Survive & Thrive Breakfast: Social Media Tools
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Transcript of Survive & Thrive Breakfast: Social Media Tools
Social Media Marketing Made SimpleA Best Practices and Strategy Overview
for Small Business and Nonprofits
Contact Information
Copyright © 2012 Constant Contact, Inc.
Crystal DempseyFrom The Hip Communications LLC
Facebook.com/FromTheHip
@CrystalDempsey
http://www.linkedin.com/in/CrystalDempsey
Visit: www.constantcontact.com/learning-center
Insight Provided by KnowHow
Copyright © 2012 Constant Contact, Inc.
Our Agenda
What Is Social Media Marketing?
Why Market Using Social Media?
Doing It Well: Best Practices for Social Media Marketing for Small Business
Connections
Engaging Content
Conversations
Managing Your Activity and Time
Next Steps
Copyright © 2012 Constant Contact, Inc.
Social Media Marketing:What is It and Why Do It?
Copyright © 2012 Constant Contact, Inc.
Why Do We “Market”?
We Want More!
More… Customers Clients Volunteers Donors/Members Brand Awareness Sales Time in the day!
Copyright © 2012 Constant Contact, Inc.
Five Types of People:Leverage Relationships to Inspire Engagement
6
SuspectsCustomer
s
Disinterested
ProspectsRaving
Fans
Copyright © 2012 Constant Contact, Inc.
Social Media Marketing Is …
Building your social network of fans, followers, and connections, using relevant and interesting content that is shared, allowing you to reach and engage more people and drive more business.
Copyright © 2012 Constant Contact, Inc.
Concerns? You Are Not Alone
Social media marketing looks interesting, but … I will never have a million customers or even 5,000.
Using new, inbound marketing tools sound great, but … I will never write thought leadership articles.
Paying attention to what’s being said on social media sounds useful, but …I’ll never have a dedicated staff to do it right.
I hear about new tools and networks everyday, but …I just don’t have the time to stay current.
Copyright © 2012 Constant Contact, Inc.
What You DO Have is Powerful
You can successfully market your small business or association because you have …
• Loyal, happy customers
• An excellent customer experience
• Interesting and importantthings to say!
Copyright © 2012 Constant Contact, Inc.
Copyright © 2012 Constant Contact, Inc.
Connections:Kickstarting your following, and using content that inspires engagement
Engaging Content:Creating a presence
Conversations:Practical monitoring and measurement
Doing It Well: Best Practices for Small Business Social Media Marketing
Set Reasonable Goals and Expectations
Copyright © 2012 Constant Contact, Inc.
Leverage your excellent customer experience for social media success
Drive engagement (action) Encourage repeat business Encourage referrals Get online endorsements Reach new customers through online, word-of-mouth marketing
Southern Christmas Show
Southern Christmas Show is a Southern tradition, with a strong traditional media presence and loyal fan base.
Besides email marketing, they use social media to offer information and tips, get feedback from customers and build community.
Other the last three years, their SM presence has been primarily focused on Facebook. That's where their audience is.
In the last three years...
1. The number of “Likes” has nearly tripled.
2. Rate of engagement has nearly tripled.
3. Number of check-ins has doubled.
4. Number of questions has remained about the same... but they are answered quickly.
Connections
Copyright © 2012 Constant Contact, Inc.
Be Where Your Customers Are
Social Networks
Content Sharing
Reviews & Ratings Sites
Location-Based
Services
The sites that your customers and members are using
The sites that your partners & suppliers are using
The sites that your competitors are usingCopyright © 2012 Constant Contact, Inc.
Your contacts want to keep in touch, but on their terms
16
Add social icons to email campaigns to define your audience’s preferred channels
Discover Preferred Channels
Copyright © 2012 Constant Contact, Inc.
Kickstart Growth: Use Your Email List
Announce your new presence in your newsletter with a clear call to action.
Include standard links in every email so subscribers can share your content.
Include social media signup icons in every email so subscribers can join you on your social sites.
Copyright © 2012 Constant Contact, Inc.
Look Professional
Complete your business profile
Description
Contact information
Website URL
Join My Mailing List
Brand your presence
Logo, pictures, background
Add starter content
Copyright © 2012 Constant Contact, Inc.
Focus Your Presence
Make your social presence a reflection of your business/organization.
Don’t blur personal and professional use.
Be transparent.
New users should immediately identify what you do.
“Stick to Your Knitting.”
Deliberately choose your expertise and areas of engagement.
Put the social in the social media.
Be broad and informal … and have fun!
Copyright © 2012 Constant Contact, Inc.
Engaging Content
Copyright © 2012 Constant Contact, Inc.
Starter Content
Information, tips, and practical advice with photos
Questions asked by your customers with photos
Links to... :
Polls and surveys
Event homepages and registration pages
Blogs (yours and others’)
Websites (yours and others in your area of expertise)
Product or service reviews
Thought-provoking discussions that inspire dialogue
Relevant videos, photos, podcasts
Archived email marketing newsletters
Upload print materials (.pdfs) to Issuu.com or another web publishing site.
Copyright © 2012 Constant Contact, Inc.
Copyright © 2012 Constant Contact, Inc.
Content is King and Queen!
Content is the feeder of social networks Write great content once,
then broadcast it. Create sound bites for shorter media.
The best content inspires sharing:a word of advice or one sentence can go a long way!
Original, personalized content is important
Less is more! Short content is best, one idea at a time. You can always share links to more.
Copyright © 2012 Constant Contact, Inc.
Make Content Shareable/Broadcast-able
Basic Anatomy of a Facebook Business Page
Cover photo & logo
Posts by You and Others
Recent photos & other tabs
Copyright © 2012 Constant Contact, Inc.
