Using the power of social media

"I wish that I could use the massive power of social media in my business to deliver results instead of being at the mercy of user generated discontent.

But there is so little expertise available"

Internet usage has reached a mature stage in South Africa with nearly 4 million users who have been online for more that 5 years. International and local research has shown declining levels of consumer trust in advertising and PR, less time, less attention and at the same time, better communications, product parity and media proliferation. This has put the customer in change.

Social media is a very important force shaping the marketing landscape, but as much as it is a threat it is also a huge opportunity.

The backbone of the PiKE intervention is the deployment of state of the art but proven local social media technology in a closed, private or gated community.

We have proven expertise in building virtual communities and have the ability to use the power of the technology to implement CUSTOMER INTIMACY, (built on Talking, Transparency and Trust). The approach has an internal and external leg which can be implemented independently and according to your requirements.

The internal leg of delivering customer intimacy is creating EMPOWERED CUSTOMER FACING STAFF able to deliver the brand by:

. Building a brand community linking the informal networks across an
organisation and across the country.
. Building teams in an online/offline environment.
. Short circuiting long hierarchical communications channels, bringing
the brand essence close to those delivering it.
. Influencing culture.
. Unearthing hidden talent.
. Creating a sense of belonging/community.

From the external or customer/marketing/brand point of view it is creating ENGAGED CUSTOMERS through:

. Customer conversations.
. Customer generated branding.
. Customer innovation - customers innovating solutions.
. Customer experience management.
. Marketing research and concept testing
. User groups.
. Brand advocacy.

Our proposition is the combination of marketing thought leadership and the delivery of our proven expertise in designing and developing virtual communities and sparking the interactions to make them work.

Our impact is measured by:

. Improved staff retention.
. Consistent understanding of the brand.
. Delivery of a consistent customer experience across all customer
touch points.
. Improved customer satisfaction and loyalty.
. Brand advocacy.

This translates into a improvement of the brand position and sustainable market share improvement, an investment with massive returns.

The cost will surprise you.

But will it work for you?

Are you are involved in marketing or organisational change in organisations with a high involvement product or service brand or category?
OR
Do you deliver your service through a dealer, franchise or branch network.
OR
Have a need to influence or build your corporate culture for example at start up or after a merger.
OR
Are you driven to achieve exceptional customer service.
OR
Coordinate a diverse supplier network.

For example: Automotive, Financial Services, Hospitality, Restaurant chains, Real Estate, Petroleum, C-Stores, Retail and Office automation.