15 Strategies to Make Your Organization More @DaveKerpen, CEO, @LikeableMedia Author of @likeablebook June 2011
Warnings about Social Media <ul><li>Social media is not free. </li></ul><ul><li>Social media will not bring you instant re...
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
 
 
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...
 
Thank You/ Grand Prize/  I Love Feedback likeable.com likeablebook.com Engage with me @DaveKerpen on Twitter Ask us questi...
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15 Ways to Make Your Organization More Likeable

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15 Ways to Make Your Organization More Likeable

  1. 1. 15 Strategies to Make Your Organization More @DaveKerpen, CEO, @LikeableMedia Author of @likeablebook June 2011
  2. 2. Warnings about Social Media <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>
  3. 3. Like is the New Link
  4. 4. It’s Not About You…
  5. 5. Likeable Social Media: How to Delight Your Customers, Create an Irresistible Brand, and Be Generally Amazing on (& other social networks) 15 ways…
  6. 6. 1. listen first and never stop listening
  7. 8. 2. think – and act – like your customer
  8. 11. 3. compel your customers to be your first fans
  9. 14. 4. respond quickly to all bad comments
  10. 18. 5. respond to good comments too
  11. 20. online influencers… the new celebrities?
  12. 21. 6. be authentic
  13. 23. 7. should you ask a lot of questions?
  14. 24. 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…
  15. 25. • 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…
  16. 26. 8. provide value (yes, for free!)
  17. 28. 9. share stories (they’re your social currency)
  18. 30. 10. inspire your customers to share stories
  19. 32. 11. integrate facebook into the entire customer experience
  20. 34. 12. use facebook ads for greater impact
  21. 39. 13. admit when you screw up then leverage your mistakes
  22. 41. 14. consistently deliver excitement, surprise, & delight
  23. 44. 15. don’t sell! just make it easy & compelling for customers to buy
  24. 46. but how do we get started today?
  25. 47. getting started on:
  26. 48. If you can add a business as a “FRIEND”, it’s not properly set up on Facebook. Individual profiles are for Individuals. profiles:
  27. 49. Groups are organized around common interest. Limited functionality, but able to organize large groups of people. Can be public or private. groups:
  28. 50. Established for businesses: Become a LIKER Completely public, don’t need to be a member of Facebook to view HIGHLY functional. fan pages:
  29. 51. community pages:
  30. 52. the 5 most engaging status updates:
  31. 53. getting started on:
  32. 54. • Consumer Insight • Customer Service • Real Time Communication best uses
  33. 55. Limited to 140 Characters, Twitter is based on the simple premise of reporting “What’s happening?” right now “ what’s happening?”
  34. 56. Type “RT @DaveKerpen:” OR Simply click the “Retweet” button retweeting:
  35. 57. Click the “Reply” button… @reply:
  36. 58. DM (Direct Messaging):
  37. 59. tweetdeck:
  38. 60. hootsuite:
  39. 61. other apps:
  40. 62. getting started on:
  41. 63. • Demonstrating Corporate Culture • Demonstrating Product Uses best uses:
  42. 64. • 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:
  43. 66. getting started on:
  44. 67. • Recruitment • Retention • Industry Collaboration best uses:
  45. 68. company profiles:
  46. 69. getting started on:
  47. 70. 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:
  48. 71. 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!)
  49. 73. Thank You/ Grand Prize/ I Love Feedback likeable.com likeablebook.com Engage with me @DaveKerpen on Twitter Ask us questions @ Facebook.com/LikeableMedia Or, email me anytime dave@likeable.com
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