Social Media:The Good, The Bad,

and The Ugly

PRESENTED BY: LIKEABLE MEDIAJenna Lebel, Managing Director

@JennaL15

Tweet using #Likeable and #FTW2011 to enter to win a copy of Likeable Social Media!

1) Social media is not free.

2) Social media will not bring you instant results.

3) Social media cannot make up for a bad product or service.

Warnings about Social Media

The Good: Best Practices

Listen First and Never Stop Listening

It’s Not About You…

It’s About Them!

Find Your Voice

Understand How It Works

Be Timely

Be Likeable

Don’t Over-post

Respond Quickly to all Bad Comments

- Respond quickly and consistently

- Be proactive- Show you care- Help out however you can

Respond to Good Comments too

Be Authentic

Share Stories (they are your social currency)

Ask Questions!

In a recent study, Likeable Media looked at Facebook posts that…

1. Pose a question or challenge directly to fans

2. Ask fans to “like” it

3. Announce winners of a Facebook-hosted contest or sweepstakes

4. Include “everything else” – all remaining status updates that didn't’t fit any of the above categories

Likeable Media found the following…• In 100% of cases, engagement rates for posts that asked fans to “‘Like’ this” were up to 5.5 times (on average 2.7x) higher than those for other updates.

• In 9 out of 10 cases, status updates that posed a question directly to fans were 2-6 times as engaging as other updates.

Integrate Social into the Entire Customer Experience (and compel your customers to be your first fans!)

-Your strongest assets are customers, staff, partners, and vendors

-Incorporate “Like us on Facebook” and “Follow us on Twitter” to your websites, e-mails, business cards, and receipts

-Add social plug-ins to your website and blog

Provide Value (Yes, for free!)

Make the Most of Facebook Ads

Admit When you Screw up, then Leverage your Mistakes

Consistently Deliver Excitement, Surprise, & Delight

Free meals, drinks

PopCorners Delivery Truck

Online to offline

Don’t Sell! Just Make it Easy & Compelling for Customers to Buy

The Bad: Common Mistakes Brands Make

Not Responding

Being Overly Promotional

Social Media is NOT Your Soap Box

You Cannot Launch or Sustain Your Entire Business Via Social Media

Social Media Affects More Than Just Your Marketing Department

Results Will NOT Happen Overnight

If these rules are too much to remember…

Listen!

Be Transparent!

Respond to Everyone!

Just Be Likeable!

Thank You!