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Loic Moisan
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Loic Moisand CEO SYNTHESIO
The Social Media DNA Implementing social media listening within your organization
It is not (all) about marketing, all departments need to be involved
PR – Crisis management
Identify the beginning of a potential crisis before it spreads, to minimize brand damage. Establish a direct dialogue with key journalists, bloggers, etc. Conduct real-time engagement activities to communicate directly with consumers.
Market Research – Social Media as a super focus group
Analyze online conversations, opinions, wants and needs regarding a brand and/or topic. Identify a brand’s strengths, weak signals, opportunities for improvement, and measure competitor presence / progress.
Marketing – Nurture a community of brand advocates
Build a community of brand advocates. Identify influential individuals and websites to improve targeting and amplify your messages.
Customer support– Social CRM initiatives
Establish real-time communication between your brand and consumers to improve service, customer satisfaction and sales.
Start engaging with your customers online
Lead generation Number of coupon offers redeemed through social media Sales triggered
Competitors‘ benchmarking Audience Demographics of communities Market share of voice Net Promoter Score
Customer satisfaction Response rate Response time # of cases resolved Savings compared to traditional customer service channels (reduction in call volumes)
Campaign social score Impact on SEO and website traffic registrations by third-party logins # of and growth rate of fans and followers Loyalty – Number of interactions and growth rate
Volume of mentions Social vs mainstream media Media value Share of voice Influence level of community members reached
3 step process for successful web monitoring strategies
Audit Monthly report
Alerts