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Everything I know about Social Media I learned as a Bartender

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Talk about Social Media Marketing at Seattle Interactive Conference 2016 by Shannon O'Donald, Sr. Strategist, Crown Social Agency

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Everything I know about Social Media I learned as a Bartender

  1. 1. Everything I need to know about social media I learned as a bartender Shannon O’Donald, Crown Social @nnjashan
  2. 2. Social media marketers are the bartenders of brands
  3. 3. BARTENDERS OF BRANDS Attitude sets the tone of a customers/brand interaction How we serve will impact the customer journey We’re the one crafting the cocktails
  4. 4. To be excellent social media marketers, we should improve our bartending skills
  5. 5. SKILLS WE’LL TALK ABOUT TODAY BARTENDER • The bartender attitude • Acing customer service • Crafting cocktails SOCIAL MEDIA MARKETER • Distilling brand values • Action-oriented identities • Crafting experience-centric content
  6. 6. DISTILLING BRAND VALUES THROUGH SOCIAL MEDIA
  7. 7. WHAT ARE YOUR BRAND VALUES? What is your mission statement? What principles guide your work? How can you values define your brand’s unique integrity?
  8. 8. HOW VALUES MANIFEST IN SOCIAL WHAT WE SAY • Creating content WHAT WE DO • Sharing other’s content • Replying to a message • Engaging with another’s post • Responding to current events
  9. 9. BARTELL DRUGS: WHAT WE SAY
  10. 10. BARTELL DRUGS: WHAT WE DO
  11. 11. BUILDING ACTION-ORIENTED IDENTITIES
  12. 12. Literally Everyone “ACTIONS SPEAK LOUDER THAN WORDS”
  13. 13. LEARN NAMES Use their name Invest in social tools with CRM capabilities
  14. 14. KEEP TABS ON PEOPLE TROLLS: call the bouncer ENGAGERS: engage SUPERFANS: do something special
  15. 15. PAY EXTRA ATTENTION TO REGULARS ELEVATE THE EXPERIENCE • Acknowledge them • #LikeforLike • Roll out programs to activate potential super fans
  16. 16. ANTICIPATE THEIR NEEDS • Situations generate a customer need • How can marketing address that need? • Deliver before they seek it out
  17. 17. CREATING EXPERIENCE-CENTRIC CONTENT
  18. 18. REMEMBER WHY THEY’RE HERE • We get something out of it • It’s an activity • Keep context in mind
  19. 19. THE CUSTOMER JOURNEY
  20. 20. Albert Einstein “Not everything that counts can be counted, and not everything that can be counted counts.”
  21. 21. CLOSE OUT YOUR TABS Evaluate your actions qualitatively Track your relationships and nurture them Align performance metrics with the custo journey
  22. 22. Maya Angelou “I've learned that people will forget what you said, people will forget what you did, but people will never forget how you made them feel.”
  23. 23. THANK YOU!
  24. 24. SOURCES CITED • Delta Assist • Bartell Drugs • Windows Insider Program • Google Marketing

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