How to Integrate Social Media and Build a Deeper Customer ...€¦ · How to Integrate Social Media...
Transcript of How to Integrate Social Media and Build a Deeper Customer ...€¦ · How to Integrate Social Media...
![Page 1: How to Integrate Social Media and Build a Deeper Customer ...€¦ · How to Integrate Social Media and Build a Deeper Customer Experience Presented by: Julie Atherton MD Small Wonder](https://reader036.fdocuments.in/reader036/viewer/2022062922/5f077f4a7e708231d41d4688/html5/thumbnails/1.jpg)
IDM/TFM
How to Integrate Social Media and
Build a Deeper Customer Experience
Presented by: Julie Atherton
MD Small Wonder @smallwonderings
![Page 2: How to Integrate Social Media and Build a Deeper Customer ...€¦ · How to Integrate Social Media and Build a Deeper Customer Experience Presented by: Julie Atherton MD Small Wonder](https://reader036.fdocuments.in/reader036/viewer/2022062922/5f077f4a7e708231d41d4688/html5/thumbnails/2.jpg)
![Page 3: How to Integrate Social Media and Build a Deeper Customer ...€¦ · How to Integrate Social Media and Build a Deeper Customer Experience Presented by: Julie Atherton MD Small Wonder](https://reader036.fdocuments.in/reader036/viewer/2022062922/5f077f4a7e708231d41d4688/html5/thumbnails/3.jpg)
![Page 4: How to Integrate Social Media and Build a Deeper Customer ...€¦ · How to Integrate Social Media and Build a Deeper Customer Experience Presented by: Julie Atherton MD Small Wonder](https://reader036.fdocuments.in/reader036/viewer/2022062922/5f077f4a7e708231d41d4688/html5/thumbnails/4.jpg)
Driven by Sales
Source: Proven models, 2016
![Page 5: How to Integrate Social Media and Build a Deeper Customer ...€¦ · How to Integrate Social Media and Build a Deeper Customer Experience Presented by: Julie Atherton MD Small Wonder](https://reader036.fdocuments.in/reader036/viewer/2022062922/5f077f4a7e708231d41d4688/html5/thumbnails/5.jpg)
Creating Deeper Experiences
Source: Mckinsey 2016
![Page 6: How to Integrate Social Media and Build a Deeper Customer ...€¦ · How to Integrate Social Media and Build a Deeper Customer Experience Presented by: Julie Atherton MD Small Wonder](https://reader036.fdocuments.in/reader036/viewer/2022062922/5f077f4a7e708231d41d4688/html5/thumbnails/6.jpg)
B2B
![Page 7: How to Integrate Social Media and Build a Deeper Customer ...€¦ · How to Integrate Social Media and Build a Deeper Customer Experience Presented by: Julie Atherton MD Small Wonder](https://reader036.fdocuments.in/reader036/viewer/2022062922/5f077f4a7e708231d41d4688/html5/thumbnails/7.jpg)
Social media impact
Deliver customer
insight
Build brand awareness
Increase brand loyalty
Amplify other media
Increase web traffic
Drive salesImprove
conversionEmpower
communities
Empower staff
Build engagement
Enable co-creation
Inspire advocacy
![Page 8: How to Integrate Social Media and Build a Deeper Customer ...€¦ · How to Integrate Social Media and Build a Deeper Customer Experience Presented by: Julie Atherton MD Small Wonder](https://reader036.fdocuments.in/reader036/viewer/2022062922/5f077f4a7e708231d41d4688/html5/thumbnails/8.jpg)
Social CRM
Win
Win
![Page 9: How to Integrate Social Media and Build a Deeper Customer ...€¦ · How to Integrate Social Media and Build a Deeper Customer Experience Presented by: Julie Atherton MD Small Wonder](https://reader036.fdocuments.in/reader036/viewer/2022062922/5f077f4a7e708231d41d4688/html5/thumbnails/9.jpg)
How to Win
![Page 10: How to Integrate Social Media and Build a Deeper Customer ...€¦ · How to Integrate Social Media and Build a Deeper Customer Experience Presented by: Julie Atherton MD Small Wonder](https://reader036.fdocuments.in/reader036/viewer/2022062922/5f077f4a7e708231d41d4688/html5/thumbnails/10.jpg)
It’s not Where, but Why?
