humanizing your brand one conversation at a time, by ramon de leon
DESCRIPTION
Ramon De Leon Y'all Connect Presented by Alabama Power June 13, 2014 Birmingham, Alabama Ask 100 people to define social media and you’d likely get 100 different answers. The ways in which consumers engage with these platforms can vary drastically. This makes it more critical than ever for brands to understand the right way to engage audiences and humanize their brand. Although most brands have adopted social media to help promote their offerings, many push their content in a mechanical way that just doesn’t feel authentic to consumers. Brands need to add a human element to their social media efforts to really connect with the modern-day consumer. By humanizing these interactions and maintaining a consumer-focused approach, brands can evoke genuine emotions with their customers and create brand loyalty.TRANSCRIPT
- 1.Humanizing Your Brand One Conversation At A Time @Ramon_DeLeon
2. Lets Talk Chicago: @Ramon_DeLeon 3. Lets Talk Chicago: @Ramon_DeLeon 4. So Loving #Bham! 5. @Ramon_DeLeon 6. @Ramon_DeLeon 7. #RamonWOW Excited To Be in. 8. Goal: To inspire you to make a difference in the lives of your customers. @Ramon_DeLeon 9. 19 year old wanted to deliver pizza. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . @Ramon_DeLeon 10. Mindset Show up EARLY with a desire to make a difference! 11. Mindset Care more about your customers than your competitors do 12. 1989 Pizza Driver & Team Dominos #OCCUPY McDonalds @Ramon_DeLeon 13. People CAPTURE whats important to them! @OscargalvanMX & @CynthiaO09 14. People SHARE whats important to them! 15. Make sure you are important to your Customers! 16. Be Important to your Customers! 17. Your Content and Data is your Digital DNA @Ramon_DeLeon https://www.youtube.com/watch?v=LRcCm_PHtkU 18. There Is No Digital Eraser! 19. Mindset If you were to dissolve today would your customers miss you? 20. Five Question Kick - Start 21. Become a problem a finder 22. The Skillset To Be Exceptional Different For Traditional vs. Digital Marketing 23. Treat customers like friends @Ted_Rubin 24. This is How You Dont Do It 25. Customers & Friends for Life! @Ramon_DeLeon 26. Facebook 2004 @Ramon_DeLeon Foster Walker PLEX - Northwestern University 27. Facebook 2005 Before Facebook was open to the public 28. Mindset In 2005, I considered returning to College so that I can open a Facebook account 29. Social Media is made up of tools you can use in addition to your core business plan. It is not meant to replace it 30. Treating customers like friends. Educate students how to use digital tools. Let you get to know the face behind the logo ( Humanizing the brand ). Mindset 31. Social had the same plan just modern tools @Ramon_DeLeon September 05 32. Social had the same plan just modern tools AOL Chats 2005 With Students 33. Be Inspired & you will be in demand! August 09 http://www.viddler.com/v/9dbfaf9f 34. This was Facebook 2009/2010 35. This is Facebook 2011 36. Manage the Micro Interactions @Ramon_DeLeon 37. #Custserv should not be difficult @Ramon_DeLeon 3:02pm - 2010 38. You need to respond! @Ramon_DeLeon 3:37pm 39. Act Upon Your Instincts! @Ramon_DeLeon 40. Make the experience unforgettable! @Ramon_DeLeon One Year Later August 2011 41. No One revisits a customer concern one year later--- except ME! @Ramon_DeLeon 42. @Ramon_DeLeon 43. Customer Service Three Years Later @Ramon_DeLeon 2013 44. Become a Case Study @PartyAficionado http://www.slidesh are.net/ctlaws/a- twitter-custserv- case-study-by- partyaficionado 45. Crisis Management Tuesday, June 17, 2014 47 46. Crisis Management Tuesday, June 17, 2014 48 47. Global Response 48. Crisis Management - How did I respond? Tuesday, June 17, 2014 50 Re-Tweeted negative Tweets to inform my community Commented on local blog posts Provided links to health department inspections Invited bloggers & customers to our kitchens Contacted HQ and told them to send CEO to N.C to order & eat there and share via video Didnt sleep because of blog alerts and social mentions 49. @ScottMonty @DanielleSmithTV @LeanneJ 50. Crisis Management What were the results? Tuesday, June 17, 2014 52 6.34% Sales Increase 51. Focus on the feeling @Ramon_DeLeon 52. Increase Depth of Conversation Change the Social Media Philosophy to one of ENGAGEMENT. Dont post to end a conversation. Strive for the dialogue. @Ramon_DeLeon 53. Increase The Span of The Conversation This is not Monday Friday 9-5 Ignite the conversation! @Ramon_DeLeon 54. Customers are an investment @Ramon_DeLeon 55. @Ramon_DeLeon 56. No Social Links! 57. Bad Social Media Disease Melbourne 58. London Heathrow Airport Hamburg Airport 59. Bad Social Media Disease 60. Customers are an investment https://www.youtube.com/watch?v=SZ-nnhV0rYs 61. Fuel Emotion! 62. How did we make Mom feel? 63. @KatzsDeli 64. Marketing department defines the customers need. Use social media to get your customers to do the selling. 65. If you want to Humanize your brand: Trust Your Instincts @Ramon_DeLeon 66. Be your own CAFFEINE! 67. Dont Be Lazy or Boring! @Ramon_DeLeon 68. DONE beats PERFECT! There are no shortcuts and be transparent. 69. @Ramon_DeLeon 70. #Gen NEXT @Ramon_DeLeon 71. Social Media and Generation #NEXT 72. Kids today dont want to grow up to be President, they just want to get his attention @Ramon_DeLeon 73. Does this belong in your office? @Ramon_DeLeon @JBBElementary 74. Two Essential Tips 75. Even though we carry the remote control of Life in our hand, its up to us to change the channel @Ramon_DeLeon 76. Get their attention because people are BUSY! @Ramon_DeLeon 77. TVs are 2nd or 3rd Screens 78. Individualization of Content 79. What do Kids Love? 80. Social Media Is About People Not Technology May 2010 Caracas, Venezuela February 2013 Oslo, Norway 81. Take Risks Enjoy the Ride Listen to the customer 82. Work, Play and Create with the Passion of a Child! 83. @Ramon_DeLeon 84. [email protected]