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Social Media Society May 2011 (actionitems)


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Using social media to make your organization more Likeable

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Social Media Society May 2011 (actionitems)

  1. 1. Using Social Media to Make Your Organization More Likeable Presented to Social Media Society @DaveKerpen, CEO, @LikeableMedia May 2011
  2. 3. <ul><li>Facebook is not free. </li></ul><ul><li>Facebook will not bring you instant results. </li></ul><ul><li>Facebook cannot make up for a bad product or service. </li></ul>Warnings about Facebook
  3. 4. like is the new link
  4. 5. it’s not about you…
  5. 6. Likeable Social Media: How to Delight Your Customers, Create an Irresistible Brand, and Be Generally Amazing on (& other social networks) 18 ways…
  6. 7. <ul><li>listen first and never stop listening </li></ul>
  7. 9. action items • Write down a list of five phrases people might say which would identify themselves as potential customers of yours. Conduct Twitter and Facebook searches for each of these phrases. • Conduct searches for your brand, competitors, products and services. Take inventory of what people are saying. • Develop a plan and system to listen on the social web, and determine ways your organization can benefit from the insight and knowledge gained by listening
  8. 10. 2. way beyond women 25-54: define your target audience better than ever
  9. 12. action items • Write down a description of your perfect target audience. Define your customers and prospects as narrowly as you can. Try to paint as detailed a picture of who your customers are, and who you want them to be. • Find your audience on social networks. (Facebook Ads platform; LinkedIn search by job title/industry; Twitter & blogs for what customers are talking about) • Write down a list of places in your marketing budget that you’re spending too much money targeting too wide an audience and decide how you can cut back.
  10. 13. 3. think – and act – like your customer
  11. 16. action items • Write down what your typical customer likes. What specific content would make you click the “Like” button if you saw it as a consumer? Write down 10 examples of such likeable content. • Take messaging that your organization has used in written marketing materials in the past, and rewrite it for the social web, making the material more likeable. • Create a plan for how you might create likeable content not just for social networks, but how you might make all marketing and communications content more likeable. (Changes in your email marketing, direct mail, web content, and ad copy?)
  12. 17. 4. compel your customers to be your first fans
  13. 20. action items • Work with your team to create your value proposition, not for a sale but for a like. • Brainstorm all of the ways you can integrate this call to action into your current marketing and communications practices. • Create a 15 second elevator pitch to tell your customers and anyone you come into contact with, why they should like you on Facebook and follow you on Twitter.
  14. 21. 5. engage: create true dialogue with, and between, your customers
  15. 23. action items • Determine what resources you have to put towards a social media program through which your organization becomes authentically engaged with its consumers. • Hire an online community manager if you don’t yet have one. An online community manager’s main role is to build and grow an engaged community. • Write a list of five ways that your communications could be more engaging than they are right now.
  16. 24. 6. respond quickly to all bad comments
  17. 27. action items • Determine what resources you have to put towards a social media program through which your organization becomes authentically engaged with its consumers. • Hire an online community manager if you don’t yet have one. An online community manager’s main role is to build and grow an engaged community. • Write a list of five ways that your communications could be more engaging than they are right now.
  18. 28. 7. respond to good comments too
  19. 30. online influencers… the new celebrities?
  20. 31. action items • Create a social brand bible for response. Determine what your brand’s voice should be like in its responses to customers on social networks. • Determine the necessary resources to answer every customer with a comment or question who posts on a social network, based on your understanding of the current number of customers, fans, and followers your organization has. • Determine formal or informal ways you can reward your most loyal and influential customers in order to accelerate the positive word of mouth recommendations they have.
  21. 32. 8. be authentic
  22. 34. action items • If you’re a one person operation or a very small business, write down five things you could say that would seem in-authentic or like marketing-speak to a customer. Then write five examples of how you could say the same message in a more authentic way on Facebook. • If you are part of large organization, create a plan for how to to represent yourselves authentically. • If you already have a social media policy, examine it carefully to ensure that it encourages authentic communication, and tweak it if it doesn’t. If you don’t yet have a social media policy, draft one now. (We have tips at our blog at to help get you started.)
  23. 35. 9. be honest & transparent
  24. 37. action items • Create a social media policy which insists on honesty and transparency as the default expectation. • If you work at a large organization, determine whether your Chief Executive Officer can effectively use social media tools such as Twitter and Facebook herself, to be the ultimate transparent representative of your brand. • Closely examine your social media policy to make sure it is aligned with the values of honesty and transparency at its core. • Write down three ways you could respond to questions and comments on social networks in a more transparent way in order to further build trust with your customers.
  25. 38. 10. should you ask a lot of questions?
  26. 39. 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…
  27. 40. • 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…
  28. 42. action items • Write down a list of the topics of conversation your customers typically talk about. • Based upon the topics your customers discuss, write a list of questions you could ask them publicly on Facebook or Twitter to stimulate interesting discussion. • What questions could you ask your fans to glean insight into what they want from you, and how you could do a better job serving your customers? • Determine whether you have any upcoming design updates, new products or packaging, or other opportunities you could ask your customers and fans to help you with publicly.
