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Liners Direct Keynote Presentation


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Thank you very much Liners Direct for bringing me to San Diego to talk to your reps about social media, online customer service, and reputation management. I wanted your attendees to walk away with a lot of value without having to keep track of a lot of paper so I provided this link so that they can access the support information from my keynote in one place.

Social Media Strategy Form
Tool Matrix
Editorial Calendar, 12 months
Metric Report
My Blogs on Reputation Management (I couldn’t pick just one)
How to Deal With Negative Customer Feedback

Published in: Social Media, Business, Technology
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Liners Direct Keynote Presentation

  1. 1. Liners Direct Kerry Rego Consulting November 5, 2013
  2. 2. Benefits & Relevance of Using Social Media Marketing 1. 2. 3. 4. 5. 6. 7. Enhance Branding & Awareness Protect Your Reputation Enhance Public Relations Build Community Enhance Customer Service Facilitate Research & Development Drive Sales & Leads
  3. 3. Infographic compiled and designed by
  4. 4. Infographic compiled and designed by Social Media Avg. Monthly Use Fav resource for behavior is ComScore & Pew Internet
  5. 5. Why is Social Media Important? •Facebook 1.19b MAU •Twitter 232m MAU •YouTube 4b hrs watched/m •LinkedIn 259m MAU •Google+ 360m MAU •Instagram 80m MAU Logos courtesy of Aquaticus
  6. 6. what is social
  7. 7. Social Media, A Definition: Social media use web-based technologies to transform and broadcast media monologues into social media dialogues. Wikipedia
  8. 8. Kinds of Media •Blog Wordpress •Email Marketing Constant Contact
  9. 9. Kinds of Media
  10. 10. Kinds of Media •Networking Facebook, LinkedIn •News Twitter, Reddit
  11. 11. Kinds of Media •Bookmarking Pinterest •Review Yelp
  12. 12. Kinds of Media •Event Eventbrite •Location/Mobile Google Places, Foursquare
  13. 13. how to setup a social media
  14. 14. Where Do You Start? • Goal • Audience Mockup • Tools • Routine • Measure • Adjust • Persist
  15. 15. Audience Mockup • WHO is the audience? • WHAT is their preference? • WHEN do they want to hear? • WHERE are they? • WHY are you there?
  16. 16. Content Folder THE WHAT Routine THE WHEN Events Conventions Education Holidays Peak/Off Season
  17. 17. Marketing Editorial Calendar
  18. 18. Tools for Streamlining • • • • • Set routine for “dashboarding” content Blog in batches, time release, autopost Feedburner, TwitterFeed, Facebook scheduler Hootsuite, Tweetdeck Autoposting blog to other channels gets you 50% more leads! Scheduling gets you 3x more leads! – Hubspot
  19. 19. Tool Management or use
  20. 20. Advanced Tool Management
  21. 21. Optimum Times to Tweet/FB Infographic compiled and designed by Buddy Media
  22. 22. what’s going to stop you
  23. 23. Obstacles • • • • • • Lack of Time Lack of Manpower/Resources Lack of Training & Knowledge Can’t Measure Blank Page Syndrome Negativity
  24. 24. Solutions 1. 2. 3. 4. 5. 6. Time Manpower Training Measure Writer’s Block Negativity 1. Batch Create & Schedule 2. Routine 3. Hire Experts, YouTube, follow rockstars & pros 4. Build custom metric report based on goals 5. 6.
  25. 25. 12% US online adults agree complaints made about customer service via social media strongly influence their image of the company. When companies respond to requests of customer service via social media, those same customers spend 20-40% more with the company. (Bain & Company)
  26. 26. How to Get Great Reviews •Create a client process •Train staff •Communicate every step of the way •Give them preferred link •Follow-up •Make it easy to share company info
  27. 27. How to Deal with Negativity • How do you deal with it normally? • Listen, respond, react • Provide customer service & survey • Don’t erase negative posts! • Control is an illusion
  28. 28. First Page of Search Results 85% never get off the first page! -Internet Reputation Management Data by Compete, Jacob Nielsen, Optify Image courtesy
  29. 29. Action Items for Reputation Management 1.Perform a vanity search 2.Purchase your domain name 3.Setup a monitoring tool 4.Setup Google Places 5.LinkedIn 6.Use social media tools!
  30. 30. Social Media = Telephone So Check Your Messages! • • • • • • Voicemail Texts Email Facebook Twitter And others
  31. 31. Questions?
  32. 32.