This document provides tips on using social media to build customer loyalty and grow a business. It discusses how brand advocates can drive more sales and traffic than regular customers. It recommends treating social media followers like family by posting valuable content, rewarding loyal members, and making the customer experience a priority. The document also advises responding sincerely to customers using the L.E.A.P. method of listening, empathizing, apologizing, and providing solutions in order to gain trust and loyalty. Examples are given of both good and bad social media responses to customer complaints.

1. Customer Loyalty
How to optimize your Social Media Customer
Interactions to drive loyalty & Growth

2. Who?
Niko has been advising business owners on how
to generate loyalty for their businesses through
social media for years. His hospitality experience
has given him a competitive advantage when it
comes to connecting with customers via social
media.
Niko is currently the CEO of Social Pie, a digital
media solutions company for the next generation,
where he has conceived social media solutions
focused on ROI metrics such as audience growth,
audience engagement, site traffic, lead generation,
and brand loyalty for many clients throughout the
community.
www.socialpieonline.com

3. Achieving Loyalty
• A Study conducted by Zuberance, brand
advocates drive 33% more sales and 18% more
traffic than regular customers.

4. Post Valuable Content
• Treat your networks like family
• Show that you care
• Reward your loyal members
• Make the consumer experience the priority

5. The Experience
• Visit your social media pages yourself and read
your content, read your responses, and
understand if that is the experience you want to
portray.

6. It’s all in the REPLY
How
do
you
make
a
response
sincere
and
impac2ul
for
the
impacted
customer
and
your
future
customers?
Many
of
my
clients
struggle
with
the
nega:ve,
they
are
afraid
of
it
and
they
do
not
want
it
out
there
for
the
world
to
see.
However,
mistakes
happen
and
you
can
gain
a
lot
of
la:tude
with
a
client
when
your
response
and
recovery
are
above
expecta:ons

7. L.E.A.P
• L.E.A.P
• Listen
• Empathize
• Apologize
• Provide

8. Good, Bad, & the Ugly
Is this the customers problem?
Response: Don’t take forever to
respond to a complaint.

9. Good, Bad, & the Ugly
How did L.E.A.P apply
here?
Can anyone else believe that JJ’s took
this long?

10. Good, Bad, & the Ugly
Pottery Barn is Engaged with the customer, but what if the customer
response was..
“I won’t email you because I have already spent to much time on this.”
How should PB respond?

11. Good, Bad, & the Ugly
Zappos: From helping deliver shoes to finding
the best pizza spot in town. Their social team
does it all.

12. Good, Bad, & the Ugly
The WOW! Using Social Media to achieve
Marketing Gold!

13. Thank you!
@NikoNickolaou
@SocialPieOnline
www.socialpieonline.com
niko@socialpieonline.com