2. Who is Main Street Hub?
• The only full-service Social Media Management company focused exclusively on small local
businesses.
• Low-cost, full-service “do-it-for-you” solution for local businesses to connect with their customers
online
• We do all the work, so you can stay focused on running your business
• Featured in:
• New York Times
• Forbes Magazine
• The Wall Street Journal
• Inc. Magazine
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3. Social Media Facts
Customers are increasingly talking about businesses online, whether businesses want them to or not:
• 8 out of 10 consumers search online first for local businesses before making the purchasing decisions.
A proactively managed social media presence is an asset:
• 60% of Facebook fans and 79% of Twitter followers are
more likely to recommend the business
Responding to customer reviews shows other potential
customers that you care about customer satisfaction
• 8 out of 10 social media users say it's important for businesses
to respond to questions and complaints
Friend-to-friend recommendations on Facebook and
reviews on customer review websites lead to higher
conversions
• Ads/posts including your friend’s name increases recall by 60%
• 9 out of 10 customers trust peer recommendations
Source: Intuit
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4. CUSTOMER REVIEW WEBSITES
Where your customers are going to compare you to your
competition
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5. Customer Review Websites: Recommendations
What are review websites?
Yelp and Google+ Local are online guides that help people find places to eat, shop, drink,
relax and play, based on the informed opinions of other users and reviewers within the
online community. They are also used to gather information about the business such as
pictures, location, timings and deals.
• Claim your profile
• Customize and optimize online profile
• Respond to all reviews
• Create promotions and announcements
Get connected. Get Customers.
6. Claim Your Google+Local Listing
1. Create a Google Account
2. Find your business and select “Manage
this page”
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7. Claim Your Google+Local Listing
3. Type in main business phone number and select “Find business information” to see if Google can pull
up any already created profile information
4. Find your business listing and select “Edit”
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8. Claim Your Google+Local Listing
5. Enter in basic business information 6. Enter in business details such as distance, times,
product details, promotions and photos and video.
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9. Unlock Your Yelp Page
1. Search for your
business
2. Unlock your business
4. To verify your business account, you will be
given a Pin code, select “Call me New” and enter
3. Enter in the code when prompted.
your
business
information
and select
“Continue”
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10. Setup Your Yelp Page
Fill out your business info
completely
Sell yourself here
Customer Reviews
• Respond to all reviews left about your
business
• Be polite and eager to please – people
are watching
• Overwhelm the negative with positive
• Go the extra mile for “influencers”
• Four stars is average – go for five
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11. Maintenance
It is very important that once you setup each one of these sites that you constantly monitor
and maintain each one.
Make sure to:
• Scour sites for new reviews daily
• Respond to every review either publically or privately
• Keep promotions up to date
• Update “About Business” info as your business or menu changes
Run Promotions and Announcements
Give customers a reason to pick up the phone and call you in the moment they’re
looking to spend money.
• Create a special promotion just for customer review websites so you can track it the
business you get from these sites.
• You can target a specific type of clientele
• Use to fill slow days or times
• Don’t want to discount? Add an announcement that is something you already offer
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12. The Importance of Customer Reviews
Allows businesses to create relationships with their customers.
Not Advertising Conversation More Credible
Businesses can:
• Respond to feedback
• Increase customer service
• Get new ideas for products, services, packages
• Promote specific brands, products or services
• Run specials to entice customers to do business with you and act NOW
• Spread word of mouth through friend-to-friend recommendations
• Stay top of mind to encourage repeat business
• Cultivate the relationships with your target market
• Increase customer trust and brand loyalty
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13. Responding to a Positive Customer Reviews
Responding to positive customer
reviews improves businesses
online reputation.
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14. Responding To A Negative Review
Responding to negative reviews is an
example of great customer service follow
up and takes the sting out of the negative.
Turning the negative into a positive
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15. CHECK-IN WEBSITES
Reward your customers for spreading word of mouth about
your business
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16. Foursquare – The Ultimate Mobile Check-In Site
What is Foursquare?
Free mobile application that helps it’s users make the most of where they are. When they’re out and
about, they can use foursquare to share and save the places they visit. And, when they’re looking for
inspiration for what to do next, Foursquare will give personalized recommendations and deals based on
where the user, their friends, and people with their tastes have been.
1 million users in 2010 20 million users in 2012
Best endorsement a business can have is a friend actually at their place of business
Customers can:
• Check-in at a place of business and tell all their friends that they are there
• Foursquare Facebook & Twitter
• Leave tips/feedback for other patrons (You cannot respond to tips)
Business owners can:
• Run promotion around check-ins
• i.e Swarm, Friends, Flash..etc
• Run loyalty programs around check-ins
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18. Facebook
What is Facebook?
Facebook is the largest website on the internet. Its mission is to give people the power to share and make the
world more open and connected. It has over 900 million users. If it were a country, it would be the third largest
on Earth.
Friend
• Each person on Facebook has
an average of 245 friends,
Customer x245 Friend
Friend
most of which are local
Friend
• Every time a business Local Business Customer x245 Friend
engages with its fans on Friend
Facebook, each of their Friend
friends see that they have Customer x245 Friend
interacted with the business Friend
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19. Create Engaging Post
Example: Restaurant
• Product promotion
• Pop culture base
• Question-based posts
• Contests or Giveaway
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20. How Businesses Should Use Facebook
Sign up and let people know that
you are on Facebook.
Stable and growing
fan base
Tawnya’s Facebook friends saw
this post, even if they weren't
linked to the business
144 people saw
this one post
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21. Twitter
What is Twitter?
Twitter is an online social networking service and microblogging service that enables its users to send
and read text-based messages of up to 140 characters, known as "tweets".
• A tool to connect with customers at the right time
• Over 200 million users
• Processes 350 billion tweet every day
• Users are more influential
• Twice as likely to leave a customer review
• Users engage more with businesses
How your business should use Twitter?
Think of Twitter as a channel for positive reviews
• Give customers a pleasant surprise: say thanks
• Use Twitter to reach new people (ex: shown to the right)
• Keep it short
• Integrate Twitter into your Facebook Page and website
• Integrate into offline marketing
• Add to business card
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Get connected. Get Customers.
22. Twitter – Best Practices
• When creating a Twitter page
Handle = Business Name
Ex: @thestinkingrose
• Same types of posts as FB
Information is condensed
into 140 characters
• Trending topics
Using #tags (hashtags) for
brand promotion
• Twitter etiquette
o Frequency of posts
o Re-tweeting
o Follow backs
o Mention special buzz words
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23. TRAVEL REVIEW WEBSITES
Where your potential clients are going when they are
traveling to your city
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24. TripAdvisor Recommendations
What Is TripAdvisor?
TripAdvisor is travel website that assists customers in gathering travel information, posting
reviews and opinions of travel-related content and engaging in interactive travel forums.
Similar to review sites such as Yelp and Google+Local
• Claim your profile
• Customize and optimize online
profile:
• Respond to all reviews
• Link to Social Media Profiles
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25. PROFESSIONAL SOCIAL MEDIA WEBSITE
Strengthen and extend your existing professional network
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26. Linkedin Recommendations
What Is Linkedin?
LinkedIn is the world’s largest professional network with over 120 million members and growing
rapidly. LinkedIn connects you/your business/company to your trusted contacts and helps you
exchange knowledge, ideas, and opportunities with a broader network of professionals.
• Create profile: Add photos, specialties, detailed
profile information, etc.
• Optimize Profile: Make it easy for people to find you
• Get Recommendations: Get happy clients to write
recommendations
• Grow Network: Connect with client and other like-
minded individuals
• Engage: Post engaging content
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Get connected. Get Customers.
28. Common Mistakes
Customer Review Websites
• Responding to reviews in a defensive
manner (ex: shown to the right)
• Leaving out important information
about business or services
• Typos and grammatical errors in
profile Example of a defensive response
• Out-dated promotions
Facebook & Twitter
• Putting out one-way posts and not
getting engagement
• Having a FB “profile” and not a
“business page”
• Posting too often or spamming
• Not posting often enough
Example of one – way posts and over-posting.
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30. Who Has The Time
Setup and polish profiles
• Customer Review 4 - 5 hours
• Facebook & Twitter 3 hours
• Foursquare 1 hour
• LinkedIn 2 hours
Checking for updates
• Customer Review 3x/day (3 minutes x 4 sites) = 18 hours/month
• Facebook & Twitter 3x/day
• Foursquare 1x/day
• LinkedIn 1x/day
Responding to reviews ¼ - 1 hour for each review
Posting Content
• Facebook & Twitter 2x/week (¼ - 1 hour x 2 sites) = 4 - 16 hours/month
• LinkedIn 2x/week (¼ - 1 hour x 2 sites) = 4 - 16 hours/month
Not to mention responding to post, comments & tweets, creating promotions, making
contributions, requesting reviews or recommendations
Average of 50-75 hours each month
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31. Significant Savings
50-75+ hours per month on average to make
social media effective & profitable.
No training or expertise:
• Recent college grad
$10/hour $500-750/month
• A server or other employee
$7/hour $350-525/month
Experienced:
• Independent consultant
$20-100/hour $1000-7500/month
We have the technology, expertise and
manpower to do it right!
Main Street Hub is the most cost-effective
solution for local businesses with plans
starting at 249/month.
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32. Why Work With Main Street Hub
We do EVERYTHING for you
• Increase visibility and exposure online
• 24/7 monitoring
• Fast response time
• Simple and informative reports
• Increased word of mouth
• Significant cost savings compared to
competitors Client Dashboard
• Save you time
Simple Reports
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33. Our Success Rate
We have over a 90% Retention Rate
At or before
Monthly Stat Today % Change
Signup
Average Yelp Traffic 301 507 68%
Average Google Places Traffic 5455 7581 39%
Average Google Places Engagement 468 659 41%
Average Facebook Page Likes/Fans 542 846 56%
Average Facebook View of Posts 3725 19428 422%
Average Facebook Story Comments 16 25 56%
Average Twitter Followers 142 188 32%
Length of partnership
We do not have a long-term contract. We ask that you partner with us for 90 days. After that, we work on a month-to-
month basis
Our clients love us!
Main Street Hub has been an amazing service allowing us to connect with our customers through
social media marketing, which in turn has increased our business. They have been integral in
keeping our fans updated as we launched 2 new locations. With over thousands of reviews on Yelp
alone, Main Street Hub allows each of our customer/fan/critic to feel like they are the only ones
with the individual attention and response they provide on our behalf. They make us look like rock
stars so we can concentrate on actually running the businesses. They are affordable, but quite
frankly, you can't afford NOT to use them!
Sylvia and Young Yi
Pearl's Deluxe Burgers
San Francisco, CA
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