from prospect to raving fan - warm thoughts · becoming a raving fan bring your customer service...
TRANSCRIPT
![Page 1: From Prospect to Raving Fan - Warm Thoughts · Becoming a Raving Fan Bring your customer service into the age of social media. • One negative review online (when not countered by](https://reader033.vdocuments.us/reader033/viewer/2022051920/600c92be2cdc8651e80ee272/html5/thumbnails/1.jpg)
From Prospect to Raving Fan
Understanding the Customer Journey
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The Customer Journey
“Hmmmm… there’s a propane tank in my backyard. What do I do?”
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The Customer Journey
“Propane in my home”
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The Customer Journey
![Page 5: From Prospect to Raving Fan - Warm Thoughts · Becoming a Raving Fan Bring your customer service into the age of social media. • One negative review online (when not countered by](https://reader033.vdocuments.us/reader033/viewer/2022051920/600c92be2cdc8651e80ee272/html5/thumbnails/5.jpg)
The Customer Journey
“Propane company near me”
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The Customer Journey
The mobile journey almost always starts
with paid ads. Now you can
CLICK TO CALL!
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The Customer Journey
“What’s your
price?”
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The Customer Journey
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The Customer JourneyFacebook advertising has become the key to delivering your message without getting caught up in their posting algorithms.
• Target your audience• Deliver your brand message• Track and measure your results
The stronger the “engagement” on your Facebook page, the more powerful and cost-effective the ad opportunity.
Customers who like a business on Facebook are 79% more likely to make a new purchase than non-fans.
(Mashable)
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The Customer Journey
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The Customer JourneyYour Facebook Experience
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The Customer Journey
What if the Facebook reviews are BAD? Or not there at all?
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The Customer Journey
• 88% of people trust online reviews as much as they trust friends and family.
• 80% of people choose to go elsewhere if they read bad reviews of your business online.
• One negative review online (when not countered by positive reviews) can cost up to 30 new customers.
2018 study by Reputation Builder
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The Customer Journey
How do you research propane services in your home?
17%
41%
47%
52%
59%
62%
Paid review and screening services such as…
Recommendation from installer or…
Employees at stores such as Home Depot,…
Recommendation from family, friends,…
Online Research
Read Consumer Reviews
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The Customer Journey
Who are you going to call?
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The Customer Journey
Where can I
get a propane
fireplace?
Vented or unvented
fireplace?
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The Customer Journey
![Page 18: From Prospect to Raving Fan - Warm Thoughts · Becoming a Raving Fan Bring your customer service into the age of social media. • One negative review online (when not countered by](https://reader033.vdocuments.us/reader033/viewer/2022051920/600c92be2cdc8651e80ee272/html5/thumbnails/18.jpg)
The Customer Journey
![Page 19: From Prospect to Raving Fan - Warm Thoughts · Becoming a Raving Fan Bring your customer service into the age of social media. • One negative review online (when not countered by](https://reader033.vdocuments.us/reader033/viewer/2022051920/600c92be2cdc8651e80ee272/html5/thumbnails/19.jpg)
The Customer Journey
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The Customer Journey
Our customer is ready to do business. But where did they come from?
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Becoming a Raving Fan
So they’ve become a customer.
Now what?
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Becoming a Raving Fan
Is your only communication a bill?
• Welcome letter• Customer newsletter• Email marketing• Survey• Ask for a review!• Join your Facebook
community
What Services Does Your Propane Company Provide?
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Becoming a Raving Fan
Growing and Maintaining your Facebook Community
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Becoming a Raving Fan
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The Customer JourneyFacebook recently made the switch from
star-rating reviews to a more simple yes or norecommendation.
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Becoming a Raving Fan
Bring your customer service into the age of social media.
• One negative review online (when not countered by positive reviews) can cost up to 30 new customers.
• It takes 12 positive reviews to cancel out the nasty side effects of just one negative review.
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Becoming a Raving Fan
While people are far more likely to go online and write a bad review following an unhappy experience,70% of consumers will leave a review for a business when asked!
BrightLocal Consumer Review Survey, 2016
Bring your customer service into the age of social media.
• 7 out of 10 U.S. consumers say they’ve spent more money to do business with a company that delivers great service.
• And millennials are willing to spend the most (21% additional!) for great customer care.
• Strike while the iron is hot!
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Key Takeaways➢ Mobile Optimized
➢ Keyword-Focused Content
➢ Web Presence not Website
➢ Communicate with your customers both on and offline
➢ PPC & SEO Together Forever
➢ Reviews: Quantity and Quality
➢ Google My Business
➢ Don’t Get Hung Up on Attribution
➢ Facebook: Give Them a Reason to Follow
➢ Customer Service in the Age of Social Media
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Questions?
Olivia Mastromonaco & Ben Gutkin
Warm Thoughts Communications
[email protected]@warmthoughts.com