Social Media 105: How to Build a Community of Customer Advocates

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  • 1. Social Media 105: How to Build a Community of Brand Advocates
  • 2. Michelle Hummel CEO of… Thanks for joining me today!
    • Web Media Expert: Social Media Agency
    • Like Social Media: Business Directory & Ranking Tool
    • Send Social Media: Social Media Management Dashboard
    • Social Media Matcher:   Social Media Applications Directory
    • Web Media University: Social Media Training and Certification
    • COMING SOON!
    • My book: The Social Media Magnet “ Everything you need to know to attract customers with social media” by Michelle Hummel
    •  
  • 3.
    • The Future of the Internet is Social
    • Google+
    • “ Google+ invites were being sold on eBay for up to $27 each!”
    • Players may change but you MUST learn how to adjust
    • Start now or you will be behind by your competitors
    Why Social Media? How do you keep up with social media trends?
  • 4.
    • 2 nd most visited website
    • 750,000,000 users worldwide
    • 57% female 47% male
    • Fastest growing demographic 35+
    The Big Players – Facebook Do you have a Personal Facebook Profile? Credits: Amodiovaleria Verde
  • 5.
    • 30 billion pieces of content shared each week: web links, new stories, blogs posts, notes, photo albums etc.
    • 3.5 million events created each month
    • 1.5 million local businesses have Facebook fan pages
    Facebook Content Review Do you have a Facebook Fan Page?
  • 6.
    • 3 rd most visited website
    • 35 hours of video footage is uploaded to the site ever minute
    • Demographic is 18-54
    • Millions of clips are marked as “favorite”
    • Millions of people subscribe to channels every day
    The Big Players – YouTube Do you have a YouTube Channel? Credits: Amodiovaleria Verde
  • 7.
    • 9th most visited website
    • 80% of Twitter usage is outside of Twitter…people update anywhere, anytime…imagine what that means for bad customer experience
    • The average number of tweets per hour is around 1.3m
    The Big Players - Twitter Source: Socialnomics author Erik Qualman Do you have a Personal and/or Business Twitter?
  • 8.
    • 13th most visited website
    • 101 Million Members Worldwide
    • 41.1% female and 58.9% male
    • Fastest growing demographic 35+
    • 80% of companies are using LinkedIn to find employees
    The Big Players - LinkedIn Credits: Amodiovaleria Verde How do use LinkedIn to benefit your company?
  • 9.
    • Officially launched on May 2003
    • Operates in over 200 countries
    • Over 52% of LinkedIn members are located outside of the US
    • Used by 69 of the Fortune 100 companies
    • More than 1 Million companies have LinkedIn Company Pages
    LinkedIn Facts Credits: Amodiovaleria Verde
  • 10.
    • Blog should be part of your website
    • Drive traffic with original content
    • Content is critical even more now with Google+
    • WordPress is one of the best blogging platforms
    Do You Have a Social Media Hub? Do you have a Blog? Does it live on your website?
  • 11.
    • Fresh Content , you must be writing and posting new blogs for SEO
    • Social Content , you must be providing interesting content others will enjoy and share
    • Easy to share , do you provide your visitors easy ways to share, like, download and/or retweet your content?
    Is your site “Social Media Friendly”? Is your content easily shareable?
  • 12.
    • The most popular CMS in use today
    • Powering nearly 8.5% of all websites
    • 10,000+ plugins available
    • 100+ million total plugins downloaded
    • 13+ million total downloads of WordPress at a rate of approx. 2 per second
    WordPress Fun Facts *Data compiled by Chase Granberry of Authority Labs Search rank Monitoring http://www.authoritylabs.com
  • 13.
    • Famous Brands Like:
    • Playstation
    • MTV
    • Lexus
    • eBay
    • CNN
    • NASA
    • Ford
    • Sony
    • People
    Who is using WordPress?
  • 14. How do I build a Community with Social Media?
  • 15. Questions To Ask Yourself
    • Have you created a LinkedIn group for your business?
    • Have you created a Facebook group?
    • Does your Facebook business page create relationships?
    • Social media has great potential to create a sense of community around your business
    Have you created a community platform?
  • 16. Community Needs A Leader
    • A great community needs a strong leader
    • Clearly define the purpose of your community
    • Individuals want to connect with other like-minded members
    • A good community will attract customers, influence and opportunities
    • Entreprenuer’s Advice Club
    Do you think of yourself as a leader?
