Social Brand Management Panel at Search and Social Woot 2010

Social Brand Management

Shashi Bellamkonda Network Solutions

#sswoot

2010

Edelman Trust barometer : Conversation with Employees increases credibility

Edelman Trust Barometer

Emarketer :Social Media is Trustworthy

http://www.emarketer.com/Article.aspx?R=1007863

The Social Customer Engagement Index : Industry wise distribution

http://bit.ly/cmV8MT

Still relatively new

http://bit.ly/cmV8MT http://thesocialcustomer.com

Lone Rangers or Teams?

http://bit.ly/cmV8MT http://thesocialcustomer.com

Budgets

http://bit.ly/cmV8MT http://thesocialcustomer.com

How much of Customer Service is done in Social Channels

http://bit.ly/cmV8MT http://thesocialcustomer.com

Social Networks used

http://bit.ly/cmV8MT http://thesocialcustomer.com

Networks most effective

http://bit.ly/cmV8MT http://thesocialcustomer.com

Impact of Social Customer Service

http://bit.ly/cmV8MT http://thesocialcustomer.com

Challenge

http://bit.ly/cmV8MT http://thesocialcustomer.com

Satisfaction

http://bit.ly/cmV8MT http://thesocialcustomer.com

Small Business Social Media usage

75%

69%

54%

57%

39%

26%

16%

8%

73%

65%

51%

42%

28%

23%

14%

7%

Have a company page on a social networking site like Facebook or LinkedIn

Post status updates and/or articles of interest on sites like LinkedIn or Facebook, or on a blog

Monitor positive/negative feedback about your organization on social networks

Build your network through sites like LinkedIn

Have a blog on your area of expertise

Tweet about your areas of expertise

Use Twitter as a customer service channel

Other

Social Media Sources and Usage- Among business owners who use/may use social media -

Dec 2009 (n=89)

June 2010 (n=115)

Small Business Expectations of Social Media use

56%

73%

46%

34%

26%

77%

71%

62%

40%

14%

Develop a higher awareness of your organization within your

target market

Identify and attract new customers

Stay engaged with current customers

Collaborate more effectively externally, such as suppliers,

partners, and industry colleagues

Collaborate more effectively internally

Expectations of Social Media Use- Among business owners who use/may use social media -

Dec 2009 (n=89)

June 2010 (n=115)

Network Solutions Case Study

Customer Socialgraphics

http://www.web-strategist.com/blog/2010/01/21/socialgraphics-help-you-to-understand-your-customers-slides-and-recording/

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