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Marketing Social CRM As A Service For Customers
- 1. Marketing social crm as a service for customers @RyanAmirault – Social CRM Summit August 8, 2011
- 2. @RyanAmirault – Social CRM Summit Ryan Amirault -Driving and creating the local social media course for Whole Foods Market. -Previously in corporate finance, now combining analytical skills with social media. -Photographer, cyclist, skier, runner, home chef. -@RyanAmirault August 8, 2011
- 3. @RyanAmirault – Social CRM Summit topics Clear Expectations Personalize It Benchmarks Listen Facilitate August 8, 2011
- 4. @RyanAmirault – Social CRM Summit Clear expectations August 8, 2011
- 5. @RyanAmirault – Social CRM Summit Clear expectations August 8, 2011
- 7. Result? Higher engagement rates!August 8, 2011
- 8. @RyanAmirault – Social CRM Summit Personalize it August 8, 2011
- 9. @RyanAmirault – Social CRM Summit Personalize it Turn on page owner of your Facebook Fan Page August 8, 2011
- 11. @RyanAmirault – Social CRM Summit Benchmarks for customer service 4. Number of issues found and responded to 5. Content interactions (page/post views, click-thrus, impressions, etc) 6. Sales Contribution – correlate sales to social media efforts, dare I say ROI… 7. Customer Service Inquiries – trends in number of total inquires (more CS inquiries could be making their way to social channels) August 8, 2011
- 12. @RyanAmirault – Social CRM Summit listen Source: www.ilisten.com/ August 8, 2011
- 14. 2.1 Billion internet users worldwide
- 15. ~36% of the world is on Facebook!
- 17. 13% of online Americans use Twitter (June 2011), up 5% from Nov 2010Source: Facebook.com,InternetWorldStats.com, Mashable.com August 8, 2011
- 18. @RyanAmirault – Social CRM Summit listen August 8, 2011
- 20. Hootsuite– follow custom searches as they happen from a dashboard
- 21. Examples: “Whole Foods Boulder,” “Whole Foods Colorado,” “Boulder Food,” “Boulder Lunch,” and of course searches for the competition!August 8, 2011
- 23. Crisis Management Plan: Before you begin using social channels for your business, be sure to have a plan in place for emergencies.
- 24. Email and phone list, follow through. August 8, 2011
- 26. Photos of events
- 30. Blogs, host content from locals and customers August 8, 2011
- 33. Facebook coupon August 8, 2011
- 34. @RyanAmirault – Social CRM Summit Thank you! August 8, 2011