Listening To Your Audience
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Slides from my "Listening To Your Audience" presentation at SMX Social Media Conference 2014 in Las Vegas.
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Listening To Your Audience
- 1. How to Turn Brand Haters Into Evangelists Nikki Fica CEO/Founder, Social Media Facelift. LLC SMX Social Media Conference 2014 (#smx #13A)
- 2. Meet Nikki Fica CEO, Founder of Social Media Facelift. LLC @NikkiFica @SM_Facelift
- 3. Hate is a BIG word HATE
- 4. Who are your haters? Someone unsatisfied with prior services Competitors Jealous people Negative people
- 5. Who are your haters?
- 6. Who are the evangelists? Current consumers Friends and Family Future consumers People you haven’t reached out to yet
- 7. Who are the evangelists?
- 8. Bringing it back to grade school • Who? Are they a new user? Are they a previous consumer?
- 9. Bringing it back to grade school • Who? Are they a new user? Are they a previous consumer? • What? What did they say? What was the context?
- 10. Bringing it back to grade school • Who? Are they a new user? Are they a previous consumer? • What? What did they say? What was the context? • When? Did they reach out recently? Is this a pending matter?
- 11. Bringing it back to grade school • Where? • What social media platforms did they reach out through? Was it public or private?
- 12. Bringing it back to grade school • Where? • What social media platforms did they reach out through? Was it public or private? • Why? What was their reasoning? Do they want something out of it?
- 13. Bringing it back to grade school • Where? • What social media platforms did they reach out through? Was it public or private? • Why? What was their reasoning? Do they want something out of it? • How? How do you plan to respond?
- 14. Are they worth it?
- 16. L = Listen
- 17. L = Listen • Use social listening tools TweetDeck, Mention, BuzzSumo, Google Alerts, spiderQube, and many more • Go above and beyond – search relatable terms, misspellings, hashtags • Research!
- 18. A = Acknowledge
- 19. A = Acknowledge • Be quick and responsive • Provide outstanding customer service • If you cannot solve the problem right away, let them know you will get the answer promptly
- 20. S = Solve
- 21. S = Solve • Online or offline? Weigh their temperature • Listen before answering • Be accountable • Use psychology – what do they want out of this? To be acknowledged To bring it to your attention To get freebies/something out of it Ulterior motives Nothing • YOU CAN’T MAKE EVERYONE HAPPY!
- 22. T = Thank
- 23. T = Thank • Thank them for bringing the matter to your attention • Encourage them to like/follow your page • Thank them for continued service
- 24. Follow Up
- 25. Follow Up • Be a leader • Consistency • Continued follow up • Build trust • Like/Retweet/Share • Continued listening/engagement • YOU MAY NOT BE ABLE TO BUILD AN EVANGELIST OVERNIGHT – BE PATIENT
- 26. Thank you! Keep in touch! @NikkiFica