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Spredfast Summit: Delighting your Social Customer

Date post: 22-Oct-2014
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Presentation from the 2012 Spredfast Social Summit on delighting your social customers through listening, engaging, using relevant content that resonates and sharing benchmarks from the 2012 Spredfast Social Engagement Index. Presentation given by Jordan Slabaugh of Spredfast, Michael Brito of Edelman Digital and Lauran Driver of Twitter.
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@spredfast spredfast. com lighting Your Social Custo Michael Brito SVP, Edelman @britopian Lauran Driver ccount Strategist, Twitter @Lauran Jordan Slabaugh Director of Social, Spredfas @jordanv
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Page 1: Spredfast Summit: Delighting your Social Customer

Delighting Your Social Customer

Michael BritoSVP, Edelman

@britopian

Lauran DriverAccount Strategist, Twitter

@Lauran

Jordan SlabaughDirector of Social, Spredfast

@jordanv

Page 2: Spredfast Summit: Delighting your Social Customer

#SFsummit

Tweet…

What does delighting social customers mean to you?

#Sfsummit #Delight

Page 3: Spredfast Summit: Delighting your Social Customer

Delighting Social Customer

#SFsummit

How do you reach the social customer and provide awesome experiences?

Page 4: Spredfast Summit: Delighting your Social Customer

Reciprocity

There is a spiritual aspect to our lives – when we give we receive –

when a business does something good for somebody, that somebody

feels good about them!

- Ben Cohen, Ben & Jerry’s

#SFsummit

Page 5: Spredfast Summit: Delighting your Social Customer

Listening

#SFsummit

Know what’s being said about you, your products, your competitors.

Page 6: Spredfast Summit: Delighting your Social Customer

A Lot of Listening

#SFsummit

Page 7: Spredfast Summit: Delighting your Social Customer

Scenario Planning

#SFsummit

Being Prepared.

Page 8: Spredfast Summit: Delighting your Social Customer

Dynamic Customer Journey

#SFsummit

It’s a long, winding road – with multiple stops along the way.

Page 9: Spredfast Summit: Delighting your Social Customer

Meaningful, relevant content

#SFsummit

Content is crucial. It also should first, and foremost, satisfy customer needs.

Page 10: Spredfast Summit: Delighting your Social Customer

Content Analysis

Small clues of what’s “delightful” point to positive experience(s)

#SFsummit

Page 11: Spredfast Summit: Delighting your Social Customer

Connecting Publishing to Interaction

#SFsummit

Page 12: Spredfast Summit: Delighting your Social Customer

What Does Delight Look Like?

#SFsummit

Acknowledgement – Access – Entertainment – Doing Good – Help – Stuff

Page 13: Spredfast Summit: Delighting your Social Customer

Network Implications

#SFsummit

Changes. Developments. New Opportunities.

Page 14: Spredfast Summit: Delighting your Social Customer

#SFsummit

Q&AMichael Brito

SVP, Edelman@britopian

Lauran DriverAccount Strategist, Twitter

@Lauran

Jordan SlabaughDirector of Social, Spredfast

@jordanv


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