Social media Science
Fayrouz Al-Qutt
Head of Social media marketing at School Of Marketing
Idea Cloud
Social Media Marketing
Science
MARKETING GENERATIONS
Marketing 1.0
Product centric
Marketing
“Logic”
Marketing 2.0
Marketing 3.0
Customer centric
marketing
“emotions”
Culture Centric
Marketing
“culture”
MARKETING 3.0
Inbound
Marketing
Complete
Methodology
INBOUND MARKETING TOOLS
Social Media
Science
Networks
SOCIAL MEDIA
 What
is social media !!
The World’s Biggest Cocktail
Party
SOCIAL MEDIA
 What's
1.
2.
3.
4.
Social Media Can’t Do
Can NOT make up for a bad product or
company
Social media will NOT lead to overnight sales
success
Social media is NOT for free
Social media Isn’t by luck.
SOCIAL MEDIA SCIENCE
Lesson 1
Invite you Customer to be
your First Fans
LESSON 1 #
INVITE YOU CUSTOMER TO BE YOUR
FIRST FANS
Like us on
Facebook
Ask your
Question
at anytime
Lesson 2
Smart Segmentation and
Smart Targeting
Lesson 3
Think – Act – Like your
customer
Lesson 4
Listen First and Never Stop
Listening
Lesson 5: Engage
Respond Quickly to All bad comments
Respond Quickly to All good comments
Admit when you screw up
Should I ask a lot of questions
Lesson 6
Be Authentic, Honest and
Transparent
Lesson 7
Tell stories and Inspire
your customers to share
stories
Lesson 8
Deliver Excitement,
Surprise and Delight
Lesson 9
Don’t Sell
Lesson 10
Integrate SM into the entire
customer Experience
“who should use social media”
WHO SHOULD USE SOCIAL MEDIA IN
THE COMPANY:
Advertising
 Marketing
 Public relations
 Customer service
 Operations
 Sales
 Research and development
 Senior management/CEO
 Information technology

Lesson 11
Provide Values
(Yes, For Free)
TIME TO PLAY: BOXING
Customers

Social media Team
Each has a complain

Each has 1 chance to
reply
Jury
After each turn they raise either
Green Card: (CUSTOMER STEP DOWN)
Red Card: (Responder STEP DOWN)
Start NOW