1. Looking to incorporate social media in your marketing and customer service strategies? Webinar

2. Overview The three levels of social media integrationDon’t adopt the worst practices which enjoy widespread adoptionUnderstanding how to leverage social media as part of:- Marketing - Customer ServiceThink differently when approaching the social

3. - As a standalone program that is not integrated with core processes- As a program integrated with core processes- As a social process Three levels of social media integration

4. Even though they enjoy widespread adoption Don’t adopt the worst practices

5. Myth #1: build it and the will come

6. Myth #2: the “not invented here” syndrome

7. Myth #3: keep it small so it doesn’t move the needle

8. Myth #4: my company is smarter than me

9. Myth #5: finding the one “big idea” that will work magic

10. Myth #6: it’s my world mr. customer; you happen to live in it

11. Myth #7: you can control your brand

12. What are your goals? Who are your tribes? What is their culture? Who are their leaders? Understanding social media in marketing and customer support

13. Understanding your Tribes Ecosystem Map Map of identifiable tribes that matter with the platform through which they engage with one another Leader Strategy Map For each tribe you need to identify the leadership structure Engagement Strategy Map For each tribe you need to define an appropriate engagement strategy (online, hyper-local, face-to-face, etc.) and process Map of Strategic Benefits Tie the tribal engagement models with strategic benefits (e.g., Word-of-Mouth, innovation, customer support, etc.) Measurement Strategy Define measurement strategy for the various tribal engagement project lifecycles (beta, launch, ramp-up and ongoing)

14. Turn your business processes into social processes…and power your brand with people Think differently