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Engagement Rules<br />How Email and Social Media Work Hand-in-Hand to Grow Business<br />Elyse Tager<br />West Coast Regio...
Why Do We “Market?” <br />We Want More…<br /><ul><li>Customers
Clients
Donors / Members
Website Traffic
Sales
Market Share
$$$...............</li></ul>2<br />Copyright © 2011 Constant Contact, Inc.<br />
Copyright © 2011 Constant Contact, Inc.<br />3<br />Evolution of Media<br />The Era of Broadcasting<br />The Era of Conver...
Sharing Is The Cool New Thing<br />75% of people are likely to share content they like online with friends, co-workers or ...
Copyright © 2011 Constant Contact, Inc.<br />5<br />These Guys Are Mad<br />
Copyright © 2011 Constant Contact, Inc.<br />6<br />We Don’t Trust Brands … WoM Rules<br />Source: Neilson Global Trust in...
Levels of Influence<br />Influence <br />Quotes<br />Paid <br />Media<br /><ul><li>Brand pays to 	leverage a </li></ul>cha...
Copyright © 2011 Constant Contact, Inc.<br />8<br />It Takes Relationships to Build a Business<br />
Copyright © 2011 Constant Contact, Inc.<br />9<br />New Media = New Imperative<br />Amplify Earned Media byBuilding Qualit...
10<br />Engagement is the Key<br />Engagement is not just a piece of the puzzle, it is the lynchpin to success<br />Copyri...
Copyright © 2011 Constant Contact, Inc.<br />11<br />The Roles of Media Have Changed<br />Earned Media<br />Paid Media<br ...
Examples: </li></ul>Forward<br />Like<br />ReTweet<br />Check-in<br />Stumble<br /><ul><li>Brand pays to 	leverage a channel
Examples: </li></ul>TV CommercialNewspaper AdSponsorships<br />Display Ads<br />GroupOn(s)<br /><ul><li>A Channel controll...
Examples: </li></ul>WebsiteBlog<br />Email List <br />Facebook Page<br />Twitter Account<br />Catalyst to create awareness...
New Tools Have Changed The Game<br />Traditional Marketing<br />Engagement Marketing<br />“Flip The Funnel: Retention is t...
Copyright © 2011 Constant Contact, Inc.<br />13<br />Fundamental Principal #1<br />You Have Limited Control Over Your Bran...
Copyright © 2011 Constant Contact, Inc.<br />14<br />Fundamental Principal #2<br />You Must Provide a Great Customer Exper...
Copyright © 2011 Constant Contact, Inc.<br />15<br />Fundamental Principal #3<br />Relationships Matter<br />You Must Earn...
The Importance of Permission<br />Permission Marketing is centered around obtaining customer consent to receive informatio...
Permission = Intent
Permission = Anticipation
Forms of Permission
Opt-in with email address
Facebook Like
Twitter Follow
LinkedIn Connection</li></ul>16<br />Copyright © 2011 Constant Contact, Inc.<br />
Engagement Increases Sales & Referrals<br />According to a 2010 CONE New Media Study:<br />86 percent of respondents said ...
Copyright © 2011 Constant Contact, Inc.<br />18<br />Referrals Influence Purchasing Decisions<br />51%of the U.S. sample o...
Copyright © 2011 Constant Contact, Inc.<br />19<br />Email & Social Media = Engagement<br />Both are forms of Permission M...
Copyright © 2011 Constant Contact, Inc.<br />20<br />The Truth About Fan Pages<br />96% of fans never revisit fan pages<br...
Copyright © 2011 Constant Contact, Inc.<br />21<br />The Inbox vs. The News Feed<br />The News Feed Black Hole  <br />
Copyright © 2011 Constant Contact, Inc.<br />22<br />The Inboxand the News Feed<br />Email is still the best way to get yo...
Copyright © 2011 Constant Contact, Inc.<br />23<br />Email & Social Media Work Hand-in-Hand<br />Email Lights the Fire<br ...
Copyright © 2011 Constant Contact, Inc.<br />24<br />Social Features to Expand Your Reach<br />Simple Share<br />Social Sh...
