Liners Direct Keynote Presentation
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Liners Direct Kerry Rego Consulting November 5, 2013
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Thank you very much Liners Direct for bringing me to San Diego to talk to your reps about social media, online customer service, and reputation management. I wanted your attendees to walk away with a lot of value without having to keep track of a lot of paper so I provided this link so that they can access the support information from my keynote in one place. Social Media Strategy Form Tool Matrix Editorial Calendar, 12 months Metric Report My Blogs on Reputation Management (I couldn’t pick just one) How to Deal With Negative Customer Feedback
Transcript of Liners Direct Keynote Presentation
Liners DirectKerry Rego Consulting
November 5, 2013
Benefits & Relevance of Using
Social Media Marketing1. Enhance Branding & Awareness2. Protect Your Reputation3. Enhance Public Relations4. Build Community5. Enhance Customer Service6. Facilitate Research & Development7. Drive Sales & Leads
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Social Media Avg. Monthly Use
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Fav resource for behavior is ComScore & Pew Internet
•Facebook 1.19b MAU
•Twitter 232m MAU
•YouTube 4b hrs watched/m
•LinkedIn 259m MAU
•Google+ 360m MAU
•Instagram 80m MAU
Why is Social Media Important?
Logos courtesy of Aquaticus
what is social
Social media use web-based technologies to transform and broadcast media monologues into social media dialogues.
Social Media, A Definition:
Wikipedia
•Blog Wordpress
•Email Marketing Constant Contact
Kinds of Media
Kinds of Media
•Networking Facebook, LinkedIn
•News Twitter, Reddit
Kinds of Media
•Bookmarking Pinterest
•Review Yelp
Kinds of Media
•Event Eventbrite
•Location/Mobile Google Places, Foursquare
Kinds of Media
how to setup a social media
Where Do You Start?• Goal• Audience Mockup• Tools• Routine• Measure• Adjust• Persist
Audience Mockup
• WHO is the audience?
• WHAT is their preference?
• WHEN do they want to hear?
• WHERE are they?
• WHY are you there?
EventsConventionsEducationHolidaysPeak/Off Season
RoutineTHE WHAT THE WHEN
Content Folder
Marketing Editorial Calendar
• Set routine for “dashboarding” content• Blog in batches, time release,
autopost• Feedburner, TwitterFeed, dlvr.it• Facebook scheduler• Hootsuite, Tweetdeck
Autoposting blog to other channels gets you 50% more leads!Scheduling gets you 3x more leads! – Hubspot
Tools for Streamlining
Tool Management
or use
Advanced Tool Management
Optimum Times to Tweet/FB
Infographic compiled and designed by Buddy Media
what’s going to stop you
Obstacles
• Lack of Time • Lack of
Manpower/Resources• Lack of Training &
Knowledge• Can’t Measure• Blank Page Syndrome• Negativity
Solutions
1. Time 2. Manpower3. Training4. Measure5. Writer’s Block6. Negativity
1. Batch Create & Schedule2. Routine3. Hire Experts, YouTube,
follow rockstars & pros http://www.gcflearnfree.org/
4. Build custom metric report based on goals
5. http://bit.ly/KRCeasyblog
6. http://bit.ly/NegativeFdbk
12% US online adults agree complaints made about customer service via social media strongly influence their image of the company.
When companies respond to requests of customer service via social media, those same customers spend
20-40% more with the company. (Bain & Company)
•Create a client process•Train staff•Communicate every step of the way
•Give them preferred linkhttp://bit.ly/KRCreview
•Follow-up•Make it easy to share company info
How to Get Great Reviews
How to Deal with Negativity
•How do you deal with it normally?
•Listen, respond, react•Provide customer service & survey
•Don’t erase negative posts!•Control is an illusion
First Page of Search Results
Data byCompete, Jacob Nielsen, OptifyImage courtesyInternetReputationManagement.com
85% never get off the first page!
-Internet Reputation Management
Action Items for Reputation
Management1.Perform a vanity search2.Purchase your domain
name3.Setup a monitoring tool4.Setup Google Places5.LinkedIn6.Use social media tools!
http://bit.ly/krcrepmnghttp://bit.ly/KRCbook
Social Media = Telephone
So Check Your Messages!
• Voicemail• Texts• Email• Facebook• Twitter• And others
Questions?
KerryRegoConsulting.comKerry@KerryRegoConsultin
g.com
