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Learn how to bring relevant community conversations (and the SEO punch they pack) to your website and digital campaigns, and leverage our mobile and social apps for maximum visibility and engagement.
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Allowing Customers to Enter Community Conversations Anywhere
Steven Pal Director of Consumer Products
Peppe Ragusa Launch Director @steven_pal @pepperagusa @getsatisfaction #GetSuccess
@getsatisfaction 2 #GetSuccess @steven_pal @pepperagusa
Provide strategies to proactively engage customers wherever they happen to be - in search, on your website, on social channels, or on their mobile phones!
Objective
@getsatisfaction 3 #GetSuccess @steven_pal @pepperagusa
1. Optimize for Search Engines
2. Make Your Website a Great Starting Point
3. Close the Loop on Social Channels
4. Take a Mobile First Approach
4 Strategies to Engage Your Customers
@getsatisfaction 4 #GetSuccess @steven_pal @pepperagusa
1. Optimize for Search Engines
2. Make Your Website a Great Starting Point
3. Close the Loop in Social Channels
4. Take a Mobile First Approach
4 Strategies to Engage Your Customers
@getsatisfaction 5 #GetSuccess @steven_pal @pepperagusa
Optimize for Search Engines
15% 30%
of desktop community visits are from search engines …
… and mobile visits are double that with
SEO is critical!
@getsatisfaction 6 #GetSuccess @steven_pal @pepperagusa
Example: Koodo
Succinct Title w/ Keywords Domain Alias
@getsatisfaction 7 #GetSuccess @steven_pal @pepperagusa
Example: Koodo (cont’d)
Link to community from website homepage
@getsatisfaction 8 #GetSuccess @steven_pal @pepperagusa
Example: Koodo (cont’d)
Submit community sitemap using
webmaster tools
@getsatisfaction 9 #GetSuccess @steven_pal @pepperagusa
Example: Koodo (cont’d)
@getsatisfaction 10 #GetSuccess @steven_pal @pepperagusa
Example: Country Music Association
Succinct Title w/ Keywords
@getsatisfaction 11 #GetSuccess @steven_pal @pepperagusa
Example: CMA (cont’d)
Variation of keywords on
page
@getsatisfaction 12 #GetSuccess @steven_pal @pepperagusa
Example: CMA (cont’d)
“CMA” and “Country Music Association”
“Fest” and “Festival”
@getsatisfaction 13 #GetSuccess @steven_pal @pepperagusa
1. Edit conversation titles to be succinct with keywords
2. Setup a domain alias to pass on link juice from your site
3. Link to community from your website
4. Submit community sitemap using webmaster tools
5. Add keyword variations to conversations
Optimize for Search Engines
@getsatisfaction 14 #GetSuccess @steven_pal @pepperagusa
1. Optimize for Search Engines
2. Make Your Website a Great Starting Point
3. Close the Loop in Social Channels
4. Take a Mobile First Approach
4 Strategies to Engage Your Customers
@getsatisfaction 15 #GetSuccess @steven_pal @pepperagusa
81% of customers who want to learn more about a product go visit the company’s website
Make Your Website a Great Starting Point
89% of customers who want information to make a purchasing decision go straight to the company’s website
76% of consumers say the most important factor in a website's design is: the website makes it easy for me to find what I want.
@getsatisfaction 16 #GetSuccess @steven_pal @pepperagusa
Example: Enphase Energy
@getsatisfaction 17 #GetSuccess @steven_pal @pepperagusa
Example: Vertica (an HP company)
@getsatisfaction 18 #GetSuccess @steven_pal @pepperagusa
Example: Sonos (engage widget)
@getsatisfaction 19 #GetSuccess @steven_pal @pepperagusa
Example: SPS Commerce
@getsatisfaction 20 #GetSuccess @steven_pal @pepperagusa
Example (API-based)
@getsatisfaction 21 #GetSuccess @steven_pal @pepperagusa
1. Place prominent links to the community, in the top navigation
2. Embed Get Satisfaction widgets in your support/help page
3. Build a custom experience with the Get Satisfaction API
Make Your Website a Great Starting Point
@getsatisfaction 22 #GetSuccess @steven_pal @pepperagusa
1. Optimize for Search Engines
2. Make Your Website or Product a Great Starting Point
3. Close the Loop in Social Channels
4. Take a Mobile First Approach
4 Strategies to Engage Your Customers
@getsatisfaction 23 #GetSuccess @steven_pal @pepperagusa
2.8 hrs Half-life of a Tweet…
Close the loop on Social Channels
@getsatisfaction 24 #GetSuccess @steven_pal @pepperagusa
3.2 hrs Half-life of a Facebook Post
Close the loop on Social Channels
@getsatisfaction 25 #GetSuccess @steven_pal @pepperagusa
n/a GS topics gain visibility!
Close the loop on Social Channels
@getsatisfaction 26 #GetSuccess @steven_pal @pepperagusa
Facebook App
@getsatisfaction 27 #GetSuccess @steven_pal @pepperagusa
Social Media Sharing
@getsatisfaction 28 #GetSuccess @steven_pal @pepperagusa
Hootsuite integration:
Close the Loop on Social Channels
@getsatisfaction 29 #GetSuccess @steven_pal @pepperagusa
Close the Loop on Social Channels
Share existing community knowledge:
@getsatisfaction 30 #GetSuccess @steven_pal @pepperagusa
Close the Loop on Social Channels
…or bring the conversation to the community:
@getsatisfaction 31 #GetSuccess @steven_pal @pepperagusa
1. Install the Get Satisfaction Facebook app
2. Prompt engagement on Twitter and Facebook
3. Reply to social media queries by: – Sharing existing community content
– Creating a new topic in the community
Close the Loop in Social Channels
@getsatisfaction 32 #GetSuccess @steven_pal @pepperagusa
1. Optimize for Search Engines
2. Make Your Website or Product a Great Starting Point
3. Close the Loop in Social Channels
4. Take a Mobile First Approach
4 Strategies to Engage Your Customers
@getsatisfaction 33 #GetSuccess @steven_pal @pepperagusa
200%
Mobile visits have doubled in the past year
Take a Mobile First Approach
300%
Unique devices have tripled
Mobile is a growing entry point!
@getsatisfaction 34 #GetSuccess @steven_pal @pepperagusa
Example: CoPilot Live iPhone App
“Community Forum” option in “Help & Feedback” sub-menu opens community
@getsatisfaction 35 #GetSuccess @steven_pal @pepperagusa
Example: Yahoo iPhone App
“Help” option in main menu opens community
@getsatisfaction 36 #GetSuccess @steven_pal @pepperagusa
Example: ebay Responsive Site
@getsatisfaction 37 #GetSuccess @steven_pal @pepperagusa
Example: ebay Responsive Site
@getsatisfaction 38 #GetSuccess @steven_pal @pepperagusa
1. Allow feedback and support from within your native iOS or Android app by linking to the community
2. Include community links from your mobile optimized website or in different responsive layouts
Take a Mobile First Approach
@getsatisfaction 39 #GetSuccess @steven_pal @pepperagusa
1. Optimize for Search Engines
2. Make Your Website a Great Starting Point
3. Close the Loop on Social Channels
4. Take a Mobile First Approach
4 Strategies to Engage Your Customers
@getsatisfaction 40 #GetSuccess @steven_pal @pepperagusa
Questions?
Answers.
What strategies do you use to engage your customers in the places they visit most? Tell us: http://gsfn.us/t/3zahf