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Social Media & Your Customers Kathryn Daniels Head of Social Media, National Rail Enquiries Embracing the Power of Social Media to Retain your Customers

Social Media & Your Customers

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Embracing the Power of Social Media to Retail Your Customers, presentation for Autumn Fair 2012

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Page 1: Social Media & Your Customers

Social Media & Your Customers

Kathryn DanielsHead of Social Media, National Rail Enquiries

Embracing the Power of Social Media to Retain your Customers

Page 2: Social Media & Your Customers

Me by numbers...

143

136

years experience in social

Head of Social

Page 3: Social Media & Your Customers

The Conversation PrismBy Brian Solis & JESS3

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How should you get involved

?

Page 5: Social Media & Your Customers

1. Listen

Products

Brand

Techniques

Competitors

Suppliers

Ideas

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2. Aim

SpecificMeasurableAchievableRelevantTimely

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3. Create

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4. Engage

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5. Learn

Listen

Create

EngageReview

Plan

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In SummaryListen – what are people saying whereAim – what do you want to achieveCreate – show off your products / expertiseEngage – talk to people!!Learn – what worked & didn’t, put in place for next time

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Contact MeEmail: [email protected] Twitter: @kathryn_danielsFacebook: http://facebook.com/kathryndaniels LinkedIn: http://

uk.linkedin.com/pub/kathryn-daniels/2/b40/5a7

View the presentation: http://slidesha.re/R9qoz9