Social Media for Customer Connections

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Consumer-centric organizations know that social media can be used to engage with customers, leading to increased satisfaction and the acquisition of new customers through the power of viral marketing - yet relatively few firms do it well. David presents a practical guide for any organization that aspires to create direct, deep, rewarding relationships with its patrons and prospects. David demonstrates how a range of Web 2.0 tools and techniques can be used to start and sustain conversations and humanize the organization in the eyes of those it seeks to serve.

For more info on this, get David's book, Face2Face: Using Facebook, Twitter, and other social media tools to create great customer connections!

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Social Media for Customer Connections

  1. 1. Social Media flickr.com/photos/94852245@N00/4338268272/ for customer david lee king | topeka & shawnee county public library | davidleeking.com connections
  2. 2. flickr.com/photos/30008935@N00/417833522/ problem: we haven’t embraced the social web
  3. 3. we have the tools flickr.com/photos/safari_vacation/6257284524/
  4. 4. not quite sure how to use them!
  5. 5. So, what do you think about our library? flickr.com/photos/10059155@N05/4712929433/
  6. 6. What's missing? flickr.com/photos/40624839@N02/3784049371/ face2face interaction
  7. 7. how online engagement works flickr.com/photos/23697075@N03/3010947232/
  8. 8. flickr.com/photos/niallkennedy/667670285/
  9. 9. 3 ways to transform into a face2face library flickr.com/photos/94852245@N00/4338268272/
  10. 10. 1. listening flickr.com/photos/94852245@N00/4338268272/
  11. 11. why listen? flickr.com/photos/58571789@N00/4519906494/
  12. 12. what to listen for flickr.com/photos/58571789@N00/4519906494/
  13. 13. responding flickr.com/photos/58571789@N00/4519906494/
  14. 14. listening in Topeka flickr.com/photos/58571789@N00/4519906494/
  15. 15. 2. basic communication (online) flickr.com/photos/94852245@N00/4338268272/
  16. 16. conversational writing
  17. 17. add pictures & video
  18. 18. add pictures & video [like this]
  19. 19. be “you” online [“you”]
  20. 20. pics of staff new stuff customers!
  21. 21. where are the people? flickr.com/photos/hackleypubliclibrary/3903700537/
  22. 22. 3. “doing” community flickr.com/photos/94852245@N00/4338268272/
  23. 23. we get this
  24. 24. flickr.com/photos/53472606@N00/2751815892/ less control here
  25. 25. respond to critics flickr.com/photos/41987260@N00/3634805732/
  26. 26. listen first flickr.com/photos/41987260@N00/3634805732/
  27. 27. admit & apologize flickr.com/photos/41987260@N00/3634805732/
  28. 28. be nice flickr.com/photos/41987260@N00/3634805732/
  29. 29. be quiet (i.e., don’t respond) flickr.com/photos/41987260@N00/3634805732/
  30. 30. develop a thick skin flickr.com/photos/41987260@N00/3634805732/
  31. 31. where to start! flickr.com/photos/94852245@N00/4338268272/
  32. 32. ask flickr.com/photos/94852245@N00/4338268272/
  33. 33. set goals & strategy flickr.com/photos/21290415@N05/3006994838/
  34. 34. who does the work? flickr.com/photos/aboutmattlaw/3673332299/
  35. 35. measure success flickr.com/photos/aboutmattlaw/3673332299/
  36. 36. flickr.com/photos/94852245@N00/4338268272/ creating great customer connections starts with you!
  37. 37. thank you! davidleeking.com

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