How To Engage Your Customers Through Social Media

Who is Lara Solomon?

• Owner of the Mocks brandwww.MyMocks.com

• Author of Brand New Day – The Highs & Lows of Starting a Small Business

www.BrandNewDay.com.au

• Chief Rabbit at Social Rabbitwww.SocialRabbit.net

• BigFoot at Steps – online social media training www.StepsLearning.com

• Winner of Telstra NSW Micro Business Award 2008

• Finalist in Telstra Young Businesswoman Award in 2005 and 2008

• Blogger for www.SmartCompany.com.au

These are Mocks – sock covers for mobile phones

TODAY

• The state of the Australian Internet

• What social media is

• Who is using social media

• How you can use it to engage customers

Source: Comscore State of the Australian Internet 2010

How Much Time Does Australia Spend online?

Source: Comscore State of the Australian Internet 2010

What Are Australians Looking at Online?

Source: Comscore State of the Australian Internet 2010

Where is Time Spent?

Let’s Watch a Video

What is Social Media?

Top 20 Social Networking Sites in the world….

Source: Wikipedia.com Jan 2010

Rank Name   Description/Focus   Registered users   Registration  1 Facebook General. 667 million Open to people 13 and older

2 Qzone General. In Simplified Chinese; caters for mainland China users 300 million Open to the General Public

3 Habbo General for teens. Over 31 communities worldwide. Chat Room and user profiles. 203 million Open to people 13 and older

4 Twitter General. Micro-blogging, RSS, updates 200 million Open5 MySpace General, but with a music focus. 130 million Open to ages 13 and up.6 Windows Live Spaces Blogging (formerly MSN Spaces) 120 million Open

7 LinkedIn General but mainly business 100 million Open to people 18 and older.

8 Orkut General. Owned by Google Inc. Popular in Brazil and decreasingly, in India 100 million Open to people 18 and older,

9 Friendster General. Popular in Southeast Asia. No longer popular in the western world. 90 million Open to people 16 and older.

No children allowed.

10 hi5General. Popular in India,Portugal, Mongolia, Thailand, Romania, Jamaica, Central Africa and Latin America. Not popular in the USA.

80 million Open to people 13 and older. No children allowed.

11 Tagged General. Subject to quite some controversy about its e-mail marketing and privacy policy. 70 million Open

12 Flixster Movies 63 million Open to people 13 and older13 Vkontakte Russian social network. 59 million Open

14 NetlogGeneral. Popular in Europe, Turkey, the Arab World and Canada's Québec province. Formerly known as Facebox and Redbox

59 million Open to people 13 and older

15 MyLife Locating friends and family, keeping in touch (formerly Reunion.com) 51 million Open

16 Classmates.com School, college, work and the military 50 million Open to people 18 and older17 Odnoklassniki General. Popular in Russia and former Soviet republics 45 million Open18 Bebo General. 40 million Open to people 13 and older19 Badoo General, Popular in Europe 37 million Open to people 18 and older

20 Flickr Photo sharing, commenting, photography related networking, worldwide 32 million Open to people 13 and older.

Source: Comscore State of the Australian Internet 2010

Top Social Networks in Australia

Source date: 16/2/10

Age of users on social networking sites

Source: Comscore State of the Australian Internet 2010

Most Popular Australian Websites…..

Social Media is used as a source of information

®

Benefits To communicate with customers Position yourself/business as an expert Grow a community Brand Awareness Engage with your audience Listen to your audience Drive people to your website Build relationships with your customers Increase likelihood to purchase Page appears in online searches To get feedback on products/services To tell customers about new products & services Demographic stats on people who like your page

Why have a Facebook Page?

• 667 million+ people using it • 9 million in Australia• 300+ million people on it daily• People spend on average 55 minutes a day on Facebook

A Facebook Page

Position Your Business as an Expert

Engage with Your Audience

Consumers saying that they haven’t received their Mocks

Listen to Your Audience

Love negative comments!

Stats on Fans

®

Why use Twitter

Benefits…. Drive people to your website/blog Communicate with customers Position yourself/business as thought leader in an area Rapidly respond to customer queries/needs/complaints Poll and get feedback Engage with your audience Grow a Community Market research Appears in online searches Networking

200 million registered users (February 2011)

2.5 million Australian registered users 1 Billion Tweets are sent A WEEK! 500,000 new users sign up A DAY!

Twitter Usage

March 2010 statistics

Twitter Usage

March 2010 statistics

Some Tweeters…

Use Twitter For Research

25% [of customers we help via Twitter] come back and say 'thank you' afterwards says AT&T's Customer Service Social Media Director, Molly DeMaagdsource: www.businessinsider.com

Customer Care

Why Bother with a Blog?

• 51% of Internet users read a blog at least monthly and over 60% by 2014 (Technorati)

• Companies with a business blog attract 55% more website visitors than non-blogging companies (HubSpot)

• More than 43% of U.S. companies will market via a blog by 2012, up from 34% in 2010 (eMarketer)

Blogging drives sales

Blogging really engages the team internally as well as customer

Blogging at Indium

Indium got a 83% increase in online lead generation through blogging!!!

Indium is a registered developer, manufacturer, and supplier of specialty alloys, solders, and thermal interface materials

What is LinkedIn?

Benefits Profile appears in online searches Communicate with other people in your field Promote yourself/business as an expert Research into companies, jobs, ideas Networking Events listing Answer questions to be seen as an expert Generate leads Ask questions of your peers Find a new role

Professional networking site 100 million users globally 1.2 million in Australia

Who’s on LinkedIn?

1.2m Australians

Who’s on LinkedIn?

Source: http://blog.hubspot.com/blog/tabid/6307/bid/6147/LinkedIn-by-the-Numbers-Infographic.aspx

What is happening on LinkedIn?

Who’s on LinkedIn?

Personal Profile

Company Profile

Source: Comscore State of the Australian Internet 2010

Online Video

Cisco Do a Great Job

http://www.youtube.com/watch?v=5T6Mw8hsHRg

Why YouTube?

Why YouTube?

People want to be entertained!

45

Social Rabbit can help you with….

• Social media strategies

• Social media training

• Social media implementation

STEPS – Online Facebook training software

www.StepsLearning.com 

http://au.linkedin.com/in/LaraSolomon

www.Facebook.com/SocialRabbit

www.Twitter.com/LaRoo

www.YouTube.com/user/TheSocialRabbit