AAF-CLE - Creating Community - Engaging Customers

Creating community,Engaging Customers.

@davidalston & @sMoRTy71

Who is Nationwide?

Social Mediais not a media.

Social Mediais not a media.

Social Mediais not a media.

Social Mediais a two-way communications channel.

Social PhoneEtiquette

Complaints

IdeasMemes

Influencers

Campaign

Crisis Competition

Crowds

Needs

Compliments

The 4 P’s Still Relevant?

place

2

Promotion

2

Product

2

Price

& TargetMarket

The 5 C’s

Content

Community

Conversation

Collaboration

Connections

The YellowBrick Road:The B2B Example

What’s gonna stop you?

Policies

culture

Bureaucracy

Momentum

WindowDressing

Misinformation

Lack of Top Level Support

Lack of a Plan

Lack of Commitment

Lack of resources

Ok what’s next?

Who’s Radian6?http://www.radian6.com/what-we-do/

Connect?

How do I measure it?

Share ofConversation

Share of Voice

Fan Mentions

Point of NeedLeads

Customer Service Conversions

Sentiment

Conversationsthat Convert

Engagements per Day

Influencer Mentions & RT’s

Types of

Conversations