Consumer-centric organizations know that social media can be used to engage with customers, leading to increased satisfaction and the acquisition of new customers through the power of viral marketing - yet relatively few firms do it well. David presents a practical guide for any organization that aspires to create direct, deep, rewarding relationships with its patrons and prospects. David demonstrates how a range of Web 2.0 tools and techniques can be used to start and sustain conversations and humanize the organization in the eyes of those it seeks to serve. For more info on this, get David's book, Face2Face: Using Facebook, Twitter, and other social media tools to create great customer connections!

1. Social Media
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for customer
david lee king | topeka & shawnee county public library | davidleeking.com
connections

2. flickr.com/photos/30008935@N00/417833522/
problem:
we haven’t
embraced the
social web

3. we have
the tools
flickr.com/photos/safari_vacation/6257284524/

4. not quite
sure how
to use
them!

5. So, what do you think
about our library?
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6. What's missing?
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face2face
interaction

7. how online
engagement
works
flickr.com/photos/23697075@N03/3010947232/

12. flickr.com/photos/niallkennedy/667670285/

13. 3 ways to
transform into a
face2face library
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14. 1.
listening
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15. why listen?
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16. what to
listen for
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17. responding
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18. listening in
Topeka
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19. 2.
basic
communication
(online)
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20. conversational
writing

21. add pictures
& video

22. add pictures
& video
[like this]

24. be “you”
online
[“you”]

25. pics of staff
new stuff
customers!

26. where are
the people?
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27. 3.
“doing”
community
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28. we get this

29. flickr.com/photos/53472606@N00/2751815892/
less control here

30. respond
to critics
flickr.com/photos/41987260@N00/3634805732/

31. listen first
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32. admit &
apologize
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33. be nice
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34. be quiet
(i.e., don’t
respond)
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35. develop a
thick skin
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36. where to start!
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37. ask
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38. set goals
& strategy
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39. who does the
work?
flickr.com/photos/aboutmattlaw/3673332299/

40. measure success
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41. flickr.com/photos/94852245@N00/4338268272/
creating great
customer
connections
starts with you!

42. thank
you!
davidleeking.com