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The Rise of the Social Customer and Thier Impact on Business - Meltwater Group
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Michael Brito | Zeno Group
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I presented this at the Meltwater Group's Customer Event in SF and NY.
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The Rise of the Social Customer and Thier Impact on Business - Meltwater Group
1.
2.
3.
They are Influential
4.
Amplified voices across
the social web
5.
Google indexing critical
conversations about companies
6.
Social Customers are
trusted amongst their peers as influence grows
7.
Companies and brands
join Twitter, Facebook and create corporate blogs
8.
Engage with the
social customer in various channels
9.
Social Media teams
are forming slowly
10.
Small budgets are
allocated on a project basis to social media engagement and community building
11.
Organizations begin humanizing
business operations
12.
Organizational models are
formed to include social media
13.
Organizational silos are
torn down between internal teams
14.
Governance models and
social media policies are created
15.
16.
17.
Brands need to
have multiple customer touch points to break through the clutter
18.
19.
20.
21.
Advocates talk about
the brand, even when the brand isn’t listening
22.
Advocates are trusted
among their peers and within their micro-communities
23.
Advocates are aiding
and influencing others down the purchase funnel
24.
25.
26.
27.
28.
29.
30.
31.
Change management and
culture change is essential in order for genuine social business transformation to occur
32.
33.
34.
35.
36.
Leveraging search to
create social content for blogs
37.
Metrics deep dive
– understanding metrics and making data driven decisions
38.
Advanced training on
social tools and technologies like Radian6, Meltwater Buzz, Sprinklr, Shoutlet, CoTweet, and other publishing/listening platforms
39.
40.
Listening & Monitoring
Tools and Apps
41.
Intended Uses of
Social Media
42.
Engagement Model &Escalation
Process
43.
44.
Overview of owned
media channels to include enterprise communities, blogs, Facebook and Twitter accounts
45.
46.
Listening to
owned media channels
47.
Escalate conversations to
others
48.
Frequent tweeting and
retweeting; responding to comments on/off of enterprise owned media channels
49.
Responding to customer
support issues and escalating to appropriate channels
50.
Basic community management
51.
Frequent blogging, tweeting
and responding to comments on/off of enterprise owned media channels
52.
Solving customer support
issues on and off enterprise owned media channels
53.
Mentoring and training
white and blue belts; team brown bags
54.
Speaking at conferences
55.
56.
57.
58.
59.
60.
61.
62.
63.
64.
65.
66.
67.
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