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social4ce 1st Edition of "Coffee, Tea and Social Media", held in Beirut on March 20th 2013 with guest speaker Matthieu Chéreau co-founder and CEO of TIGERLILY. This 1st edition covered the following topics: - How to optimize you social media marketing actions? Best practices and case studies. - What is community management? How is it organized and who should be in charge of this discipline within your company? - How Tigerlily can make you succeed?
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#CoffeeTeaSM 1st Edi1on -‐ @social4ce – March 20th 2013
#CoffeeTeaSM @social4ce
@tigerlily @matthieuchereau
Coffee, Tea and Social Media 1st Edition with Matthieu Chéreau CEO of Tigerlily
How Tigerlily can make your brand succeed when it comes to social media engagement
Patrick Attallah Founder and CEO
social4ce @patrickattallah
#CoffeeTeaSM 1st Edi1on -‐ @social4ce – March 20th 2013
A series of conferences and workshops that we’ve designed to help you better understand the different challenges brought by social media and its impact on your brand, your organization and business.
What is Coffee, Tea and Social Media?
#CoffeeTeaSM 1st Edi1on -‐ @social4ce – March 20th 2013
next to come will cover subjects like:
- internal collaboration using social tools (such as Yammer)
- building effective SM marketing campaigns
- personal branding
… and many others
What about the next editions?
#CoffeeTeaSM 1st Edi1on -‐ @social4ce – March 20th 2013
A boutique consulting firm based in the Middle-East and focused on social business
We help our clients, leverage the power of social media by embedding social technologies into all their processes
We’ve been around since 2010, serving clients in Lebanon, KSA, UAE and France.
Who we are
©social4ce presenta1on 17th March 2013 -‐ @social4ce @patrickaBallah
We’ve entered the Age of the Customer Engaging customers is a real challenge.
#CoffeeTeaSM 1st Edi1on -‐ @social4ce – March 20th 2013
©social4ce presenta1on 17th March 2013 -‐ @social4ce @patrickaBallah
Engage Customers in New Ways Customers expectations have changed…
56% of buyers feel connected to brands that engage socially
(Source: ConeInc.)
62% of consumers handle service issues with social media. (Source: ClickFox, Social Media: An Emerging Customer Service Channel)
Percentage of enterprises geXng new product ideas via social media: 30% in 2010 … 75% in 2020
(Source: IDC, ICT Market Outlook: What’s Next?)
#CoffeeTeaSM 1st Edi1on -‐ @social4ce – March 20th 2013
#CoffeeTeaSM 1st Edi1on -‐ @social4ce – March 20th 2013
• How to optimize you social media marketing actions? Best practices and case studies
• What is community management? How is it organized and who should be in charge of this discipline within a company?
• How Tigerlily can make your business succeed when it comes to social marketing strategies?
Matthieu Chéreau Co-Founder & CEO
Today’s 1st edition will cover
#CoffeeTeaSM 1st Edi1on -‐ @social4ce – March 20th 2013
#CoffeeTeaSM 1st Edi1on -‐ @social4ce – March 20th 2013
Co!ee, tea and Social Media
Get your social strategy straight :capabilities, organization, solutions &
best practices
#CoffeeTeaSM 1st Edi1on -‐ @social4ce – March 20th 2013
The Tigerlily Platform
APIs connections with the most popularsocial media platforms
We o!er easy social marketing solutions
We have talented developersFacebook awarded our know-how
#CoffeeTeaSM 1st Edi1on -‐ @social4ce – March 20th 2013
More than 80 brands accross 60 countries
#CoffeeTeaSM 1st Edi1on -‐ @social4ce – March 20th 2013
Index
1Community
Management 101
2Organization
& goals
3Solutions &
best practices
4Case Studies
#CoffeeTeaSM 1st Edi1on -‐ @social4ce – March 20th 2013
1COMMUNITY
MANAGEMENT 101
#CoffeeTeaSM 1st Edi1on -‐ @social4ce – March 20th 2013
The keystone of social
It’s all about managing several tasks all at onceInternal communication
Business Dev & Customer service
Marketing & Communication
#CoffeeTeaSM 1st Edi1on -‐ @social4ce – March 20th 2013
Marketing
Grow & engage communities
• Build trust and provide value for users
• Foster interactions with / between them
• Meet concerns & expectations to build a long-term relationship
Influence
• Engage with key influencers
• Share unique & exclusive contents
• Innovate to get some media coverage
#CoffeeTeaSM 1st Edi1on -‐ @social4ce – March 20th 2013
Communication (PR)
Support key campaigns
• Spread the message across social platforms
• Identify community feedbacks
• Address them in a timely manner
Resolve crisis
• Act fast with adequate answers
• Level up your monitoring processes
• Convert haters into ambassadors
#CoffeeTeaSM 1st Edi1on -‐ @social4ce – March 20th 2013
Customer service
Manage customers’ questions
• Filter and manage questions e!ciently
• Possibly coordinate with other departements
• Track the amount of resolved questions & more
Take a SCRM approach
• Identify key active / influential users
• Archive past conversations to answers users more adequately
• Possibly share user’s data with other departements
#CoffeeTeaSM 1st Edi1on -‐ @social4ce – March 20th 2013
Business Development
Identify opportunities
• Answer questions about a product, etc.
• Help users access relevant informations
• Provide value around your o!ering (tips, etc.)
Acquire users to convert into customers
• Give users a reason to engage and share their data
• Games / Promotions / Samples / App Services, etc.
