Michelle Killebrew presented strategies for creating a responsive social media strategy on a shoestring budget. She discussed three main topics:
1) How to ensure your social media strategy aligns with your organization's mission by defining your mission statement, understanding how it serves customers, and benchmarking your performance.
2) How to spot and react to angry customers by listening on social media, responding promptly, and turning negative experiences into positive advocacy.
3) How to identify an online crisis by looking for a situation with long-term negative impact or strong negative emotions, and determining if an issue has been resolved or erupted into a full crisis requiring your management plan.
3. Agenda
How to ensure your strategy aligns with your organization's mission
How to spot, prepare and react to angry customers—before they erupt
How to know what qualifies as an online crisis—and what doesn't
@shellkillebrew
4. How to ensure your
strategy aligns with your
organization's mission
@shellkillebrew
6. DefineYour
Mission
A well-developed mission statement is a great tool for
understanding, developing, and communicating fundamental
business objectives, and should be expressed in just a paragraph or
two. If you read it out loud, it should take about 30 seconds. And it
should answer questions people have about your business, like:
Who is your company?
What do you do?What do you stand for?And why do you do it?
Do you want to make a profit, or is it enough to just make a living?
What markets are you serving, and what benefits do you offer
them?
Do you solve a problem for your customers?
What kind of internal work environment do you want for your
employees?
Source: http://articles.bplans.com/writing-a-mission-statement
@shellkillebrew
7. IBM: Employee Advocacy
GOALS:
• Let the method
validate the
mission/message
• Leverage your
employees influence
• Build tools to enable
listening and easy
content sharing
@shellkillebrew
8. IBM: Influencer Engagement
GOALS:
• Reinforce the social
business story by
exemplifying various
traits of social
executives
• Leverage their
influence to help
broaden our reach
and reinforce our
message
• Create a touchstone
for other (potential
client) organizations
to understand why
@shellkillebrew
9. Creating Big
BuzzThrough
New ModesOf
Storytelling
Michael Engleman is EVP Marketing,
Digital & Global Brand Strategy
for Syfy & Chiller, both are divisions of
NBCUniversal
Key Insights from Michael Engleman:
No. 1: Storytelling is for Everyone
• Enabling consumers to actively participate in the storytelling is
increasingly as important as the story itself.
No. 2:The Blurrier the Lines Between Marketing and Content the
Better
No. 3:ThankYou for Sharing:The New Rules for Socializing
• Share Early
• Share Often
• Share StuffWorth Sharing
• Share with Influencers
• Listen…storytelling is a two-way street
No. 4: Innovation Isn't a Perk, It's a Requirement
No. 5: None of It MattersWithout Authenticity
9Source: http://adage.com/article/syfy/creating-big-buzz-modes-storytelling/245635
@shellkillebrew
10. Execution &
Optimization
Tactics
What are some of the things that you should think through as you
approach the creation of a center of engagement for your brand?
Social listening – for customer service, sentiment, product
innovation, trends
Web analytics – to understand behavior, ensure customer
experience, measure interaction and revenue
Benchmark data – so you know how you are performing against
your peer competitors
Business intelligence – for deep comprehension and analysis of
how your efforts translates into bottom-line business results
(conversion rate, acquisition rate, revenue, and profit), and insight
into trends over time
Including visualizations to help drive rapid insight and action from
your engagement response team
@shellkillebrew
11. Takeaways
Make sure you have a clear mission defined, you must know
‘who you are’ if your strategy is going to align to represent your
mission and objectives
Understand how your mission serves your clients, and translate
it into messages and strategies that keep their interests front and
center
Do your homework, research your segment/competitors, listen
to your prospects/customers, benchmark and optimize your KPIs
Build your strategy, then test and iterate
How to ensure your
strategy aligns with
your organization's
mission
@shellkillebrew
12. How to spot, prepare
and react to angry
customers—before they
erupt
@shellkillebrew
16. Social Media Crisis Checklist:
Use the organization’s core values as your guidepost
State the purpose of social media response in your crisis plan
Do scenario planning
Understand your audience
Define your voice & engagement model
Define your content strategy with SEO in mind
Map your SM plan to media relations or other stakeholder
outreach activity
Specify roles & responsibilities in a daily managing process
Define metrics of success
Source: @heatherread, Dupont
@shellkillebrew
17. Takeaways
Prepare for the worst, have a social media response plan and
(separate) crisis management plan in place
Listen and monitor, the social channels/handles you have set up
based on your audience preferences
Respond in a timely manner, even if you need to do research for
a full resolution, acknowledge your customer’s complaint and do
your best to right it.
Go above and beyond, where possible, to turn a customer with
negative experience into a loyal advocate.
If necessary, enact your crisis management plan.
How to spot,
prepare and react
to angry
customers—before
they erupt
@shellkillebrew
18. How to know what
qualifies as an online
crisis—and what doesn't
@shellkillebrew
19. A social media crisis is an online situation that has, or risks
having, a negative and long- term impact on your business or
organization's reputation and/or bottom-line.
