Likeable Social Media: How to Delight Your Customers, Create an Irresistible Brand Presentation given by Dave Kerpen, CEO of Likeable Media. Moderated by Mike Lewis, VP of Sales and Marketing at Awareness, Inc. Original air date: 6-9-11

1. 15 Strategies to Make your Organization More @DaveKerpen, CEO, @LikeableMedia Author of @likeablebook June 2011

4. like is the new link

5. it’s not about you…

6. Likeable Social Media: How to Delight Your Customers, Create an Irresistible Brand, and Be Generally Amazing on (& other social networks) 15 ways…

7. 1. listen first and never stop listening

9. 2. think – and act – like your customer

12. 3. compel your customers to be your first fans

15. 4. respond quickly to all bad comments

19. 5. respond to good comments too

21. online influencers… the new celebrities?

22. 6. be authentic

24. 7. should you ask a lot of questions?

25. 1. Pose a question or challenge directly to fans 2. Ask fans to “like” it 3. Announce winners of a Facebook-hosted contest or sweepstakes 4. Include “everything else” – all remaining status updates that didn’t fit any of the above categories in a recent study, Likeable Media looked at status updates that…

26. • In 100% of cases, engagement rates for posts that asked fans to “‘Like’ this” were up to 5.5 times (on average 2.7x) higher than those for “other updates”.* • In 9 out of 10 cases, status updates that posed a question directly to fans were 2-6 times as engaging as “other updates”. Likeable Media found the following…

27. 8. provide value (yes, for free!)

29. 9. share stories (they’re your social currency)

31. 10. inspire your customers to share stories

33. 11. integrate facebook into the entire customer experience

35. 12. use facebook ads for greater impact

40. 13. admit when you screw up then leverage your mistakes

42. 14. consistently deliver excitement, surprise, & delight

44. free chillzones

45. 15. don’t sell! just make it easy & compelling for customers to buy

47. but how do we get started today?

48. getting started on:

49. If you can add a business as a “FRIEND”, it’s not properly set up on Facebook. Individual profiles are for Individuals. profiles

50. Groups are organized around common interest. Limited functionality, but able to organize large groups of people. Can be public or private. groups

51. Established for businesses: Become a LIKER Completely public, don’t need to be a member of Facebook to view HIGHLY functional. fan pages

52. community pages

53. the 5 most engaging status updates

54. getting started on:

55. • Consumer Insight • Customer Service • Real Time Communication best uses

56. Limited to 140 Characters, Twitter is based on the simple premise of reporting “What’s happening?” right now “ what’s happening?”

57. Type “RT @DaveKerpen:” OR Simply click the “Retweet” button retweeting

58. Click the “Reply” button… @reply

59. DM (Direct Messaging)

60. tweetdeck

61. hootsuite

62. other apps

63. getting started on:

64. • Demonstrating Corporate Culture • Demonstrating Product Uses Best Uses

65. • Content is more important than production quality. A good flipcam will do. • Short and sweet is almost always better. A good rule of thumb is 30-90 seconds per video. • Have fun. Video is a great way to showcase your brand’s personality . • Answer people’s comments. Tips

67. getting started on:

68. • Recruitment • Retention • Industry Collaboration best uses

69. company profiles

70. getting started on:

71. Blogs allow you to connect with the consumer in a more casual level, enable you to talk directly with consumer via comments, and allow you to expand and explore topics best uses

72. There are over 200 million US-based blogs. In addition to providing a platform for expanded, easily updatable content, blogs have another important purpose: B.L.O.G. = BETTER LISTINGS ON GOOGLE (and Bing too!)

75. likeable.com likeablebook.com Engage with me @DaveKerpen on Twitter Ask us questions @ Facebook.com/LikeableMedia Or, email me anytime dave@likeable.com thank you/ grand prize/ I love feedback