• Create a journey that ends up in your (e)store
#CoffeeTeaSM 1st Edi1on -‐ @social4ce – March 20th 2013
Internal communication
Act as a social evangelist
• The community manager alone cannot achieve all those tasks
• Work should and must be distributed
• Hence the need to train, explain, and identify social media champion in each departement
Optimize collaboration / coordination
• Promote social media policy across the company
• Create & update social guidelines
• Make sure those documents are understood and enforced
#CoffeeTeaSM 1st Edi1on -‐ @social4ce – March 20th 2013
Now, those tasks might vary a lot depending on...
Your goals
Your size and organization
Your Industry
#CoffeeTeaSM 1st Edi1on -‐ @social4ce – March 20th 2013
ORGANIZATIONS
& GOALS
2
#CoffeeTeaSM 1st Edi1on -‐ @social4ce – March 20th 2013
A matter of industry
Functionnal brand
Sensitive brand
Love brand
Think Telcos, Hardware vendors, Distributors
Think Luxury, Beauty, Sport, Retails
Think Financial services, Institutions, Public Services
Ability to influence & engage (Mktg, PR & Bus Dev)
Necessity to satisfy (Customer service)
#CoffeeTeaSM 1st Edi1on -‐ @social4ce – March 20th 2013
How advanced are you on social ?
Turtles RabbitsOstriches
Move slowly one step at a time
Next stepNeed to make change happen internaly first,
and learn how to be agile
Need to hard shock to wakeup
Next stepNeed a reason to move on and a social team in place
Innovate, iterate & optimize
Next stepNeed to leverage
technology & platforms to increase ROI
#CoffeeTeaSM 1st Edi1on -‐ @social4ce – March 20th 2013
How big are you ? And how are you organized ?
Copyright Altimeter group
This will very much impact the way you coordinate social marketing actions across departements, between Global HQ & local markets
#CoffeeTeaSM 1st Edi1on -‐ @social4ce – March 20th 2013
For global companies, Hub & Spoke tends to prevail
HQ empowers local entities or departementssharing intelligence, guidelines, technology, best practices
#CoffeeTeaSM 1st Edi1on -‐ @social4ce – March 20th 2013
Now, how are you going to organize ?
How do you acquire users on the social web ?
How do you optimize impressions ?
How do you increase trafic to store and conversions ?OptimizingROI
How to nail your key KPIs ?
How do you align everybody on standard reports ?
How do you benchmark your performance internally all at once ?MeasuringPerformance
Conversations
How do you manage contents & answers across departements ?
How do you ensure a full monitoring control ?
How do you get to know users better, and who should get this data ?
#CoffeeTeaSM 1st Edi1on -‐ @social4ce – March 20th 2013
BÉNÉFICIEZ DE
NOTRE EXPERTISE
3
SOLUTIONS
& BEST PRACTICES
#CoffeeTeaSM 1st Edi1on -‐ @social4ce – March 20th 2013
Tigerlily Platform
PLATFORM
Conversation
Application
Insights
5Ps SERVICES
5Ps Assessment
5Ps Guidelines
5Ps Scorecard
PROJECT MANAGEMENT, TRAINING & ADS
#CoffeeTeaSM 1st Edi1on -‐ @social4ce – March 20th 2013
#1 Boost your edgerank
Add tags to your posts
See which topics performthe most
1
Filter published posts by tags
2
3
#CoffeeTeaSM 1st Edi1on -‐ @social4ce – March 20th 2013
#2 Create Social by design experiences
Spread user actions across Newsfeed, Ticker and Timeline
Open GraphIntegrate social services
Mashup Facebook, Twitter, YouTube, Instagram, Spotify, Klout, etc.
#CoffeeTeaSM 1st Edi1on -‐ @social4ce – March 20th 2013
#3 Geotarget campaigns to increase conversions
#CoffeeTeaSM 1st Edi1on -‐ @social4ce – March 20th 2013
#3 Geotarget campaigns to increase conversions
#CoffeeTeaSM 1st Edi1on -‐ @social4ce – March 20th 2013
#3 Geotarget campaigns to increase conversions
#CoffeeTeaSM 1st Edi1on -‐ @social4ce – March 20th 2013
#4 Optimize your social mix (Organic / Paid / Earned)
See what your reach is made of
1
Optimize your earned media
2
Compare campaignsand iterate
3
#CoffeeTeaSM 1st Edi1on -‐ @social4ce – March 20th 2013
#3 Optimize your social mix (Organic / Paid / Earned)
By the way, this is not good !
But Ads got bettereventually
Though some more content might have helped boosting earned media
#CoffeeTeaSM 1st Edi1on -‐ @social4ce – March 20th 2013
#5 Think Mobile
50% trafic on mobile & tablets
#CoffeeTeaSM 1st Edi1on -‐ @social4ce – March 20th 2013
#3 Optimize your social mix (Organic / Paid / Earned)
By the way, this is not good !
But Ads got bettereventually
Though some more content might have helped boosting earned media
#CoffeeTeaSM 1st Edi1on -‐ @social4ce – March 20th 2013
For additional information
Follow us
Contact our Sales Team
info@tigerlilyapps.com
+33 1 82 28 38 61
Our websitewww.tigerlilyapps.com
www
Slideshareslideshare.net/tigerlilyapps
Facebookfacebook.com/tigerlilyapps
Twitter@tigerlilyapps
or info@social4ce.com +961 1 383 029
#CoffeeTeaSM 1st Edi1on -‐ @social4ce – March 20th 2013
#CoffeeTeaSM @social4ce
@tigerlily @matthieuchereau
contact our sales team at
info@social4ce.com
+961 1 383 029
FOR ADDITIONAL INFORMATION @social4ce
scoop.it/social4ce
social4ce.com/blog
slideshare.net/social4ce
facebook.com/social4ce
Coffee, Tea and Social Media
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