1. Increasing Customer Loyalty with Social Media
Jackie Reau, Game Day Communications

2. Introductions

4. Why are Customers Loyal to Your Business?

5. Why?

6. Why?

7. Why?

8. How does your business define loyalty?

9. Conduct an audit with 30 Customer Segments

10. Develop an action plan for each client.

11. Making a Personal Connection with Customers using Social Media.

12. Conduct a Client Relationship Audit

13. Results of a Client Relationship Audit

14. Results of a Client Relationship Audit

15. Results of a Client Relationship Audit

16. Don’t Forget about Internal Audiences.

17. Employees, Board Members, Vendors.

18. General Social Media Questions?

19. Who is Your Audience and What Do They Do with their Time?

20. “Marketingto the Facebook Generation”
Media Consumption Study for a local college
Objective
To complete a media consumption study for local college to better
understand how high school students and their families use media to make
college decisions. The study was conducted by Game Day Communications.
Initiatives
•Benchmarking research among U.S. colleges and media consumption
habits
•One-on-one interviews with local high school students and parents as well
as local high school guidance counselors
•e-survey to prospective college students and current freshmen (400+)
•Two focus groups with prospective students and their parents in separate
groups

21. “Making Connections: A Consumer Research Study”
Executive Summary
Four Focal Points of Interest
To lead group discussions and to ascertain consumer insights,
both the focus groups and e-survey were focused on the
following areas:
1.Consumer Profile: Lifestyle & Entertainment
2.Motivation to Purchase Subscriptions/Single Tickets
3.Customer Service, Pricing and the Overall Theatre Experience
4.Media Consumption and Word of Mouth Marketing

22. Media Consumption and Word of Mouth Marketing
Single Ticket Purchaser Snapshot
•More than 60% of single ticket buyers see the (client) ad on TV while 58%
learn of upcoming shows via e-mail.
•Radio stations with the most listenership: WARM 98, 700 WLW and Q102
•TV viewership is about even (in order): WCPO (82%), LOCAL 12 (80%),
WLWT (78%) and FOX 19 (63%)
• Cable TV station viewership: ESPN, Food, ABC Family, HGTV,
History with 62% subscribing to Time Warner Cable/Insight Cable.
•Fifty-seven (57%) do not receive the Cincinnati Enquirer at home and 33%
never read the print version. Twenty-five (25%) do read the paper each day.
Cincinnati.com is the most visited website among the group (44%).
•And 72% of the group is using Facebook regularly followed by Linkedin
(23%).

23. Social Engaged Adults are More Likely to Attend Live Theatre
•A dynamic social media plan with contesting, content and share-sexy visuals
may increase consumer engagement.
•Source: Pew Center Research, 2011

24. Using Social Media to Engage and Create Loyalty.

25. Who will be the social voice for your company?

26. Facebook: Personal vs. Corporate Sharing/Branding

27. Facebook Insights

28. Corporate Branding: Halo Effect with Experts

29. Check-in Options offer Engagement Opportunities

30. Reports offer analytics and customer information.

31. Shareable, Resourceful Content

32. First Financial Notepad Challenge:
Three new opportunities your company can use
social media to create loyalty among audiences

33. Social Media as a Customer Service Tool.

34. Encourage Twitter for Customer Service Interaction

35. Monitor Social Media Conversations for
Customer Service Issues #Taxes

36. Change the vibe with social media.

37. Managing Social Media.

38. Management Tools: SproutSocial.com

39. Social Media Plan and Editorial Schedule

40. Google Alerts

41. Social Media and Interaction.

43. http://www.dailymotion.com/video/xvn32w_gamification-from-loyalty-programs-to-brand-engagement_news

44. Personalization of Content for Engagement

45. Social Couponing

46. Social Couponing

47. Questions?
Jackie Reau
Game Day Communications
jreau@gamedaypr.com
Twitter: @gamedayjreau
Linkedin: @jackiereau
Facebook: @jackiereau
700 West Pete Rose Way
Cincinnati, Ohio 45203
(513) 929-4263