Delivery of Quality Customer Service An Approach by Cork County Council
Customer Service Council
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Social Media + Business – could you? should you? how? with Charlie Gunningham
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Transcript of Customer Service Council
Social Media + Business – could you? should you? how?
with Charlie Gunningham aussiehome.com / REIWA.com
Social Media + Business, June 9 2010 Slide 2
Beware the patient who has not been in hospital for 50 years and complains they are not feeling well… there is something wrong with them”
“
Social Media + Business, June 9 2010 Slide 3
Incredible… but true
- 20 years since Internet - 16 years - Amazon.com, eBay.com- 12 years - Google- 5 years - Youtube- 4 years - Facebook/Twitter
Social Media + Business, June 9 2010 Slide 4
Incredible… but true
- 75% SME’s don’t social media- 86% don’t email market- 30% don’t update web site!
Social Media + Business, June 9 2010 Slide 5
Ad Spend in Australia - 09/10*1. Takeaway Food …..….$3343m
2. Real Estate Agents ……...$1563m 3. Auto Industry ……….$997m4. Banks ……….$966m5. Supermarkets ……….$774m
Source: IBIS World Research, July 2009
Social Media + Business, June 9 2010 Slide 6
Real Estate spends $240mn (15%) ONLINE
yet 55% of real estate enquiry from online!
So a 50:50 split sounds right (print:online)
- offline ad spend should be …$240 mn
- but it’s … $1.25 bn
which implies $1bn is wasted?!
Social Media + Business, June 9 2010 Slide 7
Power that is SOCIAL MEDIA
- free + powerful- elected a President- not being used by your competitors (yet)
Social Media + Business, June 9 2010 Slide 8
SOCIAL MEDIA – defined
Social media refers to FREE web sites whose information comes from its USERS.
- incl facebook, twitter, blogs, youtube, flickr, slideshare, foursquare, …
Social Media + Business, June 9 2010 Slide 9
Mark Zuckerberg, Founder, Facebook
Social Media + Business, June 9 2010 Slide 10
Biz Stone, Founder, Twitter.com
Social Media + Business, June 9 2010 Slide 11
Chad Hurley, Cofounder, Youtube.com
Social Media + Business, June 9 2010 Slide 12
“Markets are conversations”Conversations sound human
natural, honestpublic switch quickly
tell us something! (then we might speak to you)
business is only part of our lives, it’s all of yoursThe Cluetrain Manifesto: The End of Business as Usualby Christopher Locke, Rick Levine, Doc Searls, David WeinbergerPub 1999 : read it for free at www.cluetrain.com
Social Media + Business, June 9 2010 Slide 13
SOCIAL MEDIA + Biz = X?
- do we need it?- should we?- is it right?
Social Media + Business, June 9 2010 Slide 14
SOCIAL MEDIA + Biz =
1. Know you exist2. Get to know/trust3. Give you business4. Refer you to others
√√
Social Media + Business, June 9 2010 Slide 15
SOCIAL MEDIA in Aus _ Facebook: 7mn visitors _ Twitter: 1mn (up from 13,000)
_ 70%+ net users visited social netwks _ social media/ blogs more pop than email_ 10% of ALL time on Internet = on social media
Social Media + Business, June 9 2010 Slide 16
At its most basic, you could (should) be…
BLOGGINGon FACEBOOKon TWITTER
Social Media + Business, June 9 2010 Slide 17
Advantages SOCIAL MEDIA
- Cheap! and fast/instant- Reach / Accessible- Can be updated/improved- Democratic (power to the little guy)- It involves your clients (directly)
Social Media + Business, June 9 2010 Slide 18
1. BLOGS
- a “web log”- leave comments, post- Start your own * go search/read/comment*
Social Media + Business, June 9 2010 Slide 19
THE RULES…not expensive in $’s
Blog often, blog interesting
Show your passionEncourage staff to blog
Be authenticIdeas spread
Allow public to comment
Social Media + Business, June 9 2010 Slide 20
BENEFITS? You’re asking the wrong question, but since you asked…
Better Traffic & SEO to your siteFun, empowering for you/staffListen + Learn from your public
Gather interesting contentWhat goes around comes around
“Markets are conversations”
Social Media + Business, June 9 2010 Slide 21
Blogs are fantastic for SEO!
