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[<br />Presented by:<br />DJ Heckes, CEO & Founder, Studio-e<br />Lucy Rosen, President, SmartMarketing Communications<br ...
Social Media <br />Revolution<br />YouTube video created by Socialnomics<br />• It’s here • It’s real • It’s big • It’s po...
Interaction<br />“I’m 48. I don’t understand<br /> this Social Media stuff.”<br />• Similar to a  business cocktail<br /> ...
Social Media <br />Sites<br />
A Plan for Clear <br />Communication<br />Questions<br />• What do I want to   accomplish?<br />• Where do I want to go?<b...
Where are our<br /> Customers? <br />Our Customers are communicating with <br />us through a number of different online <b...
Communicate directly with our Customers in the formats they prefer
Stay on top of communication technology
React Promptly to Customer Issues</li></ul>“CHANNEL OWNERS”<br />
#1.  How to Listen to the Voice    of Potential and Existing Customers<br />
Customer Listening      Listening to Current customers <br />
Social Media <br />Most Popular Avenues<br />Join Social Media Sites that <br />Matter toYOUandYOURBusiness!<br />
Apps = Applications<br />Apps Enhance User’s<br />Online Experience<br />
LinkedIn<br />
Linked In<br />Business Goals•  Increase your visibility and brand awareness<br />•  Improve your Google Page Rank<br />• ...
Social Media Customer Care Maturity Model<br />
LISTENING TO POTENTIAL CUSTOMERS <br />
Examples of Developing a Customer Focused Culture.Annapurna’s World Vegetarian Café<br />
#3. How to Become a Customer Focused     Company to Engage Your Customers<br />
 Best Global Brands -- Top 100 Brands in 2010:  IBM #2<br />
Best Global Brands -- Top 100 Brands in 2010:  Microsoft #3<br />
Best Global Brands -- Top 100 Brands in 2010:  Google #4<br />
Best Global Brands – Top 100 in 2009 –Starbucks #1Best Practices Used by Starbucks<br />
Dell Ranked #2 Top Brand in 2009 and Shares Best Practices<br />
New page for business created two years ago for social media:<br />
4.  What about the Engagement that     Comes From the Customer      Interaction?<br />
Listening to Potential customers <br />
Case Studies:Dominos<br />
Domino's® Pizza Turnaround<br />
Domino's® Pizza At the Door of Our Harshest Critics<br />
Zappos.com<br />
Pottery Barn<br />
Boingo<br />
#5. How to Use Metrics      to Analyze the Data<br />Social Media<br /> Metrics<br />Measuring for Success<br /><ul><li>Fa...
LinkedIn Views
Twitter</li></li></ul><li>Social Media<br /> Metrics<br />Making Sense of Facebook Insights<br />
Facebook Insights<br />
Facebook Insights <br />Monthly Fan Size Growth:<br />
Facebook Insights <br />Demographics:<br />
Facebook Insights<br />Page Views:<br />
Facebook Insights<br />Mentions:<br />
Social Media <br />Metrics <br />Getting to Know LinkedIn’s New Profile Stats<br />
LinkedIn Profile <br />Stats<br />
LinkedIn Profile <br />Stats<br />
Social Media <br />Metrics<br />Finding the Twitter Statistics Site<br />
Twitter Metrics<br />
TwitterAnalyzer.com<br />Twitter Metrics<br />TweetStats.com<br />TwitterCounter.com<br />
#6:  How to Manage Your Online <br />       Reputation and Online Brand<br />
How to listen – Start with setting up Alerts<br />
3 FREE Social Media<br /> Monitoring Tools<br />1.  Twazzup<br />
3 FREE Social Media<br /> Monitoring Tools<br />2. Addict-o-matic<br />
3 FREE Social Media<br /> Monitoring Tools<br />1.  Twazzup.<br />
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Using Social Media To Enhnce Customer Relations

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Using Social Media To Enhnce Customer Relations. A Slide Show by DJ Heckes.

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Using Social Media To Enhnce Customer Relations

