YDL Roma 2011

1. 4sq + SCRM
Stefano Mizzella
http://www.flickr.com/photos/roomjosh/2072272160/

2. Traditional Customer

3. Social Customer
Some 90% of buyers trust peer
reviews and 70% trust online
reviews
American Marketing Association
http://www.flickr.com/photos/dpstyles/4107097443/

4. Long-lasting Experience

5. The end goal of CRM is to allow the company to effectively manage
the customer in order to keep them purchasing a product or service.

6. Social CRM involves companies
collaborating with their customers to
create advocacy, by improving
customer experiences.

7. Fun or Business?

9. Social Customers Insights
Most recent visitors
Most frequent visitors
Time of day people check in
Total number of unique visitors
Histogram of check-ins per day
Gender breakdown of customers
Check-ins broadcast to Twitter and Facebook
Sentiment
Key infulencers
Top sources
Top mentions
Customers tips

10. Social Marketing
Own your venues
Create a multi-platform strategy
Design a playful engagement
Follow your visitors on Twitter
Mirror your venues on Facebook

11. Social Sales
Utilize tips
Promote Check-ins
Offer specials to mayors
Offer specials to everyday visitators
Target first time customers
Reward loyalty
Track ROI

12. Foursquare + Square
Hutch Carpenter

13. Social Service & Support
Consider your customers as a community
Offer real-time feedbacks and support
Provide fun & usefull informations
Recruit and reward brand ambassadors

14. Social Innovation

15. 4sq + SCRM

16. Gamification

17. Thanks
@stefanomizzella
stefano.mizzella@open-knowledge.it
www.socialmediascape.org