Http://PicMonkey.com Is a
great resource for making
graphics and Facebook
cover images.
Basic Anatomy of a Twitter FeedAvatar – Logo or Photo
Your Handle
Most Recent & Past Tweets
Followers and Following
Url, Description
Recent Images
Copyright © 2012 Constant Contact, Inc.
86% of B2B marketers use LinkedIn
Chief Marketer. “Social Marketing Goes Mainstream: Chief Marketer Annual Survey Find Marketers Believe in Power of Social.” 2011.
There are over 75,000 Nonprofit groups using LinkedIn
Nonprofit LinkedIn Learning Center, 2011
________________________________
Manage your professional contacts and relationships
Find individuals you know in a professional capacity
Join networks or groups by industry, geography, or work history
Participate in discussions
Recruit attendees to your events
Invite people to join your mailing list
Copyright © 2012 Constant Contact, Inc.
Basic Anatomy of a LinkedIn Profile
Name, Location, Info
Logo
Your Company Logo
Work Experience
Information You Share
Your Network and Other Info, Facebook/Twitter, Websites,Recommendations,etc.
Copyright © 2012 Constant Contact, Inc.
Building Your Network
Use a variety of ways to expand your network:
1. Send an invitation to your email list
2. Add interactive social icons to your Website
Email campaigns (in a sidebar, in the footer)
Outgoing email signature
Business Card
Printed collateral: mailers, flyers, invoices, etc.
3. Put a sign in your storefront window
4. Add a message to your voicemail
5. Include a note on point-of-sale receipts and house coupons
Copyright © 2012 Constant Contact, Inc.
Conversations
Copyright © 2012 Constant Contact, Inc.
Social Media Dos: Be the Expert
Focus on the content: share knowledge so people care
It’s not about you. It’s about what you know.
Trade useful information for attention Will people talk about it when out with
friends? Will people look forward to your next
communication? Will they be inspired to share/tweet/comment
on this information?
Inspire trust by filtering the noise Be an expert. Clearly convey your area of expertise.
Copyright © 2012 Constant Contact, Inc.
Dealing With The Positive
Positive comments are an opportunity to interact and help spread the messageSocial networks can be a convenient way for people to share interest, excitement.
1. Comment back
1. Answer questions.
1. Share comments (content!) in other marketing channels.
1. Possibly reward people who took the time to post a positive comment (offline).
Copyright © 2012 Constant Contact, Inc.
Copyright © 2012 Constant Contact, Inc.
Engagement Starts with You!Start Conversations, Say Thank You
Sometimes, it's OK to talk just about the weather.
Post from Oct. 9, nearly a month before the show.
Social Media Don’ts
What NOT to include in your Facebook, Twitter, and LinkedIn updates
Don’t pitch.
Don’t overtly self-promote.
Don’t offer incentives to get reviews or sharing.
Don’t stray from your areas of business into: personal information, politics, sports, religion, etc.
Copyright © 2012 Constant Contact, Inc.
Make Online ConversationsPart of Your Presence
Invite direction and feedback, and really LISTEN
Copyright © 2012 Constant Contact, Inc.
Turning Negativity into a Great Customer Experience
Negative comments are inevitable
Social networks can be a convenient way for people to vent frustrations.
Always reach out to the customer.
Pick up the phone if possible
Use a private message, email, or DM
Let your network know that you are addressing the issue.
Respond! Show that you are listening and respond positively, publicly
Seek to satisfy and delight, not defend.
Copyright © 2012 Constant Contact, Inc.
Managing Your Time and Activities
Managing Your Time
Copyright © 2012 Constant Contact, Inc.
Do It Daily, But Don’t Overdo It
A word of advice from Gail Goodman,CEO of Constant Contact:
“Keep your time spent in check;doing social media right
does not mean doing it a lot.”
It is important to stay active!15 minutes a day, 3 times per week is more than most small businesses.
2011 Small Business Attitudes & Outlook Survey
Copyright © 2012 Constant Contact, Inc.
Create a calendar/game-plan
Contests: Follow The Rules... Keep It Simple
DO follow the guidelines for hosting contests!
DON'T make it complicated. People are more likely to upload a photo than make a video!
What Should I Monitor?
1.Your Brand. Think about all its possible spellings/configurations.For example: Far and Away Bicycles, Far & Away, bicycles, bikes, etc.
2.Your competitors. Spot successful tactics being used by others in your industry (and the not-so-successful)
For example: Does the pizzeria down the street tweet daily? Do the other consultants in your area of expertise have LinkedIn profiles?
3.Categories, topics, and keywords of your business. For example: pets, dog day care, cat, dog, pet sitting, animals, rescue, etc.
4.The experts and influencers in your business.
Copyright © 2012 Constant Contact, Inc.
Monitor and Manage your Time
Popular time management and monitoring tools include:
Google Alerts
HootSuite
TweetDeck
RSS
NutshellMail
Copyright © 2012 Constant Contact, Inc.
Interact From One Place = Your Inbox
NutshellMail: Efficiently Monitor Activity
Copyright © 2012 Constant Contact, Inc.
Defining Social Media Marketing Success for Small Businesses and Organizations
Measuring Success
Copyright © 2012 Constant Contact, Inc.
Measuring the Impact of Social Media
1. Set tangible goals that can be measured: more sales/donations; traffic, increased brand awareness.
2. Make a commitment. Have a plan.
3. Manage what is being said about you.
4. Capture the passion, loyalty of your current customers and reach new customers.
5. Be a trusted source of information.
6. Evaluate every 3 months: Meeting goals? Sales/donations increased? Keeping commitment, following the plan?
Copyright © 2012 Constant Contact, Inc.