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Key Points From #csmb2c Social Media Conference (Storify)

June 27, 2012 By 2 Comments


Key Points From the #csmb2b Conference

Storified by Mike McGrail · Tue, Jun 26 2012 19:29:37

Up and at them for #csmb2c looking forward to the sessions!Mike McGrail
I’m here #csmb2c http://instagr.am/p/MSfyigRrwT/Becki Scott
Yet another social media conference with a half female audience and an all male panel #csmb2b #csmb2c #sighSam Mesquita
Barclaycard advocate a central social hub for global markets to ensure quality. #csmb2cMike McGrail
Social media channels cannot be controlled and regulated by company policies anymore #csmb2c http://twitpic.com/a0bht7Michael Kriek
Thanks to social media all employees can be marketeers #csmb2b #csmb2cMichael Kriek
Philips – you need to get your CEO on board or the culture will not shift adequately to adopt a social outlook. #csmb2cMike McGrail
Barclaycard – we have an editorial team that comes together to decide what content will go on platforms #csmb2cMike McGrail
Philips – most boards have people on them them get social – make sure you get them on board ASAP #csmb2cMike McGrail
@mike_mcgrail #csmb2c getting the MT onboard may well be one of the biggest challenges in this areaMichael Kriek
#CSMB2C reverse mentoring, fantastic. Exec level buyin so very important. Vijay, brilliant.Robert Allan
Philips – most big companies have processes I’m place for dealing with issues, social needs to slot in, but quicker. #csmb2cMike McGrail
Recurring theme – work in partnership with legal on governance issue in social media. Find common understanding #csmb2b #csmb2cStuart Handley
GE have customer forums lead by external advocates that actively answer customer issues #csmb2cMike McGrail
Barclaycard – if agencies are to be successful working w/ brands on social they have to be nimble & an extension of team #csmb2cMike McGrail
The sheer quality of content from Red Bull and Burberry is making the rest of us look bad #csmb2b #csmb2cSam Mesquita
@mike_mcgrail @buenosam Yes, but not everyone has the budgets of Red Bull & Burberry #csmb2b #csmb2cCraig McGill
Glaxo – we use Yammer internally and have let staff use it as they see fit. They’ve embraced it in the right ways. #csmb2cMike McGrail
Philips – ‘super fans’ are a great asset, but you need to work out how to embrace them #csmb2cMike McGrail
Summary of first panel via @ygourven: [En] social media governance: necessary evil http://wp.me/pfXk-Jb #csmb2c c/c @UsefulSociaRollingTalks
Key Challenge in financial services being able to scale and resource as social media coverage grow @benpadley Barclaycard #csmb2cJames Baldwin
Heineken spent 2 years building out foundations of strategy. Things "you don’t talk about at dinner" but you need to get right #csmb2cStuart Handley
Heineken – team of 40 look after social. Everything has to be ‘social by design’ #csmb2cMike McGrail
If you haven’t, check out Star Player by Heineken, superb use of tech #csmb2cMike McGrail
Wow, Heineken generated 4.3bn page impressions from their Serenade campaign… seriously?? #csmb2cMike Spradbery
#csmb2c how to rate your own content. Try finding out what your fans/customers are interested in and building around that first…David Parkinson
Heineken – if you have a great shareable idea it needn’t cost a lot. #csmb2cStuart Handley
Heineken focus on global influencers – involves lots of desk research and investigating which blogs have right tone and audience #csmb2cAlistair Wheate
[En] social media is like pinball wizardry Heineken social media head says http://wp.me/pfXk-Jh #csmb2c c/c @UsefulSocialYann Gourvennec
Anna Ketting takes the stage from KLM – 70% of bookings traced back to paid media #csmb2cAlistair Wheate
KLM – the ash cloud debacle was the perfect way to show KLM management the power of social #csmb2cMike McGrail
Ash Cloud transformed KLM’s approach to social media. 24/7 team manned twitter to help keep customers informed http://pic.twitter.com/M89HfrUq #csmb2cAlistair Wheate
KLM – great 3 strategic pillars for its social – customer service 1st; brand living in comms and commerce thro social #csmb2cStuart Handley
KLM – fly2miami a great idea. Direct response to customer feedback. Putting on flight ’cause tweeters called for it. Themed etc. #csmb2cStuart Handley
The suitcase principle: you can do all the cool social business stuff you want, but if you don’t get basics right you’re lost #csmb2c #KLMAlistair Wheate
KLM – Meet and Seat and Trip Planner nice social apps illustrating value add to brand conversation #csmb2cStuart Handley
In India you can’t get your brand anywhere without a #Bollywood brand ambassador says @Dave_Nissan #csmb2cAlistair Wheate
Indians mainly accessing internet via 2G mobile and work computers. Facebook has succesfully displaced Orkut as top network #csmb2cAlistair Wheate
