How to Successfully Tackle the Many Roles of the Social Media Manager

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  • This one is a great monitoring tool and huge time saver.  Use this to do a quick scan for your name, your business, product, or brand terms. To get started, enter your search terms.  You have the option to get updates as they happen or in a daily digest. So if someone mentions you, your business or products in a blog, an alert is emailed.  And if you like, you can choose to read about those and respond immediately.
  • is another tool that allows you to schedule Facebook posts, tweets and LinkedIn updates.  Where it differs from Hootsuite is that it selects times to automatically publish content when your audience is most engaged.  It also allows to you analyze your content to determine what has been most popular and least effective with your audience.
  • is a social media dashboard that lets users manage and measure their presence across social networks, including Facebook, Twitter, LinkedIn, and Google+ Page.  You’re able to publish and schedule posts and tweets, and monitor and respond to your fans and followers right in the platform.  You can track mentions of your brand, and also your key competitors, and you can create a stream to monitor conversation surrounding relevant keywords.  Hootsuite ensures that you’ll never miss an opportunity.
  • How do you keep up with the latest industry news? Visiting a variety of different web sites and clicking through information can be really time-consuming.  You don’t have to do that anymore.Similar to monitoring your other social networks, your Reader is a great place to centralize your searches and get the daily reads in one spot.  Set up RSS feeds for searches of your industry or competitors or simply use it as a news source. The front page lets you see new items at a quick glance.
  • is a tool specializing in Twitter analysis.  Through it, you can learn about your follower demographics, when your followers are online and when they’re most engaged with your content, and engage and interact with your followers.
  • Facebook Insights is a tool that will allow you to learn more about your page’s audience, and how your content is performing.  You can learn about your fan demographics, where your likes are coming from and when, which posts users are finding most engaging, and which tabs receive the most traffic.
  • relatively new tool used to measure your brand’s influence on Pinterest.  It takes into account the reach and virality of your pins, and you can learn your Pinfluence score and determine which boards and pins are most engaging.
  • relatively new tool used to measure your brand’s influence on Pinterest.  It takes into account the reach and virality of your pins, and you can learn your Pinfluence score and determine which boards and pins are most engaging.
  • We drove $4,888 in sales through Pinterest in one month for one of our clients.We drove a weekly average of $1,222 in sales through Pinterest for one of our clients. (Month of 4/2-5/6)
  • Our social media promotions for a client drove 57,487 purchases in one year to the client's retail stores.A social media campaign we lead for a client drove a monthly average of 4,790 units sold in store
  • New Customers63% of those participating in a Facebook promotion we ran for our client were new customers for the brand.Facebook fans vs. non-Facebook fansCustomers who like our client on Facebook spend on average $43.46 more than those who don't. ($/Cust)Customers who like our client on Facebook spend 1.53 times more on average than those who don't. ($/Cust)The ADS (Average Dollar Sale) of customers who like our client on Facebook is 1.35 times higher than those who don't. (ADS).The ADS (Average Dollar Sale) of customers who like our client on Facebook is $26.65 higher than those who don't. (ADS) Existing Customers: Facebook fans vs. non-Facebook fansExisting customers and Facebook fans of our client spend 1.88 times more on average than existing customers who are not Facebook fans. ($/Cust)Average Dollar Sale for existing customers who like our client on Facebook is 1.49 times more than existing customers who are not Facebook fans. (ADS)Existing customers who like our client on Facebook spend $60.27 more than existing customers who don't. ($/Cust)Average Dollar Sale for existing customers who like our client on Facebook is $32.45 more than existing customers who don't. (ADS)
  • In the three months since we started working with Logitech (compared to previous 3 months), we:Increased visits from Twitter to Logitech.com 235%Increased revenue from Twitter on Logitech.com by 760%Increased number of orders on Logitech.com from Twitter by 200%Increased % of total visits to Logitech.com from social media sites by 45%Increased visits to Logitech.com from social sites by 17.5%Increased revenue on Logitech.com from social sites by 16.1%Increased number of orders on Logitech.com from social sites by 36.4%Ran a campaign that generated $11,950 in revenue on Logitech.com in just 19 days
  • How to Successfully Tackle the Many Roles of the Social Media Manager

