The document provides an overview of the impact of social media on customer service and marketing strategies, highlighting how platforms like Facebook and Twitter have transformed consumer interactions. It emphasizes the importance of monitoring online conversations, engaging with customers proactively, and addressing negative feedback promptly. Additionally, it suggests tools for monitoring social media activity and outlines a balanced approach to posting content, advocating for relationship-building over self-promotion.

1. Social Media Overview

5. Social Media RevolutionBy 2010 Gen Y will outnumber Baby Boomers…96% of them have joined a social networkSocial Media has overtaken porn as the #1 activity on the Web*Stats provided by socialnomics.net

6. Years to reach 50 million users: Radio (38 Years), TV (13 years), Internet (4 years), iPod (3 years)…Facebook added 100 million users in less than 9 months…iPhone hit 1 billion in 9 months% of companies using LinkedIn as primary tool to find employees…80%

7. Social Media Is…Customer ServiceConversation

8. Customer ServiceSocial media must be used as a way to improve customer service throughout your company by:Monitoring what is being said about your company onlineIf a client starts a conversation on social media about you, you want to be able to acknowledge their thoughts – especially if they’re negativeTransparency is key: if there is negative conversation about your company, you need to react to it immediately and try to fix it – Don’t pull a Tiger Woods!FoodSpotting

10. Customer ServiceSocial media must be used as a way to improve customer service throughout your company by:Monitoring what is being said about your competitors onlineIf clients are upset with your competitors performance, this is a good opportunity for you to step in and offer them what they wantDelta vs SouthwestIf clients are happy with your competitors performance, this will give you better insight on how to please your own clients“80% of Twitter usage is outside of Twitter…people update anywhere, anytime…imagine what that means for bad customer service” (socialnomics.net)

11. Conversation Monitoring ToolsTweetDeckAllows you to monitor your Facebook, LinkedIn and multiple Twitter accounts in one locationMonitterAllows you to monitor as many or as few keywords as you like at one time, in one locationTwitter SearchBasic search of twitter conversationsOnly lets you search one keyword at a time

12. TweetDeckClick to add/edit keywords

13. TweetDeckEnter keyword hereClick to monitor a specific twitter listYou can select from previous keyword searches

14. TweetDeckKeywords listed in upper left-hand of each columnMonitor your competitorsMonitor your industryScroll over to view more of your searches

15. MonitterKeyword @propertiesKeyword “jameson real estate”Keyword @jamesonreScroll over to view more keywords

16. Twitter SearchKeyword

17. ConversationSocial media is about developing relationships with your customer through conversationsIf you have a Facebook Fan Page, make sure you are responding to your fans comments and questionsIf you have a Twitter account, initiate conversations with your followersComment on one of their tweetsAsk them about their businessRespond to and acknowledge when they @ mention youIf you’re on LinkedIn, answer questions related to your industryIf all you do on social media is promote your brand, you will failRemember the 9 to 1 rule – for every 10 tweets you post, only 1 of them should be about youJust like any real-life relationship, no one wants to be friends with people who only talk or care about themselves…the same rule applies in social media“Successful companies in social media act more like Dale Carnegie and less like David Ogilvy: Listening first, selling second” (socialnomics.net)

18. Social Media ROI: Socialnomics by @equalman

19. Questions?