How to attract - and keep - customers
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How to attract - and keep - customers

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Presentation given to South West Brisbane Chamber of Commerce, 26 April 2012

Presentation given to South West Brisbane Chamber of Commerce, 26 April 2012

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    How to attract - and keep - customers How to attract - and keep - customers Presentation Transcript

    • How  to  attract   -­‐  and  keep  -­‐   customerswww.melkettle.com.au @melkettleThursday, 26 April 2012
    • Doing what you have always done will no longer get you what you have always gotwww.melkettle.com.au @melkettleThursday, 26 April 2012
    • Tip  #1 Have  a  marketing  planwww.melkettle.com.au @melkettleThursday, 26 April 2012
    • 4 P’s of Marketingwww.melkettle.com.au @melkettleThursday, 26 April 2012
    • 4 P’s of Marketingwww.melkettle.com.au @melkettleThursday, 26 April 2012
    • 4 C’s of marketing and social media... 1. Customers 2. Content 3. Channel 4. Communitywww.melkettle.com.au @melkettleThursday, 26 April 2012
    • Customers • Customer is #1 • Know who they are! • Go where they go • Engage and converse with themwww.melkettle.com.au @melkettleThursday, 26 April 2012
    • Know your customerswww.melkettle.com.au @melkettleThursday, 26 April 2012
    • AND know what they wantwww.melkettle.com.au @melkettleThursday, 26 April 2012
    • Content • Content is king - words, video, photos • Provide information that is valuable to your customers • Be consistent with content • It’s not all white papers...www.melkettle.com.au @melkettleThursday, 26 April 2012
    • Channel • Which communication channels are right for you? Web, brochures, social media, advertising, events...? • Go where your customers go - know your target market • Facebook is not for everyone • Time and money considerationswww.melkettle.com.au @melkettleThursday, 26 April 2012
    • Community • Engage with customers • Encourage and provide tools for them to engage with each other • People WANT to interact • Customer generated content - for customers by customers in the way customers want to receive informationwww.melkettle.com.au @melkettleThursday, 26 April 2012
    • www.melkettle.com.au @melkettleThursday, 26 April 2012
    • www.melkettle.com.au @melkettleThursday, 26 April 2012
    • www.melkettle.com.au @melkettleThursday, 26 April 2012
    • www.melkettle.com.au @melkettleThursday, 26 April 2012
    • www.melkettle.com.au @melkettleThursday, 26 April 2012
    • www.melkettle.com.au @melkettleThursday, 26 April 2012
    • Measure what you do • Quality vs quantity • How often you engage • Number and nature of comments • Visits from links to your sites • Sales or new opportunities or other business benefits • Increased word of mouthwww.melkettle.com.au @melkettleThursday, 26 April 2012
    • Tip  #2 Use  your   networks   and  contactswww.melkettle.com.au @melkettleThursday, 26 April 2012
    • Networking  is  an  investment   in  your  futurewww.melkettle.com.au @melkettleThursday, 26 April 2012
    • Your database is one of the most important marketing tools you have.www.melkettle.com.au @melkettleThursday, 26 April 2012
    • The  average  person   knows  200  peoplewww.melkettle.com.au @melkettleThursday, 26 April 2012
    • Who   knows   YOU?www.melkettle.com.au @melkettleThursday, 26 April 2012
    • Partner  upwww.melkettle.com.au @melkettleThursday, 26 April 2012
    • Expand  your  circle  of   influencewww.melkettle.com.au @melkettleThursday, 26 April 2012
    • Networking  happens   ALL  THE  TIMEwww.melkettle.com.au @melkettleThursday, 26 April 2012
    • Build  your  network   now.  Before  you   need  it.  www.melkettle.com.au @melkettleThursday, 26 April 2012
    • Don’t  forget  your   current  clientswww.melkettle.com.au @melkettleThursday, 26 April 2012