Social media crises usually involve strong, negative emotions
emotions that are relatable and can easily outweigh common
sense.
Source: https://raventools.com/blog/social-media-crisis
@shellkillebrew
21. Step 1:
Identify an
Issue
What is a social media issue?
A social media issue is a lesser situation than a social media crisis –
though one that still needs to be addressed and resolved in a prompt and
proper fashion.
Social media issues are negative and potentially viral situations taking
place online about your brand, but they do not threaten any severe long-
term negative impacts on your brand’s reputation or bottom-line.
Some examples of social media issues include, but are not limited to:
Negative comments or discussions being posted about your brand
online
Unacceptable comments being posted to your channels
Negative customer service issues
Negative press
Source: https://raventools.com/blog/social-media-crisis
@shellkillebrew
22. Step 2:
Try to Respond
Promptly
What are some characteristics of a social media crisis?
Social media crises risk going viral very quickly, in a very short
period of time.They risk being highly unpredictable and, often,
unforeseeable.
When not responded to promptly and in a proper manner, social
media crises risk having a damaging and lasting negative impact on
your brand’s reputation and bottom-line.
Source: https://raventools.com/blog/social-media-crisis
@shellkillebrew
23. Step 3:
Identify if the
Situation is
Resolved or
Not
What are the red flags of a social media crisis?
This depends on your company or organization and what a social
media crisis means to your brand. But if you detect an increasing
number of negative mentions or discussions about your brand
online in a short period of time, then this is a definite indication that
something may be going on that you need to look into more closely.
Source: https://raventools.com/blog/social-media-crisis
@shellkillebrew
24. Takeaways
Identify if there’s an issue.
Try to respond and resolve the issue promptly.
Identify if the issue is resolved, or if it has erupted into a crisis.
Enact your crisis management plan.
How to know what
qualifies as an
online crisis—and
what doesn't
@shellkillebrew
There are several hilarious DILBERT and Marketoonist comics on most organizations mission statement, so if you are planning on ensuring that your social strategy is aligned with your mission, make sure your mission is tangible.
In 2013, IBM dissolved its traditional divisions of Hardware, Software and Service and changed to a category market approach: Social, Mobile, Analytics & Cloud. I was asked to lead the strategy and market positioning for this brand new Social Business category….
For IBM, if we were going to market “Social Business” we had to BE a social business.
That meant empowering our employees to advocate for us and help spread the word.
The Economist Social Business Leaders: An IBM-sponsored awareness campaign that co-branded with The Economist and celebrated the achievements of social business leaders in a variety of accomplishments, including internal collaboration, sophisticated customer engagement, philanthropic endeavors, and more. The success of this campaign is based on visibility and awareness: social impressions, site visitor data, and influencer engagement.
Both "Defiance" and "Sharknado" reveal 5 key insights into how consumers are playing an increasingly active role in storytelling. These insights are extremely relevant "must haves" for any brand seeking to engage their customers, and are now helping guide Syfy's approach going forward. I think this is a great list that Michael Edleman EVP of Marketing and Digital Engagement with NBCUniversal.
Here they are:
No. 1: Storytelling is for Everyone
Enabling consumers to actively participate in the storytelling is increasingly as important as the story itself.
No. 2: The Blurrier the Lines Between Marketing and Content the Better
No. 3: Thank You for Sharing: The New Rules for Socializing
Share Early
Share Often
Share Stuff Worth Sharing
Share with Influencers
Listen…storytelling is a two-way street
No. 4: Innovation Isn't a Perk, It's a Requirement
No. 5: None of It Matters Without Authenticity
http://adage.com/article/syfy/creating-big-buzz-modes-storytelling/245635/
This doesn’t need to be expensive.
Social listening – Hootsuite, Tweetdeck, etc.
Web Analytics – Google Analytics
BI – can be as simple as XLS; but you should be tracking your performance and what’s influencing that performance
Part of your strategy should be developing plans for “what if” scenarios.
Customers expect that you are monitoring your social channels, that’s why even for startups and mom&pops it’s important to have a social media/community manager.
Customers will use social to voice their frustrations, and expect that you hear them and (minimally) acknowledge them. Many can be turned into loyal fans through an apology and a bit of good will, but that same customer unanswered can turn into an avid ‘hater’.
If you’re paying close attention, you’ll notice who needs prompt attention; if not, you’ll be glad you have your plan ready if a ‘situation’ does erupt.
Here’s a helpful checklist in case you find yourself in a crisis situation.
Chipotle
When Chipotle faces an E.coli crisis last fall, they quickly dealt with the social media backlash by releasing a statement letting patrons know they were temporarily shutting down 43 restaurants. They kept customers up to date on everything that was being done to get the situation under control. Founder Steve Ells even took to The Today Show, and bought full-page newspaper ads, to apologize directly to customers who suffered from the crisis.
United
We all know the story of the now infamous passenger dragged off a United flight and the social firestorm that erupted due to the situation and escalated by the CEO’s poor response and the United Social team’s policy constratints that left the social message feeling cold and unapologetic. And we all know what that poorly handled situation did to their stock price.