Social media: A Strategic Business Imperative / SOHL 2017
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Social Media: A Strategic Business Imperative to Drive Revenue, Market Share, Growth, Engagement, and Your Online Brand. This talk was given by Monique Ramsey of Cosmetic Social Media to the San Diego Organization of Healthcare Leaders (SOHL) on March 27, 2017.
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Social media: A Strategic Business Imperative / SOHL 2017
- 1. www.csm.buzz * @MoniqueRamsey * #LetsGrow Welcome Social Media: A Strategic Business Imperative to Drive Revenue, Market Share, Growth, Engagement, and Your Online Brand
- 2. WELCOME TO A NEW ERA of marketing and service in which your brand is defined BY THOSE WHO EXPERIENCE IT. ~ @BrianSolis
- 3. millennial madness (born 1977-1995) 80 million millennials they use social media DAILY Win with them = win with every age group Likely to outspend Boomers in 2017 sources: GEN HQ, Forbes fastest-growing, most diverse generation of consumers
- 4. millennial madness (born 1977-1995) source: genhq.com fail to adapt at your own peril - they move on Millennials prefer to communicate in this order: •Text; IM apps such as WhatsApp are used more than texting •Email, subject line most important •Social media •Phone call •In-person
- 5. millennial madness (born 1977-1995) source: adweek www.csm.buzz * @MoniqueRamsey * #LetsGrow
- 7. 10x content Content people want to share is: • funny • powerful • interesting • newsworthy • unique Personalize the experience whenever and wherever you can. Tell a story that people can relate to. Teach your audience something. www.csm.buzz * @MoniqueRamsey * #LetsGrow
- 8. video BoomerangFacebook live #GoLive - Twitter - Periscope Adobe Spark Video Instagram Stories 85% of videos on Facebook are watched without sound so use subtitles! Viewers spend 3x more time watching live videos than videos that aren’t broadcasting in real time. Lumyer Ripl
- 9. 10x content
- 10. Send people to another of your social sites Higher post visibility (video beats out every other kind of post in terms of engagement) Promote your own special in a way that is not overly promotional Relevant message (season of Valentine's Day is coming up so people want to get in the mood)
- 14. • Use hashtags to get found & increase engagement by 20% • Trending topics – but beware (relevant) • Size your photos • Use humor & emotion • Use a dashboard • identify power user • track trends • metrics
- 15. paid content pay to play is the new reality in social www.csm.buzz * @MoniqueRamsey * #LetsGrow (but… that’s always been true in traditional media)
- 16. one last thought on content
- 17. “Customers won’t be ignored. The last ten years have been about social media. The next 20 will be about customer service.” ~ Peter Shankman HARO Founder, Author
- 18. building relationships Social Media = Customer Service www.csm.buzz * @MoniqueRamsey * #LetsGrow
- 19. “Soon, brands might not bother having a website at all, and conduct all their customer relations through social media.” CHATBOTS • self-service • prefer technology (vs people) • fast • efficient • brief 33% prefer social media over a phone call for customer support* *source: Forbes Social Media = Customer Service
- 21. Fast Response • The new “norm” • Medicine is no exception • Expectation 30 minutes • Facebook rewards those who respond quickly with a “Very responsive to messages” badge • you must have achieved both of the following over the last 7 days: • A response rate of 90% • A median response time of 5 minutes
- 22. data
- 23. Billions of conversations. Are you listening? How & when do you respond? And who responds?! Yooo Hooo?!
- 24. Need Social Intelligence She’s the best doctor! Arrogant! Don’t go! 5 stars! Waited too long. EEEW~ exam room a mess Great doctor and staff! #IMCAS * www.csm.buzz * @MoniqueRamsey * #LetsGrow
- 25. Dashboards
- 26. Free Tools* • Google Alerts • Hootsuite • Social Mention • BuzzSumo • icerocket • Sprout Social *some are free trials and/or have paid versions
- 27. YOU NEED A COMPREHENSIVE TOOL NUVI** Hubspot Marketo Brandwatch Hootsuite ViralHeat SEMrush
- 28. The Basics • tracking social media & general web mentions • sentiment • hashtags • opinions • trends • alerts • key influencers
- 30. data case study month 1 total 7,515,061 month 2 total 8,856,808 month 3 total 12,673,629 month 4 total 7,474,353 www.csm.buzz * @MoniqueRamsey * #LetsGrow
- 31. Live feed of mentions zero in and act
- 33. you don’t know what you don’t know.
- 35. Do you trust your brand voice to her?
- 36. • excellent knowledge of industry • superior communication • branding • connecting #passion
- 37. you do you
- 39. =
- 40. Monique Ramsey www.moniquenoel.me www.csm.buzz www.csm.buzz * @MoniqueRamsey * #LetsGrow
Editor's Notes
- Key Trends 2015: Social = <3 of consumer behavior // conversation tools & customer service pathways // Less spam & more delight // Relevant content & remarkable content // Expect to pay to promote posts $$ but be selective & test
- Key Trends 2015: Social = <3 of consumer behavior // conversation tools & customer service pathways // Less spam & more delight // Relevant content & remarkable content // Expect to pay to promote posts $$ but be selective & test
- Key Trends 2015: Social = <3 of consumer behavior // conversation tools & customer service pathways // Less spam & more delight // Relevant content & remarkable content // Expect to pay to promote posts $$ but be selective & test
- Key Trends 2015: Social = <3 of consumer behavior // conversation tools & customer service pathways // Less spam & more delight // Relevant content & remarkable content // Expect to pay to promote posts $$ but be selective & test
- Key Trends 2015: Social = <3 of consumer behavior // conversation tools & customer service pathways // Less spam & more delight // Relevant content & remarkable content // Expect to pay to promote posts $$ but be selective & test
- Key Trends 2015: Social = <3 of consumer behavior // conversation tools & customer service pathways // Less spam & more delight // Relevant content & remarkable content // Expect to pay to promote posts $$ but be selective & test
- Key Trends 2015: Social = <3 of consumer behavior // conversation tools & customer service pathways // Less spam & more delight // Relevant content & remarkable content // Expect to pay to promote posts $$ but be selective & test
- Fast forward 20 years… and her career was not quite as fun and exciting as it was 20 years earlier. The stress was wearing her down and definitely making that smile less and less apparent. She yearned for something new. Something that would bring back the sparkle.