    • Tip  #3 Word  of  mouthwww.melkettle.com.au @melkettleThursday, 26 April 2012
    • “By 2011 90% of your sales will come from word of mouth or digital promotion” Seth Godin, 2009www.melkettle.com.au @melkettleThursday, 26 April 2012
    • 78%  of  people  trust   peer   recommendationswww.melkettle.com.au @melkettleThursday, 26 April 2012
    • 14%   trust  advertisingwww.melkettle.com.au @melkettleThursday, 26 April 2012
    • Excel  at   customer  service... give  them  more   than  they  expectwww.melkettle.com.au @melkettleThursday, 26 April 2012
    • People  buy  on  emotion.  Not     logic.   Stop  selling.  www.melkettle.com.au @melkettleThursday, 26 April 2012
    • It  is  8-­‐10  times  more   expensive  to  gain  a  new   client  than  to  retain  a   current  client  www.melkettle.com.au @melkettleThursday, 26 April 2012
    • www.melkettle.com.au @melkettleThursday, 26 April 2012
    • Tip  #4 Engage  with  your   customers  using   social  mediawww.melkettle.com.au @melkettleThursday, 26 April 2012
    • www.melkettle.com.au @melkettleThursday, 26 April 2012
    • Social networks used by Small Business Twitter 78% Facebook 75% LinkedIn 30% Tumblr 11% Flickr 13% Wordpress 22% Blogger 10% 0% 20% 40% 60% 80% Source: www.prdaily.comwww.melkettle.com.au @melkettleThursday, 26 April 2012
    • Old communication was one-waywww.melkettle.com.au @melkettleThursday, 26 April 2012
    • Now communication is two-way And conversations are with manywww.melkettle.com.au @melkettleThursday, 26 April 2012
    • It’s no longer B2B. It’s no longer B2C. It’s now P2P. Person 2 Person.www.melkettle.com.au @melkettleThursday, 26 April 2012
    • www.melkettle.com.au @melkettleThursday, 26 April 2012
    • Socialnomics 2011www.melkettle.com.au @melkettleThursday, 26 April 2012
    • In Australia • 10.6 million on facebook • >1 million on LinkedIn • 1.9 million on twitter • 8 million bloggers • Facebook - 19.3% pages viewed in Sept 2010. Compared to 7.4% Google • Average user spent 28 minutes and 58 seconds on facebook • 77% watched video content in Oct 2010 - 26% on mobile • 36% access internet via mobile phone in 2010 • 9% use their mobile phone to purchase • 5% total retail sales online in 2010, increasing by 12% on 2009www.melkettle.com.au http://digitalmarketinglab.com.au @melkettleThursday, 26 April 2012
    • Not only for kids...www.melkettle.com.au @melkettleThursday, 26 April 2012
    • Brand facts • Facebook: 40% follow a brand. 51% of these will purchase brand • Twitter: 25% follow a brand, 67% will purchasewww.melkettle.com.au @melkettleThursday, 26 April 2012
    • www.melkettle.com.au @melkettleThursday, 26 April 2012
    • Use online channels to inspire offline behaviour change and ACTIONwww.melkettle.com.au @melkettleThursday, 26 April 2012
    • Mobile communicationwww.melkettle.com.au @melkettleThursday, 26 April 2012
    • Mobile phone is the greatest piece of persuasive technology of all time. Location-specific Contextual Timely Immediate www.melkettle.com.au @melkettleThursday, 26 April 2012
    • By 2012 As many connected mobile phones, as there are people. (PhoneCount)www.melkettle.com.au @melkettleThursday, 26 April 2012
    • Mobile • >250m facebook users access via mobile • Mobile facebook users are twice as active • 15 billion downloads from Apple’s App Store • Geotagging - FourSquare, Facebook Placeswww.melkettle.com.au @melkettleThursday, 26 April 2012
    • Teenagers prefer texting to talkingwww.melkettle.com.au @melkettleThursday, 26 April 2012
    • Source: http://blog.lab42.com/www.melkettle.com.au @melkettleThursday, 26 April 2012
    • Tip  #5 Say  thank  youwww.melkettle.com.au @melkettleThursday, 26 April 2012
    • • 2. Let others know you are listeningwww.melkettle.com.au @melkettleThursday, 26 April 2012
    • Thank  you.   @melkettle www.melkettle.com.auwww.melkettle.com.au @melkettleThursday, 26 April 2012