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SOCIAL MEDIA MARKETING – HOW IT CAN MAKE A DIFFERENCE
TARA DULAKE
DIGITAL MARKETING DIRECTOR
PRESENTER
SOCIAL MEDIA MARKETING HOW IT CAN MAKE A DIFFERENCE PRESENTER - - PowerPoint PPT Presentation
SOCIAL MEDIA MARKETING HOW IT CAN MAKE A DIFFERENCE PRESENTER - - PowerPoint PPT Presentation
SOCIAL MEDIA MARKETING HOW IT CAN MAKE A DIFFERENCE PRESENTER TARA DULAKE DIGITAL MARKETING DIRECTOR AREAS COVERING: Aiding Communication Managing Dis-satisfaction Improving Services Digital Inclusion AIDING COMMUNICATION HOW DO WE
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AIDING COMMUNICATION
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HOW DO WE COMMUNICATE?
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UK USERS ON SOCIAL MEDIA
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Social media helps you manage your
reputation.
WHY USE SOCIAL MEDIA?
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Social media helps increase trust in your business, brand and in YOU.
WHY USE SOCIAL MEDIA?
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Social media is a great way of
promoting your content and
showing others what you do.
WHY USE SOCIAL MEDIA?
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Social media helps you keep customers/clients and business partners engaged with your brand.
WHY USE SOCIAL MEDIA?
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WHY USE SOCIAL MEDIA?
Social media helps you deliver better customer
service.
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WHY USE SOCIAL MEDIA?
Social media allows you to obtain real customer
insights.
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WHY USE SOCIAL MEDIA?
Social media will drive
new users and traffic to
your website.
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WHY USE SOCIAL MEDIA?
Allows you to communicate with your target audiences and customers.
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CONSUMER CORPORATE
WHAT CHANNELS SHOULD YOU USE TO COMMUNICATE?
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TWITTER DEMOGRAPHICS
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FACEBOOK DEMOGRAPHICS
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INSTAGRAM DEMOGRAPHICS
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HOW CAN YOU BETTER COMMUNICATE USING SOCIAL MEDIA?
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MEDIA
ABC
MY BLOG
COMMENTS ARTICLES BLOG POSTS STATISTICS VIDEO PHOTOGRAPHY GIFS
CONTENT, CONTENT, CONTENT!
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CONTENT, CONTENT, CONTENT!
ICELAND'S RANG-TAN CHRISTMAS CAMPAIGN FOR GREENPEACE – VIDEO CONTENT 65 million views across social media and Iceland’s owned channels
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CONTENT, CONTENT, CONTENT!
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CONTENT, CONTENT, CONTENT!
#
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CONTENT, CONTENT, CONTENT!
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CONTENT, CONTENT, CONTENT!
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CONTENT, CONTENT, CONTENT!
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MANAGING DIS-SATISFACTION
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WHAT TO DO WHEN THINGS GO WRONG…
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WHAT TO DO WHEN THINGS GO WRONG…
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WHAT TO DO WHEN THINGS GO WRONG…
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WHAT TO DO WHEN THINGS GO WRONG…
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WHAT TO DO WHEN THINGS GO WRONG…
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WHAT OUTCOMES DO CUSTOMERS WANT FROM A COMPLAINT:
FOR THE COMPANY TO LISTEN TO THEM TO FEEL LIKE THE PERSON LISTENING EMPATHISES AND UNDERSTANDS A RESOLUTION
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SOCIAL MEDIA POLICY & DATA PROTECTION
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WHAT TO DO WHEN THINGS GO WRONG…
DON’T DELETE RESPOND PROMPTLY - CONSIDER YOUR RESPONSE ACKNOWLEDGE MISTAKES BE HONEST BE HUMAN – PERSONALISE YOUR RESPONSE TAKE CONVERSATIONS OFFLINE DON’T TAKE IT PERSONALY FOLLOW UP KNOW WHO TO IGNORE HAVE AN ESCALATION PLAN
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IMPROVING SERVICES
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REACH NEW AUDIENCES
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RECOGNITION OF THE GOOD YOU DO AS A BUSINESS
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A TOOL FOR FEEDBACK
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PROVIDE A CUSTOMER SERVICE CHANNEL
CREATE A PERSONALISED SERVICE…
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DIGITAL INCLUSION
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INTEGRATION
Social Media Website PR Online Forums Search Engine Optimisation Blogs / News Online Reviews
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ONLINE REPUTATION
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ANY QUESTIONS?
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SOCIAL MEDIA MARKETING – HOW IT CAN MAKE A DIFFERENCE
TARA DULAKE
DIGITAL MARKETING DIRECTOR
PRESENTER