Let's go to the Mattreses: My Social Strategy

Well all else has failed so what is the plan?

Briefly about Social CRM (customer relationship management) and social media. I understand that you are not all buffs on the subject nor want to be but in short with the creation and addition of social media technology and services such as Facebook and Twitter people are supposed to have been empowered and especially consumers.

Social CRM talks about companies engaging with customers and having a dialogue with them. It is of course going to be used as a marketing channel for companies but there should be a shift in the traffic of the conversation from one way like traditional advertising such as tv commercials to a more interactive and communicative strategy and style.

Customers should be able to get service on their terms and through the channels that they specify and not based upon what the service provider deams. Consumers are able to leverage the power of social media to receive outstanding service. This can be beneficial of course to the company and also when bad service is received can be negative.

The purpose of my social marketing strategy in this case is to achieve my goals.

1. Force IF to change their decision regarding my claim :-)
2. Prove that social media can be used in Finland to empower consumers more than before
3. At least cause some pain and embarass IF publically and damage their brand regarding their poor customer service if they do not respond positively to this type of customer support request
4. Highlight and warn stakeholders in Finland particularly about issues with IF insurances 
5. Create an internal stimulus for IF to improve their internal systems, process and products to meet consumer needs.

For a little bit of fun here is a story of how social media in conjunction with a good CRM system can be used well by a company.

http://shankman.com/the-best-customer-service-story-ever-told-starring-mortons-steakhouse/

Strategy:

1. Document the story: This blog is that :-)
2. Make IF aware of the story on their own social media where all their fans can see how it is handled.
• If facebook
• IF twitter
3. Try and gain support across the board  by communicating and utilising my own social media channels
• The truth about IF: Twitter account (number of followers is important as are retweets and mentions)
• This Blog (comments, tweets and likes)
• My own personal twitter/facebook account. (to get the ball rolling)

OK so that is it all i need to do now is apply this simple strategy and see what happens :-)