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Using Facebook to Delight Customers and Create an Irresistible Brand

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  • -travel target audience - workshop
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  • Vin Diesel has 21,792,297 fans on FB
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  • Workshop
  • Transcript

    • 1. Using Facebook to Delight Customers and Create an Irresistible Brand @DaveKerpen, CEO, @LikeableMedia #likeable
    • 2.  
    • 3.
      • Facebook is not free.
      • Facebook will not bring you instant results.
      • Facebook cannot make up for a bad product or service.
      Warnings about Facebook
    • 4. like is the new link
    • 5. it’s not about you…
    • 6. Likeable Social Media: How to Delight Your Customers, Create an Irresistible Brand, and Be Generally Amazing on (& other social networks) 18 ways…
    • 7.
      • listen first and never stop listening
    • 8.  
    • 9. 2. way beyond women 25-54: define your target audience better than ever
    • 10.  
    • 11. 3. think – and act – like your customer
    • 12.  
    • 13.  
    • 14. 4. compel your customers to be your first fans
    • 15.  
    • 16.  
    • 17. 5. engage: create true dialogue with, and between, your customers
    • 18.  
    • 19. 6. respond quickly to all bad comments
    • 20.  
    • 21.  
    • 22. 7. respond to good comments too
    • 23.  
    • 24. online influencers… the new celebrities?
    • 25. 8. be authentic
    • 26.  
    • 27. 9. be honest & transparent
    • 28.  
    • 29. 10. should you ask a lot of questions?
    • 30. 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…
    • 31. • 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…
    • 32.  
    • 33. 11. provide value (yes, for free!)
    • 34.  
    • 35. 12. share stories (they’re your social currency)
    • 36.  
    • 37. 13. inspire your customers to share stories
    • 38.  
    • 39. 14. integrate facebook into the entire customer experience
    • 40.  
    • 41. 15. use facebook ads for greater impact
    • 42.  
    • 43.  
    • 44.  
    • 45. 16. admit when you screw up then leverage your mistakes
    • 46.  
    • 47. 17. consistently deliver excitement, surprise, & delight
    • 48.  
    • 49. free chillzones
    • 50. 18. don’t sell! just make it easy & compelling for customers to buy
    • 51.  
    • 52. if 18 rules is too much to remember… Listen Up! Be Transparent! Respond to Everyone! Just Be Likeable!
    • 53. but how do we get started today?
    • 54. getting started on:
    • 55. If you can add a business as a “FRIEND”, it’s not properly set up on Facebook. Individual profiles are for Individuals. profiles
    • 56. Groups are organized around common interest. Limited functionality, but able to organize large groups of people. Can be public or private. GREAT for internal collaboration of special niche audiences. groups
    • 57. Established for businesses: Become a LIKER Completely public, don’t need to be a member of Facebook to view HIGHLY functional. fan pages
    • 58. community pages
    • 59. the 5 most engaging status updates
    • 60.  
    • 61. likeable.com likeablebook.com Engage with me @DaveKerpen on Twitter Ask us questions @ Facebook.com/LikeableMedia Or, email me anytime dave@likeable.com thank you/ grand prize/ I love feedback

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