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Using social media to engage your audience

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Lara Solomon
Lara Solomon

This preso defines what social media, who is using it and how companies are using it in their organisations to engage customers.

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How To Engage Your Customers Through Social Media
Who is Lara Solomon? ,[object Object],www.MyMocks.com ,[object Object],www.BrandNewDay.com.au ,[object Object],www.SocialRabbit.net ,[object Object]
Winner of Telstra NSW Micro Business Award 2008
Finalist in Telstra Young Businesswoman Award in 2005 and 2008
Blogger for www.SmartCompany.com.auThese are Mocks – sock covers for mobile phones
TODAY ,[object Object]
What social media is• Who is using social media ,[object Object],[object Object]
How Much Time Does Australia Spend online? Source: Comscore State of the Australian Internet 2010
Where is Time Spent? Source: Comscore State of the Australian Internet 2010
What is Social Media?
Top 20 Social Networking Sites in the world…. Source: Wikipedia.com Jan 2010
Top Social Networks in Australia Source: Comscore State of the Australian Internet 2010
Demographics of users on social networking sites Source date: 16/2/10
Engagement Tips ,[object Object]
Be Honest
Build relationships
Be consistent
Have a plan
Ask questions
Make it easy for people to comment
Respond to people
Be Real ,[object Object]
Why have a Facebook Page? ,[object Object]
9 million in Australia
300+ million people on it daily
People spend on average 55 minutes a day on FacebookBenefits To communicate with customers Position yourself/business as an expert Grow a community Brand Awareness Engage with your audience Listen to your audience Drive people to your website Build relationships with your customers Increase likelihood to purchase Page appears in online searches To get feedback on products/services To tell customers about new products & services Demographic stats on people who like your page
A Facebook Page
Position Your Business as an Expert
Engage with Your Audience
Listen to Your Audience Love negative comments! Consumers saying that they haven’t received their Mocks
Stats on Fans
®
Why use Twitter 200 million registered users (February 2011) 2.5 million Australian registered users 1 Billion Tweets are sent A WEEK! 500,000 new users sign up A DAY! Benefits…. Drive people to your website/blog Communicate with customers Position yourself/business as thought leader in an area Rapidly respond to customer queries/needs/complaints Poll and get feedback Engage with your audience Grow a Community Market research Appears in online searches Networking
Twitter Usage March 2010 statistics
Twitter Usage March 2010 statistics
Some Tweeters…
Use Twitter For Research
Customer Care 25% [of customers we help via Twitter] come back and say 'thank you' afterwards says AT&T's Customer Service Social Media Director, Molly DeMaagdsource: www.businessinsider.com
Why Bother with a Blog? ,[object Object]
Companies with a business blog attract 55% more website visitors than non-blogging companies (HubSpot)
More than 43% of U.S. companies will market via a blog by 2012, up from 34% in 2010 (eMarketer),[object Object]
Blogging at Indium Blogging really engages the team internally as well as customer Indium got a 83% increase in online lead generation through blogging!!! Indium is a registered developer, manufacturer, and supplier of specialty alloys, solders, and thermal interface materials
What is LinkedIn? Professional networking site 100 million users globally 1.2 million in Australia Benefits Profile appears in online searches Communicate with other people in your field Promote yourself/business as an expert Research into companies, jobs, ideas Networking Events listing Answer questions to be seen as an expert Generate leads Ask questions of your peers Find a new role

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Using social media to engage your audience

  • 1. How To Engage Your Customers Through Social Media
  • 2.
  • 3. Winner of Telstra NSW Micro Business Award 2008
  • 4. Finalist in Telstra Young Businesswoman Award in 2005 and 2008
  • 5. Blogger for www.SmartCompany.com.auThese are Mocks – sock covers for mobile phones
  • 6.
  • 7.
  • 8. How Much Time Does Australia Spend online? Source: Comscore State of the Australian Internet 2010
  • 9. Where is Time Spent? Source: Comscore State of the Australian Internet 2010
  • 10. What is Social Media?
  • 11. Top 20 Social Networking Sites in the world…. Source: Wikipedia.com Jan 2010
  • 12. Top Social Networks in Australia Source: Comscore State of the Australian Internet 2010
  • 13. Demographics of users on social networking sites Source date: 16/2/10
  • 14.
  • 15. Be Honest
  • 16. Build relationships
  • 17. Be consistent
  • 18. Have a plan
  • 19. Ask questions
  • 20. Make it easy for people to comment
  • 21. Respond to people
  • 22.
  • 23.
  • 24. 9 million in Australia
  • 25. 300+ million people on it daily
  • 26. People spend on average 55 minutes a day on FacebookBenefits To communicate with customers Position yourself/business as an expert Grow a community Brand Awareness Engage with your audience Listen to your audience Drive people to your website Build relationships with your customers Increase likelihood to purchase Page appears in online searches To get feedback on products/services To tell customers about new products & services Demographic stats on people who like your page
  • 28. Position Your Business as an Expert
  • 29. Engage with Your Audience
  • 30. Listen to Your Audience Love negative comments! Consumers saying that they haven’t received their Mocks
  • 32. ®
  • 33. Why use Twitter 200 million registered users (February 2011) 2.5 million Australian registered users 1 Billion Tweets are sent A WEEK! 500,000 new users sign up A DAY! Benefits…. Drive people to your website/blog Communicate with customers Position yourself/business as thought leader in an area Rapidly respond to customer queries/needs/complaints Poll and get feedback Engage with your audience Grow a Community Market research Appears in online searches Networking
  • 34. Twitter Usage March 2010 statistics
  • 35. Twitter Usage March 2010 statistics
  • 37. Use Twitter For Research
  • 38. Customer Care 25% [of customers we help via Twitter] come back and say 'thank you' afterwards says AT&T's Customer Service Social Media Director, Molly DeMaagdsource: www.businessinsider.com
  • 39.
  • 40.
  • 41. Companies with a business blog attract 55% more website visitors than non-blogging companies (HubSpot)
  • 42.
  • 43. Blogging at Indium Blogging really engages the team internally as well as customer Indium got a 83% increase in online lead generation through blogging!!! Indium is a registered developer, manufacturer, and supplier of specialty alloys, solders, and thermal interface materials
  • 44.
  • 45. What is LinkedIn? Professional networking site 100 million users globally 1.2 million in Australia Benefits Profile appears in online searches Communicate with other people in your field Promote yourself/business as an expert Research into companies, jobs, ideas Networking Events listing Answer questions to be seen as an expert Generate leads Ask questions of your peers Find a new role
  • 46. Who’s on LinkedIn? 1.2m Australians
  • 47. What is happening on LinkedIn? Source: http://blog.hubspot.com/blog/tabid/6307/bid/6147/LinkedIn-by-the-Numbers-Infographic.aspx
  • 53.
  • 54. Online Video Source: Comscore State of the Australian Internet 2010
  • 55. Cisco Do a Great Job http://www.youtube.com/watch?v=5T6Mw8hsHRg
  • 56. Create Your Own YouTube Channel
  • 58. Why YouTube? People want to be entertained!
  • 59.
  • 60. Social media training
  • 61. Social media implementationSTEPS – Online Facebook training software www.StepsLearning.com http://au.linkedin.com/in/LaraSolomon www.Facebook.com/SocialRabbit www.Twitter.com/LaRoo www.YouTube.com/user/TheSocialRabbit 45