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IDM/TFM
How to Integrate Social Media and
Build a Deeper Customer Experience
Presented by: Julie Atherton
MD Small Wonder @smallwonderings
Driven by Sales
Source: Proven models, 2016
Creating Deeper Experiences
Source: Mckinsey 2016
B2B
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
Social CRM
Win
Win
How to Win
It’s not Where, but Why?
Source: BuzzSumo
http://www.socialmediaforevents.com/leveraging-the-long-tail-of-social-influence-for-your-event/
Facilitate Influence
Source: https://econsultancy.com/blog/67697-does-the-rise-of-messaging-apps-mean-brands-need-a-bot-strategy/
Source: https://www.marketingweek.com/2016/11/07/how-brands-can-use-messaging-apps-without-being-creepy/
Give reasons to engage
Build Deeper Experiences with Social Media
• Understand your customers
• Mirror actual behaviour
• Facilitate influence
• Simplify the customer journey
• Give reasons to engage
Thank You
Julie AthertonMD Small Wonder@smallwonderings@theidm@DMA_UK
© 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
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initial individual user.
All rights reserved.
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