15 strategies to make your organization more likeable
TRANSCRIPT
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15 Strategies to Make your Organization More
@DaveKerpen, CEO, @LikeableMediaAuthor of @likeablebook
June 2011
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1) Social media is not free.
2) Social media will not bring you instant results.
3) Social media cannot make up for a bad product or service.
Warnings about Social Media
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like is the new link
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it’s not about you…
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Likeable Social Media: How to Delight Your Customers,
Create an Irresistible Brand, and Be Generally Amazing on
(& other social networks)
15 ways…
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1. listen first and never stop listening
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2. think – and act – like your customer
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3. compel your customers to be your first fans
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4. respond quickly to all bad comments
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5. respond to good comments
too
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online influencers…
the new celebrities?
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6. be authentic
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7. should you ask a lot of
questions?
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1. Pose a question or challenge directly to fans
2. Ask fans to “like” it
3. Announce winners of a Facebook-hosted contest or sweepstakes
4. Include “everything else” – all remaining status updates that didn’t fit any of the above categories
in a recent study, Likeable Media looked at status updates that…
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• In 100% of cases, engagement rates for posts that asked fans to “‘Like’ this” were up to 5.5 times (on average 2.7x) higher than those for “other updates”.*
• In 9 out of 10 cases, status updates that posed a question directly to fans were 2-6 times as engaging as “other updates”.
Likeable Media found the following…
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8. provide value(yes, for free!)
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9. share stories(they’re your social currency)
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10. inspire your customers to share stories
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11. integrate facebook into
the entire customer
experience
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12. use facebook ads for greater
impact
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13. admit when you screw up then leverage your mistakes
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14. consistently deliver
excitement, surprise, &
delight
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free chillzones
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15. don’t sell! just make it easy & compelling for customers to buy
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but how do we get started today?
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getting started on:
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If you can add a business as a “FRIEND”, it’s not properly set up on Facebook.
Individual profiles are for Individuals.
profiles
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Groups are organized around common interest.
Limited functionality, but able to organize large groups of people.
Can be public or private.
groups
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Established for businesses: Become a LIKER
Completely public, don’t need to be a member of Facebook to
view
HIGHLY functional.
fan pages
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community pages
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the 5 most engaging status updates
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getting started on:
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• Consumer Insight• Customer Service• Real Time Communication
best uses
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Limited to 140 Characters, Twitter is based on the simple premise of reporting “What’s happening?”
right now
“what’s happening?”
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Type “RT @DaveKerpen:”
OR
Simply click the “Retweet” button
retweeting
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Click the “Reply” button…
@reply
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DM (Direct Messaging)
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tweetdeck
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hootsuite
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other apps
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getting started on:
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• Demonstrating Corporate Culture• Demonstrating Product Uses
Best Uses
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• Content is more important than production quality. A good flipcam will do.
• Short and sweet is almost always better. A good rule of thumb is 30-90 seconds per video.
• Have fun. Video is a great way to showcase your brand’s personality .
• Answer people’s comments.
Tips
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getting started on:
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• Recruitment• Retention• Industry Collaboration
best uses
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company profiles
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getting started on:
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Blogs allow you to connect with the consumer in a more casual level, enable you to talk directly with consumer via comments, and allow you to expand and explore topics
best uses
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There are over 200 million US-based blogs. In addition to providing a platform for expanded, easily updatable content,
blogs have another important purpose:
B.L.O.G. = BETTER LISTINGS ON GOOGLE
(and Bing too!)
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likeable.comlikeablebook.com
Engage with me @DaveKerpen on Twitter
Ask us questions @ Facebook.com/LikeableMedia
Or, email me anytime [email protected]
thank you/ grand prize/ I love feedback