Using Social Media to Connect, Convert, and Create an Amazing Customer Experience
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Transcript of Using Social Media to Connect, Convert, and Create an Amazing Customer Experience
Using Social Media to Connect, Convert, &
Create an Amazing Customer Experience
Presented By: Nicole KroeseVP of Marketing & Partnerships, Likeable
Local@NicoleKroese www.SocialForAutoGuide.com
About Meo Seattle native o NYU Grad o VP, Marketing & Partnerships @
Likeable Local o Formerly a professional dancero Connect with me on Twitter/
@NicoleKroese and FB/LinkedIn o Email me
[email protected] @NicoleKroese | SocialForAutoGuide.com
Let’s Get To Know Each Other• I consider myself a social media expert! • I’m no expert, but I know how to do the basics +
some. • Back to basics for me-- I am a social media
newbie! • I’m currently using social media as part of my
marketing strategy . • My business has seen positive ROI from social
media! • I’m still not totally convinced social media
actually works. • My business has benefitted from word-of mouth.
@NicoleKroese | SocialForAutoGuide.com
These Are A Few Of My Favorite Stats…
Social media has a 100% higher lead-to-close rate than outbound marketing
American social media users spend on average 2.7 hours per day on social media
56% of the population goes to Facebook more than once a day, 29% for Twitter, 14% for LinkedIn 70% of marketers
increased spend on social in
2015
Over $8.5 billion was spent on social media in 2014And projected spend for 2018 is $14 billion
In 2014 social mobile ad spending surpassed non mobile spending
Sources: HubSpot, Digital Information World, We Are Social
The Top 5 Reasons PeopleWant To Follow You On Social
1. To find out about your latest promotions and discounts
2. New product announcements and information
3. Customer service
4. Entertaining content
5. Ability to provide feedback
@NicoleKroese | SocialForAutoGuide.com
How to Connect, Convert, & Create an Amazing Customer Experience
Using Social Media 1.Leverage current customers 2.Create an engaging content
strategy3.Listen & respond 4.Provide social customer support 5.Advertise (smarter)
@NicoleKroese | SocialForAutoGuide.com
1. Leverage Current Customers
They are the foundation of your social strategy If you really are a likeable business, they’ll happily engage with
you! Great Ways to Encourage Customer Engagement:
Encourage Referrals & Reviews Give Shout-outs and responsesShowcase Testimonials
@NicoleKroese | SocialForAutoGuide.com
Ask For Referrals!
o A referral is the best gift a customer can give you. Make it easy for them!
o Reward loyalty and goodwill
@NicoleKroese | SocialForAutoGuide.com
Give Shout-Outs & Say “Thanks”
o When you get a great review, show you appreciate it! o You can even repost these on your Timeline, Website, etc.
@NicoleKroese | SocialForAutoGuide.com
Engage through: educating, entertaining, & inspiring + occasionally promoting)
2. Create An Engaging Content Strategy
@NicoleKroese | SocialForAutoGuide.com
Follow the 10 Commandments of Content Creation
~From our Free eBook SocialContentEBook.com ~1. Give your followers a reason to engage
2. Think positive3. Remember to K-I-S-S (Keep It Simple, Stupid!)4. Have a Conversation 5. Ask Yourself: Is it Sharable? 6. Know How to Properly Curate 7. Be Mindful of the 4-1-1 Rule8. Keep It Timely 9. Use Visuals To Enhance Your Message10.Tell a Story
@NicoleKroese | SocialForAutoGuide.com
3. Listen & Respond
Regardless of your industry, responsiveness always counts. @NicoleKroese | SocialForAutoGuide.com
People are talking about needing YOUR services on Social Media
Join the conversation!
@NicoleKroese | SocialForAutoGuide.com
4. Provide Amazing Social Customer Support
o Listen and never stop listening
o Don’t be afraid of negative comments
o Surprise and Delight o Be grateful o Remember everybody
loves to be thanked and recognized
@NicoleKroese | SocialForAutoGuide.com
5. Advertise (Smarter) on Social
① PLAN ahead. ② REACH the right people.③ ENTICE with relevant creative. ④ CONVERT visitors to customers. ⑤ SCALE smarter.
@NicoleKroese | SocialForAutoGuide.com
Why Advertise on Social?
With “Facebook Reachageddon” we now need to Pay-to-Play
Facebook Reachageddon = The End of Organic Reach. If you aren’t paying to boost your posts, only 1-2% of
your fans will see your posts organically
@NicoleKroese | SocialForAutoGuide.com
It’s OK!
Marketers who know what they are doing on social can blow away the competition with strategic ads.
You’ve never been able to market
smarter to a more expansive audience!
@NicoleKroese | SocialForAutoGuide.com
Choose A Strategic Objective
@NicoleKroese | SocialForAutoGuide.com
Objectives On Twitter
@NicoleKroese | SocialForAutoGuide.com
Create Smart Audiences
o Demo/Behavior/Interest
o Custom Audiences
o Lookalike Audiences
@NicoleKroese | SocialForAutoGuide.com
Targeted AudiencesSpecify everything from gender, to income, to job title, to interests, to location!
@NicoleKroese | SocialForAutoGuide.com
-30-50 year old-women-who are married-who live in Tennessee -who like Thai Food-& are interested in Cricket 2015
=1K-1.5K Monthly active FB Users!
@NicoleKroese | SocialForAutoGuide.com
Custom & Lookalike Audiences Get more business and referrals from current customers
Attract people similar to your current customers Get already-interested prospects closer to buying Retarget “cold-feet” visitors
@NicoleKroese | SocialForAutoGuide.com
Track and report regularly
Double down on what is working
You may be sick of your Ad, your prospects aren’t!
Adapt to current trends
Always-be-optimizing
Scale Smarter
@NicoleKroese | SocialForAutoGuide.com
Social Media = The New Word Of Mouth
@NicoleKroese | SocialForAutoGuide.com
Social Ads= Viral Word Of Mouth
Social Ads have BUILT IN endorsements from friends.
@NicoleKroese | SocialForAutoGuide.com
THE LIKEABLE SOLUTION
@NicoleKroese | SocialForAutoGuide.com
• Use thousands of content ideas at your fingertips and preplan your posts for the most effective times
• Automatically scheduled industry-specific content for Facebook, Twitter, & LinkedIn
Content Creation & Scheduling
@NicoleKroese | SocialForAutoGuide.com
TurboPost ™ Technology
@NicoleKroese | SocialForAutoGuide.com
Likeable Hub Site
@NicoleKroese | SocialForAutoGuide.com
Learn More | SPECIAL PROMOTION! Likeable Hub makes social media automated:
1. LEARN MORE about Likeable Hub 2. SIGN UP before Nov. 25th 3. SAVE BIG $$ on packages
-save on monthly price-reduced contract length
-other savings, too!
o SET UP A DEMO at LikeableDemo.como OR CALL 212-359-4347 o MENTION the SEMA show
@NicoleKroese | SocialForAutoGuide.com
QUESTIONS/ GRAND PRIZE
Redeem your Likeable savings at LikeableDemo.com or call 212-359-
4347!
TWEET: @NicoleKroeseEMAIL: [email protected] FB/LINKEDIN: /NicoleKroese
Likeable Local: TWEET: @LikeableLocalEMAIL: [email protected] FB/LINKEDIN: /LikeableLocal
Download our free eBook on social media for auto
professionals @ SocialForAutoGuide.com