How to enhance your customer interaction through social media touch points. #CX #customers #social #brands

1. Enhancing your interaction with
customers through social media
Jaime Ng
Executive Leader | Marketer | Growth Accelerator | Entrepreneur

2. You can use social media to turn
strangers into friends, friends into
customers and customers into
salespeople.
Seth Godin
Author, Marketer, Entrepreneur

3. Who Am I
Executive Leader | Marketer | Growth Accelerator | Entrepreneur
Jaime is a C-level marketer, an executive leader with over 17 years of
experience focusing on growth acceleration through a combine
science and art of marketing with strong business acumen. Jaime
has also worked extensively across B2B and B2C businesses in
United States and Singapore.
As an entrepreneur, Jaime is Chief Launcher of HackLaunch.com and
Entrepreneur in Residence in US-based weeoi Ventures.
Some of the companies that Jaime has worked in include
TripAdvisor, MediaCorp, MySpace, element14 (a FTSE 250 company),
PurpleClick and most recently RedMart.
@jaime_ng https://sg.linkedin.com/in/jaimeng

4. My Social Media Journey

5. Timeline of Social Media
This does not even include CHINA’s own social media platforms!

6. China Digital and Social Landscape

7. What Social Media Marketing is not?

8. What Social Media Marketing is?
Manage the social media noise
well will create buzz and win
customer loyalty for any
companies.
Social Media allows brands to
create authentic interactions,
monitor discussions and engage
with your audience.
For business, social engagement is a
long-term relationship that takes
dedications, readiness to adapt and
ability to think forward.
Only 1in 4 businesses feel confident
in their customer engagement
methods.

9. How to measure social engagement
The Growth Marketer Formula to measuring social media engagement
Engagement for a Changing World, Thunderhead, 2014
Providing answers and knowledge
in your engagement with your
audience build trust over time and
consistency of this interaction
creates value in your social
engagement.

10. What social media can do for brands
1Permission to market
An audience who has given
you permission to market
to them through likes and
follow on your social media.

11. What social media can do for brands
2Data to remarket
Any social media audience can be broken by
demographic, age and interest to provide data
back for your remarketing efforts/ discovery of
similar audience.

12. What social media can do for brands
3Connect with customers directly
Use the social media to your advantage by
proactively engaging your customers!

13. What social media can do for brands
4Address their concerns directly
Reply to customers directly with speed, accurate information and a solution!

14. What social media can do for brands
A personal social media litmus test via a tweet!
Don’t just rely on your data and NPS. Conduct a regular impromptus test of your social media
engagement and respond of your company actively!
10 minutes
Tweet was after
office hour and
they replied the
next morning.
Replied me even
though I deleted
my tweet 5 mins
after post.
6 hours2 hours 1 day / 24 hours

15. What social media can do for brands
5The WOM effect (Users get users)
Referral includesWOM for a new service, a great
customer feedback and also a user get user
program.

16. What social media can do for brands
6A new way to sell without selling
Become your biggest advertising engine with a good community portal.

17. What social media can do for brands
7Integrate social to everyday operations
Social media is not just a job for marketers or CS. It should cut across your
entire organizations.

18. What social media can do for brands
8Integrate technology
Social media tech is evolving with AI and Bots now integrated into it.
Brands should learn to incorporate these into their long term social roadmap.

19. Thank you
We don’t have a choice on whether we
DO social media, the question is how
well we DO it.
Erik Qualman
Author