Talking Heads's presentation on Social Media Forum of 17 December 2013: Customer Relationship Status: It's complicated.
“Social CRM is the company’s response to customers seizing power and dominating the conversation”
3. 360° social media agency,
developing long term, integrated social media
Talking Heads is a
strategies and ways to implement those.
Tuesday 17 December 13
11. “Social CRM is the company’s response to
customers seizing power and dominating the
conversation”
Paul Greenberg
Tuesday 17 December 13
12. CRM
S OCI AL C RM
Direct Marketing
Conversation and engagement
Gathering client’s data through
surveys and buying behavior
Discovering opportunities from
existing AND potential clients
Mainly direct 1-to-1 contact
Monitoring online to capture
the client’s perception and
experience with the company
Within office hours
Automatic and impersonal
Captures data from existing client
database to improve targeting and
customer experience
Tuesday 17 December 13
Swift customer service at any
time
Focusses on engagement,
conversation and collaboration to
reach mutual benefits
14. Source image: The Renegade Blog
1. LISTEN TO YOUR AUDIENCE
What do your customers want? Engage in conversation!
Tuesday 17 December 13
15. Value through listening
✓
Tuesday 17 December 13
What is being said about your company,
your competitors, your products/services?
✓ Proactively ask for feedback
✓ Use this intel to improve your
message and your products/services
✓ Show people you care about their
opinion!
18. Source image: Flickr - Simon Greig
2. B R I NG R E L E VA N T CO N TE N T
What content is interesting for your clients’ needs?
Tuesday 17 December 13
19. Content that makes sense
✓
✓
Based on:
- The identity and strengths of
your company
- The needs of your clients
Give people something to talk
about, a reason to connect and
interact with your company
Tuesday 17 December 13
21. NIKO - DE WERF/LE CHANTIER
Create a win-win situation with your customer
Tuesday 17 December 13
22. Source image: Fine art America - Eric Hacke
3. I MP ROV E T H E CUSTO ME R ’ S E X P E R IEN CE
Engage your customer with the values of your brand
Tuesday 17 December 13
23. An experience only
you can bring
✓
Tuesday 17 December 13
Based on the company’s USP
and values
✓ Make clients feel they are part
of your story
✓ Be unique
24. KLM - DISNEY’S PLANES
Increase appreciation with the movie experience of a lifetime
Tuesday 17 December 13