Does social media drive customer engagement?

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Does social media drive customer engagement?

  1. 1. Does social media drivecustomer engagement?<br />Ilona Hitel<br />Twitter: ilonah<br />
  2. 2. A small caveat to start with…<br />Answers? ✖ Insights? ✔<br />http://brandinfiltration.com<br />
  3. 3. Some statistics<br />Forrester Research: social media marketing will grow at a compound rate of 34%, reaching 3.1 billion by 2014<br />131bn Google searches in December 2009<br />A business that blogs gets 55% more visitors than a business that doesn’t<br />The average visitor spends 66% more time <br />than they did a year ago<br />45m monthly LinkedIn visitors, 3.5m UK……..<br />
  4. 4. 27 million Tweets…….per day……<br />8x last year’s volume<br />95= The percentage of companies using LinkedIn to find and attract employees<br />59% use Facebook and 42% use Twitter<br />
  5. 5. Not convinced?<br />More than half the population <br />is under 30.<br />They have always known the internet.<br />
  6. 6. What are B2B marketers doing?<br />
  7. 7. 7<br />And us users?<br />
  8. 8. 8<br />And b2b buyers?<br />
  9. 9. 9<br />What’s this got to do with leads?<br />90% or more of people begin their purchasing process in search engines.  <br />Blogs and social media make it more likely that your prospects will find you online when they search.<br />
  10. 10. 10<br />So if it’s all about…<br />http://www.slideshare.net/wadds/presentations<br />
  11. 11. 11<br />It’s about getting found online, or<br />= creating remarkable content<br />
  12. 12. Rules of good content<br />1/ entertain or educate…<br />2/ your products (and services) are boring<br />3/ it doesn’t have to cost much…<br />
  13. 13. 13<br />Give away content to buildcommunities<br />Recognised by the Forrester 2010 Groundswell awards<br />35,000 views & downloads, 12,000 visitors to blogs<br />
  14. 14. 14<br />Use Slideshare to extend reach…<br />
  15. 15. Have your followers talk about you<br />
  16. 16. Rules of engagement<br />Listen <br />– who is your audience?<br />
  17. 17. “Social Media is Like a Cocktail Party: Listen Then Respond”<br />Photo Credit: The Dana Files<br />
  18. 18. Rules of engagement<br />2. Engage & participate<br />http://m80im.com and Jon Thomas <br />
  19. 19. Be timely and transparent<br />
  20. 20. Never sell or spam<br />
  21. 21. But you can be opportunistic<br />
  22. 22. Get social – join the conversation<br />
  23. 23. 3. Analyse and optimise<br />
  24. 24. Free tools<br />Engaging<br />Listening<br />
  25. 25. Social media in action<br />In 2009 Dell saw sales from Twitter of $6.5m<br />
  26. 26. Social media in action<br />Blendtec has seen sales rise 700% over 3 years<br />
  27. 27. Social media speeds a crisis<br />if the product <br />is bad<br />
  28. 28. But a threat is an opportunity<br />Became de facto source of information <br />during ash cloud<br />Weekend Twitter monitoring<br />won fans when wifi provider <br />Boingo issued swift apology<br />The best brands will win on speed and effort<br />
  29. 29. And it’s a great way to show <br />you care<br />150,000 <br />users<br />helped<br />since <br />2008<br />
  30. 30. 7 reasons to adopt<br />1/ PR<br />2/ Service<br />3/ Loyalty<br />4/ Collaboration<br />5/ Networking<br />6/ Thought leadership<br />7/ The sum of the above = <br />Customer acquisition?<br />
  31. 31.
  32. 32. And remember....<br />We have never had reach like this before<br />http://m80im.com and Jon Thomas <br />
  33. 33. Question: Does social media drive customer engagement?<br />Answer? <br />Over to you.<br />Ilona Hitel<br />Twitter: ilonah<br />Credits… <br />
  34. 34. Credits<br />http://brandinfiltration.comhttp://m80im.com and Jon Thomashttp://hubspot.comhttp://www.slideshare.net/wadds/presentations  <br />

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