  • 17. Listen, Communicate & Respond
    • Respond quickly to comments
    • Engage by asking questions, and posing topics for discussion
    • Customers want to know that they are helping to shape the products you provide
    • They want to know that you’re thinking about them
    • Online Resource
    • SendSocialMedia.com
  • 18. Invite Members to Connect
    • Select members to join special groups and send them a personal invite – make them feel special
    • Introduce them to other community members
    • A strong community is a powerful tool of influence for building your business & helping others
    • Online Resource
    • LinkedIn Invitations
  • 19. Community Building Ideas
    • Invite them to join and participate in your special community events, groups, programs and broadcasts
    • Ning Social Network
    • LinkedIn Group
    • Facebook Group
    • Membership Website
    • Ustream live chat
    • BlogTalk Radio
    • Fan of the Month Club
  • 20. How Can I Turn My Community Members Into Brand Advocates?
  • 21. Identify Influential Brand Advocates
    • Connectors - act as human bridges making connections and help to inspire business ideas
    • Mavens - seen as experts, help other people make informed decisions, the "go to" people
    • Salespeople - persuasive in selling, influential to peers
    Do any of your customers fit these descriptions?
  • 22. Brand Advocate Facts
    • 83% more likely to share information about a product than typical web users
    • 75% more likely to share a great product experience
    • 3x’s more likely to share product opinions with someone they don’t know
    • 2.5 times more likely to use social media to expand their social circle
    Could you use a few more Brand Advocates?
  • 23. Why are they important?
    • These are the people you want as customers! 
    • They will help you make connections and give you referrals
    • You need to actively identify, inform, nurture and reward them
    • Ultimately you want to create vocal "brand fans" who will spread authentic, positive word-of-mouth
  • 24. A Few Of My Brand Advocates
    • Jim Terenski, promoted to admin of WMU LinkedIn group he promotes and recruits new members every day!
    • Terea Jennings, promoted to admin of the “Facebook Pioneers” group and she is recruiting more members every day!
    • Paul Chaney , Author of “The Digital Handshake” major social media influencer
  • 25. Know your Brand Advocates
    • Get to know their business
    • Can you send them referrals?
    • How can you help them?
    • Don't assume if someone is a Brand Advocate that they will stay one
    • You have to keep earning their respect and referrals
    How can you help your Brand Advocates?
  • 26. Thank Your Brand Advocates
    • Send them a handwritten note, invite them to lunch, and contact them within a few days, not several weeks later
    • If you want Brand Advocates to make more positive posts on social media – be sure to thank them for the ones they've already made
    • People do more of what they are rewarded and recognized for!
    Are you thanking your Brand Advocates?
  • 27. Ask for Referrals
    • Ask them to post a review on Google Places, Yelp, TripAdvisor, LinkedIn and any other sites for your industry
    • Give them your business cards so they can share with people they know  
    Do you ask your brand advocates for referrals?
  • 28. Employees Inspire Brand Advocates
    • Fastest way to create Brand Advocates is to create employees that love the company they work for
    • Employees naturally share positive word of mouth and deliver exceptional customer experiences 
    • They share every idea they have to help the company and it's products/services to thrive! 
    Are your employees Brand Advocates? 
  • 29. Bring Your Brand Advocates Together
    • Create a customer advisory group
    • Host events to get your Brand Advocates together
    • Invite the media so they can hear why they love your brand!
    • Build relations with your Brand Advocates + build employee morale + generate customer testimonials for marketing 
    How can you get your Brand Advocates together?
  • 30. Brand Advocates Love Promo Items
    • Brand Advocates love to promote your company logo
    • Make it a reward for them
    • Offer your promo items for sale on your website
    • Easily identify your true Brand Advocates when they buy your promo items
    • Thank them for supporting your brand!
    Do you offer promotional items for your brand?
  • 31. Special Customer Contact
    • Brand Advocates should feel important and special
    • You want them to know about new services, important changes, events and positive media first
    • Send personal email communications
    Do you make your Brand Advocates feel special?
  • 32. Takeaways
    • How can you build a community with social media?
    • How can you acquire more Brand Advocates?
    • What can you do to continue inspiring and rewarding your current Brand Advocates?
  • 33. Continuing Education
    • Introducing WebMediaUniversity.com
    • Social Media Toolkits Directory
    • Social Media Case Studies Library
    • Social Media Book Reviews
    • Social Media 40 Chapter Book
    • 8 Modules of Social Media Video Training
    • Social Media National Events Calendar
    • Access to all my recorded Webinars
    • Ability to get Social Media Certification
  • 34. Special Limited Offer Today Only
    • 1 FREE Month of Web Media University
    • 1 Hour FREE One-on-One Marketing Consultation
    • 3-5 page Social Media Analysis Report
    • Total Value = *$450 FREE
    • *Be sure to signup for this offer before you leave!
    *4 month minimum membership required
  • 35. Questions and Answers
    • What questions can I help answer?
    • Thank you for participating!
    • Michelle Hummel
    • Web Media University
    • http://www.WebMediaUniversity.com
    • Phone: 513-204-9324
    • [email_address]