7. • WIIFM
• “What’s In It For Me”
• Flip The Script
• 55% of people who call out brands on
social just want to be heard. Make
sure you’re listening and responding
(Sprout Social)
Listen before you speak
20. • Quick responses provide not only the
speed and convenience that people
crave, but also build your brand as one
people can trust.
• 32% of customers expect a response
within ____ minutes online. (The Social
Habit)
• Airlines responding to Tweets in 6
minutes or less earned customers
willing to pay $20 more per fare.
Respond quickly
21. • Treat your followers on your most
active social platform by giving them
access to exclusive discounts,
promotions or events.
• Everyone loves to feel part of the “in”
crowd and have access to exclusive
content and deals.
Surprise and Delight
23. • Use first names when possible (should
be present on their profile).
• Bots can help show your customer
that you care about them, but follow
up with human correspondence
quickly.
Embrace personalization
24. • If you want your consumers to be loyal
to you, then you need them to see that
you value their opinion.
• User-generated content (UGC) tells
your followers that you take their
views and ideas into account when
building your brand.
Amplify UGC