salesforce marketing cloud - how to get started with allfamous digital

Hello.

Robin Leonard CEO, AllFamous Digital

robin_allfamous

robinleonard1

Agenda

1.  About us 2.  Being a customer company 3.  Social Scorecard 4.  Setting Objectives 5.  10 Use Cases for Social 6.  Justify with ROI 7.  Professional Services

About us

http://www.youtube.com/watch?v=unQCc0RQXvE

About Us

Our clients We help you get value from social.

About Us

We are here to enable you.

AUTHORIZED RESELLER

Why do you need us? •  We get you Setup •  Training and Support •  Weekly Hangouts

Agenda


Being a “Customer Company”

http://www.youtube.com/watch?v=2wTE3k0GqTg

Being a “Customer Company”

•  Transparency •  Authenticity •  Value

“Delivering Happiness”

Agenda


Social Scorecard

Functionality" Extensive!Limited!

Bus

ines

s Im

pact"

High!

Low!

4

2

32 – Organized •  Direct consumer engagement, may include Customer Service"•  Basic brand monitoring"•  Paid/owned/earned presences are born"•  Social media policies and training in place"•  Full time social media employees "

3 – Engaged •  Creating and publishing content key to engagement"•  Measuring success against business goals"•  Social media management employees"•  Competitive and industry monitoring"

4 – Optimized •  Paid/owned/earned is optimized"•  Social is embedded across enterprise"•  Employee certification required"•  Senior leadership active in social media"

1 – Informal!•  Marketing, PR or Comms with siloed efforts"•  No policies or training"•  Senior leadership asking “why?”"

1

How do you score?

http://www.radian6.com/socialscorecard/

Agenda


Internal Stakeholder Needs.

Marketing

Customer Service

Technology

Scaleable Turnkey

Insights

Visibility

Affinity

Revenue Community

Intelligence Relationship 360° View

Satisfaction Productivity

Secure

Human Resources

Boundaries Values

Policy

Top 6 Marketing Needs

1. Heightened Brand Insights

BRAND X

People love to complain, but they rarely give feedback.


2. Drive Brand Awareness

You have to be seen to be heard.


3. Drive Brand Affinity

Advocacy is everything.


4. Increase Revenue

Does it add up at the end of the day?


5. Build Community

Fans are tangible assets


6. Gain Competitive Intelligence

Know your enemy.


1.  Insights 2.  Awareness 3.  Affinity 4.  Revenue 5.  Community 6.  Intelligence

Top 4 Service Needs

1. Deepen Customer Relationship

Make it personal.

Top 4 Service Needs

2. Create 360° View of Customer

Channels are fragmented.

Top 4 Service Needs

3. Improve Customer Satisfaction

Happy Customers = $$$

Top 4 Service Needs

4. Improve Staff Productivity

It’s 41% cheaper.

Top 4 Service Needs

1.  Relationship 2.  360° view 3.  Satisfaction 4.  Productivity

Do you know what you need?

Marketing

Customer Service

Technology

Scaleable Turnkey

Insights

Visibility

Affinity

Revenue Community

Intelligence Relationship 360° View

Satisfaction Productivity

Secure

Human Resources

Boundaries Values

Policy

Agenda


How can I apply social to my business?

Use Case 1: Social Customer Service

Comcast Social Story

Use Case 2: Reputation Management

What is the relationship between sentiment and revenue? How do I affect sentiment? What role do influencers play in this equation?

Use Case 3: Reputation Management

Reputation Management – Case Study

Nestle took 2 extra weeks to recover

Use Case 4: Lead Generation

resolve sell educate amplify

?

Angry Buying Curious Happy Customer “My havaianas broke!” “Where can I find the

blue/gold 11” havs in Fort?”

“What flip flops should I buy?”

“OMG I love my havs!”

Havaianas “Oh no, I’m sorry <name>! Follow this link to receive a voucher for 20% off valid for 48 hours only. ^RL

“Hi <name>, I’ve called the High St store they have a pair, they are expecting you now ^RL”

“Hi <name>, I may be biased, but have you ever tried Havaianas before? ^RL”

“Hi <name>, we LOVE hearing that from our cusomers, Follow this link to receive a voucher for 10% off your next pair. ^RL”

Use Case 5: Social Focus Group

“Coffee in a can”

“Iced Coffee”

Use Case 6: Competitive Intelligence

Get real-time insights on your competitors

- Sun Tzu

“Know your enemy and know yourself and you can fight a

hundred battles without disaster”

What would Sun Tzu do if he had Radian6?

Use Case 7: Brand Marketing

Be the first.

Use Case 8: Build and Leverage a Community

BRAND

1M

200M

1B+ The average Facebook user has 200 friends

If you have a thousand fans, you can reach 200,000 people

If you have a million fans, you can reach 200,000,000 people

Get more reach than ever before!

Use Case 9: Enable Feedback and Innovation

Mention analysis used to predict hotel occupancy with 2%

accuracy 3 months in advance!

Use Case 10: Drive Social Advocacy

Get influencers to do the talking.

Agenda


What is the ROI of your mother?

http://www.youtube.com/watch?v=xZY5b85KoOU

Calculating ROI from Social

Agenda


How we work with clients

Strategy Consulting

1. Assessment 2. Workshop 3. Roadmap

Customer Company

Professional Services •  Search Engine Optimization •  Social Customer Service •  Crisis Management •  Lead Generation •  Content Marketing •  Organizational Consulting •  Insights and Intelligence Reports

Staff Augmentation Managed Service

OR

Get in touch

www.allfamous.com

Robin Leonard CEO, AllFamous Digital

robin_allfamous

robinleonard1