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Sallie Burnettsallie@customerinsightgroup.com
Agenda • Four Ways to Grow Business • Customer Buying Process • Social Media’s Influence ...
Four Ways to Grow Business© 2013 Customer Insight Group, Inc. All rights reserved. * www.customerinsightgroup.com • +1 303...
1 GET MORE CUSTOMERS© 2013 Customer Insight Group, Inc. All rights reserved. * www.custome...
2 GET CUSTOMERS TO BUY MORE OFTEN© 2013 Customer Insight Group, Inc. All rights reserved. ...
3 GET CUSTOMERS TO BUY MORE PER TRANSACTION© 2013 Customer...
4 RETAIN MORE CUSTOMERS© 2013 Customer Insight Group, Inc. All rights reserved. * www.cust...
2008: "Pepsi is #1" Тv commercial (Luke Rosin) 2008–present: "Something For Everyone" ...
2005 - Make It Real. 2006 - The Coke Side of Life (used also in the U...
What Role Does Social Media Play? Four Ways to Grow Business ...
CUSTOMER BUYING PROCESS YOUR DIGIT...
Awareness Findability Evaluation Decision Purchase Support Relationship ...
REALIZE A NEED© 2013 Customer Insight Group, Inc. All rights reserved. * www.customerinsightgroup.com • +1 303.422.9758
© 2013 Customer Insight Group, Inc. All rights reserved. * www.customerinsightgroup.com • +1 303.422.9758 ...
ASK FRIENDS© 2013 Customer Insight Group, Inc. All rights reserved. * www.customerinsightgroup.com • +1 303.422.9758
ASK FRIENDS© 2013 Customer Insight Group, Inc. All rights reserved. * www.customerinsightgroup.com • +1 303.422.9758
RESEARCH Price Types Brands Features Benefits Product Reviews ...
PURCHASE© 2013 Customer Insight Group, Inc. All rights reserved. * www.customerinsightgroup.com • +1 303.422.9758
ASK THE EXPERTS© 2013 Customer Insight Group, Inc. All rights reserved. * www.customerinsightgroup.com • +1 303.422.9758
Consumer Buying Process Awareness Findability Evaluation Decision Purc...
Social Media’s Influence on Purchase Decision E...
What sites are CONSUMERS using? ...
BRANDS WITHOUT A SOCIAL MEDIA STRATEGY FIND THEMSELVES ...
Successful brands meet the customer on their terms© 2013 Customer Insight Group, Inc. All ...
Sallie Burnett sallie@c...
Resources LinkedIn Group http://linkd.in/LinkedInDiscussion ...
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Next Generation’s Leaders Discover the World of Social Media

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This presentation gives an overview of current social media trends, a look at how businesses today are utilizing social media to grow their businesses and touch on career potential within this unique marketing niche. You will leave with a better understanding of how social media goes beyond how they typically use it as a teenage consumer, and help them understand how businesses are using social media to help further their business objectives.

Why is Social Media Important?

• Social media is here to stay. If you don’t have a strategy, it’s more than likely your competitors will have, or are planning to.
• A good strategy will, at its core, allow you to garner insight into what customers really think about your organization. It allows you to monitor and protect your reputation.
• For the costs that are involved, it’s a great “soft” marketing and communication channel. Although it’s well worth remembering that measuring any ROI against social media can be extremely difficult.
• Boosting overall online activity. Social media will help your SEO and drive visitors to your site.
• It helps your organization speak and listen. Ever tried to make people aware of something while nobody listened? Social media can help you be heard. Equally, it allows otherwise-unheard customers to strike up a two-way conversation with you.
• It makes your organization become transparent, which is a very important element in current business practice, especially online.
• It’s an educational experience. You will be able to learn from customers: what they want, where they are, etc. Equally, customers can quickly learn from you: services, products, locations, etc.
• Relationships will be built and maintained between you and your customers.
• It helps you fish where the fish are. The Internet is becoming increasingly fragmented and distributed. Social media can help you find the correct audience or customers and engage with them, instead of wasting resources in the wrong areas.

More Tips, Best Practices and Social Media Marketing Resources:

FREE Evaluation of Your Social Media: http://www.customerinsightgroup.com/do-you-make-social-media-grade

Social Media Blog: http://www.customerinsightgroup.com/marketinglibrary/

Social Media Infographics: http://www.customerinsightgroup.com/infographs

Social Media Workshops: http://www.customerinsightgroup.com/custom-social-media-workshops

Pinterest: http://pinterest.com/engagekeepgrow/

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Next Generation’s Leaders Discover the World of Social Media

