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2d Charles Hough @charleshough
RT @LithiumTech: [Webcast] Get #SeriousAboutSocial Customer Engagement with @LithiumTech's Dr. Michael Wu - @mich8elwu May 30 10am PT: http…
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2d Solvis Consulting @solvisRT @lithiumtech: [Webcast] Get #SeriousAboutSocial Customer Engagement with Dr. Michael Wu @mich8elwu May 30 10am PT t.co/RkF9fQZ5jL
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2d Lithium Technologies @LithiumTech[Webcast] Get #SeriousAboutSocial Customer Engagement with @LithiumTech's Dr. Michael Wu - @mich8elwu May 30 10am PT: t.co/HlbkMrtlxC
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3d Jordi Camós @jordicamosRT @gerard_velez: Get #seriousaboutsocial t.co/V61bL5YOiD @Katykeim #forrforum
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5d Blake Tablak @btablakDoes anyone else feel like we are back in the 90's? Pins/like=hits. Who cares if I like/pin/etc you if I don't convert? #seriousaboutsocial
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5d Tim Wirth @timwirthThe growing confusion opens unique opportunities... #seriousaboutsocial t.co/0OXvGmCZo2
60% of consumers say their service experiences are sub par
The Changing Dynamics of Customer Care
get the whitepapertake action: 6 ways to get serious about social
download the get serious about social ppt
1. follow your head,
not the herd
Just 2% of fans return to Facebook brand
pages a second time. Don’t let your social
strategy stop at Facebook—you’ll totally
miss the boat.
whitepaper: Why Facebook Shouldn’t be the Center of Your Social Strategy
2. own it, don’t
outsource it
There’s a huge engagement gap on public social networks.
You’ve got to own the social customer experience on your own domain.
3. get out of the
silo, get into a strategy
Get others involved—across marketing, support and sales—to drive social customer experience to the strategic level.
4. stop dabbling, commit
Experimentation is great. Endless experimentation is foolish and cowardly. We now live in a social customer experience economy.
If you don’t embrace it, your competitors will.
whitepaper: Social Customer Experience: Why it Matters, What it Means for Your Brand?
5. drop the
fluffy metrics
Reach, buzz, likes, comments, high fives—what do they really mean for your business? Not much.
Think: reduced costs, greater satisfaction, increased revenue.
6. don’t campaign, sustain
A single Twitter campaign can create an ocean of comments. No way can you scale internal teams to meet the demands of today’s social customers.
Enable social customers to help each other and build sustainable social programs that deliver real value.
self-assessment
take this quick self-assessment test to find out how
serious your business is about social
we currently use social media to:
your score: novice
As a Social Media Novice, you're lagging. Seriously social brands own the social customer experience, they don't outsource it to the likes of Facebook. They engage and enlist customers on owned social hubs - get them to act in ways that benefit the business. They stopped counting fans and likes long ago, and now focus on real business outcomes like cost reduction and increased revenue.
how can I do better?
- Learn Why Facebook Shouldn't Be the Center of Your Social Strategy
- Owned media matters. Put Online Community at the Heart of Your Social Strategy.
With your own social hub, you're a solid Player in social media. You've definitely stopped dabbling - now it's time to comit further. The first thing you'll need is a strategy for driving real business outcomes through social media. And remember - don't campaign, sustain. You'll need the right strategy, resources and culture to succeed.
how can I do better?
- Learn more about how to get and keep Social Business Advantage
- Learn how to Nail Social Media ROI.
You're a Social Media Contender - somewhat serious about social with a developed, respectable practice. You understand engagement and enlistment--perhaps have thrown a bit of gamification into the mix. Where to go from here? Get out of the silo and into a strategy. Tap additional departments like sales, marketing, support and PR when designing your social customer experience.
how can I do better?
- Get out of the silo and into a strategy - Make Social the Way You Do Business.
- Learn more about the Social Customer Experience - Why it Matters, What it Means
As a Social Media Challenger, you're poised to take the lead. Kudos for being done with bogus metrics. By measuring social success against real business outcomes, you're way ahead of most who still gauge success by counting fans and followers. High-five! Next step: Transform the overall social customer experience - involve other departments in your social strategy to drive outcomes across the entire business.
how can I do better?
- Learn more about the Social Customer Experience - Why it Matters, What it Means
- Learn what Forrester Research has to say about The State of Customer Experience in 2012
Contratulations, you're a social media Champion! You've risen above the noise and confusion of social media by focusing on the overall customer experience. You're among the most serious of the social - those who tap social media for competitive advantage. But don't rest on your laurels - there's a pack of Challengers nipping at your heals. Keep involving more of the business in your social strategy and you'll continue to optimize your social investments.
how can I do better?
- Meet fellow Champions in the Lithium Customer Success Book
- Stay ahead of the pack - Make Social the Way You Do Business.