![Page 11: How to Integrate Social Media and Build a Deeper Customer ...€¦ · How to Integrate Social Media and Build a Deeper Customer Experience Presented by: Julie Atherton MD Small Wonder](https://reader036.fdocuments.in/reader036/viewer/2022062922/5f077f4a7e708231d41d4688/html5/thumbnails/11.jpg)
Source: BuzzSumo
![Page 12: How to Integrate Social Media and Build a Deeper Customer ...€¦ · How to Integrate Social Media and Build a Deeper Customer Experience Presented by: Julie Atherton MD Small Wonder](https://reader036.fdocuments.in/reader036/viewer/2022062922/5f077f4a7e708231d41d4688/html5/thumbnails/12.jpg)
http://www.socialmediaforevents.com/leveraging-the-long-tail-of-social-influence-for-your-event/
Facilitate Influence
![Page 13: How to Integrate Social Media and Build a Deeper Customer ...€¦ · How to Integrate Social Media and Build a Deeper Customer Experience Presented by: Julie Atherton MD Small Wonder](https://reader036.fdocuments.in/reader036/viewer/2022062922/5f077f4a7e708231d41d4688/html5/thumbnails/13.jpg)
Source: https://econsultancy.com/blog/67697-does-the-rise-of-messaging-apps-mean-brands-need-a-bot-strategy/
![Page 14: How to Integrate Social Media and Build a Deeper Customer ...€¦ · How to Integrate Social Media and Build a Deeper Customer Experience Presented by: Julie Atherton MD Small Wonder](https://reader036.fdocuments.in/reader036/viewer/2022062922/5f077f4a7e708231d41d4688/html5/thumbnails/14.jpg)
Source: https://www.marketingweek.com/2016/11/07/how-brands-can-use-messaging-apps-without-being-creepy/
![Page 15: How to Integrate Social Media and Build a Deeper Customer ...€¦ · How to Integrate Social Media and Build a Deeper Customer Experience Presented by: Julie Atherton MD Small Wonder](https://reader036.fdocuments.in/reader036/viewer/2022062922/5f077f4a7e708231d41d4688/html5/thumbnails/15.jpg)
Give reasons to engage
![Page 16: How to Integrate Social Media and Build a Deeper Customer ...€¦ · How to Integrate Social Media and Build a Deeper Customer Experience Presented by: Julie Atherton MD Small Wonder](https://reader036.fdocuments.in/reader036/viewer/2022062922/5f077f4a7e708231d41d4688/html5/thumbnails/16.jpg)
Build Deeper Experiences with Social Media
• Understand your customers
• Mirror actual behaviour
• Facilitate influence
• Simplify the customer journey
• Give reasons to engage
![Page 17: How to Integrate Social Media and Build a Deeper Customer ...€¦ · How to Integrate Social Media and Build a Deeper Customer Experience Presented by: Julie Atherton MD Small Wonder](https://reader036.fdocuments.in/reader036/viewer/2022062922/5f077f4a7e708231d41d4688/html5/thumbnails/17.jpg)
![Page 18: How to Integrate Social Media and Build a Deeper Customer ...€¦ · How to Integrate Social Media and Build a Deeper Customer Experience Presented by: Julie Atherton MD Small Wonder](https://reader036.fdocuments.in/reader036/viewer/2022062922/5f077f4a7e708231d41d4688/html5/thumbnails/18.jpg)
Thank You
Julie AthertonMD Small Wonder@smallwonderings@theidm@DMA_UK
![Page 19: How to Integrate Social Media and Build a Deeper Customer ...€¦ · How to Integrate Social Media and Build a Deeper Customer Experience Presented by: Julie Atherton MD Small Wonder](https://reader036.fdocuments.in/reader036/viewer/2022062922/5f077f4a7e708231d41d4688/html5/thumbnails/19.jpg)
© Copyright The Institute of Direct and Digital
Marketing 2018 and it’s licensors.
Permission is given for the downloading and
temporary storage of this presentation for the sole
purpose of individual use.
This presentation may be printed once only, and
may not be further reproduced, copied or
transmitted in any way to those other than the
initial individual user.
All rights reserved.