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Social Media and Getting Started: Some Do’s & Don’ts for Companies Andrew Maher
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Social Media and Getting Started: Some Do’s & Don’ts for Companies
Andrew Maher
Do you need to know these 10 things before building a Social Presence?
Andrew Maher
#avayasm
Do’s Don’ts
Picture source: editorsweblog.org
© 2011 Avaya Inc. All rights reserved. 3
Presenting Today
Andrew Maher is a 20 year veteran of the customer experience arena. For over 17 years he has been working with Avaya’s clients across the globe.
He is an award winning leader in the area of new media and its role within enterprises and their interactions with customers. When consulting with clients Andrew describes himself as a B2B2C focused, his concern is of his customer’s customers. As a certified social media strategist he is addressing the CxOs of Fortune 100s to develop with them the needs of this up and coming interaction channel.
Andrew is based in Frankfurt, Germany.
He can most easily be found on Twitter @serviceplease20 where he talks about the Enterprise 2.0, Customer Service and what a Social Business really is.
© 2011 Avaya Inc. All rights reserved. 44
Broadcast
This is not traditional marketing
You do not control the conversation
Learn the tools and styles of social channels
Don’ts
© 2011 Avaya Inc. All rights reserved. 5
Visit Twitter & others
Find your customers
What they are talking about?
Listen & Explore
Find your competition
Try out some social tools
What do your clients expect
Capture their social handlesDo’s
© 2011 Avaya Inc. All rights reserved. 66
Rush it
Just because you have a high click rate, eyeballs think that will translate into many “likes”.
Building a community takes time
Be consistent
Don’ts
© 2011 Avaya Inc. All rights reserved. 7
Engage
Do’s
Answer those who are asking questions
Provide useful content
Utilize key stakeholders not just interns
© 2011 Avaya Inc. All rights reserved. 88
Build for yourself, by yourself
It is not just about you.
This is about your community
Involve key influencers both from within and outside the business
Build it together
Don’ts
© 2011 Avaya Inc. All rights reserved. 99
Be prepared
Missteps will happen
Create guidelines for associates
Plan, plan, plan
– Know where escalations need to go in advance
Do’s
© 2011 Avaya Inc. All rights reserved. 10
Control it
Don’ts
Conservations will occur with or without you
Cannot control the flow, but know when to engage
Have a plan
Accept your weaknesses
© 2011 Avaya Inc. All rights reserved. 11
Be authentic
Do’s
Share – a lot!
KISS
Find your voice
© 2011 Avaya Inc. All rights reserved. 1212
Make it a tech project
Social media is not about technology
Nor is it a channel
It has nothing to do with media
Don’ts
© 2011 Avaya Inc. All rights reserved. 13
Reciprocate
Do’s
Find your influencers and connect
Find those 1% and reward
Use smart tools!
© 2011 Avaya Inc. All rights reserved. 14
Road to Success
Engage an experienced professional
Discover where you are
Define your objectives
Develop a plan
Avaya has a global team of certified strategists and a proven methodology to support your business in reaching its social media goals
© 2011 Avaya Inc. All rights reserved. 15
Steps towards Social Engagement Readiness
Opportunity: Does
engaging in Social Media
make sense for my
company? Where are we going? How
is Social Media going to
help get us there?
Current Landscape:
Applicability, competition,
industry, competitive
opportunity
Plug into Customer Care
capabilities and insert
“Social” with the rest of the
interaction points
What does the information
tell us and how can we
achieve our objectives?
1
Discovery2
Current
State &
Objectives
3Engage
4
Integrate5
Expand
Listen
Plan to handle
scale with
accuracy and
integrity
Learn
7The operation is now
ready for scale. Team is
Social Ready and capable
of expansion
6
What is being said?
Who is saying it?
Where is it being said?
Integrated Social
Media with the
customer’s
engagement
processes
© 2011 Avaya Inc. All rights reserved. 16
Who to contact?
Christian GoffiGlobal Lead Social MediaStrategic ConsultingAvaya
+1.786.331.0774@[email protected]://www.avaya.com/blogs/archives/author/christian-goffi/
Andrew MaherManaging PrincipalStrategic ConsultingAvaya
+49.69.7505.96121@[email protected]://about.me/andrewmaher
© 2011 Avaya Inc. All rights reserved. 17
Publications
Social Media im Kundenservice –Smart Service im Social Web
– Juni 2011, u.a. A. Maher
– http://slidesha.re/SM-im-Kundenservice
Social Media and the Contact Center for Dummies
– 2010, Avaya Edition
– http://bit.ly/SMandCCforDummies
German
© 2011 Avaya Inc. All rights reserved. 1818
And more information
To learn more about the Avaya solutions and how it can add value to your business, or other award-winning solutions and Avaya Global Services, talk to your Avaya Account Manager or Authorized Business Partner. Also, visit us at www.avaya.com.
For additional questions or support regarding this offer, please contact your Account Manager or
Email us at [email protected] with subject line
– “Social Media Manager ”
Join us!
© 2011 Avaya Inc. All rights reserved. 19
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