This presentation is designed to bring a first-hand experience and insight into how to use viable social media metrics to evaluate the success of various social media initiatives and presence for luxury brands. Presenter Sophie Eggermont, Business Developer @Engagor

1. What’s up next?

2. Introduction
@fietieflex

3. How can luxury brands use the advantages of social media?

4. And.. How can you do it yourself?

5. Current role social media for luxury brands

6. Does going for social media equal mass communication?

7. What’s the point?

8. Why communicate with thousands of people in the world?
Brand awareness
Preparing the customers of
tomorrow
Customer service
Balance positive and
negative messages
Prove how good you are in
customer support

9. Some brands are already experienced with Social
State of social media + evolution

10. The Ritz-Carlton - #RCMemories
is inviting fans to submit six-word stories that capture brand-related memories
that will then be shared in various forms on social media.
Peer to peer marketing drives engagement

11. Peer to peer marketing drives engagement
“We partnered with Bumebox and created a custom social overlay for users to join
the #marcjacobsliveconversation via eitherTwitter or Facebook,”
The night of the collection show, the #marcjacobslive tag had more than ninety million impressions onTwitter.

12. Peer to peer marketing drives engagement
Our communication on social media enables a better understanding of the brand, its universe, and its values”

13. YouTube launch in 2012.
Rolex used the platform to launch in-house
documentaries about topics that matter to the
brand and its devotees, like Himalayan expeditions
and deep-sea missions to investigate the polar ice
caps.
Rather than publishing content
for content's sake, the brand
meticulously selects what media
tells the brand's story best.

14. Scraping brand mentions from its own and other social networks
Social listening
Using that data to see what people are saying and how they're saying it
Identifying what consumers want to see from the brand on social media.

15. Spreading content helps to let people talk about you

16. Show that you care

17. Have some fun but stay authentic
The L’Oréal Paris Tumblr presence is intended to be one thing:
a playground for all things beautiful.

18. Let your audience spread the message

19. Some.. are still in discovery phase
State of social media + evolution

20. Use it right..

21. What tools to use?

22. Specific focus or all-in-one tool?
What tools to use?
vs.

23. First question:
What is your purpose with this tool?
- all metrics measured in the same platform
- immediately apply knowledge
What tools to use?

24. All in one?
1. MONITORING
2. ENGAGEMENT
3.ANALYTICS

25. What do I use for what?!
?
For growth engagement metrics?
For content strategy metrics?
For audience quality metrics?

26. Will it be easy to use?

27. How social media contributes to marketing strategy

28. Who is talking about my brand?

29. Social media explained

30. What media platforms work best for my brand?

31. Who is my audience?

32. When is the best time to post?

33. What kind of posts trigger likes, comments shares?

34. What is the difference between me and my competitor?

35. How goals can be achieved
Well trained social media customer care staff
Crisis service management reporting
Accurate response time to social mentions
Daily interaction to obtain updates and solutions

36. Customer care performance

37. Performance of Customer Care

38. Tip 1: don’t just reach out when something’s wrong!

39. Tip 2: Be true to yourself: Who are you and how do you engage?

40. 3. See every issue – not just the ones with @mentions of your brand

41. 4. Know there’s a problem? Tell your customers you’re fixing it

42. 5. Realize that the sale is only the first step
When the Support Ninjas hear customers are really
grateful for their time and effort.

43. 6. Measure success with customer service KPIs

44. All in one social media management tool
for marketing and customer service!

45. Maximizing value of social media efforts

46. Live Demo
https://app.engagor.com/dashboard/14199

47. Thanks for listening!
sophie@engagor.com
Follow me via @fietieflex