Social Media

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The Social Tools Won’t Save You: but they can help transform your business : 

The Social Tools Won’t Save You: but they can help transform your business Tamera Kremer, Partner – Strategic Consulting

The golden rule for every businessman is this:“Put yourself in your customer’s place” – Orison SwettMarden : 

The golden rule for every businessman is this:“Put yourself in your customer’s place” – Orison SwettMarden

Marketing at its essence is about communicating, not blaring messages and fighting for “share of mind” : 

Marketing at its essence is about communicating, not blaring messages and fighting for “share of mind”

Your organization, products, people, and processes are what customers experience everyday : 

Your organization, products, people, and processes are what customers experience everyday

Slide 6: 

They wear your shoes

Slide 7: 

They drink your coffee

Slide 8: 

They rely on your product

Slide 9: 

They use your software

Slide 10: 

They talk to your employees

Slide 11: 

They experience your service

Slide 12: 

The Brave New World of Communications

The hyper-digital eco-system : 

The hyper-digital eco-system

Social media are an eco-system : 

Social media are an eco-system

Slide 17: 

#AmazonFAIL

Beyond the jargon, what is social media? : 

Beyond the jargon, what is social media?

Conversations, shared interests, information & insights. : 

Conversations, shared interests, information & insights.

Slide 20: 

About the tools. About you. Social Media is NOT...

Slide 21: 

About using the 2-way digital communications channels to converse as human beings with people who are interested. Social Media is ...

Slide 22: 

About being helpful and useful. Social Media is ...

Slide 23: 

About listening and learning. Social Media is ...

Slide 24: 

About changing the way things have always been done. Social Media is ...

It’s not about pushing messages out & hoping they resonate : 

It’s not about pushing messages out & hoping they resonate

What is the one rule of social communications? : 

What is the one rule of social communications?

Slide 27: 

Be human.

L.E.T. GO : 

L.E.T. GO

Why integrate social communications? : 

Why integrate social communications? Customer service Relationships R&D HR Sales Awareness Mobilization ETC.

In the real-time, hyper-connected world your reputation is what other people say it is.24/7. : 

In the real-time, hyper-connected world your reputation is what other people say it is.24/7.

Slide 31: 

* Posted October 24, 2009

@ComcastCares : 

@ComcastCares *posted October 24, 2009

Slide 33: 

1,833,502 Unique Visitors/ mnth* *Compete.com data (avg. uniques to Sept 2009)

Transformation takes time, effort, and experimentation : 

Transformation takes time, effort, and experimentation

“Dell Hell” ~ Jeff Jarvis sets off a firestorm against Dell Customer Service : 

“Dell Hell” ~ Jeff Jarvis sets off a firestorm against Dell Customer Service

The Idea Storm : 

The Idea Storm

Dell’s Community Ambassadors : 

Dell’s Community Ambassadors

Would you speak to me that way if we met at a baseball game?Let go of marketing speak. No one is listening. : 

Would you speak to me that way if we met at a baseball game?Let go of marketing speak. No one is listening.

Tell your story: : 

Tell your story: Who are you? What value can you add? Why would I let you into my network?

Prepare to Change.“It is not the strongest of the species that survive, nor the most intelligent, but the one most responsive to change.” – Charles Darwin : 

Prepare to Change.“It is not the strongest of the species that survive, nor the most intelligent, but the one most responsive to change.” – Charles Darwin

Social Media Guidelines - IBM : 

Social Media Guidelines - IBM

U.S. Air Force Commenting Policy : 

U.S. Air Force Commenting Policy

Best Buy’s “Twelpforce” : 

Best Buy’s “Twelpforce”

When something goes awry, having structure in place makes a difference… : 

When something goes awry, having structure in place makes a difference…

Slide 45: 

We should talk.

Things to consider in developing guidelines : 

Things to consider in developing guidelines What are the rules of engagement for employees? How will you operationalize with various departments? How will you engage with various members of the public? How will you incorporate and distill feedback? What are the best practices that should be incorporated?

Be Useful. : 

Be Useful.

Above All, Be HUMAN.“Well, you know, I was a human being before I became a businessman.” – George Soros : 

Above All, Be HUMAN.“Well, you know, I was a human being before I became a businessman.” – George Soros

Slide 49: 

L.E.T. GO

Listen / Learn : 

Listen / Learn Find out what people think about, care about, talk about Learn what you are doing right and wrong Discover new ideas Where are people talking? What do they think about you? Are there stories you didn’t know about?

Engage : 

Engage Figure out what you have to add that brings value Find the people internally who are passionate and let them connect Embrace the chaos Internalize feedback Experiment & think integration You aren’t IN control, but you still HAVE some control

Transform : 

Transform Evolution isn’t static. “… [social media is] about sellers, business partners, product development, customer support/service in a holistic fashion, it also brings in market intelligence and all elements of marketing and public relations” – Sandy Carter, VP Software Groups, IBM

The ebb and flow… : 

The ebb and flow…

At the end of the day if you do something right or wrong people will talk about you online. …. : 

At the end of the day if you do something right or wrong people will talk about you online. ….

Where to find me : 

Where to find me Website: www.teehanlax.comEmail: [email protected]: http://3i.wildfirestrategy.comTwitter: www.twitter.com/tameraLinkedIn: www.linkedin.com/in/tamerakremerFacebook: www.facebook.com/tamerakSusCamp: www.sustainabilitycamp.org… and a myriad of other places!

Credits : 

Credits http://www.flickr.com/photos/[email protected]/2277454027/ http://www.flickr.com/photos/everydaylifemodern/500110966/ http://www.flickr.com/photos/vice1/6581182/ http://www.flickr.com/photos/hanapbuhay/4251438561/in/pool-consumerist http://www.flickr.com/photos/seattlemunicipalarchives/2696314442/ http://www.flickr.com/photos/louisabate/4263843659/in/[email protected] http://www.flickr.com/photos/zense/2160901304/ http://www.flickr.com/photos/davidrobertwright/3463690479/ http://www.flickr.com/photos/asheh/3666605578/in/pool-consumerist http://www.flickr.com/photos/benko/98559203/ http://www.flickr.com/photos/clydeye/319410860/ http://www.flickr.com/photos/newformula/1826204301/ http://www.globalnerdy.com/2008/12/30/the-air-forces-rules-of-engagement-for-blogging/ http://www.ideastorm.com/ http://www.ibm.com/blogs/zz/en/guidelines.html http://www.buzzmachine.com/archives/cat_dell.html http://www.marketingprofs.com/marketing/online-seminars/224

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