    1. 1. How to Successfully Tackle the Many Roles ofthe Social Media Manager Presented by Dave Kerpen #likeable slideshare.net/likeable http://bit.ly/TackleSocial
    2. 2. Have A Question?• Tweet questions to @LikeableMedia or using the hashtag #likeable• Ask questions on our Facebook page at fb.com/LikeableMedia• Use the chat bar in GoToWebinar to ask questions! #likeable
    3. 3. What’s Inside• Why Invest In Your Community?• Roles of a Social Media Manager• How To Do It All• Case Studies #likeable
    4. 4. Meet Likeable? #likeable
    5. 5. Meet Likeable? #likeable
    6. 6. Why Invest In Your Community? #likeable
    7. 7. Why Invest In Your Community?• Raise awareness, increase retention, and drive leads• Control, moderate, and get involved• Identify the positive and turn around the negative• Gain knowledge and insight through social media• Allow your brand to exercise the two meanings of likeable #likeable
    8. 8. The Difference It Can Make Unlikeable Social Media Likeable Social Media #likeable
    9. 9. One Becomes Two #likeable
    10. 10. Worst Mistakes Become Public #likeable
    11. 11. Employees Can Air Dirty Laundry #likeable
    12. 12. Roles of a Social Media Manager #likeable slideshare.net/likeable
    13. 13. Roles of a Social Media Manager1. Customer Service Representative2. Entertainer3. Teacher4. Host5. Salesperson #likeable
    14. 14. Customer Service Representative• Customers take their problems to social media instead of 1-800-numbers• Social media posts are public• Response time is expected faster on social media #likeable
    15. 15. Customer Service Representative• How to be a Customer Service Rep: 1. Create a response guideline for FAQs 2. Define your voice for multiple managers 3. Do not delete! 4. Respond to everything #likeable
    16. 16. Entertainer• Customers “like” you because they want engaging content• If you want to be heard through the noise, you have to entertain #likeable
    17. 17. Entertainer• How to be an Entertainer: 1. Make sure your content includes variety 2. Don’t spam, provide value 3. Content must be relevant 4. Be consistent #likeable
    18. 18. Teacher• Provide valuable information… for free!• Be a thought leader in your industry• Publish whitepapers, webinars, etc. #likeable
    19. 19. Teacher• How to be a Teacher: 1. Curate relevant content 2. Dedicate resources to providing value for free 3. Spark conversation 4. Answer all questions #likeable
    20. 20. Host• Your social media page is your cocktail party, and you’re the host• Like any good host, you moderate the conversation• Know what’s being said about your business and frame the conversation #likeable
    21. 21. Host• How to be a Host: 1. Actively monitor your social entities 2. Ask questions and engage conversation with your community 3. Search for conversation beyond your social channels #likeable
    22. 22. Salesperson• You are not selling in the traditional sense• Using social media to generate leads• Ability to increase brand awareness and increase customer retention #likeable
    23. 23. Salesperson• How to be a Salesperson 1. DON’T sell 2. Use webinar, e-books, and whitepapers to generate leads 3. Offer customer specials and deals 4. Become the expert in your industry #likeable
    24. 24. How Do You Juggle It All? #likeable
    25. 25. How To Do It All #likeable slideshare.net/likeable
    26. 26. How To Do It All• Time-saving tools : • Are accessible to multiple team members • Measure, report, and give insight • Monitor, track, and listen • Save time #likeable
    27. 27. Time-Saving Tools• Google Alerts • Have the conversation come to you • Searches the entire web • Get daily/weekly/instant updates #likeable
    28. 28. Time-Saving Tools• Buffer App • Schedule posts at the times when your community is most engaged • Facebook, Twitter, LinkedIn • Analyze content #likeable
    29. 29. Time-Saving Tools• HootSuite • Dashboard for managing all your communities • Publish and schedule posts • Monitor conversation across multiple social channels #likeable
    30. 30. Time-Saving Tools• Google Reader • Keep up with industry news • Variety of news all in one place • Search for you, competitors, industry topics, etc. #likeable
    31. 31. Time-Saving Tools• SocialBro • Twitter analytics • Learn about your followers • Find the most engaging hours #likeable
    32. 32. Time-Saving Tools• Facebook Insights • Learn about your community’s demographics • Analyze individual posts • Track where your “likes” come from #likeable
    33. 33. Time-Saving Tools• PinPuff • Measure brand’s influence on Pinterest • Calculates reach and virality • Pinfluence score #likeable
    34. 34. Time-Saving Tools #likeable
    35. 35. Case Studies* #likeable slideshare.net/likeable *Case studies are clients of Likeable
    36. 36. Case Study – Customer Service Rep• Entenmann’s #likeable
    37. 37. Case Study – Customer Service Rep• Neutrogena #likeable
    38. 38. Case Study – Entertainer• Corkcicle #likeable
    39. 39. Case Study – Entertainer• Hpnotiq #likeable
    40. 40. Case Study – Teacher• Pendaflex #likeable
    41. 41. Case Study – Teacher• Extra Space #likeable
    42. 42. Case Study – Host• Penguin Books #likeable
    43. 43. Case Study – Host• Verizon FiOS #likeable
    44. 44. Case Study – Salesperson• The Company Store #likeable
    45. 45. Case Study – Salesperson• Quality Dairy #likeable
    46. 46. Case Study – Salesperson• Things Remembered #likeable
    47. 47. Case Study – Salesperson• Logitech #likeable
    48. 48. Need Help?• Likeable creates custom social media trainings for your organization• For more information on social media training email Mallorie at mallorie@likeable.com• Email TODAY and get a free ROI E- Book! #likeable
    49. 49. Next Free Webinar• Avoiding a Social Media Nightmare: Building a Solid Content Strategy • Hosted by Cara Friedman • July 26th, 3:00PM EDT http://buff.ly/N7ccJ9 #likeable
    50. 50. Don’t Forget To Vote For…• Nominate your favorite brands at http://bit.ly/votetop40 • Hosted by Dave Kerpen • July 31st, 2PM ET http://bit.ly/LikeableTop40 #likeable
    51. 51. Contact Us/Thanks/Grand Prize! mallorie@likeable.com Likeable.com Fb.com/LikeableMedia Twitter.com/LikeableMedia 212-660-2458 Email TODAY and get a free ROI E-Book! #likeable

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