3. Customer RetentionIt costs …as it does to keep an existing one. to times asmuch to acquire anew customer…
3. Customer RetentionIt costs So it would be smart to use social media as a tool to keep customers loyal and engaged…
3. Customer Retention ’s IdeaStormis an online community that allows users tosubmit ideas for new products orimprovements to existing ones 30% drop in negative sentiment!
3. Customer Retention noticed that people were complaining about the company on Twitter. They started tweeting back to the disgruntled customers.
3. Customer Retention Customers went from being disgruntled to being brand advocates — all because they were pleasantly surprised when reached out to them via Twitter and helped solve their problems.
3. Customer Retention set up a account on April 8, 2008, and helped users in need.
3. Customer Retention Virgin uses to make it easy to build relationships, not only with other customers, but with the airline itself. Happy customers means returning customers, and it appears that Virgin America gets that.
3. Customer Retention Many people travelling make memories. So it just makes sense for , a photo sharing community, to be part of the social media tools being used.
3. Customer Retention Jet blue uses 3,777 items
3. Customer Retention Delta uses and caused a huge buzz. 2 million views
3. Customer Retention“Admirersdubbed the 33-year-old Atlantawoman“Deltalina,” acombination ofthe airline’sname andAngelina Jolie,who they say she 2 million viewsresembles.”
3. Customer Retention In 2009 , because of the Icelandic volcano, KLM was the first airline to use & to offer people an alternative channel to rebook their flights.
3. Customer Retention In 2009 , because of the Icelandic volcano, KLM was the first airline to use & 59,000 followers
3. Customer Retention Southwest Air uses If you spend any amount of time on Twitter it is hard not to notice somebody talking to or about airlines.
3. Customer Retention They use it a number of ways… Travel advisories
3. Customer Retention They use it a number of ways… Travel advisories Customer service Pointing followers to interesting posts…. Regular fun chit-chat Informing SouthWest customers of great places to eat during layovers or delays
4. eCommerce ’s ROI just for sending out a tweet might look something like this:1.5 million followers 50,000 followers who see the tweet 500 followers who click on the link 50 purchasers based on the tweet $25,000 in sales: 50 purchases x $500
4. eCommerceBy the end of 2009, hadgeneratedin sales from alone.
5. Lead Generation The fishnet = Value you share
5. Lead Generation Push and pull audience to your fishnet Value
5. Lead Generation Push and pull audience to your fishnet Value
5. Lead Generation Remove barriers to entry. People are lazy. Value
5. Lead Generation Tweet the titles of all articles you have written, and each URL, so your followers can find them easily. Value
5. Lead Generation Use Twitter as a way to grow your networks on other social media channels. It can be the hub of your social media wheel, with each channel a spoke. Value
5. Lead Generation Tweet 80% content your readers will find helpful and 20% self promotion. A good mix will get you farther than 100% promotion. Value
5. Lead Generation Follow people who retweet your content in order to build relationships with people who value what you share. ValueFind out who is tweeting yourlinks with Backtweetshttp://backtweets.com/
