Using Social Media to Serve Your Customers

Slides:

Advertisements

Similar presentations

Building Corporate Relationships using Social media THE SALVATION ARMY 2012 CRD CONFERENCE.

Advertisements

SOCIAL MEDIA 101 EXPLORING FACEBOOK, TWITTER, AND MARKETING.

6 Biggest Mistakes Companies Make Using Social Media HELPING BUSINESS USE SOCIAL MEDIA MARKETING FOR A

Social Media: Communicating Your Message November 8, 2010 > Tina Lambert, CAE | VSCPA Vice President of Member & Public Relations.

Increasing Traffic to your website. Number one rule: Quality, Unique Content.

Adriana Iordan Web Marketing Manager / Avangate Social Networking Media How the software authors should use it?

Social Networking – The Ways and Means Rosey Broderick May 2011.

Social Media A BETTER WAY TO MANAGE YOUR ONLINE PROFILE!

Social Media Guide and Best Practices. Social Media Overview Successful social media strategy is dependent upon quality content and measurement. Celebrating.

Welcome Dial in: Conference Line #: Passcode: To mute and unmute your line, press * 6. Feel free to use the chat function to share.

Using Social Media to Communicate and Support Your School A Closer Look at Twitter.

Marketing Your Business Through Social Media. FSC Interactive Online and Interactive Marketing Agency located in New Orleans, La. Specialize in Social.

Social Media & Hospitality Prepared for HP Hotels.

Meg Swecker  Evaluate Social Media Sites  Develop CRM Strategies ◦ Inbound Marketing  Create an online presence ◦ Content creation.

Media Relations in a Social Media World By Julie DeBardelaben Deputy Director of Public Affairs CAP National Headquarters.

What is Social Media? And how best to use it.

Developing your social media profile Decoding Social Media February

Digital fuel Social Media tools Bert Van Wassenhove - Managing Director Amphion - iBert.

Developing a Social Media Process for your Business Alyn Stafford 1 Monitor and Listen Explore and listen to what others.

The Social Library Twitter, Delicious and FriendFeed.

Chapter 11 Online Reputation Management Learning Objectives  Understand that listening to the buzz online is a crucial step in the online reputation management.

Demystifying Social Media August 12, 2009 August 13, 2009.

Gaining Insight into New Markets: How to use Social Media for Market Research ProductCamp Ottawa November 2 nd 2013.

Delivering Your Messages in Today’s Online Environment American Library Association, PR Forum Kevin T. Kirkpatrick Executive Vice President Sunday, July.

Social Media Getting Social in a Digital World. (And, why it matters to your business!)

Using Social Media to Meet Strategic Goals Tom Wantuck, SR VP Asset Management KHEAA & The Student Loan People Veena Garib, Director of Career Services.

OCLC Online Computer Library Center 1 Social Media and Advocacy.

Brenna Patterson|Jenna Quiring|Allison Riggs| Kala’e Parish “Twitter is word-of-mouth marketing on steroids.” –Adam Franklin, journalist.

Social Media Primer. Social Media is Great For: Building awareness and attracting new business Fostering community Providing helpful content and information.

Social Media Training for CBT College

Individual Project by Nora-Marie Myers May 3, 2011 Social Media Communities in the Media King 5 Seattle The Huffington Post.

Digital Marketing For Small Business Today’s Topic: Social Media Marketing.

Strategies for Social Media Marketing. SOCIAL MEDIA & YOUR AUDIENCE Find and engage with current and potential customers online! Social is now the top.

Social Media Monitoring Keeping an eye on your efforts and what’s trending.

Connect and share in real-tinme. Add a ‘follow’ Add a ‘follow’ for Customer Service in Real-time.

© Constant Contact 2016 Twitter 101…. The why, the what, and the how for your small business or nonprofit.

Lending. Supporting. Inspiring. Making Your Brand Internet Famous Presented by: Luna Vega.

INTRODUCTION TO SOCIAL MEDIA. MARKETING TOOL Global Networking 24/7 Building a Following Giving to Others Building Quality Relationships Online Sales.

