WHY I FOUNDED ONEFORTY: Make sense of the exploding and confusing ecosystem of tools for businesses using Twitter that I was working with in my consulting.
“Why Twitter?”STATISTICS ON INTERNET AND TWITTER USE
Whether your conversions are getting your leads to fill out a form with an email address or make a purchase through your website, by using social media tools we have listed on oneforty to track where you customers are coming from Facebook and Twitter to take those actions you CAN track how those activities lead to salesALSO: value of retaining a customer through customer support, loyalty is ROIALSO: saved costs of calling centers vs. customer support via Twitter account
H:Homebase to manage: Tools, People, Workflow, Training not just one single aspect of social mediaO:Kitchen analogy – recipe bookP: Everything in one placedT:Mike has done an amazing job Transition to demo
Transcript of "Fitton preconf keynote realtime ny june 2011"
Social Business… <br />Starting with Twitter<br />
“Laura Fitton… has thousands of people following her on Twitter. …by consistently touching a tribe of people with generosity and insight, she’s earned the right to lead” <br />-Seth Godin, Tribes<br />
Top Reasons Consumers Follow Brands<br />Updates on future products (#1: 38%)<br />Stay informed about company activities<br />Discounts and promotions <br />Updates on upcoming sales <br />Samples/coupons <br />Fun/entertainment <br />Exclusive content <br />Learn more about the company <br />Show others my support for the company<br />Share ideas/provide feedback (#10: 20%)<br />CoTweet ExactTarget 2010<br />
Learn.<br />Act on what you’re hearing<br />Shine a light on others’ ideas<br />Innovate<br />Measure and notice what’s working<br />Apologize when you screw up<br />Encourage your team to explore and take risks<br />Try new stuff. Repeat.<br />35<br />
Care.<br />Your Mother Taught You How To Tweet<br />Dress nicely<br />Background & avatar<br />Introduce yourself<br />Complete profile, link on your site<br />Be a good conversationalist<br />Listen. Respond. Be relevant. Be useful.<br />
Care.<br />Manage Customer Relationships<br />Get involved where customers already are<br />Build relationships and keep in touch throughout the Customer Lifecycle<br /> -- save searches, track deals, manage contacts & projects<br />TIP: Try a Social CRM tool with many different integrations<br />37<br />
Serve.<br />Create great content<br />Twitter streams, Facebook pages, blogs, ebooks, white papers & webinars<br />Cover things your prospective customer cares about and needs to know. <br />Tool tip: Try Disqus for blog comments: <br />encourage social sharing<br />engage prospects <br />organize email addresses<br />38<br />
Serve.<br />Curate great content<br />Be a one-stop-shop for everything customers need<br />“Do what you do best and link to the rest!” -@jeffjarvis<br />Resist “NIH” (not invented here) don’t try to generate all the content yourself<br />http://14t.me/curatecontent<br />
The ROI is THERE<br />Track conversions from social media<br />Build and track relationships and leads<br />Track converstions with in-page analytics <br />Retain customers and create fans<br />Save costs - customer support, lead generation<br />