1.
TOPSOCIAL MEDIA TRENDS
THAT WILL TRANSFORM YOUR BUSINESS?
2016
SOCIAL CUSTOMER SERVICE WILL
HAVE TRANSFORMATIVE POWERS
SOCIAL CUSTOMER SERVICE WILL HAVE
TRANSFORMATIVE POWERS
If you want to provide obsessive customer support,
you need to get your team onboard. Here’s how!
Social media has shifted how your company interacts and
engages with prospective buyers and customers. It's taken a
passive relationship marketing approach and put it on
steroids.
Set up processes. Plan and put the process in motion ahead of time.
Make sure everyone is empowered to make decisions and knows
when to involve other departments.
Use practical examples to build the case for social customer service.
Share real-life examples of positive customer resolutions in social
channels. This will work as visual support that social customer service
can and does have an impact.
Be where your customers are. To reach your customers and interact
with them on a personal level, you need to spend time in the same
space as your customers.
Find opportunities to surprise and delight your customers. This
includes humanizing your company and brand. Quit trying to speak at
your customers and instead speak with them. Make your brand
relatable and approachable.
78% OF CUSTOMERS HAVE BAILED ON A TRANSACTION
OR COMPANY BECAUSE OF POOR CUSTOMER SERVICE,
AND NOT BECAUSE THEY WERE UNHAPPY WITH THE
ACTUAL PRODUCT OR SERVICE THE COMPANY OFFERED.
(SOURCE: AMERICAN EXPRESS)
78%
4
5
6
EMPLOYEE ADVOCACY IS
THE NEW NORM
VIDEO CONTINUES TO TAKE
THE SOCIAL WORLD BY STORM
BUSINESSES (FINALLY) GET
SMART WITH INFLUENCER
MARKETING
COMPANIES LEARN HOW TO
SHOW, NOT TELL
MOBILE IS NO LONGER AN
OPTION, IT’S A NECESSITY TO
SURVIVE
Did you know: your employees have 10 times more
followers than your company and 8 times the engagement
you do. (via Cisco)
From Periscope to Blab, Facebook Live and YouTube, 2015
was a huge year for video marketing. But watch out, 2016 is
ready to blow that rapid growth out of the water.
If you want to market through a group of eager promoters,
you need to tap into your brand ambassadors or company
influencers.
Want to gain the attention of your audience in 2016? You need
to get visual!
3.65 billion mobile users access the internet and social media
via smartphones. That’s one whopping reason to hop on (and
stay on) the mobile marketing train. (via We Are Social)
Whether your employees are overly active on
social media or not, 2016 is the year for advocacy.
Here’s how to tap into their loyalty.
How to use video and repurpose for a lifetime of
evergreen content:
Where and how can you get started?
What we know - posts with graphics are getting
more attention, traction and engagement than
those without.
Be clear on the guidelines
Let them know what would constitute a violation
Share social media best practices
Give examples of what they can and cannot say
Search through Google Analytics for high-trafficked posts
Create 5-6 bullet points from each post
Record a short Periscope with one point (a how-to or tip)
Schedule a 60 minute Blab and use that content to write a blog post,
craft a few quick tweets or create shareable and branded visuals.
An estimated 84% of communications will be visual by 2018. (via Inc)
Posts that include images produce 650 percent higher engagement
than text-only posts. (via Inc)
Tweets with embedded images get 18% more clicks, 150% more
retweets, and 89% more favorites. (via Buffer)
Adding a photo URL to your tweet can boost retweets by 35%. (via
BuerApp)
95% of B2B buyers prefer short bite-sized content (via Demand Gen)
Adding a compelling visual or graphic to a post can generate up to
94% more views than plain text.
Size your posts according the exact specifications for each social
network.
Add context to your content. It's no longer enough to throw a piece of
content out across social media. If you want to grab the attention of a
fast moving mobile market, you need to get visual. Visual marketing
has social media superpowers. Put them to work in your 2016
strategy.
Create short form, snackable content to improve readability and
engagement.
Use a call to action - always. Don't assume your mobile readers know
what next step to take. Be clear and concise when asking them to
click, like, share, retweet or comment.
Begin by identifying your top 20 supporters. Use tools like Social
Mention (http://www.socialmention.com/) and Commun.it
(http://commun.it/) to see who's tweeting and sharing your content.
Now get active with them on social media. Share their content,
respond, interact and build rapport.
Start putting together your outreach campaign.
Add all potential ambassadors to a new email list.
Create copy for your first touchpoint. Get it started with a welcome
and explanation:
Create a welcome video
Put together your landing page and opt-in for those interested (you
need to gather name and address to send them some swag)
Write 2-3 additional emails as follow up
Create a Facebook group to easily share news with your
ambassadors
Any way you look at it, video is the content gift that keeps on giving!
This is only the tip of the iceberg. Let your heart and creativity be
your guide!
Stop talking at your social media audience and include them in the
conversation with vibrant, fun, entertaining and always engaging
visual content!
PEOPLE ARE NOW WATCHING AN AVERAGE
OF 5 HOURS, 31 MINUTES WORTH OF
VIDEO EVERY DAY. WOW! (VIA EMARKETER)
Here's how to make your social media posts
mobile friendly:
2
3
www.postplanner.com
FIND PLAN POST
5h
31m
2015
1
What are the