Social media101 webinar


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Social media101 webinar

  1. 1. Get Connected. Get Customers. Social Media 101
  2. 2. Who is Main Street Hub?• The only full-service Social Media Management company focused exclusively on small local businesses.• Low-cost, full-service “do-it-for-you” solution for local businesses to connect with their customers online• We do all the work, so you can stay focused on running your business• Featured in: • New York Times • Forbes Magazine • The Wall Street Journal • Inc. Magazine 2 Get connected. Get Customers.
  3. 3. Social Media FactsCustomers are increasingly talking about businesses online, whether businesses want them to or not: • 8 out of 10 consumers search online first for local businesses before making the purchasing decisions.A proactively managed social media presence is an asset: • 60% of Facebook fans and 79% of Twitter followers are more likely to recommend the businessResponding to customer reviews shows other potentialcustomers that you care about customer satisfaction• 8 out of 10 social media users say its important for businesses to respond to questions and complaintsFriend-to-friend recommendations on Facebook andreviews on customer review websites lead to higherconversions• Ads/posts including your friend’s name increases recall by 60%• 9 out of 10 customers trust peer recommendations Source: Intuit 2 Get connected. Get Customers.
  4. 4. CUSTOMER REVIEW WEBSITESWhere your customers are going to compare you to your competition 4 Get connected. Get Customers.
  5. 5. Customer Review Websites: RecommendationsWhat are review websites?Yelp and Google+ Local are online guides that help people find places to eat, shop, drink,relax and play, based on the informed opinions of other users and reviewers within theonline community. They are also used to gather information about the business such aspictures, location, timings and deals.• Claim your profile• Customize and optimize online profile• Respond to all reviews• Create promotions and announcements Get connected. Get Customers.
  6. 6. Claim Your Google+Local Listing1. Create a Google Account2. Find your business and select “Managethis page” 6 Get connected. Get Customers.
  7. 7. Claim Your Google+Local Listing3. Type in main business phone number and select “Find business information” to see if Google can pullup any already created profile information4. Find your business listing and select “Edit” 7 Get connected. Get Customers.
  8. 8. Claim Your Google+Local Listing5. Enter in basic business information 6. Enter in business details such as distance, times, product details, promotions and photos and video. 8 Get connected. Get Customers.
  9. 9. Unlock Your Yelp Page 1. Search for your business 2. Unlock your business 4. To verify your business account, you will be given a Pin code, select “Call me New” and enter 3. Enter in the code when prompted. your businessinformation and select “Continue” 9 Get connected. Get Customers.
  10. 10. Setup Your Yelp Page Fill out your business info completely Sell yourself hereCustomer Reviews• Respond to all reviews left about your business• Be polite and eager to please – people are watching• Overwhelm the negative with positive• Go the extra mile for “influencers”• Four stars is average – go for five 10 Get connected. Get Customers.
  11. 11. MaintenanceIt is very important that once you setup each one of these sites that you constantly monitorand maintain each one. Make sure to: • Scour sites for new reviews daily • Respond to every review either publically or privately • Keep promotions up to date • Update “About Business” info as your business or menu changesRun Promotions and AnnouncementsGive customers a reason to pick up the phone and call you in the moment they’relooking to spend money.• Create a special promotion just for customer review websites so you can track it the business you get from these sites.• You can target a specific type of clientele• Use to fill slow days or times• Don’t want to discount? Add an announcement that is something you already offer 11 Get connected. Get Customers.
  12. 12. The Importance of Customer ReviewsAllows businesses to create relationships with their customers. Not Advertising  Conversation  More CredibleBusinesses can: • Respond to feedback • Increase customer service • Get new ideas for products, services, packages • Promote specific brands, products or services • Run specials to entice customers to do business with you and act NOW • Spread word of mouth through friend-to-friend recommendations • Stay top of mind to encourage repeat business • Cultivate the relationships with your target market • Increase customer trust and brand loyalty 2 Get connected. Get Customers.
