Covid-19 poses so many challenges to businesses struggling to stay afloat in these uncertain times. In this session with SEJ's Social Media Manager Mary Davies, you will learn how to not just survive but rather thrive in tough times through building strong connections and long lasting relationships with your user base and customers. Using social media will be the focus of this session but many tips provided can easily be transferred and implemented on your website, email outreach campaigns and even brick and mortar storefronts.

2. Who I Am
What I Do
AND
PRESIDENT
Beanstalk Internet
Marketing
SOCIAL MEDIA MANAGER
Search Engine Journal
MY PASSIONS INCLUDE:
User Experience
Social Media Growth & Engagement
Building Brand/Customer Connections
+ My Family, My Friends, Travelling, Biking, Skiing & My Cat
@beanstalk#SEJLive

3. Why I Am
Here Today
To share with you how
CONNECTING WITH PEOPLE
and focusing on the human element can
CREATE BRAND LOYALTY
that lasts not only through tough times but
FOR YEARS & YEARS TO COME!
@beanstalk#SEJLive

4. 3 Takeaways
You Can Implement
Right Away!
Be A Person
Be A Source Of Joy
Go Above & Beyond
1
2
3
@beanstalk#SEJLive

5. BE A PERSON
@beanstalk#SEJLive

6. @beanstalk#SEJLive

7. Talk WITH not AT your followers
• SOCIAL media is THEIR space,
not yours – you are a guest
• Minimum 50/50 rule – half
connection, half promotion
⮚ Paid ads are your sales tool
⮚ Your profile is your connection tool
@beanstalk#SEJLive

8. • Find where you can let them know
you can relate
• Your long day is not their problem
Empathize and relate
to Struggles & frustrations
@beanstalk#SEJLive

9. Empathize and relate
to Struggles & frustrations
@beanstalk#SEJLive

10. Be a part of the group/discussion
• Comment on and Like/Love user
comments & reviews
• Know and use their language
(e.g. “What a beauty of a bluebird day!” –
Skiers & Snowboarders)
• Let loose, a little humor goes a long way!
@beanstalk#SEJLive

11. Be a part of the group/discussion
@beanstalk#SEJLive

12. Use wording that reinforces
That you’re a person
• Use personalized salutations
(e.g. “Thanks for sharing your photo with us Mary!”)
• Use terms like “community”, “group”, “family” etc.
(e.g. “We are so grateful for our amazing
community!”)
• Introduce yourself and use your name in messaging
(e.g. “Hi Dave! It’s Mary here, how can I help you?”)
@beanstalk#SEJLive

13. Talk to them where they are
• Leave your own profile and “like” their posts
• Be a part of the larger community via sponsoring or
donating to events, contests etc.
@beanstalk#SEJLive

14. BE A SOURCE OF JOY
@beanstalk#SEJLive

15. Offer people the chance to
Participate in positivity
@beanstalk#SEJLive

16. Offer people the chance to
Participate in positivity
@beanstalk#SEJLive

17. Offer people the chance to
Participate in positivity
@beanstalk#SEJLive

18. Never REACT to negativity,
Find a positive way to RESPOND
• Take a pause, if necessary, prior to responding
• Begin with gratitude
(e.g. “Thank you for taking the time to reach out to us.”
or “We appreciate the feedback!”)
• Acknowledge each concern point by point
• Keep your responses simple and easy to digest
@beanstalk#SEJLive

19. Adopt a positive & supportive
brand voice
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20. Share positive feedback from your
Community with your community
@beanstalk#SEJLive

21. GO ABOVE
& BEYOND
@beanstalk#SEJLive

22. Sacrifice where you can to support
your CURRENT customers
• Offer coupons and discounts
• Make one off exceptions to rules
• Offer payment plans
• Give freebies
• Invest in customer appreciation
@beanstalk#SEJLive

23. Highlight what you are doing
that others aren’t
• Look at the comments and questions
on competitor profiles
• Search related groups for competitor
name mentions
• Read current Google, Yelp,
Facebook, etc. reviews
@beanstalk#SEJLive

24. Highlight what you are doing
that others aren’t
@beanstalk#SEJLive

25. What Am I Doing?
• Reducing rates for long term clients, even free for some.
• Upping my services to boost my clients as much as possible in
hard times so they can THRIVE when things start up again rather
than play catch up.
• Being available to talk, not just about our services but as a fellow
business owner who can empathize with the current stresses.
• Doing all I can to maintain the strong connections we have built
with our clients, who are also our “friends”.
@beanstalk#SEJLive

26. TAKEAWAYS CHEAT SHEET
• Talk WITH not AT your followers
• Empathize and relate to struggles & frustrations
• Be a part of the group/discussion
• Use wording that reinforces that you’re a person
• Talk to them where they are
• Offer people the chance to participate in positivity
• Never REACT to negativity, find a positive way to
RESPOND
• Adopt and consistently use a positive and
understanding brand voice
• Share positive feedback from your community
with your community
• Sacrifice where you can to support your CURRENT
customers
• Highlight what you are doing that others aren’t
BE A PERSON GO ABOVE & BEYOND
BE A SOURCE OF JOY
@beanstalk#SEJLive