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Elyse Tager - Constant Contact

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Social Email Marketing for Small Business

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  • Lets go back to the beginning
  • Over the past two decades and really within just the past 5 years, technology has taken us from the era of broadcasting media into the era of conversational mediaFrom email, to blogs, to Facebook, Twitter, Yelp, and geo-location based services, Technology has changed the way we connect with family, friends and yes brands…it has also radically changed the way we discover and share information….at speeds and in volumes that St Elmo Lewis could have never imagined
  • According to CMB……we are sharing content with each other at volumes and frequencies like never before
  • I know its cliché to reference Mad men at a marketing conference, but it highlights that the days of business people sitting around a table getting drunk and declaring what their brand should be are goneThere is no way the consumer world would allow Camel to pretend that Doctors recommend their cigarettes
  • That is because in a world saturated with too much marketing noise and false promises, we just don’t trust what brands say about themselves But….we do trust what our friends and even other consumers sayHere’s a shocker – 82% of SMBs believe WoM to be the best way to drive new businessWith search at a distant second at 66%And Advertising a pitiful 37%What you say about your brand doesn’t matter….what your customers say does
  • If we were to graph the ability of each of these categories to influence the purchasing decision, it would look like thisThink about the last time you learned about a new restaurant from a radio ad….did you feel the need to check it out?What about the last time a good friend told you about how much they loved the pizza and Super Mario’s Pizza Kitchen….i bet you would have made plans to try it out soonAs technology has changed the media landscape, marketers have been forced into creating new categories for Media
  • Suddenly we have recognized that it takes relationships to build and grow a business
  • IN a new media world where relationships matter so much, the priority is no longer just Awareness, its in building Relationships…Customer Satisfaction with a Personal Touch. Getting people to know you, like you, and trust you so that they will not only come back but tell their friends too
  • And so the roles of media have evolvedPaid media now serves as a catalyst to drive awareness and feed owned mediaOwned media provides the platform for marketers to engage, build relationships and hopefully spark Word of MouthAnd like any good communicator the marketer must listen and respond to cultivate relationships and encourage more advocacy
  • So I have a few fundamental principals I like to share with SMBs, you can not control your brand but you can influence it
  • By providing a great customer experienceAs Fredie Sheldon says ““He who profits most, who serves best”Who talks like that? Let me bring it down….there is no marketing cure for sucking at what you doMore importantly, if you suck social media will let you know, which is such a bad thing if you can use that feedback construcively to improve your customer experienceBut if you rock at what you do, your happy customers will reward you with repeat business and advocacy
  • But what Sheldon left out and we will pick up…its that its not enough to just provide a good experience and hope that your customers comeback and tell their friends.You must engage to build relationships and spark word of mouth and to engage you must have Permission to do so
  • Let’s not down play the importance of PermissionThink how powerful it is when someone says I like you, your products, what you stand for, I want to hear more so here is my email address or I have liked you on Facebook or followed you on Twitter so that I can stay connected with youIn world full of interruptive marketing, there is nothing quite as powerful as Permission
  • Poll the audience….51% seems low….most will raise their hand
  • Email and Social Media are the technologies you must leverage to acquire permission to engageThey are more similar than they are differentIts not an either/or question…your customers want choices…some to engage via email, some through Facebook, twitter, etc….you must be where your customers areBoth channels work to drive engagement but when combined they create spectacular results
  • Must recognize the strengths and weaknesses of both channels….here are some truths about Facebook MarketingMost interactions occur in the newsfeed not the brand pageBut the FB algorethim, designed to protect its users from getting too much noise makes it hard for your FB post to be seen.
  • Ask the audience if they ever click this…most don’tMost of us don’t click the “Older Posts” button…due to the constantly updating real time news feed, most updates get lost below the “older post” line….the newsfeed black hole
