Survive & Thrive Breakfast: Social Media Tools

Social Media Marketing Made SimpleA Best Practices and Strategy Overview

for Small Business and Nonprofits

Contact Information

Crystal DempseyFrom The Hip Communications LLC

Crystal@TeamFTH.com

Facebook.com/FromTheHip

@CrystalDempsey

http://www.linkedin.com/in/CrystalDempsey

Visit: www.constantcontact.com/learning-center

Insight Provided by KnowHow

Our Agenda

What Is Social Media Marketing?

Why Market Using Social Media?

Doing It Well: Best Practices for Social Media Marketing for Small Business

Connections

Engaging Content

Conversations

Managing Your Activity and Time

Next Steps

Social Media Marketing:What is It and Why Do It?

Why Do We “Market”?

We Want More!

More… Customers Clients Volunteers Donors/Members Brand Awareness Sales Time in the day!

Five Types of People:Leverage Relationships to Inspire Engagement

SuspectsCustomer

Disinterested

ProspectsRaving

Social Media Marketing Is …

Building your social network of fans, followers, and connections, using relevant and interesting content that is shared, allowing you to reach and engage more people and drive more business.

Concerns? You Are Not Alone

Social media marketing looks interesting, but … I will never have a million customers or even 5,000.

Using new, inbound marketing tools sound great, but … I will never write thought leadership articles.

Paying attention to what’s being said on social media sounds useful, but …I’ll never have a dedicated staff to do it right.

I hear about new tools and networks everyday, but …I just don’t have the time to stay current.

What You DO Have is Powerful

You can successfully market your small business or association because you have …

• Loyal, happy customers

• An excellent customer experience

• Interesting and importantthings to say!

Connections:Kickstarting your following, and using content that inspires engagement

Engaging Content:Creating a presence

Conversations:Practical monitoring and measurement

Doing It Well: Best Practices for Small Business Social Media Marketing

Set Reasonable Goals and Expectations

Leverage your excellent customer experience for social media success

Drive engagement (action) Encourage repeat business Encourage referrals Get online endorsements Reach new customers through online, word-of-mouth marketing

Southern Christmas Show

Southern Christmas Show is a Southern tradition, with a strong traditional media presence and loyal fan base.

Besides email marketing, they use social media to offer information and tips, get feedback from customers and build community.

Other the last three years, their SM presence has been primarily focused on Facebook. That's where their audience is.

In the last three years...

1. The number of “Likes” has nearly tripled.

2. Rate of engagement has nearly tripled.

3. Number of check-ins has doubled.

4. Number of questions has remained about the same... but they are answered quickly.

Connections

Be Where Your Customers Are

Social Networks

Content Sharing

Reviews & Ratings Sites

Location-Based

Services

The sites that your customers and members are using

The sites that your partners & suppliers are using

Your contacts want to keep in touch, but on their terms

Add social icons to email campaigns to define your audience’s preferred channels

Discover Preferred Channels

Kickstart Growth: Use Your Email List

Announce your new presence in your newsletter with a clear call to action.

Include standard links in every email so subscribers can share your content.

Include social media signup icons in every email so subscribers can join you on your social sites.

Look Professional

Complete your business profile

Description

Contact information

Website URL

Join My Mailing List

Brand your presence

Logo, pictures, background

Add starter content

Focus Your Presence

Make your social presence a reflection of your business/organization.

Don’t blur personal and professional use.

Be transparent.

New users should immediately identify what you do.

“Stick to Your Knitting.”

Deliberately choose your expertise and areas of engagement.

Put the social in the social media.

Be broad and informal … and have fun!

Engaging Content

Starter Content

Information, tips, and practical advice with photos

Questions asked by your customers with photos

Links to... :

Polls and surveys

Event homepages and registration pages

Blogs (yours and others’)

Websites (yours and others in your area of expertise)

Product or service reviews

Thought-provoking discussions that inspire dialogue

Relevant videos, photos, podcasts

Archived email marketing newsletters

Upload print materials (.pdfs) to Issuu.com or another web publishing site.

Content is King and Queen!

Content is the feeder of social networks Write great content once,

then broadcast it. Create sound bites for shorter media.

The best content inspires sharing:a word of advice or one sentence can go a long way!

Original, personalized content is important

Less is more! Short content is best, one idea at a time. You can always share links to more.

Make Content Shareable/Broadcast-able

Basic Anatomy of a Facebook Business Page

Cover photo & logo

Posts by You and Others

Recent photos & other tabs

Http://PicMonkey.com Is a

great resource for making

graphics and Facebook

cover images.

