This document discusses how businesses can use social media to transform satisfied customers into loyal customers by providing exceptional customer service. It notes that loyal customers are far more profitable than new customers and that social media allows businesses to instantly communicate with and resolve issues for clients. The document provides tips on choosing appropriate social media networks, engaging clients, and using tools like TweetDeck to efficiently manage a multi-network social media presence. The goal is to continuously evolve a business's social media strategy to deepen relationships with customers.

1. Why a Satisfied Customer Is
Not Enough - Exceptional
Service Using
Social Media Tools
Presented by: @mariorodriguez
Strategic Partner Manager
cPanel Inc.

2. Overview of Topics to Discuss
A loyal customer will help your bottom line!
Your competition is using social media to "one up" you!
Using social media to provide exceptional service to your
clients/prospects
Your plan of action for building your presence onto social
media, where to start
The tools to organize your social media action plan
You're everywhere now, what next?

3. Two Types of Customers
Satisfied Customer = Loyal Customer = Forever
Temporary
1. Repeat sales likely? 1. Not so price conscious.
2. Do you really know them? 2. You exceed their needs.
3. Tell others about you? 3. Constant praise for you.
4. Defend your business? 4. Likely to be an advocate.
5. Provide input? 5. Invaluable feedback you
need.
More than likely the answers
to the above questions are .. To name a few of the
no! benefits of nurturing a loyal
:| customer..

4. Customer Service Statistics
How much profit is there to gain from selling to a new
customer? 5% to 20% if that, whereas the profit to an existing
loyal customer is potentially 30% - 45% (source Marketing
Metrics)
A 10% improvement in customer loyalty results in a 30% value
increase of your company (source Bain & Co.)
A 5% increase in customer retentions can increase business
profit levels by 25% to 125% (source Gartner Group)

5. Why your business needs Social Media?
Your competition is already on or planning a strategy to
make this happen. Will you wait for them to be first?
Your clients are actively participating on these various
social media networks right now
That ratio of 1 unhappy customer tells 20, was written
before social media, the average person on facebook has
over 200 friends they are connected to
Instantaneous communications between you and your
clients/prospects
Quickly diffuse any situation that might arise by being a
part of these various social media networks

6. Which social media networks should
my business be a part of?
Reach out to your clients
Search your
brand/business on search
engines
Make sure the network
will provide the most
benefit to your client
Ensure that the network
is recognized by your
team

7. Be sure to pick a uniform
username across all the social
media networks
KnowEm.com
friendscall.me
namechk.com

8. Grow your SM networks rapidly
Let your clients know that you're now on these social
media networks
Provide an incentive to get them to join your network
Ask them to use #hasttags of your company name or brand
When your release news from your company update all
your social media networks
Always keep content fresh, or continually engage on the
social media networks
On your information/background pages be sure to provide
all your pertinent contact information, be repetitive
Should an issue arise, be quick to resolve & follow-up
Give back to your community leaders

9. Social Media Tips
Listen - social media is all about person-to-person
interactions. Focus on listening and let customers know you
are listening. Never assume you know what they want.
Learn - in order to gain the most from your interactions you
must learn why your clients have made the statement, ask
questions if you don't know. Even though they are not
experts they may have some valuable feedback.
Engage - once you have listened and learned engage into the
conversation and offer assistance. Again ask questions. And
never offer more than you can deliver.

10. The Plan of Action
Establish the higher strategy and
understand the plan

11. What is the overall goal you want for
your on-going efforts in social media?
Is it product awareness?
Is it sales?
Is it something else?
Figure this out then make sure that all activities are aligned
and everyone on the team knows what you are working to
accomplish
Social media is an on-going activity that will provide
incremental end results

12. The Social Media Tools
There are many....

13. TweetDeck
Monitor / Learn / Engage
Your twitter, facebook, LinkedIn, or MySpace account
through one interface
Even as a beginner
the first thing you
want to do is make
your involvement in
the social media
networks very
efficient, as you
should be involved in
various networks.

14. Alternatives to TweetDeck
Seesmic.com - same features as tweetdeck difference is they
are offering a web-based solution as well
Orsiso.com - same features as well offering a different
approach to the way you organize your contacts/friends
Hootsuite.com - same feature set, difference is that it
provides you with the ability to integrate your ping.fm acct.
All of the mentioned tools are constantly changing and
improving based on the feedback of their respective
communities. Also there are many more out there as well.

15. Your Social Media Presence
will continually evolve
now that you know...
deepen the roots on your presence

16. @cPanel
@cPanelCares
@cPanelTips
@Enkompass
@cPdevnix
@cPanelConf
Strengthening Your Presence
on Twitter
Once you have established yourself on twitter you
may want to consider expanding into multiple
accounts to measure your projected goals

17. Facebook Pages or Group?
Facebook Page - Vanity URL Facebook Group - No Vanity
URL
Pages are better for brands, Is great for organizing on a
businesses, bands, movies, personal level and for
or celebrities who want to smaller scale interaction
interact with their fans or around a cause.
customers without having
them connected to a
personal account, and have a
need to exceed Facebook’s
5,000 friend cap.

18. LinkedIn Groups/Subgroups
You may have
multiple
brands/products
within your
company. LinkedIn
allows you to setup
a group with
subgroups to reach
your targeted
audience.

19. Your social media presence has
extended beyond the top-level social
media networks, what now?
Ping.fm was created with the intent of making it as easy as
possible to post updates to multiple social networking sites
simultaneously. The idea came about when creators were
updating status messages with micro-blogging sites Twitter and
Tumblr. The idea of posting the exact same information in two
places seemed a bit tedious, so Ping.fm was born.

20. Summary
Listen Engage
Learn
No matter what social media
networks you choose to utilize
be sure to always listen, learn &
engage

21. Thanks for attending the session
on: Why a Satisfied Customer is
Not Enough - Exceptional
Service using Social Media Tools