Building Customer Loyalty Through Social Media

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Slides from the presentation given to the Canadian Gaming Summit on April 20, 2011 on increasing customer loyalty through effective use of social media.

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Building Customer Loyalty Through Social Media

  1. 1. Increasing Customer Loyalty Through Social Media
  2. 2. I Heart Social MediaSocial Media + Gaming: BFFsCustomer loyalty 2.0Winning! (© Charlie Sheen)Questions?
  3. 3. Social 60% networking increased byof medium-sizedbusinesses have won new 13% customers via social media 6.6B 17M video views in Facebook Q4 2010 Profiles
  4. 4. The Reigning Champion
  5. 5. Aha! TMSocial Media is not a fad.
  6. 6. 3.1% 76% Of Facebook of YouTube Pages have videos have less than more than 1,000 “likes” 1,000 views 15% of Twitter users have more than350 followers
  7. 7. InformationCreativity Entertainment
  8. 8. Planet Hollywood: “Phamous” video 2.6M views on YouTube
  9. 9. Effort.
  10. 10. I can read your mind. I don’t have millions for marketing!
  11. 11. University of Pennsylvania: What kinds of stories are shared?Happiness. Awe. Emotion. Surprise.
  12. 12. Chadwick Martin Bailey & iModerate81% 80% Research Technologies study 63% 54% 53%
  13. 13. Fun News Sharing
  14. 14. Aha! TMGaming is a natural for social media.
  15. 15. Comparing Best PracticesElement Customer Loyalty Social MediaCustomization I’m not just a customer, I’m a They tailor my experience to real person. me.Trust I know they provide a quality They have been around; I know product. who they are.Responsiveness They address my needs and They answer to my inquiries concerns. and concerns.Relevance Providing information when I Quick and timely information want/need it. wherever I am.Transparency They are upfront about how They are upfront about who they conduct business. they are.Value I feel they provided the service I Their content adds to the asked for. experience.Community I feel at home when I interact Interacting with a group of like- with this community. minded users.
  16. 16. Aha! TMGood customer loyalty practices are also good social media practices.
  17. 17. PersonalizeValue Community
  18. 18. Trust Dialogue DataPersonalize Customization
  19. 19. Track and analyze all your data.
  20. 20. Networks ExclusivityCommunity Experience
  21. 21. MGM Grand atFoxwoods SocialNetwork
  22. 22. But it needs to be online.
  23. 23. “Phamous” Flashmob. A shared experience.
  24. 24. “I wish I was there.”
  25. 25. MemorableCustomization Value Relevance
  26. 26. How you target them Is different than how you target..
  27. 27. ...them.
  28. 28. Wynn CasinoFoursquare Page
  29. 29. BaronaValley Ranch Facebook Page
  30. 30. Learn all you can. Use the data to segment and target.
  31. 31. Aha! TMDeepen customer loyalty by integrating, gathering & using online feedback.

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