Social Media is a powerful and important tool for marketing your business or organization. View this presentation to learn how to utilize social media platforms such as Facebook, Twitter, and YouTube more effectively.
8. Vincent Ferrari called
AOL to cancel his
membership.
It didn’t go
well.
He recorded it and
put it on his blog.
It ended up on YouTube. Then the Today Show.
Then the New York Times and thousands of websites.
9. The AOL Customer Service representative was fired.
LOTS of bad publicity.
Thousands of customers left. Thousands
more likely decided not to go with AOL.
AOL fined $1.25 million by the State
of New York for these practices.
10. This Can Happen to Small Businesses!
I saw this Facebook post that a friend of a friend
created. It described poor customer experiences
and named names. Thanks to the viral nature of
Facebook, it was seen by hundreds of people!
11. Why can't you get good service in [ ]?
1. I was at [ ] Lumber the other day close to an hour with 3 things on my list. NOT 1
person asked if I needed help. I was all over the store looking for these items. After getting
put out by the lack of service, I put everything back that was in my cart and walked out.
UGH!
2. Was at [ ] with a friend the other night. After 10 min of waiting for service I walked
up to the waitress station and asked if I could get drinks and menus...The waitress looked at
me like why are you bothering me? Can't you see I'm busy visiting with the bartender. UGH!
3. At [ ] Eye Care I got called 3x by the DOCTOR making sure I had enough money to
pay for my appt. Cash or debit card only...are you kidding me? Definitely cancelled my
appointment and won't ever go back...
12.
13. MYTH #1:
The
Medium
is the
Message
SOCIAL MEDIA MYTHS
14. Just because
you’re using
social media
doesn’t mean
anyone will
care. You have
to do it well.
SOCIAL MEDIA MYTHS
15. MYTH #2
‘Let’s
create
a viral
marketing
campaign’
SOCIAL MEDIA MYTHS
16. That’s not how
‘going viral’
works. You
can’t control
what people
will share.
SOCIAL MEDIA MYTHS
30. Have A GOAL In Mind
Web Traffic
Event Attendance
New Customers
Program Participation/Awareness
31. 80/20 rule
80% should be beneficial for your fans:
helpful articles, exclusive details,
personal interaction, etc.
Only 20% should
be promotional
32.
33. Great features for
businesses & groups
Over 70% of US internet
users are on Facebook
2nd most visited website
(behind Google)
750 million active users
(US Population = 307 million)
37. Profile vs Page
‘Friend’ Requests ‘Fans’
Friend Limit No Fan Limit
Visible to Friends Visible to Anyone
ONLY for people For
businesses, products, celeb
rities, groups, etc.
44. Know your business
What is your unique voice?
What value will you offer your fans?
Know your audience
What content are they interested in?
What would engage them?
Know your goals
Raise awareness?
Increase sales?
STRATEGY
70. More than 2 billion views per day
35 hours of video
uploaded every minute
More video uploaded to YouTube in 60 days than the
three major US television networks created in 60 years
71. Why YouTube?
Easy & Cheap to Create & Upload
Gives your business a personal touch
Allows for greater interaction
with your target audience
72. What to post
Podcasts & Interviews
Product/Service/Site Tours
How-To Videos
73. Best Practices
Keep it short (1 – 3 minutes)
It doesn’t have to be professional quality
Share it on your website, FB, Twitter, etc.
88. Address customer
concerns and issues
Make changes in response
to customer feedback
Let them know changes
have been made
Reward good customers
Notas del editor
This happened in 2006. 5 years agoGoogle AOL Customer Service and see what’s near the top.
Over 100 miles awayI don’t know this person. A Facebook friend commented on their note and it came up on my newsfeedThat friend of mine has 699 other Facebook friends who saw this, not to mention the friends of the original poster and others who commented.
Over 100 miles awayI don’t know this person. A Facebook friend commented on their note and it came up on my newsfeedThat friend of mine has 699 other Facebook friends who saw this, not to mention the friends of the original poster and others who commented.
It doesn’t take much more time to do things rightA lot of what we’ll see today takes very little time to keep up
It doesn’t take much more time to do things rightA lot of what we’ll see today takes very little time to keep up
This is a good exampleThese customers don’t have to tell anyone, its on the FB wall for all to see!DON’T DELETE negative comments or criticism. Address it quickly and try to resolve any issues.
You don’t have to be a social media user to benefit from the conversationsLISTEN to what your customers are saying about you, your competitors, or your industry
BAD EXAMPLE
Set up KeywordsGet Emailed alertsCheck on business mentionsWatch trends affecting your target market
Searches Facebook, Twitter, Fickr, YouTube, and many other sites
Take customer suggestionsAnswer questionsResolve ComplaintsDAMAGE CONTROL