Social media uw connectie met uw doelgroep
- 1. Social Media
uw connectie
met uw
doelgroep
Koen Delvaux
@kodel
- 6. Massa Media
33 uren internet
16 uren televisie
4 uren magazines
@kodel
- 12. Content marketing
Niet als doel op zich
Wel als basis voor een conversatie tussen klanten
(waarin jij de moderator bent)
@kodel
- 14. cpc 0,44
cpm 0,18
ctr 0,04%
cpc 0,13
cpm 5,17
ctr 4,39
Adverteren
Reclame op Facebook werkt enkel voor
dingen binnen Facebook (page, post, app)
@kodel
- 20. Interne sociale media
Zorgt voor transparantie, samenwerking
en gedeelde waarden en doelstellingen
(=cultuur)
- 23. 5 STAPPEN NAAR SUCCES
1 PRESENCE
2 CONVERSATION
3 INTERACTION
4 CO-CREATION
5 COLLABORATION
@kodel
- 24. 1 PRESENCE
• Start by creating a
Facebook page
• Skip the meetings,
strategy, plans
and organization
• Set up basic
monitoring
• Post some content
@kodel
- 30. 2 CONVERSATION
• Allow people to
comment (freely)
• React on people’s
comments
• Don’t erase
negative messages
• Only promise what
you can do yourself
@kodel
- 32. 2 CONVERSATION
• Define what employees can post (policy)
• Give tips for how they can help
(no tools needed. It’s about
agreements that are made
after discussions with staff)
@kodel
- 33. 3 INTERACTION
• This is where you have to involve other
departments
• Service is the first candidate for
involvement
• Operations is second (structural solutions to
problems identified)
• Your role is crucial:
Execute pressure on the organization using
social media (Chief Customer Officer)
@kodel
- 34. 3 INTERACTION
• Customer care:
redirect to the
‘message’ button
• If the case started
in public, always
finish it in public
• Ask customer to
confirm on your
page the problem
is solved
@kodel
- 36. 5 Collaboration
• Every project in your company is co-creation
• Processes and roles are adapted
• Integration: your tools (CRM, ERP,...) are
linked to social media and customers and
partners have acces to them
@kodel
- 37. 5 Collaboration
• You need a model to achieve this
(MedeMerkers: Liquid Organization Model)
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SPELVERDELER' Gewenste'posi+e'
@kodel
- 44. Social Media doe je
1. met je eigen mensen
2. als een platform voor klanten
3. om je bedrijf te veranderen