Social Media: Strategy, Tactics & Analytics

Social media - Facebook, Twitter, Linkedin and YouTube - have transformed the way we interact with our customers, friends and family. Customer Service, PR and marketing strategies must adapt to this sociological change.

World-class organisations listen to their stakeholders and take action on what they tell them. Social media enables anyone to have their opinions heard. Social media has also blurred the boundaries between customer service, PR and marketing. Brands can not only offer customers a better service by interacting with them on a more personal level, they can also create positive PR for the brand and reach a greater audience through at very little extra time and cost. But, social media is a double edged sword opening up both risks and opportunities.

This training course will enable you to:

• Map the opportunities and threats to your organisation presented by social media
• Create a coherent social media strategy
• Develop a focused action plan to execute effectively on your strategy
• Future proof your plan by the appropriate use of technology
• Evaluate the effectiveness of your social media

By the end of this training course, participants will be able to:

• Build a framework to assess social media contribution to achieving business goals.
• Familiarize themselves with the range of social media tools and match them to the tasks that your plan demands
• Learn how to assess the impact of social media and its ROI
• Acquire an in-depth knowlbdge of the key aspects of social media vision, policy, governance and operation.
• Learn how to identify issues and develop a rapid crisis response plan

This training course is suitable to a wide range of professionals but will greatly benefit:

• Anyone in a customer service, PR or marketing role
• Leaders, Managers, Supervisors
• Those who wish to learn more about strategies for improving effectiveness in change, greater customer involvement and dealing with greater risk of crises

The training course is fast-paced, fun and highly interactive. It will enable and encourage participation from all who attend, through a rich mixture of content input, group discussion, case studies practical exercises, video and use of the internet. Delegates will be taught how to communicate effectively with target groups and will have the chance to practice what they learn.

• AZTech Certificate of Completion for delegates who attend and complete the training course