Clear from Nissan’s presentation that India is such a cultural anomaly, plus the fact that tech is still at 2g levels. #csmb2cMike McGrail
In India PR is king. But you have to buy it – papers come ‘wrapped’ in Bollywood supplements which you have to pay to be in #csmb2cAlistair Wheate
"It’s hard to be Social externally if you aren’t Social internally". SoMe starts with an ipen internal mindset. @smcrae #csmb2c #csmb2cBjörn Ühss
SAS use LEIA framework for #socialmedia strategy. Listen, Engage, Involve, Analyse says @ckamhaug #csmb2cAlistair Wheate
SAS had a plane and needed to decide where it should. So they asked the audience! Alanya, Turkey was the winner #csmb2c great buzz and PRAlistair Wheate
SAS – we are now aiming to crowdsource almost everything & have designed a site to facilitate it #csmb2cMike McGrail
A few takeaways from Justeat takeaway online service #csmb2c http://wp.me/pfXk-JIYann Gourvennec
Attention! Facebook, twitter etc are platforms, not channels! Social media is the channel. Really winds me up! #csmb2cMike McGrail
This should be good – @richardayers sharing his experiences working with ManCity and BFI #csmb2cAlistair Wheate
"@mike_mcgrail: Man City – we have 90% complete views on our videos, even those that are 12 mins long #csmb2c" wow. Secret?David Parkinson
O2 – we have one purpose for social – continual conversation and aim to be useful, fun and interesting #csmb2cMike McGrail
Nokia have stream of social data in public areas of their offices. All staff see what customers are saying #csmb2b #csmb2cSam Mesquita
Nokia using private Facebook groups for internal collaboration employees already there & cheaper than Yammer – its Free! #csmb2b #csmb2cLiam Gooding
Nokia France offered a discount coupon for a Like on FB. Low volume but Nokia embraced as a test, "you have to test these things" #csmb2cLiam Gooding
#csmb2c looks like iPads are standard issue at any social event these daysChris Harrison
‘You need your people,agencies,IT and top management to embrace digital to succeed’ Solanki #csmb2cCarla Eid
Verizon used a crowd sourced innovation platform to drive R&D #csmb2c #csmb2bLiam Gooding
5 key themes to digitalisation 1)CEO & C-Suite 2)Marketing Teams 3)Digital Capability 4)Marketing IT 5)Connected Products @vijaysol #csmb2cJames Baldwin
Solanki ‘Philips mission is to digitise our product offering, its more than about building apps, but about building ecosystems’ #csmb2cCarla Eid
Philips digitising ‘dumb’ products using sensors alongside smartphone apps #csmb2cLiam Gooding
Betfair hates Grand National day. At 30,000 bets per minute they’re likely to lose money on all the "housewife betting" #anecdote #csmb2cLiam Gooding
’2.2 billion bets taken through the mobile platform’ @c_harro. Wow! #csmb2cCarla Eid
Betfair regulated industry prevents using the FB social graph, more about being around the conversations #csmb2cLiam Gooding
Betfair: 4 updates a day is optimum for us. Use a conversation calendar to stay relevant with upcoming events #csmb2cLiam Gooding
Betfair already tracking all Google SEO algorithm updates into social strategy #csmb2c #csmb2bLiam Gooding
Betfair ‘conversational calendar’ breaks down every channel and every day. Daily 15min meeting to manage it. Real time content #csmb2cSam Mesquita
Need to know your company REALLY well to do international social media well. Meet the local markets and develop from scratch #csmb2b #csmb2cSam Mesquita
3 Tests of whether to go local or global. Effectiveness, consistently, efficiency #csmb2b #csmb2cSam Mesquita
Not telling Local what to do. Allow them to fail. Centre just shares knowledge and prevents duplication of tech/design costs #csmb2b #csmb2cSam Mesquita
Leadership helps countries collaborate to save costs, and share successes and failures #csmb2b #csmb2cSam Mesquita
.@ygourven says social media is like dogs. 1 year is like 7 years #csmb2b #csmb2cChris Heffer
.@ygourven says put more emphasis on what content you produce and not what network you put it on #csmb2cChris Heffer
Top tip off @ygourven on @orange slideshare, use a massive #QR codes on your slides to direct people to somewhere on the web #csmb2cChris Heffer

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About Mike McGrail

Mike McGrail is the owner of The Social Penguin Blog. He is in the process of setting up a digital marketing and communications consultancy. He likes scotch and leather-bound books. Follow Mike's ramblings on Twitter. He also resides on Google Plus here.

  • http://www.scanair.no/ Christian Kamhaug

    Was I just not paying attention, or was there very little talk of ROI and actual results beyond likes and engagement? I cannot buy fuel with likes!

    • http://www.thesocialpenguinblog.com Mike McGrail

      Hi Christian!

      Yes, there was very little talk of ROI – I wonder how many of the brands are effectively tracking it…