Social Media Overview


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Short slideshow on using social media for customer service and conversation. Also goes over social media monitoring tools.

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Social Media Overview

  1. 1. Social Media Overview<br />
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  5. 5. Social Media Revolution<br />By 2010 Gen Y will outnumber Baby Boomers…96% of them have joined a social network<br />Social Media has overtaken porn as the #1 activity on the Web<br />*Stats provided by<br />
  6. 6. Years to reach 50 million users: Radio (38 Years), TV (13 years), Internet (4 years), iPod (3 years)…Facebook added 100 million users in less than 9 months…iPhone hit 1 billion in 9 months<br />% of companies using LinkedIn as primary tool to find employees…80%<br />
  7. 7. Social Media Is…<br />Customer Service<br />Conversation<br />
  8. 8. Customer Service<br />Social media must be used as a way to improve customer service throughout your company by:<br />Monitoring what is being said about your company online<br />If a client starts a conversation on social media about you, you want to be able to acknowledge their thoughts – especially if they’re negative<br />Transparency is key: if there is negative conversation about your company, you need to react to it immediately and try to fix it – Don’t pull a Tiger Woods!<br />FoodSpotting<br />
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  10. 10. Customer Service<br />Social media must be used as a way to improve customer service throughout your company by:<br />Monitoring what is being said about your competitors online<br />If clients are upset with your competitors performance, this is a good opportunity for you to step in and offer them what they want<br />Delta vs Southwest<br />If clients are happy with your competitors performance, this will give you better insight on how to please your own clients<br />“80% of Twitter usage is outside of Twitter…people update anywhere, anytime…imagine what that means for bad customer service” (<br />
  11. 11. Conversation Monitoring Tools<br />TweetDeck<br />Allows you to monitor your Facebook, LinkedIn and multiple Twitter accounts in one location<br />Monitter<br />Allows you to monitor as many or as few keywords as you like at one time, in one location<br />Twitter Search<br />Basic search of twitter conversations<br />Only lets you search one keyword at a time<br />
  12. 12. TweetDeck<br />Click to add/edit keywords<br />
  13. 13. TweetDeck<br />Enter keyword here<br />Click to monitor a specific twitter list<br />You can select from previous keyword searches<br />
  14. 14. TweetDeck<br />Keywords listed in upper left-hand of each column<br />Monitor your competitors<br />Monitor your industry<br />Scroll over to view more of your searches<br />
  15. 15. Monitter<br />Keyword @properties<br />Keyword “jameson real estate”<br />Keyword @jamesonre<br />Scroll over to view more keywords<br />
  16. 16. Twitter Search<br />Keyword<br />
  17. 17. Conversation<br />Social media is about developing relationships with your customer through conversations<br />If you have a Facebook Fan Page, make sure you are responding to your fans comments and questions<br />If you have a Twitter account, initiate conversations with your followers<br />Comment on one of their tweets<br />Ask them about their business<br />Respond to and acknowledge when they @ mention you<br />If you’re on LinkedIn, answer questions related to your industry<br />If all you do on social media is promote your brand, you will fail<br />Remember the 9 to 1 rule – for every 10 tweets you post, only 1 of them should be about you<br />Just like any real-life relationship, no one wants to be friends with people who only talk or care about themselves…the same rule applies in social media<br />“Successful companies in social media act more like Dale Carnegie and less like David Ogilvy: Listening first, selling second” (<br />
  18. 18. Social Media ROI: Socialnomics by @equalman<br />
  19. 19. Questions?<br />