Delighting Your Social Customer
Michael BritoSVP, Edelman
@britopian
Lauran DriverAccount Strategist, Twitter
@Lauran
Jordan SlabaughDirector of Social, Spredfast
@jordanv
#SFsummit
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What does delighting social customers mean to you?
#Sfsummit #Delight
Delighting Social Customer
#SFsummit
How do you reach the social customer and provide awesome experiences?
Reciprocity
There is a spiritual aspect to our lives – when we give we receive –
when a business does something good for somebody, that somebody
feels good about them!
- Ben Cohen, Ben & Jerry’s
#SFsummit
Listening
#SFsummit
Know what’s being said about you, your products, your competitors.
A Lot of Listening
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Scenario Planning
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Being Prepared.
Dynamic Customer Journey
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It’s a long, winding road – with multiple stops along the way.
Meaningful, relevant content
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Content is crucial. It also should first, and foremost, satisfy customer needs.
Content Analysis
Small clues of what’s “delightful” point to positive experience(s)
#SFsummit
Connecting Publishing to Interaction
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What Does Delight Look Like?
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Acknowledgement – Access – Entertainment – Doing Good – Help – Stuff
Network Implications
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Changes. Developments. New Opportunities.
#SFsummit
Q&AMichael Brito
SVP, Edelman@britopian
Lauran DriverAccount Strategist, Twitter
@Lauran
Jordan SlabaughDirector of Social, Spredfast
@jordanv
