Social Email Marketing: From Fans and Followers to Customers and Advocates #SMMSF

Posted on Sep 28, 2010 in Conferences & Networking, Marketing, Social Media |

This presentation took place at the Social Email Marketing event, put on by Influence People with lead sponsor Constant Contact.  The conference took place on Friday, September 17, 2010 at the Hotel Nikko in San Francisco, CA.  Jacob explored changes in customer demands and expectations and looked at how organizations can work with the new “social customer” via Social CRM.

Jacob’s hatred of American Airlines made the presentation pretty hilarious.  I was unfamiliar with the concept of Social CRM, so this was really enlightening.  The speaker was:

  • Jacob Morgan, Co-Founder, Chess Media Group (@jacobm)

Bullet Point Review!

  • Email is just another marketing channel.
  • 43% of consumers say companies should use social media to solve customers problems.
  • Only 7% of organizations understand CRM value of social media.
  • #1 thing people care about when purchasing products are personal experiences.
  • Traditional CRM involves marketing, sales, and service & support all leading to the customer.
  • Social CRM rotates those three things around the advocacy and experience of the customer.
  • Building a powerful advocate is important no matter what channel.
  • Don’t bribe your customers, fix the problem.
  • Download a free white paper on SCRM at the Chess Media Group website

Here’s Jacob’s’ slide presentation: