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More Than Just Friends
1.
© SpiderWeb Connections
More than Friends: How to Monetize Open Social Networks
2.
AUTHOR: Susan Schauer John
Susan is the media marketing creator of Spider Web Connections.
3.
© SpiderWeb Connections To
Monetize Social Networks: Marketers need to invite their followers to be more than just “friends”.
4.
© SpiderWeb Connections
Research shows: • Customers want to be more than just a “generic” friend of a company or brand. • Open social networks like Facebook and Twitter are where consumers expect to interact with individuals – their friends, colleagues, acquaintances and professional networks. • Any benefits they receive from ‘friending’ companies in social networks are considered ancillary. • In addition, consumer want direct connections with companies and with other customers.
5.
by sean micholson www.socmedsean.com
6.
© SpiderWeb Connections
What does the customer want from companies? Customers prefer to have separate “customer communities” that are: • Run separately from open social networks – but have strong links to them so they can easily share information. • Proactively managed by companies. • Tightly integrated with the companies website.
7.
© SpiderWeb Connections Why
don’t consumers seek relationships with companies through open social networks? It is about and .
8.
9.
10.
© SpiderWeb Connections
Once Introduced to a product or service: • 81.1% of people say they would next visit the companies’ website. • 25.7% would visit a retail store. • Only 19% would look at it’s Facebook page.
11.
© SpiderWeb Connections
Context and Content Customers want branded customer communities to provide: Relevant, Trusted information at every stage in their buying cycle. The context of the buying cycle is not happening in traditional social networks. Instead, it’s happening on the broader internet – Primarily on manufacturer and retailer websites through organic search.
12.
© SpiderWeb Connections
13.
© SpiderWeb Connections Research
conducted by the Incyte Group: www.incytegroup.com
14.
© SpiderWeb Connections
Research conducted by the Incyte Group: www.incytegroup.com ©spiderwebconnections
15.
© SpiderWeb Connections Research
conducted by the Incyte Group: www.incytegroup.com
16.
© SpiderWeb Connections Chart
#5 How Consumers Prefer to be Introduced to Branded Consumer Communities and Impact on Participation Rates: Research conducted by the Incyte Group: www.incytegroup.com
17.
© SpiderWeb Connections
The Point: The surprise is not that consumers expect to find information about products and services on a company website. What is important to know is that consumers prefer branded customer communities over social networks when they are seeking information to make a purchase decision or accessing service and customer support.
18.
© SpiderWeb Connections
In other words: • Consumers don’t want brand relationships to be part of their open social networks; instead • They want company Websites to be more like their experiences on opens social networks.
19.
© SpiderWeb Connections
Therefore: Step 1: Create a branded customer community. Step 2: Make sure this community offers: - strong link to social networks - content that is indexed by all search engines - support based on consumer needs - technical flexibility Step 3: Leverage your community to turn your best customers into advocates.
20.
© SpiderWeb Connections
21.
Word of mouth
marketing from a companies best customers is the biggest untapped marketing opportunity out there.
22.
© SpiderWeb Connections
References: • Incyte: To Monetize Open Social Networks, Invite Customers to be More Than Just “Friends”. A white paper about the new form of marketing for business. – More on study: www.getsatisfaction.com – Research conducted by the Incyte Group: www.incytegroup.com • Jay Baer and Amber Naslund have written a terrific book called: The Now Revolution. It captures completely the new face of marketing for businesses. http://www.convinceandconvert.com/ • Tom Fishburne, “The Marketoonist” : http://tomfishburne.com/ • There are a number of great social media newsletters available for free that I read regularly and highly recommend. Each has contributed to my education and writings. They include: – http://www.socialmediaexaminer.com/ – http://maximizesocialmedia.com/ – http://www.toprankblog.com/ – http://www.bizsugar.com/ – https://www.facebook.com/business/build
23.
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