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How to Build Community and Create Customer Advocacy on Social Web

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Michael Brito | Zeno Group
Michael Brito | Zeno Group

The document discusses how brands can build community and customer advocacy on social media. It notes that customers need to hear messages from brands 3-5 times before believing them. It also discusses how social customers can have varying levels of engagement from minimal participation to being advocates that influence others. The key is for brands to have kick ass products, superior customer service, proactive community engagement, and good relevant content in order to meet customer expectations on social media.

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How to Kick Ass & Take Names Build Community Create Customer Advocacy On The Social Web Michael Brito| @Britopian SVP, Social Business Planning, Edelman
How Does The Social Customer Behave? ,[object Object],[object Object],[object Object],Holler at me @Britopian on Twitter
The Social Customer & Brand Experience BRAND IMPACT GOOGLE PRODUCTS & SERVICES MINIMAL PARTICIPATION (FRIENDS, FANS 7 FOLLOWERS SHARE CONTENT WHEN CONVENIENT MAY POST A REVIEW (POSITIVE AND NEGATIVE) AID AND INFLUENCE THEIR MICROCOMMUNITIES DOWN THE PURCHASE FUNNEL THOUGH ORGANIC CONVERSATIONS Holler at me @Britopian on Twitter
[object Object],[object Object],[object Object],The Advocate Purchase Funnel Holler at me @Britopian on Twitter
Social Customers Influences Purchase Holler at me @Britopian on Twitter
Holler at me @Britopian on Twitter
Optimizing The Hub & Spoke ,[object Object],[object Object],[object Object],[object Object],[object Object],The Hub ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Holler at me @Britopian on Twitter
It’s not necessarily about the network Holler at me @Britopian on Twitter
It’s about people … ,[object Object],[object Object],Holler at me @Britopian on Twitter
So, how we do live up to customer expectations ? Holler at me @Britopian on Twitter
Kick Ass Products Holler at me @Britopian on Twitter
Superior Customer Service Holler at me @Britopian on Twitter
Proactive Community Engagement Holler at me @Britopian on Twitter
Good, Relevant Content Holler at me @Britopian on Twitter
Listening to the social customer without any type of action is worse than not listening at all - @britopian
Sometimes It’s The Little Things Holler at me @Britopian on Twitter
Sometimes It’s The Not So Little Things Holler at me @Britopian on Twitter
Sometimes It’s A BFD … Holler at me @Britopian on Twitter
It’s All About Action Holler at me @Britopian on Twitter
Some Tools For Ass Kicking - @simplymeasured Holler at me @Britopian on Twitter
Holler at me @Britopian on Twitter Some Tools For Ass Kicking - @crowdbooster
Holler at me @Britopian on Twitter Some Tools For Ass Kicking - @fancorps
Holler at me @Britopian on Twitter Some Tools For Ass Kicking - @bufferapp
Don’t Forget Google… Holler at me @Britopian on Twitter
Key Takeaways: ,[object Object],[object Object],[object Object]
[object Object],[object Object],[object Object],[object Object]

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