understanding "chief executive social customer" and the plan for achieving social media...
Post on 21-Oct-2014
518 views
DESCRIPTION
Social Media or Online Customer was not authoritative nor demanding until year 2011-2012. But today, it is officially the rule of “Chief Executive Social Customer". The new tech-savvy customer who is expecting you to respond to all positive and negative views online, with a human touch, listens and values him/her. And yes, Social Customer gives lot of weight-age to “word of social mouth” from friends and peers and it is quite important to understand how to achieve the Social Media Marketing Goals in this new paradigmTRANSCRIPT
Understanding the
“Chief Executive Social
Customer”and the plan for achieving
Social Media Goals
Before getting too far into Goals and Social Media Goals, let us understand today’s Social Customer
Social Customer was not authoritative nor demanding until year 2011-2012. But today, it is officially the rule of
“Chief Executive Social Customer”By the way, who is Chief Executive Social Customer??
The new tech-savvy customer who is expecting you to respond to all positive and negative views online, with a human touch, listens and values him/her. And yes, Social
Customer gives lot of weightage to “word of social mouth” from friends and peers.
Understanding the new paradigm shift
Success is progressive realization of worth-while, pre-determined Goals
Defined “Goals” are important for success in any endeavor Yes, defined “Goals” are important for success in Social Media as well
Why have Goals?Vision
( Goals in line with Vision )
STRATEGY Tactics
20% of World Population uses Social Media
½ the Internet Population uses Social Media
88% of Customers are Influenced by Social Media and Reviews
Social Media Goals for your Brand?
Sources: maritzresearch.com; Forrester.com
Strategize Because, It is very important to select the right Social Media Goal(s), to serve your “Chief Executive Social Customer” better
Here are some Social Media Goals worth considering Brand awareness, credibility and trust Brand reach Product promotion, Offers Customer Engagement, Reputation Management Customer Support Marketing and Advertisement platform New Customer Acquisition (Referrals visits to Website and Leads)
Talent Recruitment Support a Social Cause
Have Goals that are Specific, Measurable, Attainable and Time-Bound e.g. Have 15%
of the Likes talking about us, by end of Q3 of this year
What are the possible Social Media Goals?
Tactics STRATEGY
To Achieve the
Goals
Vision
Tactical Execution Plan to achieve the Goals
• Prepare Tactical Social Media Campaign Execution
Plan that helps in realizing the Social Media Goal(s)– Without a goal for your social media efforts, all ensuring tasks
and efforts are likely loose focus
– Without a clear Tactical Execution plan, the goal set can only be
achieved by Accident!
• Don’t pick too many Goals and confuse the “Chief
Executive Social Customer”
– Have a Social Media Community Management
checklist on ‘Pitfalls to Avoid’ and ‘Best Practices to
Remember’
Vision
STRATEGY Tactics ( The How Part ) in Sync with Strategy
Structuring the “Tactical Execution Plan”Tactical Execution Plan for achieving the Social Media Goals must
consist of
• List of Planned Campaigns, their dates, the timing, the frequency
and the number of posts/Ads in each campaign
• The buckets of Campaign attributes used in each Campaign
• Defined Target Audience for each Campaign• Key message (compelling) that will be delivered in each
Campaign• Elaborate the Keyword that will be in focus during the
Campaigns• Few Viral Campaigns – not every campaign can be viral
Achieving the Social Media Goals
Revision of Tactical Execution Plan based on Goal Performance
ResearchDefine
the Goals
Prepare Tactical Plan &
Campaigns
Client Review
/Approval
Plan Execution, Community
Management and Reporting
Community management and reputation management steps during the Campaign execution
Define Steps on how the success will be measured Milestones on when success will be defined and
Campaigns will be tuned based on analytics data
Analyze, Learn and Improve
• Learn what worked,
what did not
– Analyze the Data and
Results.
• Improve
– Tune the next phase
of Tactical Execution
Plan
Online Marketing Gurus. Innovation and creative thinking separates us
Who we are?
At Toboc Biz, We breathe Online Marketing, plot extensive Social
Media strategies and Inbound marketing strategies.
We build cool cutting edge websites, world-class e-commerce portals,
productive mobile apps and deliver specialized QA services through “Agility
in Services Delivery”
TobocBiz is the Services unit of Toboc International. Toboc International is a Canada based e-commerce enabler for
SMEs world over. We provide B2B trading platform (Toboc.com), Online Marketing Services and Technology Services
(TobocBiz) under the group’s umbrella. We also provide Daily deals platform for B2C consumers via TobocDeals.com
More About us
+91-80-4064-0000
For any Queries
www.tobocbiz.com
Be social with us:
Thank You!