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As famously remarked by Tim Cook, CEO of Apple, "We're not really a social-media company. We're a platform, and we think really deeply about human connection." Simply put, a well-crafted Social Media Strategy is an integral part of a holistic Digital Transformation agenda that aims to create meaningful connections with customers in the digital age.

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Flevy Management Insights: Social Media Strategy


As famously remarked by Tim Cook, CEO of Apple, "We're not really a social-media company. We're a platform, and we think really deeply about human connection." Simply put, a well-crafted Social Media Strategy is an integral part of a holistic Digital Transformation agenda that aims to create meaningful connections with customers in the digital age.

Essence of a Social Media Strategy

A successful Social Media Strategy is about leveraging social media platforms to facilitate a two-way conversation with stakeholders, primarily customers. In essence, it is about fostering Operational Excellence in digital channels of engagement. An effective strategy focuses on creating engaging content, tailoring communication to each channel, actively listening, analyzing audience behavior, and continuously iterating the strategy to continually improve engagement.

Mapping Objective to the Right Social Media Platform

It is essential to choose the right channels that are in line with the company's strategic objective. For example, if the goal is brand awareness, Facebook boasts the largest audience base and is an ideal choice. However, for a B2B company looking to show thought leadership, LinkedIn would be more suitable.

Defining Success Metrics

For your Social Media Strategy to contribute to Performance Management, it is crucial to define success metrics that align with business goals. Common metrics include reach, clicks, engagement, hashtag performance, organic and paid likes. Remember, what isn’t measured can't be improved.

Listening and Engagement

A successful Social Media Strategy moves beyond simply posting content and involves active listening and engagement.

Building a Consistent Brand Image Across Platforms

Consistency in the brand story, visuals, and voice across all platforms enhances brand recognition and credibility. Maintaining consistency is part of Strategic Planning for any brand’s digital presence, irrespective of the social media platform.

Regular Analysis and Iteration

Consistent analysis of social media metrics, audience behavior and content performance is key to refining and improving the overall strategy. Regular Risk Management in the form of crisis control plans is also critical.

Looking Ahead - The Evolution of Social Media Strategy

As we look ahead to the future, the role of social media in a company's marketing and communication strategy is set to become even more prominent. With the rise of AI and machine learning technologies, businesses will have an opportunity to better analyze their social media performance and improve customer targeting. Also, as social media platforms continue to change their algorithms, marketers will need to be agile and quickly adapt their strategy.

While the aforementioned principles are a great starting point, executives must remember that a successful Social Media Strategy is highly contextual and requires an in-depth understanding of their target audience's behavior on social media platforms. Lastly, it should be remembered that an effective strategy is not about being on all platforms but being impactful where you choose to be.

For effective implementation, take a look at these Social Media Strategy best practices:


Explore related management topics: Digital Transformation Customer Service Operational Excellence Strategic Planning Performance Management Risk Management Machine Learning Agile Digital Marketing Strategy Artificial Intelligence Cyber Security Big Data Cloud Mobile Strategy Data & Analytics Internet of Things Robotic Process Automation Industry 4.0




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