Social media trends in 2017 included less room for ads and lower reach on platforms like Facebook. However, using visual content on Instagram and video on Facebook can still be effective ways to engage audiences. Marketers are advised to create inspiring, human content and manage customer expectations to improve experiences. New technologies like chat bots and messenger platforms also provide opportunities for businesses to connect directly with customers.

1. Social media trends
2017
Mel Kettle

2. We are pioneers

3. That algorithm…
source: Shutterstock

4. Source: SMMW17

5. The impact
• Less room for ads
• Lower reach
Less visibility
Less traffic
Fewer leads
Fewer sales

6. 5,700 marketers said…
Source: SMMW17

7. BUT use of Facebook
Source: SMMW17

8. So what do you do???

9. Our attention span is
shorter than that of a
goldfish

10. Instagram

11. Use visuals

13. Chewbacca
Mom, Candace
Payne
• 167m views
• 3.3m shares
• appearances on James
Cordon, GMA
• speaking opportunities
• a Candace Chewbacca
doll
Use video

14. be inspiring

16. Trends
image: Shutterstock

19. Be more human.
In every engagement and comment.
Mark W. Schaefer

22. Social customer service is a
customer spectator sport
Jay Baer

23. Across a wide range of
industries, a 5% improvement
in customer service will yield a
25-100% increase in profits
The Loyalty Effect

24. But better
EXPERIENCE is
Better service isn’t
unique

27. manage expectations

31. Create content where you own it

32. Chat bots

33. Messenger

35. Mel Kettle
melkettle.com
mel@melkettle.com
@melkettle