Social Media

The Social CRM will expore how companies can capture and manage social media data, including ways to  integrate social media into sales, marketing, research and strategy-making processes. Richard Sedley, Commercial Director at Foviance, will be presenting at this Social Media CRM Conference held in both London and New York

Areas of the day will cover

• The latest tools and techniques for implementing a successful SCRM strategy
• How companies are capturing and managing social media data
• Challenges of implementing social CRM
• Mapping your CRM system to the customer journey
• How social media can data be stored and managed between teams

Senior marketers from leading European brands will gather in Brighton for the iMedia Brand 2 Day Summit.  Discussing the current state of the digital industry, the future of digital communications and the way it impacts day-to-day business. The summit will help the UK’s top brand marketers, publishers and agencies to exchange ideas and reveal where their business is heading within the new digital media landscape.

Catriona Campbell, founder of Foviance will be opening the summit challenging The ‘Me’ in Social Media: Do we really understand consumer’s preferences around social media, over devices and their usage of these new and evolving media? It’s all about the ‘me’ now, about recommending brands and buying through friends recommendations – so how do you influence users to buy from your brand?

Included here are video highlights and interviews from the summit, including Catriona speaking about: How apps are changing the way consumers use the internet.

The Fusion Marketing Experience, held in Brussels, will provide a 360 degree view on all interactive marketing trends; Social, eCRM, e-mail, customer engagement, content marketing, analytics and ROI. Keynotes and workshops with practitioners and experts will lead to a holistic view on how to engage the multi-channel customer and create value.

Richard Sedley, Commercial Director at Foviance, will be a keynote speaker of this first edition event and will be exploring Multi Channel Customer Experience and Engagement.

Key topics of the day will be:

• Changing customer behaviour in the social era
• Altering media consumption & buying patterns
• Evolutions in the channels people use to interact

The Institute of Customer Service Annual Conference, held at the London Marriot Grosvenor Square Hotel, consists of nine keynote speakers and six workshops. The focus of the 2 day event will be around improving profitability through employee engagement and choosing the right service model for your business.

Guy Stephens, Senior Consultant at Foviance, will be holding a workshop on How social media is influencing behaviour within customer service.

Other discussions include:

• Building your business model around customer commitment
• Why customer service needs to be at the heart of every strategy
• Retaining your reputation on a social media platform
• How customer service can can contribute to recovery from the downturn

The Social Media & Mobile Engagement Directors Forum, hosted by the Customer Engagement Club and sponsored by Foviance will discuss: How to create strategies and operations for social media and mobile devices. Including the ways these can drive business performance and improve customer and employee engagement.

Richard Sedley, Commercial Director at Foviance will be a keynote speaker.

His presentation will include:

• Meeting the mobile and social challenge
• How media and mobile became such important channels for customer engagement
• Key issues facing organisations who wish to maximise their use of these channels
• Examples illustrating pitfalls and best practice.

To view Richard’s slides from the day.

Did you manage to attend the Social Media and Mobile Engagement Directors Forum, held on Thursday 3 March? If you couldn’t make it, not to worry, we’ve included a few videos from the day.

We spoke with Wade Burgess and Hugh Griffiths, both key speakers at the event, as well as Chris Haynes, from Eurostar, and Sarah Green, from RM Education about the current social media challenges their organisations are facing. Enjoy!

Wade Burgess, Director LinkedIn 

• A brief synopsis of Wade’s presentation at the Social Media and Mobile Engagement Directors Forum

Sarah Green , Customer Experience Consultant RM

• What have you taken from today’s conference on Social Media and Mobile Engagement?
• What are the social media challenges RM are currently facing, particularly being in Education?

Chris Haynes, Marketing Intelligence Manager Eurostar

• What social media challenges are Eurostar currently facing?
• Mobile is changing the way people engage with companies, how are you responding to that?

Hugh Griffiths, Director Digital Potential

• Observations in social media: Past, present and future.

Richard Sedley, our Commercial Director, opened the Social Media & Mobile Engagement Directors Forum on Thursday with a fantastic presentation on Customer Engagement.

With the use of the internet and Google, customers can easily search for the cheapest, quickest and most convenient products and services out there, all at a click of a button. As customer expectations increase, companies are now feeling the need to deliver more and more. For example, the task of marketing has become harder as we now operate in such a transparent environment.

This is why the opportunities that unfold in the mobile sector are becoming areas that need to be addressed. Mobile is not the dumb internet; it has become so much more than just a phone.

A snapshot of why the future of engagement is mobile:

• Our level of attachment: It is without a doubt and worryingly our most personal relationship. With 67% of people taking their phone to bed with them, what other device has the ability to disrupt us in our sleep?
• Always by our side: Allows us to self-manage, wakes us up, alerts us for the dentist and provides instant access to the best things out there. There is no such thing as ‘dead time’ anymore; we always have something to do on our phone.
• Puts you in touch with new people: In a way that is socially acceptable and with people you might not normally engage with.

Take a look at the full presentation below.

This article, written by Guy Stephens, was originally published on BeingGuy1067 on 17/12/10 and is republished here with permission.

A colleague of mine @RichardSedley tweeted about Fuselab’s Montage the other day. ‘Montage’ is a new ‘web-based service that makes it fun and easy to create and share a visual album of the web on the topics you care about’. So I decided to give it a go and create a ‘montage’ or ‘A visual social customer care primer‘. Read more…