Public/Private Social Media
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Covering the basics of the top social media platforms for this particular audience; discussing privacy issues and how to lock your account down (if you want to do that); and then the evolution of social media customer service.
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Public/Private Social Media
- 1. Owning Your Social Networks
- 2. Social Media – Platforms, functions and relevancy Privacy – Concerns, Issues and Personal Settings Connecting – Finding and Engaging Customers
- 6. King of social… »App on 3 of every 4 smartphones »More than 1 billion users »Nearly half visit daily How are businesses using it best? »Pay-to-play environment today »Paid ads through Facebook reach 91% of intended audience »Ads drive likes to company page
- 8. Pros… »It’s HUGE »2nd most visited site »Great for raising awareness of charitable causes/campaigns »Growing elderly population Cons… »Not so great for biz or gov agencies with small ad budget »Purchased ads don’t always translate to genuine quality connections »Growth is slowing down – especially youth
- 9. A beast of a different nature… »More professional / less conversational »300+ million users »Used for research, networking, recruiting, peer collaboration… How are businesses using it best? »Telling the story of who you are by… »Highlighting your corporate culture / values / community impact »Using visually interesting graphics and relevant articles
- 11. Pros… »Longer shelf life for content »Easy to manage postings/measurement »Growing rapidly! Cons… »Less engagement / conversation »Hard to know who’s following you »Kind of boring…
- 12. Rapid-Fire Social… »5,700 tweets/second »Very fast output & consumption »Heavy on the #Hashtags How are businesses using it best? »Driving traffic to Website »Connect with mobile audience with personality »#Hashtag promotions
- 16. Pros… »All tweets are public (we’ll get to that) »Easy to post »Massive potential audience Cons… »Very busy platform »Limiting message space (140 characters) »Not everyone can use “Promoted Tweets”
- 19. 59% Don’t believe it’s possible 37% Do believe it’s possible Pew Internet Research, Nov. 2013
- 20. Biggest threats/concerns of online and social media privacy 1. Stolen Identity 2. Computer/Mobile Device Stolen or Social Account Hacked 3. Inadvertently Letting Stalkers Find You 4. Letting Burglars Know Your Whereabouts 5. Overconfidence
- 21. 21% - email/social profiles hacked 12% - stalked or harassed 11% - personal info stolen 6% - scammed out of $$$ 4% - physical danger 1% - Stupid Pew Internet Research, Nov. 2013
- 22. 3 Areas: Privacy Tab, Profile Settings, Photos 25% of adults don’t bother with privacy settings 60% of teen users keep profiles private
- 23. Profile Settings
- 24. Profile Settings
- 25. Facebook Photos Note: Your profile and cover photos are always public. And people can still share your pics if you tag them. To edit the privacy settings for photo albums you've posted: 1. Go to your profile and click Photos. 2. Click Albums. 3. Use the audience selector tool under each album to control who can see your album.
- 26. Public or Protected Tweets Default setting is for public consumption, but you can lock it down easily. What happens if you protect your tweets? • People must request to follow you • Tweets only visible to approved users • Other users won’t be able to RT you • Tweets don’t appear in Google search
- 27. Protected Tweets – How to do it
- 29. Blocking Users – So Easy
- 31. Do these things (I do): 1. Change password every 3 months 2. Never use same password on other accounts 3. 10 or more characters – the crazier the better! 4. Use 2-step verification
- 32. The trend now….ephemeral/anonymous social media
- 33. 1. Facebook – more than 1 billion 2. YouTube – a lot less than that 3. Google+ – passed Twitter last year 4. Twitter – you get the point 5. LinkedIn – don’t forget this one
- 34. • U.S. Consumers spend 37% of their time on social media • 57% of marketers use social media ads • Email blasts and social media are incorporated Source: SocialMediaExaminer.com Feb. 17, 2014
- 35. “Customers want, expect and are prepared to reward great social media customer service.” - American Express Study 2013
- 37. 1. Quick Response to their problems - it’s more important to social media customers that you be fast than that you be correct 2. Care and honesty 3. Help where they are
- 38. • Only younger generations use social media 73% of adults use social media • You can’t measure ROI 77% surveyed would put money into businesses using social media • Social media is a fad Legwarmers were a fad. 9 of 10 small biz use social media. • Lose brand control It hinges on your comfort level
- 39. 1. Talk about your social media policy 2. Talk about the future of connecting with customers 3. Connect with customers
- 40. Snapchat/Ephemeral Platforms… »Photo/Video sharing sites where posts disappear after 10 seconds »Wildly popular with teens »Brands seeing huge exclusive promotion potential w/ consumers Instagram/Photo-Video Sharing… »Instagram, Pheed & Vine appeal to short attention spans »55 million Instagram posts/day »These sites seeing a rapid rise among Millennials
- 41. Questions?
Editor's Notes
- Tell me about your biggest concerns when talking with your customers…..who are they? What are you hearing? What are the pain points where you try to help?
- When I was asked to speak here I immediately wanted to hug you all….I want to give you some perspective about where I’m coming from…..
- Today’s info will be a mix of personal and business-related information for you to think about personally and professionally back at the office. In doing research for today’s talk….I found that your demographics for your customers and your staff tend to gravitate toward these three platforms…..while there are others, Pinterest, Instagram, Vine, YouTube, Vimeo…..I decided to stick with these…but if you have questions or want to talk about other platforms, please yell it out and we will go through them.
- What are your privacy concerns on social media? Do you believe it’s possible to be anonymous online?
- Even if you’ve locked your accounts….there’s still a problem….Third-party apps you have attached to your social media accounts don’t have these privacy settings.
- incorporate your fans’ enthusiasm for your brand into your email content.
- Volume is turned up both ways….positive and negative. Way beyond what the traditional word-of-mouth can do.
- American Express social media customer service study found that 70% of social media users were looking for a quick response…they didn’t care if it was initially the right answer. Consumers/members are looking for care and honesty. “I hear you..” “I’m sorry…” you can deflate so many problems with care and emphathy. If a member complains on Facebook…respond on Facebook.. Twitter…the same…on and on.
- Set clearly defined business goals for ROI, new members, increase web traffic to promotional pages,
- What would I do when I get back to work? I’d start a conversation about what’s our policy, how are we going to connect with customers in the future?
- This is where you customer base will be gravitating to more and more.