Symmetrix Presentation
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The document outlines 15 strategies for making organizations more likeable on social media. It discusses the importance of listening to customers, acting like customers, compelling customers to be fans, responding quickly to comments both good and bad, being authentic, asking questions of fans, providing value for free, sharing stories, inspiring customer story sharing, integrating social media into the customer experience, using Facebook ads effectively, admitting and learning from mistakes, consistently delivering excitement and surprise, and making it easy for customers to buy without direct selling. It also provides tips on getting started and best uses of Facebook, Twitter, YouTube, LinkedIn and blogs to connect with customers.
Symmetrix Presentation
- 1. 15 Strategies to Make Your Organization More @DaveKerpen, CEO, @LikeableMedia Author of @likeablebook June 2011
- 2. Warnings about Social Media Social media is not free. Social media will not bring you instant results. Social media cannot make up for a bad product or service.
- 3. Like is the New Link
- 4. It’s Not About You…
- 5. Likeable Social Media: How to Delight Your Customers, Create an Irresistible Brand, and Be Generally Amazing on (& other social networks) 15 ways…
- 6. 1. listen first and never stop listening
- 8. 2. think – and act – like your customer
- 11. 3. compel your customers to be your first fans
- 14. 4. respond quickly to all bad comments
- 18. 5. respond to good comments too
- 20. online influencers… the new celebrities?
- 21. 6. be authentic
- 23. 7. should you ask a lot of questions?
- 24. 1. Pose a question or challenge directly to fans 2. Ask fans to “like” it 3. Announce winners of a Facebook-hosted contest or sweepstakes 4. Include “everything else” – all remaining status updates that didn’t fit any of the above categories in a recent study, Likeable Media looked at status updates that…
- 25. • In 100% of cases, engagement rates for posts that asked fans to “‘Like’ this” were up to 5.5 times (on average 2.7x) higher than those for “other updates”.* • In 9 out of 10 cases, status updates that posed a question directly to fans were 2-6 times as engaging as “other updates”. Likeable Media found the following…
- 26. 8. provide value (yes, for free!)
- 28. 9. share stories (they’re your social currency)
- 30. 10. inspire your customers to share stories
- 32. 11. integrate facebook into the entire customer experience
- 34. 12. use facebook ads for greater impact
- 39. 13. admit when you screw up then leverage your mistakes
- 41. 14. consistently deliver excitement, surprise, & delight
- 44. 15. don’t sell! just make it easy & compelling for customers to buy
- 46. but how do we get started today?
- 48. If you can add a business as a “FRIEND”, it’s not properly set up on Facebook. Individual profiles are for Individuals. profiles:
- 49. Groups are organized around common interest. Limited functionality, but able to organize large groups of people. Can be public or private. groups:
- 50. Established for businesses: Become a LIKER Completely public, don’t need to be a member of Facebook to view HIGHLY functional. fan pages:
- 51. community pages:
- 52. the 5 most engaging status updates:
- 54. • Consumer Insight • Customer Service • Real Time Communication best uses
- 55. Limited to 140 Characters, Twitter is based on the simple premise of reporting “What’s happening?” right now “ what’s happening?”
- 56. Type “RT @DaveKerpen:” OR Simply click the “Retweet” button retweeting:
- 57. Click the “Reply” button… @reply:
- 59. tweetdeck:
- 60. hootsuite:
- 61. other apps:
- 63. • Demonstrating Corporate Culture • Demonstrating Product Uses best uses:
- 64. • Content is more important than production quality. A good flipcam will do. • Short and sweet is almost always better. A good rule of thumb is 30-90 seconds per video. • Have fun. Video is a great way to showcase your brand’s personality . • Answer people’s comments. tips:
- 67. • Recruitment • Retention • Industry Collaboration best uses:
- 70. Blogs allow you to connect with the consumer in a more casual level, enable you to talk directly with consumer via comments, and allow you to expand and explore topics best uses:
- 71. There are over 200 million US-based blogs. In addition to providing a platform for expanded, easily updatable content, blogs have another important purpose: B.L.O.G. = BETTER LISTINGS ON GOOGLE (and Bing too!)
- 73. Thank You/ Grand Prize/ I Love Feedback likeable.com likeablebook.com Engage with me @DaveKerpen on Twitter Ask us questions @ Facebook.com/LikeableMedia Or, email me anytime [email protected]