This is a slideshare presentation discussing some of the issues I've talked about in my blog (anthonywlewis.wordpress.com) so far.

1. Marketing 380: eMarketing
ANTHONY LEWIS

2. Who am I?

3. Who Am I?
 Born & raised in Reno,
NV

4. Who Am I?
 Born & raised in Reno,
NV
 Student at the
University of Nevada,
Reno

5. Who Am I?
 Born & raised in Reno,
NV
 Student at the
University of Nevada,
Reno
 Marketing Major

6. Who Am I?
 Born & raised in Reno,
NV
 Student at the
University of Nevada,
Reno
 Marketing Major
 Graduating Soon!

7. Social Media
Social media is a far more complex field than many
think.

8. Social Media
Social media is a far more complex field than many
think.
This presentation discusses a few of the challenges
companies face when using social media.

9. Social Media
Topics in this presentation:
•Responsiveness
•Online Reviews
•Attracting consumers
•Recognizing differences in social media sites

10. Social Media Responsiveness

11. Social Media Responsiveness
Social media is not a one-
way channel!

12. Social Media Responsiveness
Social media is not a one-
way channel!
It’s a two-way, interactive
channel.

13. Social Media Responsiveness
Social media allows
customers to easily
talk to businesses.

14. Social Media Responsiveness
Social media allows
customers to easily
talk to businesses.
Also, when a company
ignores customers,
other customers can
see!

15. Social Media Responsiveness
Example of doing it right:
JetBlue uses Twitter to
monitor and respond
to customer
complaints and
complements real-
time.

16. Online Reviews

17. Online Reviews
Social Review sites like
Yelp make it easy for
customers to leave and
read reviews.

18. Online Reviews
Social Review sites like
Yelp make it easy for
customers to leave and
read reviews.
This is another area
where it is important to
be responsive.

19. Online Reviews
Businesses should: Determine which sites
1. Find the review sites customers use both to
their customers use. write reviews, and to
look for reviews when
considering making a
purchase.
Includes sites such as Yelp
and Foursquare.

20. Online Reviews
Businesses should: Check these sites
1. Find the review sites frequently for new
their customers use. reviews.
2. Monitor these sites
regularly.

21. Online Reviews
Businesses should: Not all comments require
1. Find the review sites a response.
their customers use. If a customer has a poor
2. Monitor these sites experience, a response
regularly. can be added
3. Respond to (some)
explaining why the
negative reviews. situation happened &
why it won’t happen
again.

22. Online Reviews
Businesses should: Positive comments can
1. Find the review sites be responded to by
their customers use. sending a “thank you”
private message to the
2. Monitor these sites
customer that wrote
regularly.
the review.
3. Respond to (some)
negative reviews.
4. Don’t forget positive
comments.

23. Attracting Customers
To Company Social Media Pages

24. Attracting Customers
Interacting with a
company on social
media requires time
and effort.

25. Attracting Customers
Interacting with a
company on social
media requires time
and effort.
Customers need to be
given a reason to
visit/like/follow
business social media
pages.

26. Attracting Customers
Interacting with a Incentives can include:
company on social  Discounts
media requires time
 Contests
and effort.
 Polls
 Exclusive news
Customers need to be
given a reason to
visit/like/follow
business social media
pages.

27. Social Media Sites are Different

28. Social Media Sites are Different
Some companies treat all
social media sites the
same way.

29. Social Media Sites are Different
Some companies treat all
social media sites the
same way.
This is a big mistake!

30. Social Media Sites are Different
Some companies treat all Each site has its own
social media sites the advantages,
same way. disadvantages, and
norms.
This is a big mistake!

31. Social Media Sites are Different
Some companies treat all Each site has its own
social media sites the advantages,
same way. disadvantages, and
norms.
This is a big mistake!
Some customers follow
one company on
multiple networks:
They don’t want
duplicate posts.

32. Thank you for Reading!
For more, please visit my blog at:
http://www.anthonywlewis.wordpress.com/