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Ccbb ppt

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How to create buzz for your business - presentation to the Caffe Culture Show, Olympia 13th May 2015

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Ccbb ppt

  1. 1. Alan Stevens The MediaCoach Twitter: mediacoach Coffee Coffee Buzz Buzz All tweets welcome #CaffeCultureShow2015
  2. 2. Text
  3. 3. What do customers know about you? • PAID • OWNED • EARNED
  4. 4. What do customers know about you? • PAID - Adverts on Facebook, Google etc • OWNED • EARNED
  5. 5. What do customers know about you? • PAID - Adverts on Facebook, Google etc • OWNED - Your website • EARNED
  6. 6. What do customers know about you? • PAID - Adverts on Facebook, Google etc • OWNED - Your website • EARNED - Review sites, social media
  7. 7. What do customers know about you? • PAID - Adverts on Facebook, Google etc • OWNED - Your website • EARNED - Review sites, social media
  8. 8. A negative tweet could cause a business to lose 30 customers (Convergys Corporation, 2009)
  9. 9. Alan’s 5 point BUZZ plan • Be unconventional
  10. 10. D’Espresso Manhattan NYC
  11. 11. Alan’s 5 point BUZZ plan • Be unconventional • Create an experience to share
  12. 12. What do customers share?
  13. 13. What do customers share? Customer Service
  14. 14. What do customers share? Customer Service Customer Service
  15. 15. Tweet this: “There is no product or service good enough to overcome a bad customer experience says @mediacoach #CaffeCulture2015”
  16. 16. Alan’s 5 point BUZZ plan • Be unconventional • Create an experience to share • Encourage reviews
  17. 17. Where do customers put reviews?
  18. 18. Text
  19. 19. What prompts a review? • Being asked • Quantity of previous reviews • Experience differs from expectation • No other channels • Unresolved issues • A very good or bad experience
  20. 20. • Personal request • Post-visit email • Regular email • Physical reminder • Call to action on website Ways to get reviews
  21. 21. Tripadvisor Insights
  22. 22. Alan’s 5 point BUZZ plan • Be unconventional • Create an experience to share • Encourage reviews • Respond to comments
  23. 23. Responding to comments • Quick, not immediate • Know the rules (No personal insults..) • Decide what level to reply at • Claim your business listing • Public or private?
  24. 24. Alan’s 5 point BUZZ plan • Be unconventional • Create an experience to share • Encourage reviews • Respond to comments • Deal with negatives
  25. 25. Dealing with negatives • Provide non-review paths for feedback • Links to support in emails • Live resolution/escalation • Broadcast your willingness to listen to feedback • Learn from negative feedback - a process, not a reaction • Always respond to comments
  26. 26. Alan Stevens The MediaCoach Twitter: mediacoach Coffee Coffee Buzz Buzz #CaffeCultureShow2015
  27. 27. Download this from: slideshare.net/mediacoach Text 1mediacoach to 88802 for free “101 media tips”

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