flyte school - perfect storm of social-local-and-mobile
DESCRIPTION
2/16/12 presentation by Tobin Slaven on the Perfect Storm of social-local-and-mobile (SoLoMo) technology as it impacts small business owners. For more information visit http://dailydose.dreamlocal.comTRANSCRIPT
Tobin SlavenPartner/Creative Director
www.dailydose.dreamlocal.com
s: @TobinSlaven
My Mission: To Save “Main Street”One Small Business At A Timeby showing how it has become
A Brand YOU World!
The Perfect Storm
Disruption (Change) Is The Only Guarantee
Now frustrated consumers have a powerful voice in the digital worldCustomer Service = The New Way Of Marketing
Social, Local, & Mobile (SoLoMo)
What Our Grandparents Knew...
Customer Service Used To BeThe Secret Of Business Success
Main Street Now Has The Advantage Over Madison Avenue!
Social By The Numbers
Avg Person =
Source: The Hidden Power Of Your Customers, (2011) by Becky Carroll
130 Friends
140 Followers
Social By The Numbers
Source: The Hidden Power Of Your Customers, (2011) by Becky Carroll
79% of people who had a bad experience...
Social By The Numbers
Source: The Hidden Power Of Your Customers, (2011) by Becky Carroll
79% of people who had a bad experience...
Told Others About It!
Social By The Numbers
Source: The Hidden Power Of Your Customers, (2011) by Becky Carroll
22% (only!)
Social By The Numbers
Source: The Hidden Power Of Your Customers, (2011) by Becky Carroll
22% (only!) of comments (social)
even get a response
Are You Coasting With Your Customers?
5 Mistakes To Avoid:
64% of all customers who stop buying, give no reason other than they “just drifted away.” Source: Conquer The Chaos, (2010) by Clate Mask and Scott Martineau
1) No List
2)
3)
4)
5)
Are You Coasting With Your Customers?
5 Mistakes To Avoid:
64% of all customers who stop buying, give no reason other than they “just drifted away.” Source: Conquer The Chaos, (2010) by Clate Mask and Scott Martineau
1) No List
2) No Engagement
3)
4)
5)
Are You Coasting With Your Customers?
5 Mistakes To Avoid:
64% of all customers who stop buying, give no reason other than they “just drifted away.” Source: Conquer The Chaos, (2010) by Clate Mask and Scott Martineau
1) No List
2) No Engagement
3) No Reason To Keep Them Coming Back
4)
5)
Are You Coasting With Your Customers?
5 Mistakes To Avoid:
64% of all customers who stop buying, give no reason other than they “just drifted away.” Source: Conquer The Chaos, (2010) by Clate Mask and Scott Martineau
1) No List
2) No Engagement
3) No Reason To Keep Them Coming Back
4) No Reason For Them To Brag About You
5)
Are You Coasting With Your Customers?
5 Mistakes To Avoid:
64% of all customers who stop buying, give no reason other than they “just drifted away.” Source: Conquer The Chaos, (2010) by Clate Mask and Scott Martineau
1) No List
2) No Engagement
3) No Reason To Keep Them Coming Back
4) No Reason For Them To Brag About You
5) The Sale Is The Beginning - Not The End
Are You Offering The Best Deals
“Word Of Mouth” Customers Are 16% More Valuable than those who come from new customer deals - because they tend to “stick” longer
Are You Offering The Best Deals
“Word Of Mouth” Customers Are 16% More Valuable than those who come from new customer deals - because they tend to “stick” longer
Only For Your New Customers?
Social Proof In Action
Here’s How Helping
Customers Can Do
The Marketing
For You!
Customers will see you are “tuned in” to the same channels they are on the web - and others will see how you take care of your customers
ReferralsViral Campaigns vs. Viral Complaining
“It Takes 12 Positive Interactions To Overcome A Single Negative Experience”Source: The Hidden Power Of Your Customers, (2011) by Becky Carroll
ReferralsViral Campaigns vs. Viral Complaining
“It Takes 12 Positive Interactions To Overcome A Single Negative Experience”Source: The Hidden Power Of Your Customers, (2011) by Becky Carroll
Brand Ambassadors = The New Marketing Dept
ReferralsViral Campaigns vs. Viral Complaining
“It Takes 12 Positive Interactions To Overcome A Single Negative Experience”Source: The Hidden Power Of Your Customers, (2011) by Becky Carroll
Brand Ambassadors = The New Marketing Dept
Customer Service Is The Major Driver(55%) Of Recommendations
Listen...
Use A Listening Tool
To Know What Is Being Said
www.Nimble.com - for a Social CRM Tool (First User FREE)
Listen...
Build A Listening Post
To Know What Is Being Said
www.bit.ly/listeningpost - for directions from Social Media Examiner
Get Found...
Social Is The New Search. Create something worth looking at!
Convert...
ToFuMoFuBoFu
Kung Fu
www.InboundMarketing.com (HubSpot Resources)
Convert...
ToFuMoFuBoFu
Kung Fu
www.MailChimp.com (2000 Subscribers & 12,000 Emails FREE)
Convert...
ToFuMoFuBoFu
Kung Fu
Sources: Trumpia, BoomText, & InstantCustomer.com
Text Your Name& Email to
207-358-4767
Convert...
Want to Know How To Do Mobile For FREE?
Text “Follow”@ tobinslaven
to 40404
Engage...
Source: Everything I know About Marketing I Learned From Google (2011), by Aaron Goldman
Engage...
www.Booshaka.com or apps.facebook.com/fanofthe/
Engage...
www.Moshare.com - add it to your “share” buttons
Tobin SlavenPartner/Creative Director
www.dailydose.dreamlocal.com
s: @TobinSlaven
My Mission: To Save “Main Street”One Small Business At A Timeby showing how it has become
A Brand YOU World!