  29. 43. 11. provide value (yes, for free!)
  30. 45. action items • Brainstorm and write down all of the ways in which you can provide value to your target audience without focusing on marketing yourself or selling your company to them at all. • Write down the format or formats that your organization is more capable of using to provide your audience with valuable content on the social web. • Create several pieces of content that you think your customers would find valuable. Before you share the content on Facebook or another social network, share it with a friend or two to test it.
  31. 46. 12. share stories (they’re your social currency)
  32. 48. action items • Write down your company’s founding story. How can you package that story for easy consumption and sharing on social networks? • Research other stories your organization has to share. Develop a list of customer experiences, unique staff members, and community involvements, that you consider worth sharing with the world at large. • Determine how you will best share your stories. Will you focus on Facebook and Twitter? Is there a niche social network where your stories would be better received? • Decide how you can create new stories for your organization.
  33. 49. 13. inspire your customers to share stories
  34. 51. action items • Define your “wow” factor. What aspect of your products or services is truly worth talking about? • Define your most passionate subset of customers. Who are they, what social networks(s) on they on, how can you reach them, and what tools and opportunities can you give them to encourage them to share their stories? • Determine what incentives, if any, might be helpful in order to inspire and accelerate more word of mouth.
  35. 52. 14. integrate facebook into the entire customer experience
  36. 54. action items • Determine who else besides you at your organization can have a role in using social media to interact with customers. Form a cross-departmental task force to better integrate social media into all of your business practices and operations. • Closely examine all of your available inventory, assets, time and space you have to promote your Facebook presence. As you grow this key asset, where can you remind Where can you share your value proposition for liking you and following you? • Integrate Facebook’s “like” button to as many products and objects on your website as make sense. The easier you make it to be likeable, the more likeable you’ll become .
  37. 55. 15. use facebook ads for greater impact
  38. 59. action items • Define your perfect target audience, using Facebook’s advertising categories to guide you. • Test out various different creative ideas in advertising. Start with a very small budget and with several different pictures and headlines to determine what works best. Link ads to your Facebook page, not to your website. • Determine whether your organization could benefit from LinkedIn ads or Twitter ads.
  39. 60. 16. admit when you screw up then leverage your mistakes
  40. 62. action items • Create a social media crisis plan. What will you do if a customer shares a negative experience on YouTube, or a promotion goes awry, or a planned communication doesn’t go as planned? • Work with your legal team and corporate communications team now to establish some guidelines. • Once you have a plan established, conduct a fire drill or two to see how well your organization responds. • Make sure you are keeping a close watch and listen on what the conversation about you online is – even on weekends and holidays.
  41. 63. 17. consistently deliver excitement, surprise, & delight
  42. 65. free chillzones
  43. 66. action items • Develop a strategy for how you can exceed customer’s expectations on social networks, and surprise and delight them. To start, write down five ways you, as a consumer, could be surprised, in a good way, by your company’s actions. • Determine what budget you have for dedicated promotions, contests, giveaways and sweepstakes on Facebook and Twitter. • Create a social network communications plan that includes unique language in talking to your customers and prospects. No matter what your budget, a unique catchphrase can differentiate you, make people smile – and make people spread the word.
  44. 67. 18. don’t sell! just make it easy & compelling for customers to buy
  45. 69. action items • Conduct an assessment of your current online buying processes. How interested and capable would you be as a consumer in buying from your company? • Research Facebook applications for sales and choose one to integrate into your Page. • Write 5 sample Facebook updates which combine a likeable, engaging question or content with an irresistible offer and link to your website to buy or learn more. Test, track and measure the results in order to optimize for future ROI.
  46. 70. if 18 rules is too much to remember… Listen Up! Be Transparent! Respond to Everyone! Just Be Likeable!
  47. 71. but how do we get started today?
  48. 72. getting started on:
  49. 73. If you can add a business as a “FRIEND”, it’s not properly set up on Facebook. Individual profiles are for Individuals. profiles
  50. 74. Groups are organized around common interest. Limited functionality, but able to organize large groups of people. Can be public or private. groups
  51. 75. Established for businesses: Become a LIKER Completely public, don’t need to be a member of Facebook to view HIGHLY functional. fan pages
  52. 76. community pages
  53. 77. the 5 most engaging status updates
  54. 78. getting started on:
  55. 79. • Consumer Insight • Customer Service • Real Time Communication best uses
  56. 80. Limited to 140 Characters, Twitter is based on the simple premise of reporting “What’s happening?” right now “ what’s happening?”
  57. 81. Type “RT @DaveKerpen:” OR Simply click the “Retweet” button retweeting
  58. 82. Click the “Reply” button… @reply
  59. 83. DM (Direct Messaging)
  60. 84. tweetdeck
  61. 85. hootsuite
  62. 86. other apps
  63. 87. getting started on:
  64. 88. • Demonstrating Corporate Culture • Demonstrating Product Uses Best Uses
  65. 89. • 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
  66. 91. getting started on:
  67. 92. • Recruitment • Retention • Industry Collaboration best uses
  68. 93. company profiles
  69. 94. getting started on:
  70. 95. 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
  71. 96. 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!)
  72. 99. Engage with me @DaveKerpen on Twitter Ask us questions @ Or, email me anytime thank you/ grand prize/ I love feedback