Overview‐ Social Media – The story so far…
‐ “Connect with gem”
‐ gem Clients & Social Media
‐ gem’s Social Media Strategy
Social Media Is…
“ a shift in how people discover, read and share ” Wikipedia
User generated content
Architecture of participation
Social Media TimelineThe last 11 years
5 keys to Social Media Success
Listen{grow bigger ears}
addvalueRespond?
Plan for effectivenessKeep itReal{the customer is savvy!}
Connect with gem…
Creating a public
communityfor gem
Bringing the community
to lifeEngagewith the
community
What are gem clients currently doing?Telecoms provider Service updates &
responding to customer queries & issues.
Broadband provider Answering customer queries
& providing advice.
Online provider Special offers, voucher
codes and sale updates. Answering postings
directly to the customer.
European Online Retailer Monitoring deal sites & forums and responding to
customer messages.
Gaming companyGame releases, game
advice, tournament/event updates.
Global Community
Contact Reduction
SalesCustomer Service Support
Moderation
Technology Provider
Moving most of their customer service operation
to online forums.
Talking
ABOUTyour brand
Its all about the balance...
Formal Channels
Informal Informal ChannelsChannels
gem Strategy for Social Media
Monitor shifts & trends in social media
Listen to our clients customers
Provide Structured feedback
Identify Value add Opportunities
Identify opportunities for engagement
Offer specific social media contact strategies
Evaluate contact strategies ‐results oriented
Review alignment between sales and social media strategy
Consider cost reduction strategies
Continuous Improvement in line with client strategies (business as usual)
3 months 6 months 9 months 12 months
In summary...
Connect with gemSocial Media is evolving
Client PartnershipsWe can help
Connect with gem…
Twitter: @the_gem
www.the‐gem.com/facebook
www.the‐gem.com/linkedin
Thank you!