  1. 1. [<br />Presented by:<br />DJ Heckes, CEO & Founder, Studio-e<br />Lucy Rosen, President, SmartMarketing Communications<br />Presented by:<br />DJ Heckes, CEO & Founder, EXHIB-IT! and Studio-e<br />
  2. 2.
  3. 3. Social Media <br />Revolution<br />YouTube video created by Socialnomics<br />• It’s here • It’s real • It’s big • It’s powerful<br />
  4. 4. Interaction<br />“I’m 48. I don’t understand<br /> this Social Media stuff.”<br />• Similar to a business cocktail<br /> reception<br />• Without constraints<br /> of time or space<br />
  5. 5. Social Media <br />Sites<br />
  6. 6. A Plan for Clear <br />Communication<br />Questions<br />• What do I want to accomplish?<br />• Where do I want to go?<br />• Why do I want to go there?<br />
  7. 7. Where are our<br /> Customers? <br />Our Customers are communicating with <br />us through a number of different online <br />channels. <br />Using these tools allows us to:<br /><ul><li>Reach a broader audience
  8. 8. Communicate directly with our Customers in the formats they prefer
  9. 9. Stay on top of communication technology
  10. 10. React Promptly to Customer Issues</li></ul>“CHANNEL OWNERS”<br />
  11. 11. #1. How to Listen to the Voice of Potential and Existing Customers<br />
  12. 12. Customer Listening Listening to Current customers <br />
  13. 13. Social Media <br />Most Popular Avenues<br />Join Social Media Sites that <br />Matter toYOUandYOURBusiness!<br />
  14. 14. Apps = Applications<br />Apps Enhance User’s<br />Online Experience<br />
  15. 15. LinkedIn<br />
  16. 16. Linked In<br />Business Goals• Increase your visibility and brand awareness<br />• Improve your Google Page Rank<br />• Enhance your search engine results<br />• Generate traffic, links, sales leads, customer relations, naturally through viral features<br /><ul><li>Become active in sharing information.</li></li></ul><li> #2. How to Develop a Customer Focused Culture<br />
  17. 17.
  18. 18. Social Media Customer Care Maturity Model<br />
  19. 19.
  20. 20. LISTENING TO POTENTIAL CUSTOMERS <br />
  21. 21.
  22. 22. Examples of Developing a Customer Focused Culture.Annapurna’s World Vegetarian Café<br />
  23. 23.
  24. 24.
  25. 25.
  26. 26.
  27. 27.
  28. 28.
  29. 29. #3. How to Become a Customer Focused Company to Engage Your Customers<br />
  30. 30.
  31. 31.
  32. 32.  Best Global Brands -- Top 100 Brands in 2010: IBM #2<br />
  33. 33. Best Global Brands -- Top 100 Brands in 2010: Microsoft #3<br />
  34. 34. Best Global Brands -- Top 100 Brands in 2010: Google #4<br />
  35. 35. Best Global Brands – Top 100 in 2009 –Starbucks #1Best Practices Used by Starbucks<br />
  36. 36.
  37. 37.
  38. 38.
  39. 39. Dell Ranked #2 Top Brand in 2009 and Shares Best Practices<br />
  40. 40.
  41. 41. New page for business created two years ago for social media:<br />
  42. 42.
  43. 43. 4. What about the Engagement that Comes From the Customer Interaction?<br />
  44. 44.
  45. 45. Listening to Potential customers <br />
  46. 46. Case Studies:Dominos<br />
  47. 47. Domino's® Pizza Turnaround<br />
  48. 48. Domino's® Pizza At the Door of Our Harshest Critics<br />
  49. 49. Zappos.com<br />
  50. 50. Pottery Barn<br />
  51. 51. Boingo<br />
  52. 52. #5. How to Use Metrics to Analyze the Data<br />Social Media<br /> Metrics<br />Measuring for Success<br /><ul><li>Facebook Insights
  53. 53. LinkedIn Views
  54. 54. Twitter</li></li></ul><li>Social Media<br /> Metrics<br />Making Sense of Facebook Insights<br />
  55. 55. Facebook Insights<br />
  56. 56. Facebook Insights <br />Monthly Fan Size Growth:<br />
  57. 57. Facebook Insights <br />Demographics:<br />
  58. 58. Facebook Insights<br />Page Views:<br />
  59. 59. Facebook Insights<br />Mentions:<br />
  60. 60. Social Media <br />Metrics <br />Getting to Know LinkedIn’s New Profile Stats<br />
  61. 61. LinkedIn Profile <br />Stats<br />
  62. 62. LinkedIn Profile <br />Stats<br />
  63. 63. Social Media <br />Metrics<br />Finding the Twitter Statistics Site<br />
  64. 64. Twitter Metrics<br />
  65. 65. TwitterAnalyzer.com<br />Twitter Metrics<br />TweetStats.com<br />TwitterCounter.com<br />
  66. 66. #6: How to Manage Your Online <br /> Reputation and Online Brand<br />
  67. 67. How to listen – Start with setting up Alerts<br />
  68. 68. 3 FREE Social Media<br /> Monitoring Tools<br />1. Twazzup<br />
  69. 69. 3 FREE Social Media<br /> Monitoring Tools<br />2. Addict-o-matic<br />
  70. 70. 3 FREE Social Media<br /> Monitoring Tools<br />1. Twazzup.<br />
  71. 71. 3 FREE Social Media<br /> Monitoring Tools<br />3. SocialMention<br />
  72. 72. Wrap Up<br /><ul><li> Using apps on Facebook help to enhance your fans’ experience, and keeps them coming back for more.
  73. 73. Designing your Facebook & Twitter Pages to match your brand will help you stand out and help with your overall brand recognition.
  74. 74. Create content that is educational and valuable to your fans.
  75. 75. Don’t be afraid to include your FANS in the process. INTERACTION is KEY.
  76. 76. Stay up to date on your social media metrics and tailor your posts to what your fans want.</li></li></ul><li>Contact: DJ Heckes, CEO & Author (Full BRAIN Marketing)<br />EXHIB-IT! Tradeshow Marketing Experts<br />Tel: 505.828.0574 Cell: 505.440.1878Email: ceo@exhib-it.com<br />Web: www.EXHIB-IT.com<br />

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