Download - Social media for business
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SOCIAL MEDIA FOR BUSINESS
Carleen LawsonAssistant LibrarianPresentation for BUS 125 E. Thompson
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Social Media is a
conversation.
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SOCIAL MEDIA AMPLIFIES THE
GOOD/BAD/UGLY
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GETTING STARTED:1. Determine who your audience is2. Start small3. Coordinate your social media channels4. Listen and share5. Create a daily plan
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67% of consumers have used a company’s social media channel for customer service.
42% expect a response within 60 minutes.
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USE SOCIAL MEDIA FOR:Customer ServiceMarketingCompany Goal Fullfillment
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CUSTOMER SERVICE Product/service problems Complaints (working to solve the problem openly/honestly Consider response time ( must be timely)
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Customer Complaints•Deal with negative feedback promptly.• Take ownership, apologize.•Do it transparently when possible.•Offer a fix.
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MARKETING Advertising Branding Public relations Specials Promotions Sales
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SURPRISE!
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Facebook conversation gets shared on Reddit and story goes viral.
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In response, Samsung decides to give him a free S3 anyway and adds a personal touch by giving him a case with his dragon drawing on it.
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COMPANY GOAL FULFILLMENT
Recruitment Research/Development Business partnerships development Social Causes Employee Recognition
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RECRUITMENT
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SOCIAL CAUSES
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USE SOCIAL MEDIA TO CREATE
RELATIONSHIPS THAT CONVERT TO BUSINESS.
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SOCIAL MEDIA BUSINESS EQUATION
Informing – 20%Entertaining – 20%Interacting – 40%Converting to Business – 20%
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USE SEPARATE CHANNELS FOR DIFFERENT PURPOSE
Create a separate “channel” using hashtags or separate account that is devoted entirely to addressing customer service issues.
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CLASS ACTIVITYGo to the Social Media for Business Libguide. Select the Class Activity tab. Select the link to the Facebook profile your group has chosen to assess. Answer the following: • How often do they post?• Do they respond to every comment?• How do they handle negative comments
or complaints?