SOCIAL MEDIA OVERVIEW
SOCIAL MEDIA REVOLUTION
By 2010 Gen Y will outnumber Baby Boomers…96% of them have joined a social network
Social Media has overtaken porn as the #1 activity on the Web
*Stats provided by socialnomics.net
Years to reach 50 million users: Radio (38 Years), TV (13 years), Internet (4 years), iPod (3 years)…Facebook added 100 million users in less than 9 months…iPhone hit 1 billion in 9 months
% of companies using LinkedIn as primary tool to find employees…80%
SOCIAL MEDIA IS…
Customer Service
Conversation
CUSTOMER SERVICE Social media must be used as a way to
improve customer service throughout your company by:
Monitoring what is being said about your company online If a client starts a conversation on social media about
you, you want to be able to acknowledge their thoughts – especially if they’re negative
Transparency is key: if there is negative conversation about your company, you need to react to it immediately and try to fix it – Don’t pull a Tiger Woods! FoodSpotting
CUSTOMER SERVICE Social media must be used as a way to improve
customer service throughout your company by:
Monitoring what is being said about your competitors online If clients are upset with your competitors performance, this is
a good opportunity for you to step in and offer them what they want Delta vs Southwest
If clients are happy with your competitors performance, this will give you better insight on how to please your own clients
“80% of Twitter usage is outside of Twitter…people update anywhere, anytime…imagine what that means for bad customer service” (socialnomics.net)
CONVERSATION MONITORING TOOLS
TweetDeck Allows you to monitor your Facebook, LinkedIn
and multiple Twitter accounts in one location
Monitter Allows you to monitor as many or as few
keywords as you like at one time, in one location
Twitter Search Basic search of twitter conversations Only lets you search one keyword at a time
TWEETDECKClick to add/edit keywords
TWEETDECKEnter
keyword here
You can select from
previous keyword searches
Click to monitor
a specific twitter
list
TWEETDECKKeywords listed in
upper left-hand of
each column
Scroll over to view more of your searches
Monitor your competitors
Monitor your
industry
MONITTERKeyword
@jamesonre
Keyword “jameson
real estate”
Keyword @propertie
s
Scroll over to view more keywords
TWITTER SEARCHKeyword
CONVERSATION Social media is about developing relationships with your customer
through conversations If you have a Facebook Fan Page, make sure you are responding to your
fans comments and questions If you have a Twitter account, initiate conversations with your followers
Comment on one of their tweets Ask them about their business Respond to and acknowledge when they @ mention you
If you’re on LinkedIn, answer questions related to your industry
If all you do on social media is promote your brand, you will fail Remember the 9 to 1 rule – for every 10 tweets you post, only 1 of
them should be about you Just like any real-life relationship, no one wants to be friends with
people who only talk or care about themselves…the same rule applies in social media
“Successful companies in social media act more like Dale Carnegie and less like David Ogilvy: Listening first, selling second” (socialnomics.net)
Social Media ROI:
Socialnomics by @equalman
Questions?