Serve Customer thru Facebook

By Srinivason – Aircel-Kerala-India

Being an organization, with Pan India Presence and merchandise a Life-Line Product in a dynamic market for a Highly demanding

Customers :- It is necessary for us to stay in Touch with our

“Customers”

• Facebook

• Twitter

• Skype

• Orkut

• Let we meet the customer at their “Catchment Area “

• Soci-Net is powerful “Catchment Place” where they talk, meet together, share their View, Refer his friends.

• Our Thought Process says ‘ if we educate our Customer, they will quickly learn and do rest of the things of their own” - This is certainly a “Customer Awareness Model”

About 42% of the Customer on Facebook to for Customer Service Support

Sales Lead Generated by SociNet

Facebook Generate 24% of Sales Lead

Modus Operandi• Creating a Aircel – Kerala Facebook ID

• Our FB Page will have detailed information on our Pocket Internet Setting , Call Center Contact Numbers, TRAI Guidelines, Options much more.

• On daily basis, we will keep on posting Useful Links / Information's for the customer to find it as Tips for the day or Tit Bits.

• Initially we will invite Postpaid customers and based on the response we will get Prepaid Subs.

• Strict Administration will be deployed ( from sending invitation >> Authorizing >> Action on Comments >> Posting !!)

Advantages

1. Most Important : This will help us to reduce the “Calls Per Sub” to Call Center. ( 68% of the calls to Call Center are with GPRS / Data Support)

2. Daily we will post the Information's on Mobile / Health / Tech / etc, based on the response from the customer we will nurture the Knowledge Management

3. This program will help Kerala Circle to Create & Groom a Future Tech Savvy Customer for “Aircel”

• Manufacturers ready to make social media a strategic part of their marketing and communications programs can follow a few simple best practices.

• 1. Get your house in order. Before you start a social media marketing program, make sure your website is modern, up-to-date, and communicates your company's core messages. You don't want to start generating conversation about your company and driving people to your website if it looks like it was created in 1998.

• 2. Stake your claims. The main social networking sites are Facebook (700 million users), LinkedIn (100 million users), and Twitter (175 million users). Start by creating profiles for your company on all of these sites, focusing especially on the B2B-focused LinkedIn. But don't forget to research vertical social networks in your sector. There may be smaller communities and forums focused on your particular manufacturing industry, such as automotive, aerospace, energy, consumer electronics, machining, etc. Element14 is a popular social network for electronic design engineers working across various manufacturing sectors. MFG and ThomasNet are online RFP marketplaces for the global manufacturing industry that offer some community features.

• 3. Start by listening.Social media is a two-way street that not only allows you to publish content about your company or industry, but also gives you a chance to listen to your customers and prospects. Follow your customers on Twitter and "like" their Facebook Pages. Attend product and industry forums to hear your customers and prospects' biggest concerns. Use free social media listening tools to get a sense of the overall "sentiment" about your company and the key issues in your industry.

• 4. Say something worthwhile. Don't think of social media as a chance to sell your products, but as a place to provide value to your customers, prospects, colleagues, and partners. Create content that educates, such as how-to videos. Ask yourself, what are the main challenges in my industry and how can I create content that makes my customers' lives easier? You can also create fun content that inspires, such as human stories about how your parts or materials end up in amazing products. Connect the dots between your company and a new jumbo jet, computer, car, or other consumer product. Great content makes potential customers notice your company.

• 5. Make sure it's working. Social media marketing today is measurable, meaning you can track which content drove the most brand recognition, increased website traffic the most, or generated the most leads. Most of the social networks provide basic tracking tools to quantify leads, brand reach, and reputation, and there are other free measurement tools available. As the program grows, you might want to invest in some more robust social media analytics tools like Meteor Solutions, Radian6, or Lithium.

• "The manufacturing industry has adapted to so many changes, and they will eventually adopt social media marketing," Reinke said. "But they will do so at their own pace, and many will probably create their own social networks instead of just jumping into the public fray on Facebook and Twitter."