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09/13/2011,[object Object],Listen to Your Customers & They Will Listen To YouPresented by Shashi Bellamkonda,[object Object],OPTSUM,[object Object],New Media Optimization Summits Phoenix 2011,[object Object]
Hashtag #optsum,[object Object],2,[object Object]
The Basics Will Never Change,[object Object],Your Objective:Win Favor from the Public,[object Object],Goals:,[object Object],Build awareness,[object Object],Create identity,[object Object],Enhance Image,[object Object],Engage with customers,[object Object],Inform public,[object Object],Accuracy during crisis,[object Object]
But Tools Change All the Time,[object Object],http://www.cartoonstock.com/newscartoons/cartoonists/mly/lowres/mlyn598l.jpg,[object Object]
Definition of Social Media ,[object Object],Social media is that which allows anybody to communicate with everybody. Jim Sterne,Web metrics guru & Author of Social Media Metrics,[object Object],Key components : Easy, User generated, shared, multi-media, two-way or multi-directional conversation, online or mobile,[object Object],New media, Web 2.0, Social media,[object Object],5,[object Object]
Evolution of New Media,[object Object],6,[object Object]
Fortune 500 Use of Social Media,[object Object],Source: http://www.sfgate.com/cgi-bin/article.cgi?f=/g/a/2011/01/20/prweb4987944.DTL#ixzz1W0kaqN2L,[object Object]
Characteristics of a Web 2.0 World ,[object Object],2 way communication,[object Object],New Opportunities to build community (events),[object Object],New channels,[object Object],Share and spread content more visibility,[object Object],Personality and human face,[object Object]
Anatomy of Web 2.0 Content 1,[object Object],Tags & Categories : Classify your content ,[object Object],RSS: Get content in your RSS reader,[object Object],Share your content on other social networks,[object Object],Content others readers liked,[object Object]
Anatomy of Web 2.0 Content 2,[object Object],Related posts to the current post,[object Object],Comments from readers,[object Object],Networks where this post been shared ,[object Object]
Real-time Collaborative Content,[object Object],11,[object Object]
Strangers shape your brand reputation,[object Object],Word of Mouth has become Word of Mouse,[object Object],12,[object Object]
New Media Perspective,[object Object],Source: http://news.cnet.com/8301-13577_3-10185477-36.html#ixzz1AGSlAIgg,[object Object],http://marketingwhitepapers.s3.amazonaws.com/SocialMediaMarketingReport2010.pdf,[object Object],http://www.briansolis.com/2010/02/time-spent-on-social-networks-up-82-around-the-wrold/,[object Object],13,[object Object]
B2B Perspective,[object Object],14,[object Object],Andrew Mcafee author of Enterprise 2.0,[object Object]
Are you in the Web 2.0 World yet ?,[object Object]
Your Social State Check List ,[object Object]
Set Your Objectives ,[object Object],Make your customers happy,[object Object],Fascinate them ,[object Object],Comedy works,[object Object],17,[object Object],http://www.youtube.com/watch?v=MSqXKp-00hM,[object Object]
Make your actions spreadable,[object Object],18,[object Object]
Network Solutions Go_Granny Campaign,[object Object],19,[object Object]
Does your product wow people to tattoo your brand ,[object Object],20,[object Object],http://www.flickr.com/photos/flanman/3488525512/sizes/m/in/photostream/,[object Object]
This Company Made Blenders Interesting,[object Object]
Your Customer Connection plan,[object Object],22,[object Object]
Becky Carroll @bcarroll7 – The Hidden Power of Your Customers,[object Object],23,[object Object]
Becky’s 4 Principles of Customer Marketing,[object Object],Relevant Marketing,[object Object],Orchestrated Customer Experience,[object Object],Customer Focused Culture,[object Object],Killer Customer Service,[object Object],http://customersrock.net/the-hidden-power-of-your-customers/,[object Object]
Customer Experiences Will be Shared,[object Object],You control,[object Object],Make their experience positive to create passion and excited sharing,[object Object],Create circumstances for negative to spread virally,[object Object],What Customer’s want? ,[object Object],Product or services that meet or excced their need,[object Object],Ability to find the product easily,[object Object],A channel for feedback,[object Object],- Brian Solis @briansolis in The Hidden Power of your customers,[object Object],25,[object Object]
Customer talk anywhere,[object Object],26,[object Object]
Listening Tools - Discussion,[object Object],Who is talking,[object Object],What are they talking,[object Object], Where are they talking,[object Object],27,[object Object]
Dashboard View,[object Object],28,[object Object]
29,[object Object],http://hy.ly contact mg@hy.ly,[object Object]
30,[object Object]
Exercise - Brand Monitoring,[object Object],Choose a keyword or a brand,[object Object],Use Google Blog Search to find results,[object Object],Classify the top 20 results +tive, -negative neutral in %,[object Object],31,[object Object]
Content Calendar,[object Object],32,[object Object]