  13. 13. Responding to a Positive Customer Reviews Responding to positive customer reviews improves businesses online reputation. 13 Get connected. Get Customers.
  14. 14. Responding To A Negative Review Responding to negative reviews is an example of great customer service follow up and takes the sting out of the negative.Turning the negative into a positive 14 Get connected. Get Customers.
  15. 15. CHECK-IN WEBSITESReward your customers for spreading word of mouth about your business 15 Get connected. Get Customers.
  16. 16. Foursquare – The Ultimate Mobile Check-In SiteWhat is Foursquare?Free mobile application that helps it’s users make the most of where they are. When they’re out andabout, they can use foursquare to share and save the places they visit. And, when they’re looking forinspiration for what to do next, Foursquare will give personalized recommendations and deals based onwhere the user, their friends, and people with their tastes have been. 1 million users in 2010  20 million users in 2012 Best endorsement a business can have is a friend actually at their place of businessCustomers can: • Check-in at a place of business and tell all their friends that they are there • Foursquare  Facebook & Twitter • Leave tips/feedback for other patrons (You cannot respond to tips)Business owners can: • Run promotion around check-ins • i.e Swarm, Friends, Flash..etc • Run loyalty programs around check-ins 2 Get connected. Get Customers.
  17. 17. SOCIAL MEDIA WEBSITESCultivate the relationship with your clients 17 Get connected. Get Customers.
  18. 18. Facebook What is Facebook? Facebook is the largest website on the internet. Its mission is to give people the power to share and make the world more open and connected. It has over 900 million users. If it were a country, it would be the third largest on Earth. Friend• Each person on Facebook has an average of 245 friends, Customer x245 Friend Friend most of which are local Friend• Every time a business Local Business Customer x245 Friend engages with its fans on Friend Facebook, each of their Friend friends see that they have Customer x245 Friend interacted with the business Friend 18 Get connected. Get Customers.
  19. 19. Create Engaging PostExample: Restaurant• Product promotion• Pop culture base• Question-based posts• Contests or Giveaway 19 Get connected. Get Customers.
  20. 20. How Businesses Should Use FacebookSign up and let people know that you are on Facebook. Stable and growing fan base Tawnya’s Facebook friends saw this post, even if they werent linked to the business 144 people saw this one post 20 Get connected. Get Customers.
  21. 21. TwitterWhat is Twitter?Twitter is an online social networking service and microblogging service that enables its users to sendand read text-based messages of up to 140 characters, known as "tweets". • A tool to connect with customers at the right time • Over 200 million users • Processes 350 billion tweet every day • Users are more influential • Twice as likely to leave a customer review • Users engage more with businessesHow your business should use Twitter?Think of Twitter as a channel for positive reviews• Give customers a pleasant surprise: say thanks• Use Twitter to reach new people (ex: shown to the right)• Keep it short• Integrate Twitter into your Facebook Page and website• Integrate into offline marketing• Add to business card 21 Get connected. Get Customers.
  22. 22. Twitter – Best Practices• When creating a Twitter page Handle = Business Name Ex: @thestinkingrose• Same types of posts as FB Information is condensed into 140 characters• Trending topics Using #tags (hashtags) for brand promotion• Twitter etiquette o Frequency of posts o Re-tweeting o Follow backs o Mention special buzz words 22 Get connected. Get Customers.
  23. 23. TRAVEL REVIEW WEBSITESWhere your potential clients are going when they are traveling to your city 23 Get connected. Get Customers.
  24. 24. TripAdvisor Recommendations What Is TripAdvisor? TripAdvisor is travel website that assists customers in gathering travel information, posting reviews and opinions of travel-related content and engaging in interactive travel forums. Similar to review sites such as Yelp and Google+Local• Claim your profile• Customize and optimize online profile:• Respond to all reviews• Link to Social Media Profiles 24 Get connected. Get Customers.
  25. 25. PROFESSIONAL SOCIAL MEDIA WEBSITEStrengthen and extend your existing professional network 25 Get connected. Get Customers.
