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Laura “@Pistachio” FittonCEO/Founder – oneforty
Co-author – Twitter for Dummies
Small Business,Social Business.star%ng with Twi-er
1. Why?2. How?3. What NOT to do.4. Find the right tools.5. Keep it all together.
“by consistently touchinga tribe of people withgenerosity and insight,she’s earned the right tolead”-Seth Godin, Tribes
Why Consumers Follow Brands• Updates on future
products (#1: 38%)• Stay informed about
company activities• Discounts and
promotions• Updates on upcoming
sales• Samples/coupons
CoTweet ExactTarget 2010
• Fun/entertainment• Exclusive content• Learn more about the
company• Show others my support
for the company• Share ideas/provide
feedback (#10: 20%)
“Just for PR & MarkeAng, right?”
• MarkeAng• AdverAsing• PR/word of mouth• Social CRM• Sales• Contests & offers• News & trends• Customer Service
• Brand Monitoring• SEO & Traffic• Promote events• Create & sharecontent
• Build community• Earn social capital• Networking
“Everything email touches…”
• Decentralized teams• Employee support• Mentoring• Problem‐solving• Purely social• Knowledgemanagement
• Sourcing soluAons
• Events backchannel• Research• CollaboraAon• InnovaAon• RecruiAng• Best pracAces• Project status
Learn.• Act on what you’re hearing• Shine a light on others’ ideas• Innovate• Measure and noAce what’s working• Apologize when you screw up• Encourage your team to explore andtake risks
• Try new stuff. Repeat.
14
Care.Your Mother Taught You How To Tweet
1. Dress nicely– Background & avatar
2. Introduce yourself– Complete profile, link on your site
3. Be a good conversaAonalist– Listen. Respond. Be relevant. Be useful.
Manage Customer Rela%onships• Get involved where customers already are• Build relaAonships and keep in touchthroughout the Customer Lifecycle
‐‐ save searches, track deals, managecontacts & projects
• TIP: Try a Social CRM tool with manydifferent integraAons
16
Care.
Serve.Create great content• Twiaer streams, Facebook pages, blogs, ebooks,
white papers & webinars• Cover things your prospecAve customer cares
about and needs to know.• Tool Ap: Try Disqus for blog comments:
– encourage social sharing– engage prospects– organize email addresses
17
Serve.Curate great content• Be a one‐stop‐shop for everything customers need
• “Do what you do best and link to the rest!” ‐@jeearvis
• Resist “NIH” (not invented here) don’t try to generateall the content yourself
http://14t.me/curatecontent
We Need More Followers!Clickthrus?
Fans?
Friends?
Traffic?
Klout?
InfluenAals?
SOMETHINGS? Right? Don’t we? Hello?
The ROI is THERE
• Track conversions from socialmedia
• Build and track relaAonshipsand leads
• Track conversAons with in‐page analyAcs
• Retain customers and createfans
• Save costs ‐ customersupport, lead generaAon