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Presentation of Talking Heads - Michaël Verbeeck for Social Media Forum 2013 Digimedia
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Talking Heads is a 360° social media agency,
developing long term, integrated social media strategies and ways to implement those.
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SOCIALCRM
Bron afbeelding: Flickr - Sam Wolff
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Message
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Message
Channel
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Message
Channel
Timing
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Message
Channel
Timing SOCIAL CONSUMER
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“Social CRM is the company’s response to customers seizing power and dominating the conversation”
Paul Greenberg
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CRM SOCIAL CRM
Direct Marketing
Gathering client’s data through surveys and buying behavior
Mainly direct 1-to-1 contact
Within office hours
Automatic and impersonal
Conversation and engagement
Discovering opportunities from existing AND potential clients
Monitoring online to capture the client’s perception and experience with the company
Swift customer service at any time
Captures data from existing client database to improve targeting and
customer experience
Focusses on engagement, conversation and collaboration to
reach mutual benefits
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HOW?
Bron afbeelding: Flickr - Oberazzi
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1. LISTEN TO YOUR AUDIENCEWhat do your customers want? Engage in conversation!
Source image: The Renegade Blog
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Value through listening
✓ What is being said about your company, your competitors, your products/services?
✓ Proactively ask for feedback✓ Use this intel to improve your
message and your products/services✓ Show people you care about their
opinion!
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NIKO HOME CONTROLImproving a product by monitoring
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TELENETCrowdsourcing to get better insights of your customers
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2. BRING RELEVANT CONTENTWhat content is interesting for your clients’ needs?
Source image: Flickr - Simon Greig
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Content that makes sense✓ Based on:
- The identity and strengths of your company- The needs of your clients
✓ Give people something to talk about, a reason to connect and interact with your company
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CHRISTELIJKE MUTUALITEITENBringing content based on client’s current needs and interests
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NIKO - DE WERF/LE CHANTIERCreate a win-win situation with your customer
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3. IMPROVE THE CUSTOMER’S EXPERIENCEEngage your customer with the values of your brand
Source image: Fine art America - Eric Hacke
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An experience only you can bring
✓ Based on the company’s USPand values✓ Make clients feel they are part
of your story✓ Be unique
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KLM - DISNEY’S PLANESIncrease appreciation with the movie experience of a lifetime
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GREY POUPONCreating an experience through data-mining
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THE OUTCOME:SOCIAL
BUSINESS
Source image: Flickr - Paul Giron
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MARKETING
SALES
SERVICE
?
!
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SOCIAL BUSINESS!
?
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QUESTIONS?
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