SOCIAL MEDIA...AMPLIFIED SOMAZI 2 WE DO SOCIAL SoMazi has worked - - PowerPoint PPT Presentation

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SOCIAL MEDIA...AMPLIFIED SOMAZI 2 WE DO SOCIAL SoMazi has worked - - PowerPoint PPT Presentation

Apr 08, 2024 6 likes •436 views

e SOCIAL MEDIA...AMPLIFIED SOMAZI 2 WE DO SOCIAL SoMazi has worked with some of the leading organisations in their respective industries: SOCIAL TALENT 3 Karen Clementina Izzy Luca What will be covered today Landscape Case Studies

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SOCIAL MEDIA...AMPLIFIED

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2

SOMAZI

WE DO SOCIAL…

SoMazi has worked with some of the leading organisations in their respective industries:

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3

SOCIAL TALENT

Clementina Karen Luca Izzy

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What will be covered today Landscape Case Studies Approach Summary

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What are the Characteristics of Social Media? Conversation, Collaboration, Transparency, Accessibility, Immediacy and Community.

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1 Billion

Half of them are logged in on any given day

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Social media is exploding

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It’s about RELATIONSHIPS

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Anyone with an opinion and an internet connection can influence someone else about your brand and the things you care about.

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SOURCE: Global Web Index

Why Social Media - Around the World >

9 10

people globally trust the recommendations

  • f people they know

in

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“A revolution doesn’t happen when a society adopts new tools. It happens when society adopts new behaviours.

Clay Shirky

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Organisation challenges

Internal Reality External Perception

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Transactional Occasional Impersonal Short-Term Loyal Constant Authentic Long-Term

Where we want to be

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Interests of Organisation

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Interests of organisation

Understanding challenges:

  • Trust in industry and brand
  • Knowledge of barriers to trust
  • Lack of interest
  • Lack of consumer education
  • Lack of customer insight
  • Industries have forgotten profit is a by product
  • Lack of customer contact
  • Lack of single customer view
  • Poor service communication
  • Lack of clarity around value
  • Revenue
  • Lack of loyalty
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Interests of Organisation Interests of Social Media

Context Social Environment

Based on Communication Process Model, Wilbur Schramm

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Social Media Value Creation Across Disciplines

Foster Dialogue Advocacy Impact (Innovation) Operational efficiency Revenue Generation Customer Experience & Loyalty Social Media

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Customer Colleagues Third Parties

Loyal Constant Authentic Long-Term Loyal Constant Authentic Long-Term

Stake Holders

Loyal Constant Authentic Long-Term

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What will be covered today Landscape Case Studies Approach Summary

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Sky Community – Support Forum

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Social Media Stores

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What will be covered today Landscape Case Studies Approach Summary

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Plan

Strategic Approach

Listen Seed Engage

Time Level of engagement

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Plan

Strategy

1

Objectives

2

People

3

Technology

4 Plan

Asses your internal capability What social tools are you using

What are you trying to achieve

Do you have the right resources Are you currently visible on social channels

Benchmark against competitors

What is being said about you

Do you have a social media guideline

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Planning

  • Mission charter
  • Roles & organisation

(Identify owners)

  • Audit
  • Policies (Escalation

path)

  • Road map

Resources

  • Budget
  • Headcount
  • Education
  • Research

Process

– Monitoring – Measurement – Collaboration

Building a strategy

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People

  • 1. Getting organised
  • 2. Train your people on social
  • 3. Promote the organisation

HR

  • 4. Connect staff together

Collaboration

  • 5. Deliver benefit to your customers

Promotion

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Creating capabilities is a priority…

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Plan

Participation

Listen Seed Engage

Time Level of engagement

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The Value of Listening

Always ON:

  • Who is driving share of conversation for your brands
  • What the top issues are that matter to your customers
  • Where your customers live online
  • How you can add value for your customers
  • When you should engage the community
  • Why customers are passionate on certain topics
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Track

– Analyse buzz data – Manual data gathering – Filter out irrelevant articles

Prioritise

– Categorise articles – Manually rank sentiment

Act

– Summarise article – Advise appropriate action

Daily framework

Stake Holder Alert stake holder of any crisis

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Plan

Participation

Listen Seed Engage

Time Level of engagement

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Manage the conversation

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What will be covered today Landscape Case Studies Approach Summary

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Spectrum of social media options

Complex Simple

Facebook ads Corporate blog Location- based social apps Idea Storm Community Promoted tweets Corporate/Branded Facebook page Twitter page YouTube channel Social content aggregators Customer Support

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1. Listen 2. Give up control 3. Be natural 4. Make a commitment 5. Be where your customers are 6. Learn to deal with negativity 7. Be humble 8. Have a clear and measurable objective 9. Develop a plan

  • 10. Listen
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SOMAZI

CONTACT US

SoMazi has offices in London, New York, Bergamo and

  • Geneva. We’d love to hear from you.

LONDON

18 Steynings Way N12 7LN, London England Maz Nadjm Mobile: 07960811351 Landline: 02035981294 Email: maz@somazi.com Website: www.somazi.com Twitter: @Somaziww My personal: @Mazi