Social Media + Business, June 9 2010 Slide 22
Social Media + Business, June 9 2010 Slide 23
MarkAnderson’sBLOG
Social Media + Business, June 9 2010 Slide 24
2. FACEBOOK(i) Personal Profile Page
Keep it personal?
… or just it to administerBiz page and Ads
Social Media + Business, June 9 2010 Slide 25
(ii) FACEBOOK Group/Business Page
Your biz face in Facebook
interactive shop windoweveryone gets to know
www.facebook.com/yourname
Social Media + Business, June 9 2010 Slide 26
www.facebook.com/aussiehome
Social Media + Business, June 9 2010 Slide 27
Linda Davis, real estate selling agent, Ledyard, CT
Social Media + Business, June 9 2010 Slide 28
Ledyard, CT community
page
(a landingPage)
We could feedIn your listings
too!
Social Media + Business, June 9 2010 Slide 29
Linda Davis, Ledyard, CT
MY GOAL - top sales person
* concentrate on one area * personal, be YOU, persist, don’t YELL!* yes, YOU DO HAVE TIME – prioritise* have RULES, build relationships
Don’t be “that guy” that abuses it!
Social Media + Business, June 9 2010 Slide 30
(iii) FACEBOOK Ads
Direct + targetted
Set a budgetEasy to set up, edit,
cancel + monitor27mn+ views ($4000)
Social Media + Business, June 9 2010 Slide 31
(iv) FACEBOOK Policy
AddictiveTime Wasting
Haven’t got time!
You need a policy, and stick to itHave a reason, WIIFT, part of marketing
Social Media + Business, June 9 2010 Slide 32
3. TWITTER! (your own + company)
100,000+ in PerthGrowing fast
Very easy to update‘micro-blogging’
Word out, top of mindTwitter.com/yourname
Social Media + Business, June 9 2010 Slide 33
http://twitter.com/aussiehome
Social Media + Business, June 9 2010 Slide 34
4. Upload movies to
Obama did 1,67887 mn views
Av age 45-55 yrs
Youtube.com/yourname
Social Media + Business, June 9 2010 Slide 35
www.youtube.com/aussiehometv
Social Media + Business, June 9 2010 Slide 36
“perth real estate” search on Youtube…
Social Media + Business, June 9 2010 Slide 37
5. LINKEDIN.COM
Facebook for grown ups?Professionals
Worth having a profileOnline CV
40 million members +
Social Media + Business, June 9 2010 Slide 38
6. MOBILE_ Last year, it didn’t figure_ now = 10%+ traffic (30% w’ends) _ by 2013, mobile web > PC web_ 140,000 iPhone apps_ App Store: 2bn downloads_ Gen X (28-45) buy 60% homes, their PC is their mobile
Social Media + Business, June 9 2010 Slide 39
MOBILE i. Your site on mobile ii. Mobile apps
* we already do mobile sites * & offering apps soon
Social Media + Business, June 9 2010 Slide 40
www.hootsuite.comHootsuiteiPhoneApp >
Social Media + Business, June 9 2010 Slide 41
It’s no longer the 4Ps of marketing(price, promotion, product, place)
It’s the 3 i’s ...“Getting the right information to the right eyes at the right instant!”
Social Media + Business, June 9 2010 Slide 42
Social Media + Business – could you? should you? how?
- Any Questions?- Thank you & Good Luck!
- [email protected] 0411 092 669
- email me for these slides facebook.com/aussiehome- twitter.com/aussiehome
Social Media + Business, June 9 2010 Slide 44
FoursquareiPhoneApp >
www.foursquare.com
Social Media + Business, June 9 2010 Slide 45
Social Media + Business, June 9 2010 Slide 46
Social Media + Business, June 9 2010 Slide 47
Social Media + Business, June 9 2010 Slide 48
Social Media + Business, June 9 2010 Slide 49
Social Media + Business, June 9 2010 Slide 51
Social Media + Business, June 9 2010 Slide 52
Business applications?
_ download the app, link to FB and twitter_ add your own business_ check in, and leave tips_ tell others about it_ check in @ work_ ask people for reviews (tips)