  • Email is still the best way to get your message heard because the way the inbox is structured and how most peoeple are conditioned to at least see which messages they may have missed since last checking inEven if I don’t open every email, I at least see who sent it, the subject line and when it was sent….that is still a form of engagement
  • How CTCT has integrated email and social
  • Now I will show you how one of our customers have put this all together into a great engagement strategy
  • Dingo continues to drive engagement by using email to light the fire
  • Transcript of "Elyse Tager - Constant Contact"

    1. 1. Engagement Rules<br />How Email and Social Media Work Hand-in-Hand to Grow Business<br />Elyse Tager<br />West Coast Regional Development Director<br />Constant Contact <br />etager@constantcontact.com<br />http://www.linkedin.com/in/elysetager<br />http://www.facebook.com/#!/elyse.tager<br />@elysetager<br />
    2. 2. Why Do We “Market?” <br />We Want More…<br /><ul><li>Customers
    3. 3. Clients
    4. 4. Donors / Members
    5. 5. Website Traffic
    6. 6. Sales
    7. 7. Market Share
    8. 8. $$$...............</li></ul>2<br />Copyright © 2011 Constant Contact, Inc.<br />
    9. 9. Copyright © 2011 Constant Contact, Inc.<br />3<br />Evolution of Media<br />The Era of Broadcasting<br />The Era of Conversation<br />Technology has fundamentally changed the way we Connect and how we Discover & Share information<br />
    10. 10. Sharing Is The Cool New Thing<br />75% of people are likely to share content they like online with friends, co-workers or family<br />….49% do this at least weekly<br />*Chadwick Martin Bailey Consumer Pulse 2010 (n= 1504) <br />4<br />
    11. 11. Copyright © 2011 Constant Contact, Inc.<br />5<br />These Guys Are Mad<br />
    12. 12. Copyright © 2011 Constant Contact, Inc.<br />6<br />We Don’t Trust Brands … WoM Rules<br />Source: Neilson Global Trust in Advertising Survey, 2007<br />
    13. 13. Levels of Influence<br />Influence <br />Quotes<br />Paid <br />Media<br /><ul><li>Brand pays to leverage a </li></ul>channel<br /><ul><li>Examples: </li></ul>Newspaper AdTV Commercial Sponsorships<br />Display Ads<br />GroupOn(s)<br />OwnedMedia<br /><ul><li>Channel </li></ul>controlled by the brand<br /><ul><li>Examples: </li></ul>WebsiteBlog<br />Email List <br />FB Page<br />Twitter Acct<br />EarnedMedia<br /><ul><li>Customer becomes the </li></ul>channel <br /><ul><li>Examples: </li></ul>Forward<br />Like<br />Retweet<br />Check-in<br />Stumble<br />7<br />Copyright © 2011 Constant Contact, Inc.<br />
    14. 14. Copyright © 2011 Constant Contact, Inc.<br />8<br />It Takes Relationships to Build a Business<br />
    15. 15. Copyright © 2011 Constant Contact, Inc.<br />9<br />New Media = New Imperative<br />Amplify Earned Media byBuilding Quality Relationships <br />
    16. 16. 10<br />Engagement is the Key<br />Engagement is not just a piece of the puzzle, it is the lynchpin to success<br />Copyright © 2011 Constant Contact, Inc.<br />
    17. 17. Copyright © 2011 Constant Contact, Inc.<br />11<br />The Roles of Media Have Changed<br />Earned Media<br />Paid Media<br />Owned Media<br /><ul><li>The customer becomes the channel
    18. 18. Examples: </li></ul>Forward<br />Like<br />ReTweet<br />Check-in<br />Stumble<br /><ul><li>Brand pays to leverage a channel
    19. 19. Examples: </li></ul>TV CommercialNewspaper AdSponsorships<br />Display Ads<br />GroupOn(s)<br /><ul><li>A Channel controlled by the brand
    20. 20. Examples: </li></ul>WebsiteBlog<br />Email List <br />Facebook Page<br />Twitter Account<br />Catalyst to create awareness & feed Owned Media<br />Assets to engage, build relationships & spark WoM<br />Listen, Respond & Engage to encourage continued advocacy<br />
    21. 21. New Tools Have Changed The Game<br />Traditional Marketing<br />Engagement Marketing<br />“Flip The Funnel: Retention is the New Acquisition”<br />12<br />Copyright © 2011 Constant Contact, Inc.<br />
    22. 22. Copyright © 2011 Constant Contact, Inc.<br />13<br />Fundamental Principal #1<br />You Have Limited Control Over Your Brand<br />Your Customers Define Your Brand<br />
    23. 23. Copyright © 2011 Constant Contact, Inc.<br />14<br />Fundamental Principal #2<br />You Must Provide a Great Customer Experience<br />There is No Marketing Cure for Sucking<br />“He who profits most, who serves best”<br />
    24. 24. Copyright © 2011 Constant Contact, Inc.<br />15<br />Fundamental Principal #3<br />Relationships Matter<br />You Must Earn Permission to Engage<br />
    25. 25. The Importance of Permission<br />Permission Marketing is centered around obtaining customer consent to receive information <br />Why is this valuable?<br /><ul><li>Permission = Consent
    26. 26. Permission = Intent
    27. 27. Permission = Anticipation
    28. 28. Forms of Permission
    29. 29. Opt-in with email address
    30. 30. Facebook Like
    31. 31. Twitter Follow
    32. 32. LinkedIn Connection</li></ul>16<br />Copyright © 2011 Constant Contact, Inc.<br />
