweist Copy of this presentation? www.vitecinc.com – V-Club … and that’s how the Social Media Square shapes up! Sustain your own Social Media Square through proper nurturing, measuring and adjusting! SM 4 Mediate Monitor Manage Measure