Social Minutes: Customer Engagement 20 minutes/day

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Social Minutes is a presentation to support a social media initiative for business to start engaging their clients on the social web.

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Social Minutes: Customer Engagement 20 minutes/day

  1. 1. Social Minutes Customer Engagement 20 minutes/day Wendy Soucie 25 years + experience Certified social media consultant Certified LinkedIn Trainer Unique focus – business development, marketing, product development, Internet B2B - manufacturing / professional service firms. Unique focus - technical products, engineering, manufacturing, professional service firms Based in the Midwest with national reach
  2. 2. With the Internet comes a new reality "The corporate homepage at Dell.com is not really the corporate homepage. The homepage today is Google.“ Bob Pearson, Dell's man in charge of social media strategy It took radio 38 years to reach 50 million users; It took Facebook 2 years to reach 50 million users. 2 © Copyright 2010 xeesm.com/wendysoucie | www.socialminutes.com - All Rights Reserved
  3. 3. More ways to connect to each other Source: HubSpot © Copyright 2003-2010 - Wendy Soucie Consulting LLC - Integrated Alliances - All Rights Reserved 3
  4. 4. Stop wondering what social media can do for you. Find out by using it. SocialMinutes.com… it’s a movement © Copyright 2010 xeesm.com/wendysoucie | www.socialminutes.com - All Rights Reserved 4
  5. 5. Find out for yourself • Why can't people explain it to you? • Spend time directly with customers, partners and market © Copyright 2010 xeesm.com/wendysoucie | www.socialminutes.com - All Rights Reserved 5
  6. 6. 1) First, find your customers in the social web • If your customers and key influencers are not at least somewhat active in the social web, you can relax. Don't superficially look around and leave. © Copyright 2010 xeesm.com/wendysoucie | www.socialminutes.com - All Rights Reserved 6
  7. 7. One way to start 1. Go to LinkedIn.com. Create an account (free), you’ll need email/user name (use your real name). 2. Search for 50 of your customers by company name 3. If less than 50% of companies are not present or companies are very small, use the contacts you have instead. 4. Under the company listing - see who you know. 5. Try other sites. Some you can only look up by name. © Copyright 2010 xeesm.com/wendysoucie | www.socialminutes.com - All Rights Reserved 7
  8. 8. 2) Get to know your clients • What keeps your customers busy. • Learn what's on top of their mind, hobby, families, and more. • Listen for mentions of you, your product or service. Are you getting ideas on being more helpful and providing better service to them? © Copyright 2010 xeesm.com/wendysoucie | www.socialminutes.com - All Rights Reserved 8
  9. 9. 3) Track the profiles of your clients • Create a spreadsheet with name/url • Make notes when you visit • Keep track of the number of visits. • Instead of a spreadsheet use a social address book like xeesm.com to keep track © Copyright 2010 xeesm.com/wendysoucie | www.socialminutes.com - All Rights Reserved 9
  10. 10. 4) Visiting your clients • Try to "visit" your top customers daily. • Get to know them, leave a comment, be helpful. • Share industry news • Did we say efficient? © Copyright 2010 xeesm.com/wendysoucie | www.socialminutes.com - All Rights Reserved 10
  11. 11. 5) Ask questions • Look for groups, discussions, Q&A • Use it for your own skills development. • Ask how others they use social media, buy things, build things, service customers, etc. © Copyright 2010 xeesm.com/wendysoucie | www.socialminutes.com - All Rights Reserved 11
  12. 12. Quick break • Notice that it's all about your customers and conversations. • What we didn’t ask: – We didn't ask you to blog or Tweet, grow friends, fans or followers. – We haven't suggested you do a video clip or run a "campaign. – We didn't talk about SEO, RSS or any technical social media chatter. • Walk - before you run. © Copyright 2010 xeesm.com/wendysoucie | www.socialminutes.com - All Rights Reserved 12
  13. 13. 6) What do you do now? • You have found your customers. • Separate the conversations into two major buckets: – Problem • Those who want a solution • Those who are complaining or attacking – Excitement • Those who are using and why • Those already evangelizing • This is the end to end customer experience. © Copyright 2010 xeesm.com/wendysoucie | www.socialminutes.com - All Rights Reserved 13