    33. 33. Engagement Increases Sales & Referrals<br />According to a 2010 CONE New Media Study:<br />86 percent of respondents said they are open to engaging with brands online, up from 78 percent in 2009.<br />Social media users "like," "follow," or "subscribe" to an average of just 4.6 companies.<br />If a company delivers strong content, survey respondents said they will: <br />Share information about the company across their own social networks (62 percent)<br />Feel a stronger connection to the company (61 percent) <br />Feel better served by the company (60 percent)<br />Purchase the company's products or services (59 percent)<br />2010 CONE Consumer New Media Study Fact SheetCone Communications<br />Copyright © 2011 Constant Contact, Inc.<br />17<br />
    34. 34. Copyright © 2011 Constant Contact, Inc.<br />18<br />Referrals Influence Purchasing Decisions<br />51%of the U.S. sample of the survey had purchased a product based on an online recommendation. <br />
    35. 35. Copyright © 2011 Constant Contact, Inc.<br />19<br />Email & Social Media = Engagement<br />Both are forms of Permission Marketing<br />Both facilitate Relationship Building<br />Your audience wants choices<br />They work best when Integrated into a complete Engagement Strategy<br />
    36. 36. Copyright © 2011 Constant Contact, Inc.<br />20<br />The Truth About Fan Pages<br />96% of fans never revisit fan pages<br />50-70% of fans never see your content in their newsfeed<br />Source: Jeff Widman, BrandGlue.com<br />
    37. 37. Copyright © 2011 Constant Contact, Inc.<br />21<br />The Inbox vs. The News Feed<br />The News Feed Black Hole <br />
    38. 38. Copyright © 2011 Constant Contact, Inc.<br />22<br />The Inboxand the News Feed<br />Email is still the best way to get your message heard<br />Social Media is the best way to get your message shared<br />
    39. 39. Copyright © 2011 Constant Contact, Inc.<br />23<br />Email & Social Media Work Hand-in-Hand<br />Email Lights the Fire<br />Social Fans the Flames<br />
    40. 40. Copyright © 2011 Constant Contact, Inc.<br />24<br />Social Features to Expand Your Reach<br />Simple Share<br />Social Share Bar<br />Insert Blog Content<br />Insert Video<br />
    41. 41. Copyright © 2011 Constant Contact, Inc.<br />25<br />Tools to Grow Your Audience<br />Follow Me Templates<br />Follow Me Buttons<br />Newsletter Sign UpApp for Facebook <br />
    42. 42. Copyright © 2011 Constant Contact, Inc.<br />26<br />Tools to Monitor <br />Social Stats<br />NutshellMail<br />
    43. 43. Copyright © 2011 Constant Contact, Inc.<br />27<br />Doing it Well: A Lesson from the Real World of SMB’s<br />
    44. 44. Meet Dingo <br />Dingo had 333 Likes on Facebook & 8,934 Email subscribers<br />They wanted to get to 5,000 Likes & add more email Subscribers<br />Dingo decided to launch their own “Groupon” Campaign<br />
    45. 45. Dingo uses email to light the fire …<br />Dingo sent an Email Campaign to 8,934 subscribers<br />
    46. 46. … and social media too!<br />Dingo sent an Email Campaign to 8,934 subscribers<br />Dingo shared the offer on Facebook and Twitter<br />
    47. 47. Dingo uses Facebook to grow its email list<br />Dingo sent an Email Campaign to 8,934 subscribers<br />Dingo shared the offer on Facebook and Twitter<br />Dingo had its fans join their email list through the CTCT Facebook App<br />
    48. 48. Dingo remembers to Engage<br />Dingo sent an Email Campaign to 8,934 subscribers<br />Dingo shared the offer on Facebook and Twitter<br />Dingo had its fans join their email list through the CTCT Facebook App<br />Dingo kept their fans up to date on their progress<br />
    49. 49. That Engagement creates Earned Media<br />Dingo sent an Email Campaign to 8,934 subscribers<br />Dingo shared the offer on Facebook and Twitter<br />Dingo had its fans join their email list through the CTCT Facebook App<br />Dingo kept their fans up to date on their progress<br />Dingo’s fans shared their campaign through social networks and on their own Blogs<br />
    50. 50. Dingo Wins Big!<br />Facebook Fans grew from 333 to 5,000<br />in just 3 days!<br />They grew their email list by 48%<br />
    51. 51. Copyright © 2011 Constant Contact, Inc.<br />35<br />Dingo Takes The Gold<br />
    52. 52. Dingo: The Important Results<br />Monthly sales grew 22% <br />New customers accounted for45% of that growth <br />85% of new customers have continued to buy Dingo products<br />
    53. 53. Dingo: It’s all about building Community<br />
    54. 54. Dingo: “Social Call To Action”<br />
    55. 55. Key Take Aways<br />Flip The Funnel<br />Engagement is Key<br />Email & Social Media <br />Work Hand-in-Hand<br />
    56. 56. Engagement Rules<br />How Email and Social Media Work Hand-in-Hand to Grow Business<br />Elyse Tager<br />West Coast Regional Development Director<br />Constant Contact <br />etager@constantcontact.com<br />http://www.linkedin.com/in/elysetager<br />http://www.facebook.com/#!/elyse.tager<br />@elysetager<br />
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