  1. 1. Sallie Burnettsallie@customerinsightgroup.com
  2. 2. Agenda • Four Ways to Grow Business • Customer Buying Process • Social Media’s Influence on Purchase Decision • Brands LOCKED OUT • Q&A© 2013 Customer Insight Group, Inc. All rights reserved. * www.customerinsightgroup.com • +1 303.422.9758
  3. 3. Four Ways to Grow Business© 2013 Customer Insight Group, Inc. All rights reserved. * www.customerinsightgroup.com • +1 303.422.9758
  4. 4. 1 GET MORE CUSTOMERS© 2013 Customer Insight Group, Inc. All rights reserved. * www.customerinsightgroup.com • +1 303.422.9758
  5. 5. 2 GET CUSTOMERS TO BUY MORE OFTEN© 2013 Customer Insight Group, Inc. All rights reserved. * www.customerinsightgroup.com • +1 303.422.9758
  6. 6. 3 GET CUSTOMERS TO BUY MORE PER TRANSACTION© 2013 Customer Insight Group, Inc. All rights reserved. * www.customerinsightgroup.com • +1 303.422.9758
  7. 7. 4 RETAIN MORE CUSTOMERS© 2013 Customer Insight Group, Inc. All rights reserved. * www.customerinsightgroup.com • +1 303.422.9758
  8. 8. 2008: "Pepsi is #1" Тv commercial (Luke Rosin) 2008–present: "Something For Everyone" 2009–present: "Refresh Everything"/"Every Generation Refreshes the World" 2010–present: "Every Pepsi Refreshes The World" 2011–present "Summer Time is Pepsi Time" 2011–present "Born in the Carolinas" 2012: "Where theres Pepsi, theres music" – used for the 2012 Super Bowl commercial featuring Melanie Amaro 2012 "The Best Drink Created Worldwide"© 2013 Customer Insight Group, Inc. All rights reserved. * www.customerinsightgroup.com • +1 303.422.9758
  9. 9. 2005 - Make It Real. 2006 - The Coke Side of Life (used also in the UK) 2007 - Live on the Coke Side of Life (also used in the UK) 2008 - love it light (also used in the UK) 2009 - Open Happiness 2010 - Twist The Cap To Refreshment 2011 - Life Begins Here 2012 - Enjoy Coca Cola© 2013 Customer Insight Group, Inc. All rights reserved. * www.customerinsightgroup.com • +1 303.422.9758
  10. 10. What Role Does Social Media Play? Four Ways to Grow Business – Get more customers – Get customers to buy more often – Get customers to buy more per transaction – Retain more customer© 2013 Customer Insight Group, Inc. All rights reserved. * www.customerinsightgroup.com • +1 303.422.9758
  11. 11. CUSTOMER BUYING PROCESS YOUR DIGITAL AUDIENCE© 2013 Customer Insight Group, Inc. All rights reserved. * www.customerinsightgroup.com • +1 303.422.9758
  12. 12. Awareness Findability Evaluation Decision Purchase Support Relationship Consumer Buying Process© 2013 Customer Insight Group, Inc. All rights reserved. * www.customerinsightgroup.com • +1 303.422.9758
  13. 13. REALIZE A NEED© 2013 Customer Insight Group, Inc. All rights reserved. * www.customerinsightgroup.com • +1 303.422.9758
  14. 14. © 2013 Customer Insight Group, Inc. All rights reserved. * www.customerinsightgroup.com • +1 303.422.9758 INVESTIGATIE OPTIONS
  15. 15. ASK FRIENDS© 2013 Customer Insight Group, Inc. All rights reserved. * www.customerinsightgroup.com • +1 303.422.9758
  16. 16. ASK FRIENDS© 2013 Customer Insight Group, Inc. All rights reserved. * www.customerinsightgroup.com • +1 303.422.9758
  17. 17. RESEARCH Price Types Brands Features Benefits Product Reviews Complaints Customer Service© 2013 Customer Insight Group, Inc. All rights reserved. * www.customerinsightgroup.com • +1 303.422.9758
  18. 18. PURCHASE© 2013 Customer Insight Group, Inc. All rights reserved. * www.customerinsightgroup.com • +1 303.422.9758
  19. 19. ASK THE EXPERTS© 2013 Customer Insight Group, Inc. All rights reserved. * www.customerinsightgroup.com • +1 303.422.9758
  20. 20. Consumer Buying Process Awareness Findability Evaluation Decision Purchase Support Relationshi •Search •Keyword •Third party •Discounts •Gift options •Email p engines search product guides •Consumer •Delivery options confirmation •E-newsletter •Social search •Social media •Consumer reviews and •Channel options •FAQ •Reminder •Banner ads •Product code reviews and ratings •Payment •Order history service ratings •Service options •Order tracking •Loyalty program •Email •Product specs promise •Customer •Social media •Feature service •Friends •Friends •Personalize products opinions recommendati recommendatio •Store •Price, availabili ons ns ty, delivery info •Call to action •Product •Store locator pictures •Security guarantee •Return policy •Customer service© 2013 Customer Insight Group, Inc. All rights reserved. * www.customerinsightgroup.com • +1 303.422.9758
  21. 21. Social Media’s Influence on Purchase Decision ENGAGING YOUR DIGITAL AUDIENCE© 2013 Customer Insight Group, Inc. All rights reserved. * www.customerinsightgroup.com • +1 303.422.9758
  22. 22. What sites are CONSUMERS using? Global Study Source: IBM Institute for Business Value analysis. CRM Study 2011© 2013 Customer Insight Group, Inc. All rights reserved. * www.customerinsightgroup.com • +1 303.422.9758
  23. 23. BRANDS WITHOUT A SOCIAL MEDIA STRATEGY FIND THEMSELVES LOCKED OUT© 2013 Customer Insight Group, Inc. All rights reserved. * www.customerinsightgroup.com • +1 303.422.9758
  24. 24. Successful brands meet the customer on their terms© 2013 Customer Insight Group, Inc. All rights reserved. * www.customerinsightgroup.com • +1 303.422.9758
  25. 25. Sallie Burnett sallie@customerinsightgroup.com Twitter.com/sallieburnett LinkedIn.com/in/sallieburnett Thank You!© 2013 Customer Insight Group, Inc. All rights reserved. * www.customerinsightgroup.com • +1 303.422.9758
  26. 26. Resources LinkedIn Group http://linkd.in/LinkedInDiscussion InternetHowTo on Twitter http://twitter.com/internethowto Social Media Library http://www.customerinsightgroup.com/marketinglibrary Infographics http://www.customerinsightgroup.com/infographs Social Media Grader http://www.customerinsightgroup.com/marketinglibrary/social-media-grader How to Use Facebook for Business http://www.customerinsightgroup.com/facebook-pocket-guide© 2013 Customer Insight Group, Inc. All rights reserved. * www.customerinsightgroup.com • +1 303.422.9758

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