  26. 26. Linkedin RecommendationsWhat Is Linkedin? LinkedIn is the world’s largest professional network with over 120 million members and growing rapidly. LinkedIn connects you/your business/company to your trusted contacts and helps you exchange knowledge, ideas, and opportunities with a broader network of professionals.• Create profile: Add photos, specialties, detailed profile information, etc.• Optimize Profile: Make it easy for people to find you• Get Recommendations: Get happy clients to write recommendations• Grow Network: Connect with client and other like- minded individuals• Engage: Post engaging content 26 Get connected. Get Customers.
  27. 27. COMMON MISTAKESCommon social media mistakes and how to avoid them 27 Get connected. Get Customers.
  28. 28. Common MistakesCustomer Review Websites • Responding to reviews in a defensive manner (ex: shown to the right) • Leaving out important information about business or services • Typos and grammatical errors in profile Example of a defensive response • Out-dated promotionsFacebook & Twitter • Putting out one-way posts and not getting engagement • Having a FB “profile” and not a “business page” • Posting too often or spamming • Not posting often enough Example of one – way posts and over-posting. 28 Get connected. Get Customers.
  29. 29. TIME AND RESOURCESSocial Media Management can be a full time job 29 Get connected. Get Customers.
  30. 30. Who Has The TimeSetup and polish profiles • Customer Review 4 - 5 hours • Facebook & Twitter 3 hours • Foursquare 1 hour • LinkedIn 2 hoursChecking for updates • Customer Review 3x/day (3 minutes x 4 sites) = 18 hours/month • Facebook & Twitter 3x/day • Foursquare 1x/day • LinkedIn 1x/dayResponding to reviews ¼ - 1 hour for each reviewPosting Content • Facebook & Twitter 2x/week (¼ - 1 hour x 2 sites) = 4 - 16 hours/month • LinkedIn 2x/week (¼ - 1 hour x 2 sites) = 4 - 16 hours/monthNot to mention responding to post, comments & tweets, creating promotions, makingcontributions, requesting reviews or recommendations Average of 50-75 hours each month 30 Get connected. Get Customers.
  31. 31. Significant Savings 50-75+ hours per month on average to make social media effective & profitable.No training or expertise:• Recent college grad $10/hour  $500-750/month• A server or other employee $7/hour  $350-525/monthExperienced: • Independent consultant $20-100/hour  $1000-7500/month We have the technology, expertise and manpower to do it right!Main Street Hub is the most cost-effective solution for local businesses with plans starting at 249/month. 31 Get connected. Get Customers.
  32. 32. Why Work With Main Street HubWe do EVERYTHING for you• Increase visibility and exposure online• 24/7 monitoring• Fast response time• Simple and informative reports• Increased word of mouth• Significant cost savings compared to competitors Client Dashboard• Save you time Simple Reports 32 Get connected. Get Customers.
  33. 33. Our Success Rate We have over a 90% Retention Rate At or before Monthly Stat Today % Change Signup Average Yelp Traffic 301 507 68% Average Google Places Traffic 5455 7581 39% Average Google Places Engagement 468 659 41% Average Facebook Page Likes/Fans 542 846 56% Average Facebook View of Posts 3725 19428 422% Average Facebook Story Comments 16 25 56% Average Twitter Followers 142 188 32%Length of partnershipWe do not have a long-term contract. We ask that you partner with us for 90 days. After that, we work on a month-to-month basis Our clients love us! Main Street Hub has been an amazing service allowing us to connect with our customers through social media marketing, which in turn has increased our business. They have been integral in keeping our fans updated as we launched 2 new locations. With over thousands of reviews on Yelp alone, Main Street Hub allows each of our customer/fan/critic to feel like they are the only ones with the individual attention and response they provide on our behalf. They make us look like rock stars so we can concentrate on actually running the businesses. They are affordable, but quite frankly, you cant afford NOT to use them! Sylvia and Young Yi Pearls Deluxe Burgers San Francisco, CA 33 Get connected. Get Customers.