5. Lead Generation Don’t do this. People are lazy. Don’t ask people to fill out 10 fields of Value personal information.
5. Lead Generation Do this. People are lazy. Make it easy to get started. Value
5. Lead Generation Or this. People are lazy. Value
5. Lead Generation Not to many ! People are lazy. Value
Bibliography Catching the tube, Putting social media to work, Executive Briefing, December 2010, Mal online engagement, slideshare Chia - Digital Media Strategist - http://www.slideshare.net/malchia Social marketing playbook, Bryan Wiener, Jeremiah Owyang,Jeff Pulver,Gregory Galant, The Mobile Internet Report, Morgan Stanley, December 2009 Pete Cashmore, Randall Rothenberg Internet Trends, Morgan Stanley, April 2010 Social Media: Hype, Hell or Hope, Rick Mans, Global Social Media Lead at Cap Gemini The 5 components of a complete social media program, Adam Kleinberg - CEO of How organisations can harness the power of Web 2.0 Traction, November 2010 WWW 3.0, Jenny Williams IS YOUR BRAND SEXY* ENOUGH FOR SOCIAL MEDIA? Robbert faase Social: A closer look at behaviour on YouTube & Facebook, September 2010, iab The Future of Social Media, Tom Ollerton, Social Media Sharing Trends 2010, Rewind 2010 Social and digital media, www.paratuscommunications.com Twitter Crushes Facebook for Marketing, Barbara E. Hernandez ,December 2010 Social Media Communication, slideshare DEMOGRAPHICS Jan 2011, Facebook’s Ad Platform Social Business by Design, David Armano - Dachis Group Fancy Facebook Fan Pages - A Step By Step Guide Olaf Nitz Social Media for Business, PresentationAdvisors The Science of Facebook, The science of social networking. Dan Zarrella - Social Media WHAT THE F**K IS SOCIAL MEDIA NOW? Espresso- http://brandinfiltration.com/wtf Scientist Five Tips for Landing Page Optimization, Tom Wentworth facebook-inside-out, TIJS VROLIX, I’M ON FA C E B O O K NOW WHAT?!, Jesse Desjardins Key Digital Trends for 2011, December 2010, Noah Elkin - Debra Aho Williamson - David SalesTweets: How to Boost Sales via Smart Chirps, Pattie Simone Hallerman Twitter Crushes Facebook for Marketing, Barbara E. Hernandez 5 steps to exploring social media using visualthinking, Jocelyn Wallace Social CRM, How businesses can use Twitter to increase sales. Tatyana Kanzaveli Social Media and you, Dani Nordin Twitter Success Stories, How 11 companies are achieving their marketing objectives, Ann Handley, Shelley Ryan, Allen Weiss, MARKETINGPROFS LLC N2 Social media HUB 101, What is social media really about?, Riku Vassinen Using Linkedin for business, P. Jay Massey Social CRM: Connecting Online Communities with CRM, Jamie Grenney, Ryan Ellis, Mark Mashable’s twitter guide book Brundage The twitter book, Tim O’Reilly – Sarah Milstein Search + Social:How to Get More from Your Organic Marketing, Rand Fishkin, CEO + Co- Twitter for business, Laura Fitton founder SEOmoz, December 2010 140 twitter marketing tips, David Spinks How to use linkedin for promoting your business, Robin Goel Social Business Forecast: 2011 The Year of Integration, December 2010, Jeremiah Owyang Linkedin Extras for SlideShare Pro Users - Industry Analyst Guy Kawasaki’s 10 ways to use Linkedin The Future of Social Media, Graeme Wood THEME DEVELOPMENT, an introduction to the basics of theming with WordPress, Thad Digital Strangelove (or How I Learned To Stop Worrying & Love The Internet), Allender Starting a blog, Dr. Corinne Weisgerber The Social Graph Call, Wedbush Securities, November 2010, 10 ways to a killer blog, Robert and Maryam Scoble NAVIGUER DANS LE CHAOS, UNE ÉTUDE SUR LES MÉDIAS SOCIAUX, LUC-ANDRÉ CORMIER How to Build a Blog, Mark James Normand Social Media @ FORD, Scott Monty, November 2010 IS3241 Enterprise Social Systems, Technology Presentation, GameCheck Slideshare Zeitgeist 2010, creative commons.org How the Fortune 500 Use Social Media to Grow Sales and Revenue, Jamie Turner Channeling your inner youtube, Brad Richardson Fashion and Digital Trends, Tom Ollerton How to create viral videos?m,November 2010, Tim Ho Social Media in Four Minutes (or less), Tom Ollerton http://technmarketing.com/web/top-6-ways-to-benefit-from-twitter/ http://technmarketing.com/web/ten-things-you-must-know-before-using-twitter/ Social Networking Past, Present, Future, Mark Suster http://technmarketing.com/web/top-5-reasons-to-tweet/ Designing for interaction, Interfaces for socializing, Daniel Burka How to Pick Up Followers on Twitter, Guy Kawasaki New business opportunities in retail, Hege Tenno What is social media one year later, Espresso- http://brandinfiltration.com OUT OF THE FISHBOWL, Marta Kagan Managing Director US | Espresso, Illusions of Empowerment, Re-interpreting the Social Media Dream, Corinne Weisgerber
If you were interested in this presentation,you may be interested in this one as well…
Author: Jean-François MESSIER Global New Technologies Director at Mercuri International Email: email@example.comPhoto CreditAll photos in this presentation were purchased on iStockPhoto.com.All logos or brand references are the copyright of their respective owners.Slides from this document may not be repurposed without express written consent. Send permission requests firstname.lastname@example.org