Using Social Media to Enhance Customer Relations
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Presented by: DJ Heckes, CEO & Founder, Studio-e Lucy Rosen, President, SmartMarketing Communications [ Presented by: DJ Heckes, CEO & Founder, EXHIB-IT! and Studio-e
description
DJ Heckes, CEO of EXHIB-IT! Tradeshow Marketing Experts and FullBRAIN Marketing teaches us how to listen, learn and engage with our customers and enhance customer relations using social media.
Transcript of Using Social Media to Enhance Customer Relations
Presented by:DJ Heckes, CEO & Founder, Studio-eLucy Rosen, President, SmartMarketing Communications
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Presented by:DJ Heckes, CEO & Founder, EXHIB-IT! and Studio-e
Social Media Revolution
• It’s here • It’s real • It’s big • It’s powerful
YouTube video created by Socialnomics
Interaction“I’m 48. I don’t understand this Social Media stuff.”
• Similar to a business cocktail reception• Without constraints of time or space
Social Media Sites
Questions
• What do I want to accomplish?
• Where do I want to go?
• Why do I want to go there?
A Plan for Clear Communication
Our Customers are communicating with us through a number of different online channels.
Using these tools allows us to:
• Reach a broader audience• Communicate directly with our Customers in
the formats they prefer• Stay on top of communication technology• React Promptly to Customer Issues
“CHANNEL OWNERS”
Where are our Customers?
#1. How to Listen to the Voice of Potential and Existing
Customers
Customer Listening Listening to Current customers
Join Social Media Sites that Matter to YOU and YOUR Business!
Social Media Most Popular Avenues
#2. How to Develop a Customer Focused Culture
Examples of Developing a Customer Focused Culture.Annapurna’s World Vegetarian Café
#3. How to Become a Customer Focused Company to Engage Your Customers
Apps = Applications Apps Enhance User’sOnline Experience
Best Global Brands -- Top 100 Brands in 2010: IBM #2
Best Global Brands -- Top 100 Brands in 2010: Google #4
Best Global Brands – Top 100 in 2009 –Starbucks #1Best Practices Used by Starbucks
4. What about the Engagement that Comes From the Customer Interaction?
Listening to Potential & Existing Customers
Case Studies:Dominos
Domino's® Pizza At the Door of Our Harshest Critics
Zappos.com
Pottery Barn
Measuring for Success
• Facebook Insights• LinkedIn Views• Twitter
Social Media Metrics
#5. How to Use Metrics to Analyze the Data
Social Media Metrics
Making Sense of Facebook Insights
Social Media Metrics
Getting to Know LinkedIn’s New Profile Stats
Social Media Metrics
Finding the Twitter Statistics Site
Twitter Metrics
TweetStats.com
TwitterCounter.com
TwitterAnalyzer.com
#6: How to Manage Your Online Reputation and Online Brand
How to listen – Start with setting up Alerts
3 FREE Social Media Monitoring Tools
1. Twazzup
3 FREE Social Media Monitoring Tools2. Addict-o-matic
1. Twazzup.3 FREE Social Media
Monitoring Tools
3. SocialMention3 FREE Social Media
Monitoring Tools
Wrap Up
• Using apps on Facebook help to enhance your fans’ experience, and keeps them coming back for more.
• Designing your Facebook & Twitter Pages to match your brand will help you stand out and help with your overall brand recognition.
• Create content that is educational and valuable to your fans.
• Don’t be afraid to include your FANS in the process. INTERACTION is KEY.
• Stay up to date on your social media metrics and tailor your posts to what your fans want.
Contact: DJ Heckes, CEO & Author (Full BRAIN Marketing)EXHIB-IT! Tradeshow Marketing Experts
Tel: 505.828.0574 Cell: 505.440.1878Email: [email protected]: www.EXHIB-IT.com
