Use Social and Viral Technologies to Supercharge Your Customer Service!
Use this book to bring true business discipline to your social media program and align with your organization’s goals. Top branding and marketing expert Olivier Blanchard brings together new best practices for strategy, planning, execution, measurement, analysis, and optimization. You will learn how to define the financial and nonfinancial business impacts you are aiming for--and achieve them. Social Media ROI delivers practical solutions for everything from structuring programs to attracting followers, defining metrics to managing crises. Whether you are in a startup or a global enterprise, this book will help you gain more value from every dime you invest in social media.
You’ll learn how to:
Align social communications with broader business goals and functions
Plan for effective performance measurement
Establish clarity of vision, purpose, and execution
Implement guidelines and operations for effectively managing social media
Get started by “listening before talking”
Integrate social media into long-term marketing programs, short-term campaigns, and brand initiatives
Use social media to deliver real-time, optimized customer support
Leverage mobility and the “on-the-fly” social media culture
Measure FRY (Frequency, Reach, and Yield)

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