248094 part 2
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  • We use twitter to drive to FB and Blog
  • Real voice, address concerns, etc.
  • I was in Disney this weekend, and our customers and fans ran the page for us, did contests, prmoted specials, etc.
  • Branding tfd employees video
  • We do this cross channel too, website, newsletter, etc! The more transparant we are, the more we open ourselves up to consumers as real, the more they respond.
  • January fiascoHowards market
  • United breaks guitarsYou will bet skewered.Brands better button up CS, product, brand image must match up!January snow, changes to food.
  • United breaks guitarsYou will bet skewered.Brands better button up CS, product, brand image must match up!January snow, changes to food.
  • The Fresh Diet Vs Yelp!
  • Engage with./..

Transcript

  • 1.
  • 2. Building Traffic – Fans and Likes
    Ad.ly network allows you to buy paid tweets from celebrities
    Gained 400 fans in one day
  • 3. Building Traffic – Fans and Likes
    Tie ins with other sites drove major traffic and likes
    We did this one in conjunction with a freebie every day.
  • 4. Building Traffic – Fans and Likes
    Tie ins with other sites drove major traffic and likes
    We did this one in conjunction with a freebie every day.
  • 5. Building Traffic – Fans and Likes
    Paid tweets from Heidi Montag promoting a contest drove fans and contest entries
  • 6. Building Traffic – Fans and Likes
    Using the @ sign drives traffic
    This post ran on TFD and Holly Madison’s FB page at the same time
  • 7. Social Media Law # 3
    Brand + time + channels = advocates.
    Consumers spending time in multi channels breeds customers more likely to become brand advocates and influencers.
    This is the new multichannel marketing model for the 21st century.
    Social media creates brand advocates and turns peers into your best salespeople.
  • 8. Engagement, our customer take over
    In a social media driven world – people buy from their peers!
  • 9. Engagement our customers take over
    In Orlando
    Customers ran contests, promoted specials answered CS Q’s
    Our customers would walk through fire due to the trust we have built.
    We ask people from FB to do interviews, show up at events, etc… even be on TV.
  • 10. Customers take over
    Fresh never frozen
  • 11. Social Media Law # 4
    The exponential search factor.
    Social media increases your search engine rankings, and when combined with your website drives additional traffic via organic search.
  • 12. Social Media Law # 5
    The new-fangled customer service factor.
    Consumers choose their contact preferences.
    Brands not having multiple channels for customer service risk losing customers.
    Consumers expect instant gratification and social media delivers.
  • 13. Facebook as a customer service tool
    Our Sales and CS people inhabit our page
    Customer service is no longer limited to the call center!!!
    When questions get asked, we answer ASAP
    Speed and agility in a social media world
    If we don’t answer fast enough, we get grief
  • 14. Facebook as a Customer Service tool
    When issues come up we must address them with speed, agility and accuracy, otherwise we will get skewered
  • 15. Facebook as a Customer Service tool
    When issues come up we must address them with speed, agility and accuracy, otherwise we will get skewered
    We took a beating due to the snow in the NE
  • 16. Social Media Law # 6
    The behind the scenes factor.
    People don’t buy from brands - they buy from people.
    Social media puts a human face on the faceless corporate entity.
    The biggest opportunity around social media is to allow people to connect with your employees as peers.
  • 17. The days of “big anonymous corp.” are over!
  • 18. Bio’s of our employees bring customers closer to the company
  • 19. Build involvement and trust
    Be Transparent
    Go behind the scenes
  • 20. Bringing our customers closer
    Image done by one of our customers of our CEO Zalmi Duchman.
    He is officially Zman or Zuperman to our fans
  • 21. Again, we do a lot of video
  • 22. Social Media Law # 7
    Trust is the new black.
    The aforementioned laws allow consumers to build or rebuild trust if done correctly.
    Social media harkens back to the days of the corner store where consumers and brands had a cordial relationship.
    Social media builds relationships over time.
  • 23. Trust? Our involvement devices
    Delivery fairies
    Fearless FB leader
    Overgiving
    We let our customers run and judge contests
    Brand everybody
    Make fun of ourselves
    Have all get involved in company
    Ask questions, involve customers (bag, slogans)
  • 24. Building Trust – Random Freebies
    Every day we give food away randomly on FB.
    Other times we just give it away for no reason
    Is it expensive? Sure, but the rewards are enormous
    People are always promoting us to our friends
    Another way we seed the market and drive positive reviews
  • 25. Build involvement and trust
  • 26. Give to get – Random Freebies
  • 27. Social Media Law # 8
    The online reputation factor.
    Whether you like it or not consumers are talking about your brand.
    Social media is the great neutralizer.
    It allows your company to seek out negatives and turn them into positives via reputation management and communications.
  • 28. Rep is everything
  • 29. Rep is everything
  • 30. Social Media Law # 9
    The time spent factor.
    Customers are not always ready to buy.
    Social media’s eight other immutable laws prepares customers over time.
  • 31. Social Media Law # 9
    Engagement + time + trust = revenue.
    When we run sales on FB sales come!
    Use promo codes to track
    Customers do the selling for us.
    Must try this!
  • 32. Get a copy…
    Drop me a business card and I will send you a copy of this preso!
    Feel free to pass it along too!
  • 33. Thank You!How to reach me…jimdirect@aol.com @gilbertdirect561-302-1719Don’t forget linked in!