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I was a guest lecturer to Rutgers MBA class "Advertising & the Internet," February 4, 2012. I talk a lot in addition to these slides, so to contact me or read more of my thoughts on this stuff, follow me at @hannah_redmond or read createrinserepeat.com.
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social media for business in a social world
Hannah Redmond
Updated!
Today
• Introduction: Social MediaWhy you should care & what you need to know
• Social Media through a business lens What you need to do & who is doing it best
• Challenges And how to overcome them
• Looking AheadWhat’s new, what’s changing
“We now generate as much information every two days as was generated from the beginning of
time to 2003.”-Eric Schmidt, Chairman, Google
What is social media?
“Social media is today’s most transparent, engaging and interactive form of
communication. It combines the true grit of real time content with the beauty of authentic
peer-to-peer communication.”-Lisa Buyer, The Buyer Group
It’s about sharing more than what you ate for
lunch.
our world has changed[VIDEO]
More than half of all in person retail purchases were first researched online Forrester 2010
There are many opportunities for brands to use both paid &
earned media online
Social media should be
into your marketing, ad, and PR campaignsintegrated
Changes due to SM
• Rise of user generated content
• Decision engine
• WOMM
Social Media Landscape
“Mega Spaces”• Facebook • Twitter• YouTube• Foursquare• Google + • LinkedIn
“Niche Spaces”• Q&A sites• Forums• Blogs• Ning
Why you should care
• Marketing & Search Engine Optimization• Customer Service• Communications/Public Relations • Market Research
Marketing
•Helps SEO
•New opportunities to place marketing messages
•Build brand loyalty
•Continue the momentum of your offline branding
Marketing
•Helps SEO
•New opportunities to place marketing messages
•Build brand loyalty
•Continue the momentum of your offline branding
Marketing
•Helps SEO
•New opportunities to place marketing messages
•Build brand loyalty
•Continue the momentum of your offline branding
Marketing
•Helps SEO
•New opportunities to place marketing messages
•Build brand loyalty
•Continue the momentum of your offline branding
• 2700% increase in Twitter followers
• 800% increase in Facebook fan page visits
• 60% increase in Facebook fans
• 300% increase in traffic to brand website
• Body wash sales more than doubled
Starbucks, Ellen, Gillette, Puss in Boots
Marketing: What to do?
1. Look at what your competitors are doing
2. Identify your influencers
3. Build an engaging brand presence with good content
4. Link back to promote SEO!
Customer Service
• 96% of dissatisfied customers don’t complain. Of those, 63% won’t buy from you again.*
• Unparalleled customer service opportunity
* Strategic Planning Institute, 2010
Customer Service: What to do?
1. Be reactive and proactive
2. Centralize communication and don’t fear negativity
3. Only open channels you can really manage
4. Be open, transparent, authentic
Communications/PR
• More ways to communicate a message
• News, media coverage, press releases have bigger reach
• Allows for real-time monitoring & response for a crisis
Communications/PR: What to do?
1. Use a consistent voice
2. Re-purpose product news content for online
3. Start conversations but also join existing ones
Market Research
• Problems & opportunities in the market are now easier to find
• Non-intrusive
• Listening tools + search provide key information
Market Research: What to do?
1. Use listening tools to monitor your product/brand
2. Track what’s trending/popular in your industry to be first in a space
3. Find out what key influencers are saying
A comment on ethics
• Being transparent, open, and honest is key• Not only is unethical, but can create a PR mess
Challenges in implementation
People, Knowledge, Culture, Budget.
What industry are you in?
THIS WEEK IN #socialmedia
More informationBlogs:
mashable.comsocialmediaexaminer.com
larrywblog.combusinessesgrow.com
heidicohen.comwomma.org
Twitter:@briansolis@mashable
@scottmonty@copyblogger
@Cksays@techcrunch
Books:Socialnomics
The Tao of Twitter
Me:@hannah_redmond
Hannahredmond.comLinkedin.com/in/hannahredmond
• Google AdWords – Getting Started [VIDEO]
• Remarketing [VIDEO]
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