Content Tools,[object Object],33,[object Object]
Content Curation Tools,[object Object],Summify,[object Object],Sportify,[object Object],Xydo,[object Object],Trove,[object Object],Paper.li,[object Object],News.me,[object Object],Google® News,[object Object],34,[object Object]
Incentives for Customers,[object Object],Display Signs,[object Object],People on Yelp Love us,[object Object],We have 4 star reviews on TripAdvisor,[object Object],Emails to Customers,[object Object],Satisfaction Survey,[object Object],Badges,[object Object],Handwritten  “Thank you” note,[object Object],35,[object Object]
Review Life Cycle,[object Object],Reminder about reviewing,[object Object],Easy to add a review,[object Object],Thanks and congratulations on publishing the review,[object Object],Widgets for the customers to place on their website,[object Object],Comments or scores on review,[object Object],Rewarding top reviewers,[object Object],36,[object Object]
Don’t Reward Wrong Behavior ,[object Object],Trolls,[object Object],Chronic issues – Fix them or phone them,[object Object],Let community come to your defense,[object Object],37,[object Object]
Developing Customer Advocates,[object Object],Create a Social Advisory Board,[object Object],Make it easy for referrals,[object Object],Thank people for referrals,[object Object],Ambassador kits,[object Object]
Community Advocates,[object Object],Senders vs Spenders,[object Object],Participation,[object Object],Event sponsorship,[object Object],Grassroots offline events,[object Object],Guest posts,[object Object],Interviews,[object Object]
Customer Reward and Ambassador Plan,[object Object],Your own company or a imaginary company,[object Object],Create a 5 point plan ,[object Object],Rewarding customers to review you,[object Object],Creating ambassadors from customers who are raving fans,[object Object],40,[object Object]
Crisis Plan,[object Object],Monitoring Alerts,[object Object],Crisis Team,[object Object],Crisis Content Tool	,[object Object],Corporate Blog, Status Blog, Website, Forums, Social updates,[object Object],Response time ,[object Object],Fast Track Review Process,[object Object],Close out the incident with recap ,[object Object],Pick up the Phone,[object Object],41,[object Object]
Make Your Whole Organization Social,[object Object],Every outward facing position can help you ,[object Object],Existing communications campaign performance can improve with social media integration,[object Object],Communications can be faster with social platforms,[object Object],Enhance your recruiting efforts,[object Object],42,[object Object]
Developing Internal Advocates,[object Object],Social Media Committee,[object Object],Social Media Center for Excellence,[object Object],Training,[object Object],Brown Bag Lunches with outside experts,[object Object],Encourage attending offline events and usergroups,[object Object],Employee Customer Service Stories,[object Object]
Rules of Engagement,[object Object],44,[object Object],Link to latest post : http://b.shashi.co/rli6XH,[object Object]
Outreach Tools,[object Object],Identifying influencers,[object Object],Klout/Peerindex,[object Object],Email Outreach,[object Object],Twitter® outreach,[object Object],Press Release,[object Object],Social Media Release,[object Object],Contests,[object Object],45,[object Object]
Social Media Policies,[object Object],46,[object Object]
Acq. Customers,[object Object],Social Offer Feed,[object Object],Special Social Media only offers,[object Object],Preview products to Social Media only,[object Object],Social Referrals,[object Object],Make offers shareable,[object Object],47,[object Object]
Metrics,[object Object],Set Goals,[object Object],Benchmark,[object Object],Audit and report periodically,[object Object],48,[object Object]
Metrics,[object Object],Number of mentions,[object Object],Reviews,[object Object],Sentiment,[object Object],Filtered by Category/ Tags,[object Object],Engagement,[object Object],Retention or Sale,[object Object],Traffic back to website,[object Object],URL Shorteners,[object Object],Landing codes/ ids,[object Object],Inbound links,[object Object],Blog mentions,[object Object],49,[object Object]
Case Studies,[object Object],50,[object Object]
Network Solutions ,[object Object], Face of the Customer,[object Object],Voice of the Customer,[object Object],Intranet Social Media feed,[object Object],Visits to Call Center,[object Object],51,[object Object]
Never Used AComputer – Yet His Brand Exists Online,[object Object],52,[object Object]
Pizza Tweets Can Be Made Fun,[object Object]
Final Thoughts,[object Object],[object Object]
Everyday is a opportunity to change

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Listen to your customers and they will listen to you optsum phoenix september 2011

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  • 55. Everyday is a opportunity to change
  • 56. Don’t be satisfied with past laurels
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Hinweis der Redaktion

  1. Goals and objectives of Public Relations
  2. make this into a graphic