#1 Take a picture of your workspace Giving people a look behind the scenes allows them to get to know your business, and build the type of trust you need.

Public Relations & Social Media. Public Relations What is.

Social Media: Inspiring and informing @junction49.

The top 5 ways to get customer reviews

Thotwaves Innovations Welcome To SMM & SMO Activity Plan

SOCIAL MEDIA Etimesgut Halk Eğitim Merkezi - Ankara.

of customers say buying decisions are influenced by

How you know what you’re doing is working… or not working.

Social Media Marketing

Twitter: Customer Service in 140 Characters or Less

Top Tips to Monitor & Manage Your Online Reputation Leveraging Social Media

Nicole Steen-Dutton, ClickDimensions

Twitter: Customer Service in 140 Characters or Less

Internet Marketing Strategies Post Harvey

Strategic Social Media

Social Media Strategy Template

Social Media with a Small Staff

Improve Your Social Media Marketing

SOCIAL MEDIA Etimesgut Halk Eğitim Merkezi - Ankara.

Low Cost Media & Outreach Strategies

SOCIAL MEDIA FOR FOOD TRUCKS: 101

Creating a Social Media Listening Dashboard

Reputation Management

Dealer Digital Marketing Platform

Caryn Brown BNI – Centers of Influence 8 August 2013

BUILDING AND MAXIMIZING YOUR PERSONAL BRAND

6 Tips for Improving Your Social Media Presence

THE POWER OF SOCIAL MEDIA UNLEASHING

Important Tips To Make Your Presence Valuable In Digital Marketing Presnted By:- Ritika Goswami.

Communications 101: tips and tools

Best Useful Social Media Tips For Online Reputation Presented By:- Abhinav Shashtri.

Social Media Essentials to Help You Spread Your Message Effectively

Presentation transcript:

Using Social Media to Serve Your Customers Todd Van Etten @toddvanetten Caitlin Rush @crush

Listening to the conversation Speaking to different audiences Agenda Listening to the conversation Speaking to different audiences Questions, thoughts, comments Tools of the trade

Listening How to use social listening as a tool to: Discover the who, what, where, when, and why of relevant conversations Find and decide if messages are worth your time

What is online listening? Process of collecting and analyzing digital signals from all sources: Blogs message boards Forums social networks Wikis Microblogs video sites news sources Query: "payday loans" OR "pay day loans" OR "pay day lending" OR "payday lending" BETWEEN 13-Jul- 2016 AND 12-Oct-2016 IN THE UNITED STATES

Who (general)?

Who (influencers)? Authority (number of tweets AND number of followers), and Influence (just number of followers)

What?

Where?

When?

Why?

Identifying content relevant to you Geographic filter Refining search queries to add store name, number, manager/employee’s name, and/or town Advanced search on Twitter

Speaking How to use social media as a megaphone to: Talk to current customers Attract new customers Build your brand and reputation Speak about the industry at-large

of inbound social customer service requests happen on Twitter 80% of inbound social customer service requests happen on Twitter

Talk to Current Customers Customers do not differentiate customer service via phone, email, or social Don’t reinvent the wheel. Repurpose existing customer service resources for the web Empower and train customer support staff to respond on social

Attract New Customers Make it easy to find you - both in stores and online Showcase products/services people may not know about Highlight customer use cases and success stories Focus on the end results of your services

Build Your Brand and Reputation Post regularly and consistently. Use automation and scheduling to make this possible Leverage video and photos to showcase corporate social responsibility initiatives Provide general personal finance tips and advice Focus beyond the product/service. What do you make possible for your customers?

Speak About the Industry At Large Share relevant, positive media coverage of short-term and small dollar lending in general Dispel myths and misinformation about payday lending Inform consumers when there are threats to the industry and empower them to take action Remember, a rising tide lifts all boats

Questions

Tools of the Trade Listening Speaking Facebook Insights Twitter Analytics Sysomos Nuvi Mention Brandwatch Feedly Tweetdeck Speaking Facebook Business Manager Tweetdeck Buffer Sprout Social Hootsuite Piktochart Zendesk