SOCIAL MEDIA...AMPLIFIED SOMAZI 2 WE DO SOCIAL SoMazi has worked - PowerPoint PPT Presentation

e SOCIAL MEDIA...AMPLIFIED

SOMAZI 2 WE DO SOCIAL… SoMazi has worked with some of the leading organisations in their respective industries:

SOCIAL TALENT 3 Karen Clementina Izzy Luca

What will be covered today Landscape Case Studies Approach Summary

What are the Characteristics of Social Media? Conversation, Collaboration, Transparency, Accessibility, Immediacy and Community.

1 Billion Half of them are logged in on any given day

Social media is exploding

It’s about RELATIONSHIPS

Anyone with an opinion and an internet connection can influence someone else about your brand and the things you care about.

> Why Social Media - Around the World 9 10 people globally trust the recommendations in of people they know SOURCE: Global Web Index

“ A revolution doesn’t happen when a society adopts new tools. It happens when society adopts new behaviours. Clay Shirky

Organisation challenges Internal External Reality Perception

14 Where we want to be Transactional Loyal Occasional Constant Impersonal Authentic Short-Term Long-Term

Interests of Organisation

Interests of organisation Understanding challenges: • Trust in industry and brand • Knowledge of barriers to trust • Lack of interest • Lack of consumer education • Lack of customer insight • Industries have forgotten profit is a by product • Lack of customer contact • Lack of single customer view • Poor service communication • Lack of clarity around value • Revenue • Lack of loyalty

Social Environment Context Interests of Interests of Organisation Social Media Based on Communication Process Model, Wilbur Schramm

Social Media Value Creation Across Disciplines Advocacy Foster Dialogue Impact (Innovation) Social Media Customer Experience & Loyalty Operational efficiency Revenue Generation

Stake Holders Loyal Constant Authentic Long-Term Customer Loyal Constant Authentic Loyal Long-Term Constant Authentic Third Colleagues Parties Long-Term

Sky Community – Support Forum

Social Media Stores

Strategic Approach Plan Listen Seed Engage Level of engagement Time

Plan 2 4 1 3 Strategy Objectives People Technology Plan What are you trying to achieve Asses your internal capability Do you have a social media guideline Benchmark against competitors What social tools are you using Do you have the right resources What is being said about you Are you currently visible on social channels

Building a strategy Planning Resources Process - Budget – Monitoring - Mission charter - Headcount - Roles & organisation – Measurement (Identify owners) -Education – Collaboration - - Audit - Research - Policies (Escalation path) - Road map

People 1. Getting organised 2. Train your people on social 3. Promote the organisation HR 4. Connect staff together Collaboration 5. Deliver benefit to your customers Promotion

Creating capabilities is a priority…

Participation Plan Seed Engage Listen Level of engagement Time

The Value of Listening Always ON: • Who is driving share of conversation for your brands • What the top issues are that matter to your customers • Where your customers live online • How you can add value for your customers • When you should engage the community • Why customers are passionate on certain topics

Daily framework Track Prioritise Act Stake Holder – Categorise – Summarise – Analyse buzz articles article data – Manually rank – Advise – Manual data sentiment appropriate gathering action – Filter out irrelevant articles Alert stake holder of any crisis

Participation Plan Listen Seed Engage Level of engagement Time

Manage the conversation

Spectrum of social media options Twitter page YouTube channel Promoted tweets Corporate blog Location- based social apps Facebook ads Customer Support Social content aggregators Idea Storm Community Corporate/Branded Facebook page Simple Complex

1. Listen 2. Give up control 3. Be natural 4. Make a commitment 5. Be where your customers are 6. Learn to deal with negativity 7. Be humble 8. Have a clear and measurable objective 9. Develop a plan 10. Listen

SOMAZI 43 CONTACT US SoMazi has offices in London, New York, Bergamo and Geneva. We’d love to hear from you. LONDON 18 Steynings Way N12 7LN, London England Maz Nadjm Mobile: 07960811351 Landline: 02035981294 Email: maz@somazi.com Website: www.somazi.com Twitter: @Somaziww My personal: @Mazi

SOCIAL MEDIA...AMPLIFIED SOMAZI 2 WE DO SOCIAL SoMazi has worked - PowerPoint PPT Presentation

e SOCIAL MEDIA...AMPLIFIED SOMAZI 2 WE DO SOCIAL SoMazi has worked with some of the leading organisations in their respective industries: SOCIAL TALENT 3 Karen Clementina Izzy Luca What will be covered today Landscape Case Studies

Getting Social What is social media? Why does social media matter? What social media

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