SOCIAL MEDIA MARKETING HOW IT CAN MAKE A DIFFERENCE PRESENTER - PowerPoint PPT Presentation

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SOCIAL MEDIA MARKETING HOW IT CAN MAKE A DIFFERENCE PRESENTER TARA DULAKE DIGITAL MARKETING DIRECTOR AREAS COVERING: Aiding Communication Managing Dis-satisfaction Improving Services Digital Inclusion AIDING COMMUNICATION HOW DO WE

SOCIAL MEDIA MARKETING – HOW IT CAN MAKE A DIFFERENCE PRESENTER TARA DULAKE DIGITAL MARKETING DIRECTOR
AREAS COVERING: Aiding Communication Managing Dis-satisfaction Improving Services Digital Inclusion
AIDING COMMUNICATION
HOW DO WE COMMUNICATE?
UK USERS ON SOCIAL MEDIA
WHY USE SOCIAL MEDIA? Social media helps you manage your reputation .
Social media helps increase trust in your WHY USE SOCIAL MEDIA? business, brand and in YOU.
WHY USE SOCIAL MEDIA? Social media is a great way of promoting your content and showing others what you do.
WHY USE SOCIAL MEDIA? Social media helps you keep customers/clients and business partners engaged with your brand.
WHY USE SOCIAL MEDIA? Social media helps you deliver better customer service .
WHY USE SOCIAL MEDIA? Social media allows you to obtain real customer insights .
WHY USE SOCIAL MEDIA? Social media will drive new users and traffic to your website .
WHY USE SOCIAL MEDIA? Allows you to communicate with your target audiences and customers.
WHAT CHANNELS SHOULD YOU USE TO COMMUNICATE? CONSUMER CORPORATE
TWITTER DEMOGRAPHICS
FACEBOOK DEMOGRAPHICS
INSTAGRAM DEMOGRAPHICS
HOW CAN YOU BETTER COMMUNICATE USING SOCIAL MEDIA?
STATISTICS BLOG POSTS MY BLOG MEDIA CONTENT, CONTENT, CONTENT! COMMENTS ABC ARTICLES VIDEO GIFS PHOTOGRAPHY
CONTENT, CONTENT, CONTENT! ICELAND'S RANG-TAN CHRISTMAS CAMPAIGN FOR GREENPEACE – VIDEO CONTENT 65 million views across social media and Iceland’s owned channels
CONTENT, CONTENT, CONTENT!
CONTENT, CONTENT, CONTENT! #
CONTENT, CONTENT, CONTENT!
CONTENT, CONTENT, CONTENT!
CONTENT, CONTENT, CONTENT!
MANAGING DIS-SATISFACTION
WHAT TO DO WHEN THINGS GO WRONG…
WHAT TO DO WHEN THINGS GO WRONG…
WHAT TO DO WHEN THINGS GO WRONG…
WHAT TO DO WHEN THINGS GO WRONG…
WHAT TO DO WHEN THINGS GO WRONG…
WHAT OUTCOMES DO CUSTOMERS WANT FROM A COMPLAINT: TO FEEL LIKE THE FOR THE COMPANY PERSON LISTENING A RESOLUTION TO LISTEN TO THEM EMPATHISES AND UNDERSTANDS
SOCIAL MEDIA POLICY & DATA PROTECTION
DON’T DELETE WHAT TO DO WHEN THINGS GO WRONG… RESPOND PROMPTLY - CONSIDER YOUR RESPONSE ACKNOWLEDGE MISTAKES BE HONEST BE HUMAN – PERSONALISE YOUR RESPONSE TAKE CONVERSATIONS OFFLINE DON’T TAKE IT PERSONALY KNOW WHO TO IGNORE HAVE AN ESCALATION PLAN FOLLOW UP
IMPROVING SERVICES
REACH NEW AUDIENCES
RECOGNITION OF THE GOOD YOU DO AS A BUSINESS
A TOOL FOR FEEDBACK
PROVIDE A CUSTOMER SERVICE CHANNEL CREATE A PERSONALISED SERVICE…
DIGITAL INCLUSION
Website INTEGRATION PR Online Reviews Social Media Online Forums Blogs / News Search Engine Optimisation
ONLINE REPUTATION
ANY QUESTIONS?
SOCIAL MEDIA MARKETING – HOW IT CAN MAKE A DIFFERENCE PRESENTER TARA DULAKE DIGITAL MARKETING DIRECTOR

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