15 Strategies to Make your Organization More @DaveKerpen, CEO, @LikeableMedia Author of @likeablebook June 2011
 
<ul><li>Social media is not free. </li></ul><ul><li>Social media will not bring you instant results. </li></ul><ul><li>Soc...
like is the new link
it’s not about you…
Likeable Social Media:  How to Delight Your Customers,  Create an Irresistible Brand,  and Be Generally Amazing on  (& oth...
1. listen first and never stop listening
 
2. think – and act – like your customer
 
 
3. compel your customers to be your first fans
 
 
4. respond quickly to all bad comments
 
 
 
5. respond to good comments too
 
online influencers… the new celebrities?
6. be authentic
 
7. should you ask a lot of questions?
1. Pose a question or challenge directly to fans  2. Ask fans to “like” it 3. Announce winners of a Facebook-hosted contes...
•  In 100% of cases, engagement rates for posts that asked fans to “‘Like’ this” were up to 5.5 times (on average 2.7x) hi...
8. provide value (yes, for free!)
 
9. share stories (they’re your social currency)
 
10. inspire your customers to share stories
 
11. integrate facebook into the entire customer experience
 
12. use facebook ads for greater impact
 
 
 
 
13. admit when you screw up then leverage your mistakes
 
14. consistently deliver excitement, surprise, & delight
 
free chillzones
15. don’t sell! just make it easy & compelling for customers to buy
 
but how do we get started today?
getting started on:
If you can add a business as a “FRIEND”, it’s not properly set up on Facebook.  Individual profiles are for Individuals. p...
Groups are organized around common interest. Limited functionality, but able to organize large groups of people. Can be pu...
Established for businesses:  Become a LIKER Completely public, don’t need to be a member of Facebook to view HIGHLY functi...
community pages
the 5 most engaging status updates
getting started on:
•  Consumer Insight •  Customer Service •  Real Time Communication   best uses
Limited to 140 Characters, Twitter is based on the simple premise of reporting “What’s happening?” right now “ what’s happ...
Type “RT @DaveKerpen:” OR Simply click the “Retweet” button retweeting
Click the “Reply” button… @reply
DM (Direct Messaging)
tweetdeck
hootsuite
other apps
getting started on:
•  Demonstrating Corporate Culture •  Demonstrating Product Uses Best Uses
•  Content is more important than production quality. A good flipcam will do. •  Short and sweet is almost always better. ...
 
getting started on:
•  Recruitment •  Retention •  Industry Collaboration  best uses
company profiles
getting started on:
Blogs allow you to connect with the consumer in a more casual level, enable you to talk directly with consumer via comment...
There are over 200 million US-based blogs. In addition to providing a platform for expanded, easily updatable content, blo...
 
 
likeable.com likeablebook.com Engage with me @DaveKerpen on Twitter Ask us questions @  Facebook.com/LikeableMedia Or, ema...
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Likeable Social Media: How to Delight Your Customers, Create an Irresistible Brand, and be Generally Amazing on Facebook (and Other Social Networks)

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Likeable Social Media: How to Delight Your Customers, Create an Irresistible Brand

Presentation given by Dave Kerpen, CEO of Likeable Media. Moderated by Mike Lewis, VP of Sales and Marketing at Awareness, Inc. Original air date: 6-9-11

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Likeable Social Media: How to Delight Your Customers, Create an Irresistible Brand, and be Generally Amazing on Facebook (and Other Social Networks)

  1. 15 Strategies to Make your Organization More @DaveKerpen, CEO, @LikeableMedia Author of @likeablebook June 2011
  2.  
  3. <ul><li>Social media is not free. </li></ul><ul><li>Social media will not bring you instant results. </li></ul><ul><li>Social media cannot make up for a bad product or service. </li></ul>Warnings about Social Media
  4. like is the new link
  5. it’s not about you…
  6. Likeable Social Media: How to Delight Your Customers, Create an Irresistible Brand, and Be Generally Amazing on (& other social networks) 15 ways…
  7. 1. listen first and never stop listening
  8.  
  9. 2. think – and act – like your customer
  10.  
  11.  
  12. 3. compel your customers to be your first fans
  13.  
  14.  
  15. 4. respond quickly to all bad comments
  16.  
  17.  
  18.  
  19. 5. respond to good comments too
  20.  
  21. online influencers… the new celebrities?
  22. 6. be authentic
  23.  
  24. 7. should you ask a lot of questions?
  25. 1. Pose a question or challenge directly to fans 2. Ask fans to “like” it 3. Announce winners of a Facebook-hosted contest or sweepstakes 4. Include “everything else” – all remaining status updates that didn’t fit any of the above categories in a recent study, Likeable Media looked at status updates that…
  26. • In 100% of cases, engagement rates for posts that asked fans to “‘Like’ this” were up to 5.5 times (on average 2.7x) higher than those for “other updates”.* • In 9 out of 10 cases, status updates that posed a question directly to fans were 2-6 times as engaging as “other updates”. Likeable Media found the following…
  27. 8. provide value (yes, for free!)
  28.  
  29. 9. share stories (they’re your social currency)
  30.  
  31. 10. inspire your customers to share stories
  32.  
  33. 11. integrate facebook into the entire customer experience
  34.  
  35. 12. use facebook ads for greater impact
  36.  
  37.  
  38.  
  39.  
  40. 13. admit when you screw up then leverage your mistakes
  41.  
  42. 14. consistently deliver excitement, surprise, & delight
  43.  
  44. free chillzones
  45. 15. don’t sell! just make it easy & compelling for customers to buy
  46.  
  47. but how do we get started today?
  48. getting started on:
  49. If you can add a business as a “FRIEND”, it’s not properly set up on Facebook. Individual profiles are for Individuals. profiles
  50. Groups are organized around common interest. Limited functionality, but able to organize large groups of people. Can be public or private. groups
  51. Established for businesses: Become a LIKER Completely public, don’t need to be a member of Facebook to view HIGHLY functional. fan pages
  52. community pages
  53. the 5 most engaging status updates
  54. getting started on:
  55. • Consumer Insight • Customer Service • Real Time Communication best uses
  56. Limited to 140 Characters, Twitter is based on the simple premise of reporting “What’s happening?” right now “ what’s happening?”
  57. Type “RT @DaveKerpen:” OR Simply click the “Retweet” button retweeting
  58. Click the “Reply” button… @reply
  59. DM (Direct Messaging)
  60. tweetdeck
  61. hootsuite
  62. other apps
  63. getting started on:
  64. • Demonstrating Corporate Culture • Demonstrating Product Uses Best Uses
  65. • Content is more important than production quality. A good flipcam will do. • Short and sweet is almost always better. A good rule of thumb is 30-90 seconds per video. • Have fun. Video is a great way to showcase your brand’s personality . • Answer people’s comments. Tips
  66.  
  67. getting started on:
  68. • Recruitment • Retention • Industry Collaboration best uses
  69. company profiles
  70. getting started on:
  71. Blogs allow you to connect with the consumer in a more casual level, enable you to talk directly with consumer via comments, and allow you to expand and explore topics best uses
  72. There are over 200 million US-based blogs. In addition to providing a platform for expanded, easily updatable content, blogs have another important purpose: B.L.O.G. = BETTER LISTINGS ON GOOGLE (and Bing too!)
  73.  
  74.  
  75. likeable.com likeablebook.com Engage with me @DaveKerpen on Twitter Ask us questions @ Facebook.com/LikeableMedia Or, email me anytime dave@likeable.com thank you/ grand prize/ I love feedback

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