Living Up To Your Brand Promise - SNHU's Steve Boucher

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As part of Dyn's first Social Media Bootcamp for Non-Profits event, Southern New Hampshire University's Steve Boucher gave some great tips on how brands (profit or non-profit) must live up to their promises through social media.

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Living Up To Your Brand Promise - SNHU's Steve Boucher

  1. 1. Steve Boucher Senior Director of Marketing & Communications Southern New Hampshire University
  2. 2. One Thousand Times Over….
  3. 3. The Importance of a Promise
  4. 4. Social Media Promises Require Time
  5. 5. The Struggle  According to the National Center for Charitable Statistics, there were 7,767 non-profit organizations in the state of New Hampshire in 2010.  Each one of these organizations is fighting for the same piece of the charitable giving pie.  Those with the means to give are inundated with messaging from organizations seeking to grow and thrive.
  6. 6. The Opportunity  Social media provides an opportunity to innovate and set your organization apart.
  7. 7. Where the Battle Will Be Won
  8. 8. Answering the Wake Up Call  According to Social Bakers’ social customer care analysis, social media properties monitored by brands were only answering about 30% of questions posed via social media in 2012.  In 2013, brands doubled their response rate to social questions to 62%. That represents a 143% year-overyear increase!
  9. 9. The Justification  71% of consumers who experience a quick and effective brand response on social media are likely to recommend that brand to others, compared to just 19% of customers who don’t receive a response. (NM Incite)
  10. 10. Fifteen Tips to Customer Service Success
  11. 11. 1. Be Timely
  12. 12. The New Expectation  51% of Facebook users expect a same-day response.  52% of Twitter users expect a response within two hours.(Salesforce Desk)
  13. 13. 2. Be Accurate
  14. 14. 3. Be Open to Criticism & Act on It
  15. 15. 4. Set Ground Rules
  16. 16. 5. Don’t Censor
  17. 17. 6. Be Transparent
  18. 18. 7. Be Human
  19. 19. 8. Feature Compelling Content
  20. 20. 9. Amplify Your Message
  21. 21. 10. Have a Plan
  22. 22. 11. Take Reasonable Risks
  23. 23. 12. Communicate Frequently (w/caveat)
  24. 24. 13. It’s About Conversations
  25. 25. 14. Ask Questions
  26. 26. 15. Keep Your Promises
  27. 27. Thank You (Again)!

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