spredfast summit: delighting your social customer

Delighting Your Social Customer

Michael BritoSVP, Edelman

@britopian

Lauran DriverAccount Strategist, Twitter

@Lauran

Jordan SlabaughDirector of Social, Spredfast

@jordanv

#SFsummit

Tweet…

What does delighting social customers mean to you?

#Sfsummit #Delight

Delighting Social Customer

#SFsummit

How do you reach the social customer and provide awesome experiences?

Reciprocity

There is a spiritual aspect to our lives – when we give we receive –

when a business does something good for somebody, that somebody

feels good about them!

- Ben Cohen, Ben & Jerry’s

#SFsummit

Listening

#SFsummit

Know what’s being said about you, your products, your competitors.

A Lot of Listening

#SFsummit

Scenario Planning

#SFsummit

Being Prepared.

Dynamic Customer Journey

#SFsummit

It’s a long, winding road – with multiple stops along the way.

Meaningful, relevant content

#SFsummit

Content is crucial. It also should first, and foremost, satisfy customer needs.

Content Analysis

Small clues of what’s “delightful” point to positive experience(s)

#SFsummit

Connecting Publishing to Interaction

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What Does Delight Look Like?

#SFsummit

Acknowledgement – Access – Entertainment – Doing Good – Help – Stuff

Network Implications

#SFsummit

Changes. Developments. New Opportunities.

#SFsummit

Q&AMichael Brito

SVP, Edelman@britopian

Lauran DriverAccount Strategist, Twitter

@Lauran

Jordan SlabaughDirector of Social, Spredfast

@jordanv