If content is king, then certainly customer experience is an integral part of the royal court. As companies everywhere invest in content marketing strategies, true social business pros know that the next level is figure out how to use content to better engage audiences. Excellent content marketing shouldn’t be a separate endeavor from mastering the best customer experience. How does your content actually inform the way your customers interact with your brand? What message is your content sending to your audience, and how is it affecting their purchase decisions? 

 Join our panel of experts as they discuss: -Ways content marketing can meet your customers’ unique needs and expectations 
 -How to use what you know about your customer to shape your content strategy 
-Examples of brands that make wise content decisions to create a singular experience for their customer

1. Where Content Marketing Meets
Customer Experience
#SMTLive

3. #SMTLive
Join the Conversation…
Follow along and share
your thoughts on
Twitter at #SMTLive
Submit your
questions in the
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Our Speakers
Paul Dunay is an award-winning B2B marketing expert with more than 20 years’ success in generating demand
and creating buzz for leading technology, consumer products, financial services and professional services
organizations. Paul is the author of five “Dummies” books including Facebook Advertising for Dummies (Wiley
2010), and Facebook Marketing for Dummies 3rd Edition (Wiley 2012). @PaulDunay
Jamie Turner is an internationally-recognized author and marketing expert who has helped The Coca-Cola Company,
AT&T, CNN and other global brands tackle complex marketing problems. He is the CEO of 60 Second Communications,
a full-service marketing agency and is the founder of 60SecondMarketer.com, an online magazine that provides tips
and techniques for marketers around the globe. Jamie is a regular guest on CNN and HLN on the topics of social media,
mobile marketing and branding. @AskJamieTurner
Joyce Sullivan is the Founder and CEO of SocMediaFin, Inc., a social media consultancy that provides leadership
training for financial services, non-profit organizations and specialty firms. Her firm provides social media strategy and
policy development, social media program development and management, as well as training and talent development
programs. Joyce is also an Adjunct Professor of Social Media and Communications at Baruch College in the School of
Public Affairs. @JoyceMSullivan
Nicole Kroese is the Marketing and Partnerships Director at Likeable Local, a fast-growing startup with a social media
marketing solution for small businesses and entrepreneurs. Nicole is passionate about helping small and large
businesses alike leverage the power of social media to grow. At Likeable Local, Nicole has created an effective
marketing funnel that’s increased both company leads and sales multifold and launched a program helping to scale
Likeable’s customer base through strategic partners. @NicoleKroese

5. #SMTLive
The Five Questions ~
① Brand
② Message
③ Audience
④ Tool
⑤ Journey
①Who are you?
②What do you have to say?
③Who are you trying to reach
④How do they want to be reached?
⑤Once you connect, what’s your plan?

6. #SMTLive
Content Marketing and Regulated Industries
For regulated industries, social
media content needs to follow
compliance social media
guidelines.

7. #SMTLive
Content Marketing and Regulated Industries
Recordkeeping Disclosures
Advertising Communication
Supervision Training

8. #SMTLive
Great Content Moves Faster
When the Brakes Are Better!

9. #SMTLive
RELEVANCY:
where customer experience
meets content marketing.

10. #SMTLive
TOP 5 REASONS YOUR CUSTOMERS
WANT TO FOLLOW YOU ON SOCIAL
1. Promotions and discounts
2. To stay in the know
3. Customer service
4. Entertaining content
5. Ability to offer feedback
*Edison research team

11. #SMTLive
1. FOLLOW THE 10 COMMANDMENTS
OF CONTENT CREATION
**From our Free eBook : SocialContentEBook.com **
1. Give your followers a reason to engage
2. Think positive
3. Remember to K-I-S-S (Keep It Simple, Stupid!)
4. Have a Conversation
5. Ask Yourself: Is it Sharable?
6. Know How to Properly Curate
7. Be Mindful of the 4-1-1 Rule
8. Keep It Timely
9. Use Visuals To Enhance Your Message
10.Tell a Story

12. #SMTLive
2. KEEP THE CONVERSATION GOING
Listen & Respond
Regardless of your industry,
responsiveness always counts.

13. #SMTLive
Content Marketing and Customer Experience
• The first step towards
virtually any marketing
transaction is to create an
emotional response in the
mind of the prospect.
• When an emotional
response happens, a
memory is formed.
• When a memory is
formed, a brand
impression happens.

14. #SMTLive
Content Marketing and Customer Experience

15. #SMTLive
Content Marketing and Customer Experience

16. #SMTLive
Content Marketing and Customer Experience

17. #SMTLive
Content Marketing and Customer Experience

18. #SMTLive
Key Take Aways
• The first step is to think through what emotion you’re
trying to generate in your campaign.
• Then, you can think through the distribution channels.
Will it be traditional social via YouTube or a blog? Or will
it be via a new channel such as mobile or native
advertising?
• Finally, be sure to test your way to success. The only
way to guarantee positive momentum is to track the
results of your campaign so you can make
enhancements or adjustments along the way.

19. #SMTLive
Our Speakers
Paul Dunay is an award-winning B2B marketing expert with more than 20 years’ success in generating demand
and creating buzz for leading technology, consumer products, financial services and professional services
organizations. Paul is the author of five “Dummies” books including Facebook Advertising for Dummies (Wiley
2010), and Facebook Marketing for Dummies 3rd Edition (Wiley 2012). @PaulDunay
Jamie Turner is an internationally-recognized author and marketing expert who has helped The Coca-Cola Company,
AT&T, CNN and other global brands tackle complex marketing problems. He is the CEO of 60 Second Communications,
a full-service marketing agency and is the founder of 60SecondMarketer.com, an online magazine that provides tips
and techniques for marketers around the globe. Jamie is a regular guest on CNN and HLN on the topics of social media,
mobile marketing and branding. @AskJamieTurner
Joyce Sullivan is the Founder and CEO of SocMediaFin, Inc., a social media consultancy that provides leadership
training for financial services, non-profit organizations and specialty firms. Her firm provides social media strategy and
policy development, social media program development and management, as well as training and talent development
programs. Joyce is also an Adjunct Professor of Social Media and Communications at Baruch College in the School of
Public Affairs. @JoyceMSullivan
Nicole Kroese is the Marketing and Partnerships Director at Likeable Local, a fast-growing startup with a social media
marketing solution for small businesses and entrepreneurs. Nicole is passionate about helping small and large
businesses alike leverage the power of social media to grow. At Likeable Local, Nicole has created an effective
marketing funnel that’s increased both company leads and sales multifold and launched a program helping to scale
Likeable’s customer base through strategic partners. @NicoleKroese

21. #SMTLive
Win a Free Ticket to The Social Shake-Up!
#SMTLive Audience: Tell us why you want to go to The
Social Shake-Up to be entered for a chance to win.
Tweet: “I want to go to #socialshakeup15 because…”

22. #SMTLive
Upcoming Webinar
April 14th
Stop Drowning in Digital Data: Social Listening
for Campaign Measurement