Basic Anatomy of a Twitter FeedAvatar – Logo or Photo

Your Handle

Most Recent & Past Tweets

Followers and Following

Url, Description

Recent Images

86% of B2B marketers use LinkedIn

Chief Marketer. “Social Marketing Goes Mainstream: Chief Marketer Annual Survey Find Marketers Believe in Power of Social.” 2011.

There are over 75,000 Nonprofit groups using LinkedIn

Nonprofit LinkedIn Learning Center, 2011

________________________________

Manage your professional contacts and relationships

Find individuals you know in a professional capacity

Join networks or groups by industry, geography, or work history

Participate in discussions

Recruit attendees to your events

Invite people to join your mailing list

Basic Anatomy of a LinkedIn Profile

Name, Location, Info

Your Company Logo

Work Experience

Information You Share

Your Network and Other Info, Facebook/Twitter, Websites,Recommendations,etc.

Building Your Network

Use a variety of ways to expand your network:

1. Send an invitation to your email list

2. Add interactive social icons to your Website

Email campaigns (in a sidebar, in the footer)

Outgoing email signature

Business Card

Printed collateral: mailers, flyers, invoices, etc.

3. Put a sign in your storefront window

4. Add a message to your voicemail

5. Include a note on point-of-sale receipts and house coupons

Conversations

Social Media Dos: Be the Expert

Focus on the content: share knowledge so people care

It’s not about you. It’s about what you know.

Trade useful information for attention Will people talk about it when out with

friends? Will people look forward to your next

communication? Will they be inspired to share/tweet/comment

on this information?

Inspire trust by filtering the noise Be an expert. Clearly convey your area of expertise.

Dealing With The Positive

Positive comments are an opportunity to interact and help spread the messageSocial networks can be a convenient way for people to share interest, excitement.

1. Comment back

1. Answer questions.

1. Share comments (content!) in other marketing channels.

1. Possibly reward people who took the time to post a positive comment (offline).

Engagement Starts with You!Start Conversations, Say Thank You

Sometimes, it's OK to talk just about the weather.

Post from Oct. 9, nearly a month before the show.

Social Media Don’ts

What NOT to include in your Facebook, Twitter, and LinkedIn updates

Don’t pitch.

Don’t overtly self-promote.

Don’t offer incentives to get reviews or sharing.

Don’t stray from your areas of business into: personal information, politics, sports, religion, etc.

Make Online ConversationsPart of Your Presence

Invite direction and feedback, and really LISTEN

Turning Negativity into a Great Customer Experience

Negative comments are inevitable

Social networks can be a convenient way for people to vent frustrations.

Always reach out to the customer.

Pick up the phone if possible

Use a private message, email, or DM

Let your network know that you are addressing the issue.

Respond! Show that you are listening and respond positively, publicly

Seek to satisfy and delight, not defend.

Managing Your Time and Activities

Managing Your Time

Do It Daily, But Don’t Overdo It

A word of advice from Gail Goodman,CEO of Constant Contact:

“Keep your time spent in check;doing social media right

does not mean doing it a lot.”

It is important to stay active!15 minutes a day, 3 times per week is more than most small businesses.

2011 Small Business Attitudes & Outlook Survey

Create a calendar/game-plan

Contests: Follow The Rules... Keep It Simple

DO follow the guidelines for hosting contests!

DON'T make it complicated. People are more likely to upload a photo than make a video!

What Should I Monitor?

1.Your Brand. Think about all its possible spellings/configurations.For example: Far and Away Bicycles, Far & Away, bicycles, bikes, etc.

2.Your competitors. Spot successful tactics being used by others in your industry (and the not-so-successful)

For example: Does the pizzeria down the street tweet daily? Do the other consultants in your area of expertise have LinkedIn profiles?

3.Categories, topics, and keywords of your business. For example: pets, dog day care, cat, dog, pet sitting, animals, rescue, etc.

4.The experts and influencers in your business.

Monitor and Manage your Time

Popular time management and monitoring tools include:

Google Alerts

HootSuite

TweetDeck

NutshellMail

Interact From One Place = Your Inbox

NutshellMail: Efficiently Monitor Activity

Defining Social Media Marketing Success for Small Businesses and Organizations

Measuring Success

Measuring the Impact of Social Media

1. Set tangible goals that can be measured: more sales/donations; traffic, increased brand awareness.

2. Make a commitment. Have a plan.

3. Manage what is being said about you.

4. Capture the passion, loyalty of your current customers and reach new customers.

5. Be a trusted source of information.

6. Evaluate every 3 months: Meeting goals? Sales/donations increased? Keeping commitment, following the plan?

Survive & Thrive Breakfast: Social Media Tools

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