Mobilize! 24/7 Social Media & The Growth of Customer Advocates By Scotty Greenburg

#SocialPro #22A3 @ScottyGreenburg

Scotty Greenburg, Tango Card

MOBILIZE!24/7 Social Media & The Growth Of Customer Advocates


Here’s the agenda for the next 20 minutes:

Customer Strategy Social Media Strategy Customer Advocates Automation Make it Human!

About the Session


We make rewards easy to send and awesome to receive.

eGift Cards, Digital Prepaid Cards, Donations

Delivery Technology Absolute dedication to customer service

About Tango Card


Customer Strategy

“We don’t think of Tango as a rewards vendor; we consider Tango our rewards partner.”


Support: Customers Their customers 24/7 service – 9/5

hours

Customer Strategy


While our technology runs 24/7…

We can’t actually be available 24/7 – but our brand can be present.

24/7 Service?


Increase brand footprint while maintaining brand voice and presence.

Social Media Mission


We are in the office 7-5 PST On call tech support + alerts FAQs, Best Practices and Auto-response Social Media Advocates

Presence


Create personality (brand voice)

Mobilize the customer’s voice (advocates)

Automate Maintain personality

What to do?


Sum of the people Use brand aspects

and company stories to create a persona

Know your audience Stick to it and evolve

Create Personality


Advocate Marketing:

Your customers are the most effective and engaging marketers you have.

Identify Advocates


Organize them (We use Influitive)

Challenge them Incentivize them Recognize them Repeat

Mobilize Advocates


#1 piece of feedback – more challenges!

Identify and Mobilize Advocates


Advocates become comfortable with brand voice: Prompts to write Sharing Tango Card thoughts Their shares are our presence

Push Brand Presence with Advocates


Automate where possible


Challenges Scheduling Automated responsesBut remember…

Automate where possible


There’s no reason to do any of this if there isn’t ultimately a person to talk to.

It’s people helping people


A genuine, helpful response goes the furthest – even if it’s not instantaneous.

Presence to Availability


The results… A wall of customer

praise Our customers don’t

leave They talk about us

all the time!


THANK YOU!

SEE YOU AT THE NEXT MARKETING LAND EVENT!

http://marketinglandevents.com/?utm_source=slideshare&utm_medium=referral&utm_content=upcoming+events