smwf meltwater buzz & cell c present social media monitoring for sm strategy

Mike  Anderson  Area  Director,  Meltwater  UK  &  Africa  

@mikeander  &  

Kelvin  Jonck  Online  Marke<ng  Manager,  Cell  C  

@kelvinjonck  

Founded: 2001 in Oslo, Norway with $15,000

Privately owned Headquarters: San Francisco, California Employees: 850+ Customers: 22,500+ Core business – SaaS solutions

Social Media Cloud Computing Talent Management Press Outreach

Strong top line growth since inception Consistently cash flow positive from day one Non-institutionally funded

New businesses Financials

Company Overview - Meltwater Group

What is Meltwater Buzz?

•  Listen

•  Analyze

•  Engage

Why should we care in South Africa?

4m 1m

10th most popular site 50%

Meltwater Future of Content Survey

•  International survey

•  450 companies across the world

•  Non-clients, across industries and sectors

• 

The importance of Monitoring Buzz around company / brand

Extremely Important 43%

Quite Important 41%

Neither Important / unimportant 9%

Not particularly Important

5%

Not at all Important 3%

Hmmm… How do I get started? - 5 straightforward tips

1: Start listening in

2: Define why

3: Strategy - Choose the channels that suit your ”Why”

4: Engage

5: Measure your Social Media ROI and evaluate

Why it matters …from a client perspective

Kelvin Jonck Online Marketing Manager Cell C

Cell C’s Social Media Objectives

•  Establish engaged communities of customers and potential customers •  Listen to and gauge the sentiment of the active communities and abroad

•  Include our communities in our Cell C experience and growth •  Support wider CRM strategy •  Allow our base to communicate with Cell C in their own comfort zones •  Drive awareness of products, promotions and services

Cell C’s social media strategy:

•  Commit to a presence on major platforms and continually evaluate new platforms where customers converse •  Measure responses to key Cell C actions •  The Genie approach

•  Report back to stakeholders.

•  Allow Social Media to change the way Cell C does business

How does Cell C use Online Monitoring? Listen:

•  Positive & negative feedback

•  Crowd-sourcing of product/service ideas •  Crisis comms alert network

Analyse & Report:

•  Track brand and product reputation

•  Competitor comparisons

•  Actionable insights Action:

•  Feed insights into Research mix

•  Engage constantly, resolve queries

•  Feed ideas into Product development

Support  

Communica.ons  Marke.ng  

The Cell C Social Media Collaborative

Social  Media  

Ringleader  

Direct  Marke<ng  

Digital  Marke<ng  Agency  

Research  

PR  Team  

Network  Team  

Customer  Service  

Q & A