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NYPL Presentation
The document outlines 15 strategies for making an organization more social media-savvy and likeable. The strategies include listening to customers, thinking like customers, compelling customers to be fans, responding quickly to comments both good and bad, being authentic, providing value for free, sharing stories, inspiring customer story sharing, integrating social media into the customer experience, using Facebook ads effectively, admitting and learning from mistakes, consistently delivering excitement and surprises, and focusing on making it easy for customers to buy rather than directly selling to them. The overall message is to listen to customers, be transparent, respond to all feedback, and just strive to be likeable on social media.
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NYPL Presentation
- 1. 15 Strategies toMake Your Organization More Presented to NYPL (August 1, 2011) by: @DaveKerpen, CEO, @LikeableMedia Author of @likeablebook
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- 3. Warnings about SocialMedia Social media is not free. Social media will not bring you instant results. Social media cannot make up for a bad product or service.
- 4. Like is theNew Link
- 5. It’s Not AboutYou…
- 6. Likeable Social Media: How to Delight Your Customers, Create an Irresistible Brand, and Be Generally Amazing on (& other social networks) 15 ways…
- 7. 1. listen firstand never stop listening
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- 9. 2. think –and act – like your customer
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- 12. 3. compel yourcustomers to be your first fans
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- 15. 4. respond quicklyto all bad comments
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- 19. 5. respond togood comments too
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- 21. online influencers… thenew celebrities?
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- 24. 7. should youask a lot of questions?
- 25. 1. Pose aquestion or challenge directly to fans 2. Ask fans to “like” it 3. Announce winners of a Facebook-hosted contest or sweepstakes 4. Include “everything else” – all remaining status updates that didn’t fit any of the above categories in a recent study, Likeable Media looked at status updates that…
- 26. • In100% of cases, engagement rates for posts that asked fans to “‘Like’ this” were up to 5.5 times (on average 2.7x) higher than those for “other updates”.* • In 9 out of 10 cases, status updates that posed a question directly to fans were 2-6 times as engaging as “other updates”. Likeable Media found the following…
- 27. 8. provide value(yes, for free!)
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- 29. 9. share stories(they’re your social currency)
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- 31. 10. inspire yourcustomers to share stories
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- 33. 11. integrate facebookinto the entire customer experience
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- 35. 12. use facebookads for greater impact
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- 40. 13. admit whenyou screw up then leverage your mistakes
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- 42. 14. consistently deliverexcitement, surprise, & delight
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- 45. 15. don’t sell!just make it easy & compelling for customers to buy
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- 47. Listen Up! BeTransparent! Respond to Everyone! Just Be Likeable! if 15 rules is too much to remember…
- 48. Thank You/ GrandPrize/ I Love Feedback likeable.com likeablebook.com Engage with me @DaveKerpen on Twitter Ask us questions @ Facebook.com/LikeableMedia Or, email me anytime dave@likeable.com