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ADMA Forum 2012 - Managing Relationships in an Online Socially Connected World
1.
Managing relationships in an
online socially connected world David Olsen - Winning Group 1
2.
ABOUT.ME/DAVIDOLSEN David Olsen -
Winning Group 2
3.
David Olsen -
Winning Group 3
4.
David Olsen -
Winning Group 4
5.
Customers are reaching
out David Olsen - Winning Group 5
6.
They are doing
it IN STORE David Olsen - Winning Group 6
7.
They EXPECT a
response David Olsen - Winning Group 7
8.
They are TALKING
about YOU *Sensis Yellow Social Media Report 2012 David Olsen - Winning Group 8
9.
Don’t
Spam your customers Delete legitimate comments Just pay lip service to social David Olsen - Winning Group 9
10.
NO. David Olsen -
Winning Group 10
11.
Nielsen 2012 Australian
Online Consumer Report David Olsen - Winning Group 11
12.
David Olsen -
Winning Group 12
13.
Customers connect with
their peers David Olsen - Winning Group 13
14.
Track your key
indicators David Olsen - Winning Group 14
15.
Listen and analyse
topic trends David Olsen - Winning Group 15
16.
Listen and analyse
topic trends David Olsen - Winning Group 16
17.
Be alert, but
not alarmed David Olsen - Winning Group 17
18.
Encourage Sharing and
Participation Include “Retweet This!” Snippet in Email David Olsen - Winning Group 18
19.
Encourage Sharing and
Participation Create opportunities to share interactions with your brand David Olsen - Winning Group 19
20.
Create Social Content David
Olsen - Winning Group 20
21.
Practical Steps
1) Allocate enough resources 2) Integrate social with existing customer service channels 3) ‘Be social’ 1) Monitor 2) Analyse 3) Engage 4) Report 4) FEED SOCIAL BACK INTO YOUR BUSINESS David Olsen - Winning Group 21
22.
David Olsen -
Winning Group 22
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