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10 Steps for Putting
Social Media Strategy
into Action
6 June 2014
Hello #SAScon
@ian_pollard@jimhaysom
@fanxleeCouldn’t make it today
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Case Study: Perrys
@perrysmotors
/PerrysMotorsUK
/PerrysMotorsUK
/PerrysMotorsUK
+Perrys
/PerrysMotors
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Let’s Start with the Basics
No planning = Potential failure & damage
No integration = Potential lack of efficiencies &
synergies
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10 Steps to Build a Social Strategy
This is a whistle-stop tour of those factors and
the things to consider for each…….
Let’s go!
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Step 1. Get Socially Savvy
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Step 1. Get Socially Savvy
Learn: Find out about social networks
Advice: Ask friends, family and colleagues how they use them
Experience: Join some and join in
Research: how your favourite organisations or sports teams use
them
Understand: how social co-exists with other business and marketing
functions
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Road Trip – Staff & Management Interviews
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Social Education & Training Sessions
Perrys
• Background to social media & importance to Perrys
• High level social media strategy for Perrys
• Social media team structure
• What social media profiles are being set-up
• Social media guidelines
Auto Trader
• Why social media is important
• Automotive social media
• Owned and earned media
• Overview of key social networks
• Set-up of personal social profiles and interactivityCredit: @TomMughal
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Increasing Social Media Knowledge
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Thinking about your knowledge of social media, how would you rank yourself after today? (31 attendees)
Pre-Training Rating Post-Training Rating
Poly. (Pre-Training Rating) Poly. (Post-Training Rating)
40% Increase
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Step 2. Perform a Business & Marketing Audit
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Step 2. Perform a Business & Marketing Audit
What do you do and what are you good at?
What is your culture and what do you stand for?
How are you performing?
Where are you going, what’s the big plan?
What resources do you have?
Consider the wider Marketing Mix
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Your Website is your 24-Hour Showroom
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HEAD OFFICE
GROUP DIGITAL
MARKETING
TEAM
Sourcing & Resourcing for Social Success
LOCAL
DEALERSHIP
SOCIAL MEDIA
CONTENT
CREATORS
DEDICATED
SOCIAL
MEDIA
EXECUTIVE
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Step 3. Perform a Social Audit
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Step 3. Perform a Social Audit
Are you already using it?
How do you use it??
Does it communicate your proposition?
Is it comprehensive & consistent?
How are you monitoring performance levels?
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Step 3. Perform a Social Audit
What about you competitors?
Is there much interaction?
Who is it that interacts?
What are people saying about you?
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Perrys Facebook Pages: Group & Dealership
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Perrys Twitter Profile: Group
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Perrys YouTube Channel: Group
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Perrys Google+ Local Business: Dealership
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Perrys Foursquare Venues: Dealership
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Step 4. Set Some Objectives
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Step 4. Set Some Objectives
Do you have company objectives?
Double bottom line – a social impact?
How might you use social to achieve them?
What would success look like to you?
How might you measure your objectives through metrics?
Objectives should always be SMART
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Aligning Business & Social Objectives
Build communities
through social engagement
Increase brand loyalty with existing
customers & key segments
Sell more cars &
increase profits
Business
Objectives
Social
Objectives
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Key Social Objectives for Perrys
To create the industry’s leading customer service communications
platform and a powerfully engaged audience of loyal brand advocates.
To show the human side of our business and to showcase why our
people are the ‘right people’ to buy from.
To build a community of next-generation car buyers.
To protect brand reputation, by means of visible responses to
mentions of our brand.
To engage with customers; past, present and future.
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What Metrics Align to the SMART Objectives?
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Step 5. Plan Social Media Campaigns
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Step 5. Plan Social Media Campaigns
USPs?
Culture?
Key messages?
Creativity?
Cross-pollination of content?
Cross-channel integration & mobile first?
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Plan for the Moment
Source: Facebook.com/PerrysMotorsUK
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Add a Touch of Creative Humour
Source: Twitter.com/perrysmotors
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Promote your Customers’ Happiness
Source: Facebook.com/PerrysMK
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Grab a Celebrity Selfie
Source: Facebook.com/PerrysBury
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Provide Real-life Product Reviews
Source: Facebook.com/CopleyLandRover
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Leverage Local Connections
Source: Twitter.com/perrysmotors
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Recognise your Employee Success
Source: Facebook.com/PerrysAylesbury
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Showcase Customers’ Purchase Experience
Source: Twitter.com/perrysmotors
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Share Interesting & Relevant Industry Facts
Source: Twitter.com/perrysmotors
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Gain Insights & Opinions from Customers
Source: Facebook.com/PerrysMotorsUK
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Drive Excitement with New Product Launches
Source: Facebook.com/PerrysMotorsUK
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Add Value to the Buying Experience
Source: YouTube.com/PerrysMotorsUK
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Step 6. Plan to Monitor on Social
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Step 6. Plan to Monitor on Social
Who - Customers, prospects, etc?
Where - social platforms, blogs, etc?
When - specific times, all of the time, etc?
What - specific queries, searches, etc?
How – what tools could be utilised?
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Listening & Joining the Conversation
Source: Twitter.com/perrysmotors
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Consumer Advocacy is Priceless
Source: Twitter.com/perrysmotors
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Step 7. Plan to Engage on Social
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Step 7. Plan to Engage on Social
How will you respond?
What tone of voice will you respond with?
How quickly will you respond?
Who is responsible for it?
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Step 7. Plan to Engage on Social
Always:
Reciprocate
Respect
Reliable
Never:
Disclose
Defame
Discriminate
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Step 7. Plan to Engage on Social
Create a Crisis & Incident Management Plan:
Listen for issues
What does a crisis look like?
How severe or urgent is it?
Build a process and response mechanism
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Communication Channel via Facebook
Source: Perrys.co.uk/facebook-care
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Communication Channel via Twitter
Source: Perrys.co.uk/twitter-care
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Step 8. Plan to Measure & Report on Social
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Step 8. Plan to Measure & Report on Social
Take Ownership
Reflect Objectives
Format & Contents
Prioritisation
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Using Social Media Measurement Tools
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Step 9. Plan to Maintain & Optimise
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Step 9. Plan to Maintain & Optimise
Test, test, test! ..........Then test again!
Track what’s important
Tweak and start again
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Appeal to your Entire Social Audience
Source: Facebook.com/PerrysMotorsUK
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Drive Passion & User Engagement
Source: Facebook.com/PerrysMotorsUK
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Step 10. Be Like Rick
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Make sure your advocates know that
you’re:
• Never gonna give them up,
• Never gonna let them down
• Never gonna run around and desert them
• Never gonna make them cry,
• Never gonna say goodbye
• Never gonna tell a lie and hurt them
Step 10. Be Like Rick
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Success: Growth of Facebook Page Likes
05
101520253035404550
Th
ou
sa
nd
s
Facebook.com/PerrysMotorsUK
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Success: Industry Recognition
• Finalist
• AM Awards 2014: Best Social Media
• Motor Trader Awards 2014: Best Digital Initiative
• eBay Motors Awards 2014: Dealer Group of the Year
• Car Dealer Magazine: Most Influential Dealers on Twitter
• Ranked 1st - May 2014
• Ranked 2nd - Oct 2013
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Thank You
Jim Haysom@jimhaysom
http://about.me/jimhaysom
Business Development Director, Digital Marketing
Ian Pollard@ian_pollard
http://about.me/ianpollard
Senior Digital Strategy & Solutions Manager
Q&A