How to Cultivate Your Community: Your Customers Are Talking - Are You Part of the Conversation?


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our customers make up a community, whether it’s visible to you or not, and your brand is almost certainly a topic of their discussions. More than more than a few thousand Facebook “Likes” or Twitter followers, a community is a place where like-minded people convene to share ideas, stories, and support. Are you cultivating your own customer community in such a way that allows you to listen and engage with your customers, clients and prospects?

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How to Cultivate Your Community: Your Customers Are Talking - Are You Part of the Conversation?

  1. 1. How to Cultivate Your Community: Your Customers Are Talking – Are You Part of the Conversation?Brought to you by &
  2. 2. Join the Conversation…
  3. 3. Thanks to our SponsorWant to test drive Nestivity community software for Twitter? Spark, manage and amplifydiscussions on Twitter. Click here to apply for a Nestivity Beta:
  4. 4. Our Speakers Henry Min is Founder and President of Nestivity, the first and only social community platform for Twitter. A digital designer and user experience expert, he’s spent more than 15 years designing interactive digital experiences for Fortune 100 companies and dozens of mobile and social business startups. Follow him on Twitter at @henrymin or @nestivity. Gerry Moran has been helping build marketing communities for over 25 years with iconic brands and agencies like Kodak, Purina, HBO, IKEA, imc2, Digitas and Whitman-Hart. For the past 2 years he can be found engaging marketers in the halls of SAP’s headquarters, where he leads North American social media strategy, community building, channel management, social selling, and the social media Center of Excellence. Gerry can be found @GerryMoran and on his blog at Erika Napoletano holds no fancy titles and is an expert at nothing except screwing up royally and learning from her mistakes. As the person behind the RedheadWriting online persona, she’s been hailed by Forbes as a “spinless spin doctor” for her BS-free perspectives on business, marketing, branding, and life in general. Learn more about her at Maggie Fox is the founder and CEO of Social Media Group, established in 2006 and one of the world’s most highly respected independent agencies helping business navigate the socially engaged Web. She was also named one of the Top 100 Marketers in the 100th anniversary edition of Marketing Magazine and sits on the Board of the Empire Club of Canada. @maggiefox#smtlive
  5. 5. POLL What do you use to cultivate community?• Google +• Facebook• Twitter• Linked Groups• External Tools like Jive, Lithium, Communispace or others.
  6. 6. WHERE IS THE COMMUNITY ON TWITTER?The key to community is LISTENING AND BUILDING RELATIONSHIPSHowever, not a lot of relationship building is evident on Twitter - Top brands respond to 14% of inbound tweets* - 71% of all tweets get no response**Why? Because Twitter is commonly used as a MEGAPHONE - Talk at and SPAM followers - Understaff social media management - Lack a cohesive social engagement strategyOf course, there are exceptions:@WholeFoods, @Bestbuy & @Starbucks engage successfullyWe built Nestivity to facilitate RELATIONSHIPS. We aim to makeit easier to Manage, Spark and Amplify conversations on Twitter.Beta interest list: www.nestivity.comFollow us: @nestivity | @henryminSources: * The RealTime Report, **Sysomos
  7. 7. Join us next week…Build Your Own Ambassadors: How to Identify and Activate Brand Influencers Featuring Chris Brogan, Greg Shove and Mark Schaefer #smtlive