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1 strategy execution results build your brand grow your sales

2 Social Media Connect

3 Facebook has a market cap of $220bn

4 1.15 billion Facebook Users

5 Socialnomics Erik Qualman GntaQmTSF6hTqrzA

6 Why does Social Media Matter? Social Media puts a human face to a business FNB is no longer a faceless big bank with a billboard Social Media allows segmentation and targeting like no other media A small business can get their brand on the same platform Big data and Analytics allow business to make better more informed choices

7 It matters Lead Generation, Influence, Competitive Advantage, Sales

8 What is CRM? Customer relationship management is the strategy and execution of building and fostering long term relationship between the business and customer, in a way that is mutually beneficial Customer > products or service Business > sales and profits

9 What are some of the driving factors in good relationships?

10 What are some of the driving factors in good relationships? Trust Understanding Communication Common purpose Joy Betterment

11 Social Media drives higher quality CRM Facebook is a channel in which to engage with customers in their comfort zone When you friend or follow someone on Facebook it drives two-way interaction (communication)

12 Social Media CRM Competitive Advantage It s not about likes and followers, it s about engagement Meaningful connection for both parties It s about turning fans into advocates Sharing information It s about servicing complaints Building better ideas It s about gathering insights, and turning that information into knowledge Driving innovation

13 Social Media Channel Wordpress Blogger Twitter Tumblr Facebook LinkedIn My Space Google+ Blogging and Microblogging Social Networking Content Sharing Bookmarking and Aggregating YouTube Vimeo Instagram Pinterest Flickr StumbleUpon Digg Reddit Pinterest

14 Social Media vs. Social Media Marketing Social Media A place to hang out virtually A place to share news, thoughts, photos, moments of inspiration Being connected in life without physically meeting Personal Social Media Marketing Using social media platforms like Facebook, YouTube and Twitter (where people spend a lot of time) to spread awareness of a brand, to generate leads and to influence opinion Commercial

15 Entertain Inform Educate Create brand curiosity and delight users

16 Share a Coke viral campaign Share a Coke, Share on Facebook

17 It matters for small niche brands Mommy Care Case Study: South Africa

18 Mommy Care Social Media Launch in SA Situational Analysis Unknown Brand No equity Minor footprint Complicated product make up Small target market Limited marketing spend The Plan Established Social Media Strategy Identified Target market and where they hang out and what they need Identified key drivers for connection, trial and purchase 80: 20 rule >>Start and adjust as you go Result after 1 year 6000 strong Facebook community Higher level of engagement than all competitor brands Strong community of brand advocates Clear understanding of what consumers want and need

19 Social Media Campaigns ALS Ice Bucket Challenge

20 Social Media: A local perspective Digital is key to driving economic growth

21 Internet, Social Media & Mobile in Africa

22 Challenges in Social Media Marketing People may want to switch off give them an opt out Invasive marketing will drive negative publicity It goes viral but the wrong way! Too much noise will the bubble bust?

23 Successful brands Maintaining the delicate balance between PR and personal Keep it human Foster a sense of friendship no one wants to talk to FNB, is accessible Share reliable, useful and quality content to entertain, educate or inform Build communication and trust Know how to manage scandal Respond Use Big Data and Analytics to drive innovation

24 thank you prana business consulting Jainita Khatri BSc (IT), MBA (Wits) Managing Consultant PO Box , Sandton City 2146, Johannesburg Tel +27 (0) Mobile +27 (0) Prana is a certified Level 3 BEE Certified company

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