Utilizing Social Media forCustomer Acquisition & Retention             Jennifer Sable Lopez             Director of Commun...
Customer Acquisition = $$?
How To Earn Customersvia Social   Title of presentation(without spending a shit ton of money)
Optimize Social Sharing@jennita #SearchLove
Good, but basic.
In-App Sharing@jennita #SearchLove
Getting better!
Shareable URLs                       #Win@jennita #SearchLove
Show some data@jennita #SearchLove
Now we’re on to something!
“Pay” with a Tweet/Share@jennita #SearchLove
“Pay” with a Tweet/Share@jennita #SearchLove
Social Proof@jennita #SearchLove
Connect G+ to Adwords                           CTR #Win@jennita #SearchLove
Facebook EdgeRank                       181 Likes                       45 Shares                       11 commentsNot too...
Try something new                       271 Likes                       91 Shares                       13 commentsIMAGESF...
Pay For It $$$ Le sigh.@jennita #SearchLove
Uhm… Ask?@jennita #SearchLove
Uhm… Ask?@jennita #SearchLove
KEEP ALL THE CUSTOMERS Title of presentation
Community.                         ehem.@jennita #SearchLove
Social Sign In@jennita #SearchLove
Super, Dumb, EASY@jennita #SearchLove
Social Sign In@jennita #SearchLove
Use that info, to make it EASY@jennita #SearchLove
Want them to contact you?@jennita #SearchLove
Can they find you?Phone, check.Email, check.Social, CHECK.@jennita #SearchLove
Sometimes you gotta         take it off Social@jennita #SearchLove
Examples@jennita #SearchLove
Wow Them!
Save $$                       No, Really.@jennita #SearchLove
Customer Service1st response   =9 hours @jennita #SearchLove
Social Media Manager                          Can answer                          tweets within                          m...
Empower the Manager@jennita #SearchLove
TEST All The THINGS  Title of presentation
O RLY?
Yours *will* bedifferent.
Go forth…Acquire + Retain
Thank You!      Jennifer Sable Lopez      Director of Community      SEOmoz      @jennita
Utilizing Social Media for Acquisition & Retention
Utilizing Social Media for Acquisition & Retention
Utilizing Social Media for Acquisition & Retention
Utilizing Social Media for Acquisition & Retention
Utilizing Social Media for Acquisition & Retention
Utilizing Social Media for Acquisition & Retention
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.

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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
  • Utilizing Social Media for Acquisition & Retention

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