Utilizing Social Media for Acquisition & Retention
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Utilizing Social Media for Acquisition & Retention

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How can you use Community building and Social to earn and keep customers without paying a ton of money. My presentation at Searchlove Boston.

How can you use Community building and Social to earn and keep customers without paying a ton of money. My presentation at Searchlove Boston.

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  • At SEOmoz each touch with a customer costs $6 (should find out how they broke that down)What if you could cut that in half by answering questions even faster via Social Media?You can train your customers to use socialYou'll need a dedicated person
  • The first step to a good retention program via social is to make sure anyone managing that social channel is empowered to make decisions quicklyOr there must be a quick escalation pathExamples: This will ensure that questions get responded to quickly

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  • 1. Utilizing Social Media forCustomer Acquisition & Retention Jennifer Sable Lopez Director of Community @jennita
  • 2. Customer Acquisition = $$?
  • 3. How To Earn Customersvia Social Title of presentation(without spending a shit ton of money)
  • 4. Optimize Social Sharing@jennita #SearchLove
  • 5. Good, but basic.
  • 6. In-App Sharing@jennita #SearchLove
  • 7. Getting better!
  • 8. Shareable URLs #Win@jennita #SearchLove
  • 9. Show some data@jennita #SearchLove
  • 10. Now we’re on to something!
  • 11. “Pay” with a Tweet/Share@jennita #SearchLove
  • 12. “Pay” with a Tweet/Share@jennita #SearchLove
  • 13. Social Proof@jennita #SearchLove
  • 14. Connect G+ to Adwords CTR #Win@jennita #SearchLove
  • 15. Facebook EdgeRank 181 Likes 45 Shares 11 commentsNot tooshabby!@jennita #SearchLove
  • 16. Try something new 271 Likes 91 Shares 13 commentsIMAGESFTW!@jennita #SearchLove
  • 17. Pay For It $$$ Le sigh.@jennita #SearchLove
  • 18. Uhm… Ask?@jennita #SearchLove
  • 19. Uhm… Ask?@jennita #SearchLove
  • 20. KEEP ALL THE CUSTOMERS Title of presentation
  • 21. Community. ehem.@jennita #SearchLove
  • 22. Social Sign In@jennita #SearchLove
  • 23. Super, Dumb, EASY@jennita #SearchLove
  • 24. Social Sign In@jennita #SearchLove
  • 25. Use that info, to make it EASY@jennita #SearchLove
  • 26. Want them to contact you?@jennita #SearchLove
  • 27. Can they find you?Phone, check.Email, check.Social, CHECK.@jennita #SearchLove
  • 28. Sometimes you gotta take it off Social@jennita #SearchLove
  • 29. Examples@jennita #SearchLove
  • 30. Wow Them!
  • 31. Save $$ No, Really.@jennita #SearchLove
  • 32. Customer Service1st response =9 hours @jennita #SearchLove
  • 33. Social Media Manager Can answer tweets within minutes@jennita #SearchLove
  • 34. Empower the Manager@jennita #SearchLove
  • 35. TEST All The THINGS Title of presentation
  • 36. O RLY?
  • 37. Yours *will* bedifferent.
  • 38. Go forth…Acquire + Retain
  • 39. Thank You! Jennifer Sable Lopez Director of Community SEOmoz @jennita