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SCRM Social CRM International Network of Financial Services Ombud
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How Social Media and Social Networking are Turning Business Upside-down
@shanegibson
Socialized.me @shanegibson
“I think that’s going
to break.”
Socialized.me @shanegibson
“The Customer Owns Your Brand”
Socialized.me @shanegibson
Socialized.me @shanegibson
750 million
Socialized.me @shanegibson
100 Million
Socialized.me @shanegibson
100 million updates/day
Socialized.me @shanegibson
Socialized.me @shanegibson
1Billion Views/Day
Socialized.me @shanegibson
Business-to-Business Decision
Makers• …69% of B2B buyers use social networks
“primarily for business networking and development.”
• …Stereotypes may have C-level executives delegating research to others, but the study reveals that 53% prefer to search the Web and locate information themselves. – Google and Forbes Insights Study (2009)
Socialized.me @shanegibson
“If you think you are a leader and no
one is following you...
You’re actually just going for a walk”
Socialized.me @shanegibson
Socialized.me @shanegibson
#1 Stop pitching and start connecting
#2 Doers win in the game of social media
#3 It’s not about you
#4 Be fearless in your contribution to community
#5 Don’t be a social spammer, engage
#6 Be authentic
#7 Be consistent
Rules of Engagement
Socialized.me @shanegibson
The Reverse Drip
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It Belongs to Everyone
Socialized.me @shanegibson
Socialized.me @shanegibson
Socialized.me @shanegibson
Social media
marketing is about LISTENIN
G
Socialized.me @shanegibson
Business Intelligence•Search.Twitter.com
•Google Alerts
•LinkedIn Groups, Questions & Network
•Blogsearch.Google.com
•Customer blogs and social networks
•Competitor news, blogs, and social networks
Socialized.me @shanegibson
Business Intelligence
•The top sources for real-time business intelligence on the web
•Free or nearly free social media and web monitoring tools you can use
•The 5 steps of gaining consent to market to your stakeholders and customers online
Socialized.me @shanegibson
Web 2.0 vs.
Web 3.0
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Marketing is a conversation.- @brandcowboy
Socialized.me @shanegibson
Socialized.me @shanegibson
Tweets tell the future•Computer scientists studied 3 million tweets
•25 movies (including Avatar)
•Tweet frequency could be used to accurately predict the box office takings
•Content of the messages predict ongoing success.
•"Our predictions were incredibly close," Bernardo Huberman, head of the social computing lab at HP
Socialized.me @shanegibson
Blog.suggestionbox.com
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Getting Real
Socialized.me @shanegibson
#SCRM = Smart Engagement
SCRMSocialemailValues
Preferences
DataRelations
hipHistory
Business Intel
Personal Intel
360 viewSCRM
Socialized.me @shanegibson
Launch Plan1. Identify Your Goal
2. Identify Your Target Audience and your Nanotribes
3. Pick the Right Platforms
4. Map out Social Etiquette and Policy
5. Implement Listening and Engagement Strategy
6. Know Core Pains, Dreams, and Goals
7. Uniquely Communicate Solutions Mixing Marketing and Community
Socialized.me @shanegibson
Resources
http://closingbigger.net
http://socialized.me/info2011
http://twitter.com/shanegibson