presentation at Optsum Conference in Glendale AZ

1. 09/13/2011 Listen to Your Customers & They Will Listen To YouPresented by Shashi Bellamkonda OPTSUM New Media Optimization Summits Phoenix 2011

2. Hashtag #optsum 2

3. The Basics Will Never Change Your Objective:Win Favor from the Public Goals: Build awareness Create identity Enhance Image Engage with customers Inform public Accuracy during crisis

4. But Tools Change All the Time http://www.cartoonstock.com/newscartoons/cartoonists/mly/lowres/mlyn598l.jpg

5. Definition of Social Media Social media is that which allows anybody to communicate with everybody. Jim Sterne,Web metrics guru & Author of Social Media Metrics Key components : Easy, User generated, shared, multi-media, two-way or multi-directional conversation, online or mobile New media, Web 2.0, Social media 5

6. Evolution of New Media 6

7. Fortune 500 Use of Social Media Source: http://www.sfgate.com/cgi-bin/article.cgi?f=/g/a/2011/01/20/prweb4987944.DTL#ixzz1W0kaqN2L

8. Characteristics of a Web 2.0 World 2 way communication New Opportunities to build community (events) New channels Share and spread content more visibility Personality and human face

9. Anatomy of Web 2.0 Content 1 Tags & Categories : Classify your content RSS: Get content in your RSS reader Share your content on other social networks Content others readers liked

10. Anatomy of Web 2.0 Content 2 Related posts to the current post Comments from readers Networks where this post been shared

11. Real-time Collaborative Content 11

12. Strangers shape your brand reputation Word of Mouth has become Word of Mouse 12

13. New Media Perspective Source: http://news.cnet.com/8301-13577_3-10185477-36.html#ixzz1AGSlAIgg http://marketingwhitepapers.s3.amazonaws.com/SocialMediaMarketingReport2010.pdf http://www.briansolis.com/2010/02/time-spent-on-social-networks-up-82-around-the-wrold/ 13

14. B2B Perspective 14 Andrew Mcafee author of Enterprise 2.0

15. Are you in the Web 2.0 World yet ?

16. Your Social State Check List

17. Set Your Objectives Make your customers happy Fascinate them Comedy works 17 http://www.youtube.com/watch?v=MSqXKp-00hM

18. Make your actions spreadable 18

19. Network Solutions Go_Granny Campaign 19

20. Does your product wow people to tattoo your brand 20 http://www.flickr.com/photos/flanman/3488525512/sizes/m/in/photostream/

21. This Company Made Blenders Interesting

22. Your Customer Connection plan 22

23. Becky Carroll @bcarroll7 – The Hidden Power of Your Customers 23

24. Becky’s 4 Principles of Customer Marketing Relevant Marketing Orchestrated Customer Experience Customer Focused Culture Killer Customer Service http://customersrock.net/the-hidden-power-of-your-customers/

25. Customer Experiences Will be Shared You control Make their experience positive to create passion and excited sharing Create circumstances for negative to spread virally What Customer’s want? Product or services that meet or excced their need Ability to find the product easily A channel for feedback - Brian Solis @briansolis in The Hidden Power of your customers 25

26. Customer talk anywhere 26

27. Listening Tools - Discussion Who is talking What are they talking Where are they talking 27

28. Dashboard View 28

29. 29 http://hy.ly contact mg@hy.ly

30. 30

31. Exercise - Brand Monitoring Choose a keyword or a brand Use Google Blog Search to find results Classify the top 20 results +tive, -negative neutral in % 31

32. Content Calendar 32

33. Content Tools 33

34. Content Curation Tools Summify Sportify Xydo Trove Paper.li News.me Google® News 34

35. Incentives for Customers Display Signs People on Yelp Love us We have 4 star reviews on TripAdvisor Emails to Customers Satisfaction Survey Badges Handwritten “Thank you” note 35

36. Review Life Cycle Reminder about reviewing Easy to add a review Thanks and congratulations on publishing the review Widgets for the customers to place on their website Comments or scores on review Rewarding top reviewers 36

37. Don’t Reward Wrong Behavior Trolls Chronic issues – Fix them or phone them Let community come to your defense 37

38. Developing Customer Advocates Create a Social Advisory Board Make it easy for referrals Thank people for referrals Ambassador kits

39. Community Advocates Senders vs Spenders Participation Event sponsorship Grassroots offline events Guest posts Interviews

40. Customer Reward and Ambassador Plan Your own company or a imaginary company Create a 5 point plan Rewarding customers to review you Creating ambassadors from customers who are raving fans 40

41. Crisis Plan Monitoring Alerts Crisis Team Crisis Content Tool Corporate Blog, Status Blog, Website, Forums, Social updates Response time Fast Track Review Process Close out the incident with recap Pick up the Phone 41

42. Make Your Whole Organization Social Every outward facing position can help you Existing communications campaign performance can improve with social media integration Communications can be faster with social platforms Enhance your recruiting efforts 42

43. Developing Internal Advocates Social Media Committee Social Media Center for Excellence Training Brown Bag Lunches with outside experts Encourage attending offline events and usergroups Employee Customer Service Stories

44. Rules of Engagement 44 Link to latest post : http://b.shashi.co/rli6XH

45. Outreach Tools Identifying influencers Klout/Peerindex Email Outreach Twitter® outreach Press Release Social Media Release Contests 45

46. Social Media Policies 46

47. Acq. Customers Social Offer Feed Special Social Media only offers Preview products to Social Media only Social Referrals Make offers shareable 47

48. Metrics Set Goals Benchmark Audit and report periodically 48

49. Metrics Number of mentions Reviews Sentiment Filtered by Category/ Tags Engagement Retention or Sale Traffic back to website URL Shorteners Landing codes/ ids Inbound links Blog mentions 49

50. Case Studies 50

51. Network Solutions Face of the Customer Voice of the Customer Intranet Social Media feed Visits to Call Center 51

52. Never Used AComputer – Yet His Brand Exists Online 52

53. Pizza Tweets Can Be Made Fun

55. Everyday is a opportunity to change

56. Don’t be satisfied with past laurels