  14. 14. Start with a balance of three things © Copyright 2010 xeesm.com/wendysoucie | www.socialminutes.com - All Rights Reserved 14
  15. 15. 7) Start with listening • Solve problems. • Let everybody know that you listen. • Explore a solution with your customers. • Measure Website traffic and links with bit.ly to see what others find valuable © Copyright 2010 xeesm.com/wendysoucie | www.socialminutes.com - All Rights Reserved 15
  16. 16. 8) Amplify Excitement • No excitement? "Well, this product is pretty good. It doesn't quite do what the ad says but here is why I decided to use it...” • Amplify the conversation. • Time to do more than just listen 7 © Copyright 2010 xeesm.com/wendysoucie | www.socialminutes.com - All Rights Reserved
  17. 17. 9) Connecting • Time to get serious • Make a well educated decision. – NO - based on all your experience – GO - based on • you know more about your clients than you did before • you have a better picture of social conversation • At this stage you will probably engage your team – – 20 Minutes a day – An experienced person can visit 50 clients/hr © Copyright 2010 xeesm.com/wendysoucie | www.socialminutes.com - All 17 Rights Reserved
  18. 18. We buy from people we know and trust • Make comments on blogs • Participate in a community or on a listserv • Use the @ mention and re-tweet in Twitter • Give recommendations in LinkedIn © Copyright 2010 xeesm.com/wendysoucie | www.socialminutes.com - All Rights Reserved 18
  19. 19. Join the Social Minutes Initiative • You don't have to be a blogger or twitter rock star to use social media to do business • 20 Minutes a day or week • Be present in the web - rather than just guessing whether social media is meaningful. © Copyright 2010 xeesm.com/wendysoucie | www.socialminutes.com - All Rights Reserved 19
  20. 20. Invest 20 minutes a day for 2 weeks • Take 50 of your current customers/prospects • Put them into a spreadsheet and look them up in Facebook, LinkedIn, Twitter • Upload them into Xeesm.com (free version) • Visit each contact every other day • Just respond to what you see In two weeks you will KNOW what social media can do for you and your customer. © Copyright 2010 xeesm.com/wendysoucie | www.socialminutes.com - All Rights Reserved 20
  21. 21. In summary • Social business is a reality • Social media programs are becoming part of a new strategic business mandate both b2b and b2c • Effective customer relationships are core • Employee engagement is key © Copyright 2010 xeesm.com/wendysoucie | www.socialminutes.com - All Rights Reserved 21
  22. 22. Connections LinkedIn Support our active group Join our group Social Relationship Management Facebook Support our Facebook Page Social Minutes. Twitter We are on Twitter too @SocialMinutes © Copyright 2010 xeesm.com/wendysoucie | www.socialminutes.com - All Rights Reserved 22
  23. 23. Local groups to learn more Social Media Club Madison (in many cities) •Twitter: @madisonsmc •Facebook: Social Media Club of Madison •LinkedIn: Social Media Club of Madison Social Media Breakfast Madison (in many cities) •Twitter: @smbmad (#smbmad) •Facebook: http://www.facebook.com/socialmediabreakfastmadison •LinkedIn: Social Media Breakfast Madison Find clubs in Milwaukee, Greenbay and soon in LaCrosse 23 © Copyright 2010 xeesm.com/wendysoucie | www.socialminutes.com - All Rights Reserved
  24. 24. Questions? Happy trails to you © Copyright 2010 xeesm.com/wendysoucie | www.socialminutes.com - All Rights Reserved 24
  25. 25. We provide: Technical Product Expertise Manufacturing experience Social media assessments Marketing best practices Thought leadership strategies Social media building blocks Training on tools and strategy Implementation help and coaching Social web links: http://xeesm.com/wendysoucie Network . Contribute . Participate 25 © Copyright 2010 xeesm.com/wendysoucie | www.socialminutes.com - All Rights Reserved
  26. 26. Strategic Alliances • Wendy Soucie Consulting – www.wendysoucie.com • Founder/Principal • Integrated Alliances • Regional Executive Director – WI • End Result Marketing – www.endresultmarketing.com • Social Media Strategist • Social Media Academy • Certified Social Media Consultant • Founding Gold Member and Alumni • Black Diamond Consultant • Xeesm Business Partner - Wisconsin 26 © Copyright 2009 Wendy Soucie Consulting LLC - All Rights Reserved
  27. 27. http://www.youtube.com/watch?v=NhPgUcjGQAw (short version) © Copyright 2009 Wendy Soucie 27 Consulting LLC - All Rights Reserved

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