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experts4social social media marketing and communication services offering including: - Community Management - Social Media Campaign Development and Management - Online Brand Reputation and Perception - PR 2.0, Influencers and Advocates Program check @experts4social (social4ce operations in KSA)
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© social4ce 2013
Creating Brand Engagement via Social Media Marketing
“A New Era for Consumer Empowerment”
© social4ce 2013
Social media is changing the way brands should communicate
The priority is to rethink your connection to your customers, partners, suppliers and prospects, to strive for a two-way communication and therefore to build relationships with them.
56% of buyers feel connected to brands that engage socially. (Source: Cone Inc.)
x vs
© social4ce 2013
Social media is not a replacement for traditional marketing; it is only another valuable program in your overall marketing plan that will help you:
- Gain feedback (real time) and insight from you customers and non customers on your products and services, on customer satisfaction and experience
- Promote events and company activities keeping your audience and stakeholders up to date
- Encourage ideation by giving your fans and followers the opportunity to help you build better products
- Have a direct dialogue with your current customers and potentially reach new ones
- Increase excitement and interaction around your brand, your products, by engaging your fans and followers around contests and sweepstakes
- Monitor reputation and provide efficient and real time complaint resolutions
© social4ce 2013
We’ve entered the Age of the Customer and Engaging Customers is a real challenge
You do not control your brand anymore, at least not in the traditional sense. Consumers will be talking about your business whether you like it or not, so it is up to you to engage with the “community.”
Few facts:
- 62% of consumers handle service issues via social media (source ClickFox)
- Consumers are 71% more likely to make a purchase based on social media referrals (source: HubSpot)
- 56% of buyers feel connect to brands that engage socially. (source: Cone Inc.)
- 58% of Facebook users expect offers, events or promotions when they become a fan.
© social4ce 2013
BRAND CENTRIC
CUSTOMER CENTRIC
A shift must be operated in marketing decisions
Customer Value
Proposition
Insights
Media Channels
Voice
Customers « you don’t have » matter the most
You are guided by what everyone say is « trendy »
You think of something you « could » offer
You look for the coolest/ cheapest/ newest
Your objective is to « Sell, Sell, Sell » and than say « You’re
welcome »
Customers « you do have » matter the most
You are guided by what your client data say is « needed »
You think of something you « should » offer
You look for what is the most effective for each customer
Your objective is to « Recommend, invite, help » and than say « Thank you »
Instead of regular statements about how good your product is, your consumers today seek to be engaged and have meaningful interactions with you.
© social4ce 2013
Social media is all about
interaction
It is an online ongoing
conversation
© social4ce 2013
COMPANIES NEED TO
Engage with its
audience
Listen and
recognize contributions
Provide a unique
experience
© social4ce 2013
You are Head of Communications You want to learn and gain insights from what is being said about your company online. You want to create and build your company’s visibility and communities on social media. You want to expand the reach and influence of your brand beyond current circles.
© social4ce 2013
© social4ce 2013
You are Head of Marketing You want to integrate social media campaigns to your global marketing strategy. You want to engage and interact with your customers through social media. You want to gain feedback, improve customer satisfaction and therefore products sales.
© social4ce 2013
© social4ce 2013
You are Head of your Company You’re an entrepreneur or a business owner, you know not much about social media and you need help to create visibility and start connecting with your customers and prospects online, gaining a wider targeted audience.
© social4ce 2013
© social4ce 2013
COMMUNITY MANAGEMENT
Our Social Media Marketing Pack is the solution for you Establish, develop or optimize your presence on social media: Facebook, Twitter, Blog, Pinterest, Youtube, Linkedin, Instagram Identify and analyze issues, patterns and trends in customer requests Serve as the initial point of contact for inbound requests on Facebook and Twitter Respond to customers requests and participate to their conversations Create content in line with your brand’s identity and tone of voice Identify and engage with influencers from your industry
SOCIAL MEDIA CAMPAIGNS
ONLINE BRAND
REPUTATION
ONLINE PR AND
INFLUENCE
Create viral and engaging campaigns on social media through contests, polls, social gaming Develop and integrate Facebook applications Draw your Social Media Advertising Plan: Facebook Ads, Sponsored Tweets, Sponsored blog posts… Integrate social networks buttons and APIs on your company’s website Optimize your content for Search Engine Optimization (SEO) Capture valuable insights and data from your fan base
Monitor and analyze social media conversations about your brands, products and services Report overall trends, insights and topics Analyze sentiment and raise negative signals Identify online advocates, map online communities as well as online influencers in your industry Tackle any possible crisis communications Suggest appropriate strategy to be implemented
Establish solid relationships with influencers that matter to your brand thanks to a customized approach (events, one of a kind dedicated experience, VIP invitations etc…) Create online visibility whenever you have an important corporate announcement to make(new product launch, new CSR or communication campaign etc…) Adapt to the use of web2.0 tools for all your communications (social press release, media relations with journalists via Twitter etc…)
© social4ce 2013
Let us help you Define your social media marketing and communication strategy
70% of enterprises achieve business objectives with social media yet only 43% have a formal social roadmap to address their goals.
We help our clients, businesses and organizations, leverage the power of digital by embedding social media into all their processes through a 4 pillars approach: the "4CEs”
our references
Contact us
Patrick Attallah CEO
linkedin.com/in/patrickattallah @patrickattallah
@experts4social
fb.com/experts4social
social4ce.com/blog
slideshare.net/experts4social
