Social Media Strategic Value in the Current Business Environment
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Speaking at CRE & CSQS Leadership Summit 2015
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Social Media Strategic Value in the Current Business Environment
- 1. SOCIAL MEDIA STRATEGIC VALUE IN THE CURRENT BUSINESS ENVIRONMENT Charles Mok Legislative Councillor (Information Technology)
- 2. • more devices • more channels • more multi-tasking SMARTER, EMPOWERED AND CONNECTED CUSTOMERS
- 4. BUSINESS REALITY – NOT JUST ‘LIKES’ • Customers read about, share, discuss, review and suggest brands ONLINE
- 5. More channels More collaboration More connections More conversations CHALLENGES FACED BY BRANDS IN SOCIAL CRM Customers want to interact differently and expect response
- 6. SOCIAL CRM – EVOLUTION Traditional CRM •Phone, fax, email, letter, website, SMS, IM, mass media + Social CRM •SEO, eDM, Apps, Blog, microblog, wiki, social networks, video/photo sharing, forums, review and comparison websites Listen/Analyze •Track mentions online •how many, by whom, where, how, about what, how they feel
- 7. HK: SOCIAL CRM VIA FACEBOOK
- 9. SOCIAL CRM TURNED INTO PR DISASTER…
- 10. • How to handle loads of messages • - Analyze, standardize, automate • Data Retention and Privacy • Brands need to be open and transparent • Respect customer’s data, share what you know and what you are doing with it SOCIAL CRM IS GOOD BUT…
- 11. • Identify your objective and strategy • Choose your metrics and tools (mobile!) • Listen: Track conversations • Build relationships: respond, engage and converse • Evolve MAKING GOOD USE OF SOCIAL MEDIA CRM
- 12. THANK YOU! Charles Mok Legislative Councillor (Information Technology) charlesmok@charlesmok.hk
Editor's Notes
- Distracted more devices, more channels, more multi-tasking
- Past: Top-down information Now: Peer review and word of mouth Customers demand not only information, but dialogue and transparency