social minutes: customer engagement 20 minutes/day
DESCRIPTION
Social Minutes is a presentation to support a social media initiative for business to start engaging their clients on the social web.TRANSCRIPT
Social Minutes Customer Engagement 20 minutes/day
Wendy Soucie25 years + experience Certified social media consultantCertified LinkedIn TrainerUnique focus – business development, marketing, product development, InternetB2B - manufacturing / professional service firms. Unique focus - technical products, engineering, manufacturing, professional service
firmsBased in the Midwest with national reach
With the Internet comes a new reality
"The corporate homepage at Dell.com is not really the corporate homepage. The homepage today is Google.“
Bob Pearson, Dell's man in charge of social media strategy
© Copyright 2010 xeesm.com/wendysoucie | www.socialminutes.com - All Rights Reserved
2
It took radio 38 years to reach 50 million users;It took Facebook 2 years to reach 50 million users.
© Copyright 2003-2010 - Wendy Soucie Consulting LLC - Integrated Alliances - All Rights Reserved 3
More ways to connect to each other
Source: HubSpot
SocialMinutes.com… it’s a movement
Stop wondering what social media can do for you.
Find out by using it.
© Copyright 2010 xeesm.com/wendysoucie | www.socialminutes.com - All Rights Reserved 4
Find out for yourself
• Why can't people explain it to you?
• Spend time directly with customers, partners and market
© Copyright 2010 xeesm.com/wendysoucie | www.socialminutes.com - All Rights Reserved 5
1) First, find your customers in the social web
• If your customers and key influencers are not at least somewhat active in the social web, you can relax.
© Copyright 2010 xeesm.com/wendysoucie | www.socialminutes.com - All Rights Reserved 6
Don't superficially look around and leave.
1. Go to LinkedIn.com. Create an account (free), you’ll need email/user name (use your real name).
2. Search for 50 of your customers by company name
3. If less than 50% of companies are not present or companies are very small, use the contacts you have instead.
4. Under the company listing - see who you know.
5. Try other sites. Some you can only look up by name.
© Copyright 2010 xeesm.com/wendysoucie | www.socialminutes.com - All Rights Reserved 7
One way to start
2) Get to know your clients
• What keeps your customers busy.
• Learn what's on top of their mind, hobby, families, and more.
• Listen for mentions of you, your product or service.
© Copyright 2010 xeesm.com/wendysoucie | www.socialminutes.com - All Rights Reserved 8
Are you getting ideas on being more helpful and providing better service to them?
3) Track the profiles of your clients
• Create a spreadsheet with name/url
• Make notes when you visit
• Keep track of the number of visits.
• Instead of a spreadsheet use a social address book like xeesm.com to keep track
© Copyright 2010 xeesm.com/wendysoucie | www.socialminutes.com - All Rights Reserved 9
4) Visiting your clients• Try to "visit" your
top customers daily.
• Get to know them, leave a comment, be helpful.
• Share industry news
• Did we say efficient?
© Copyright 2010 xeesm.com/wendysoucie | www.socialminutes.com - All Rights Reserved 10
5) Ask questions
• Look for groups, discussions, Q&A
• Use it for your own skills development.
• Ask how others they use social media, buy things, build things, service customers, etc.
© Copyright 2010 xeesm.com/wendysoucie | www.socialminutes.com - All Rights Reserved 11
Quick break
• Notice that it's all about your customers and conversations.
• What we didn’t ask: – We didn't ask you to blog or
Tweet, grow friends, fans or followers.
– We haven't suggested you do a video clip or run a "campaign.
– We didn't talk about SEO, RSS or any technical social media chatter.
• Walk - before you run.
© Copyright 2010 xeesm.com/wendysoucie | www.socialminutes.com - All Rights Reserved 12
6) What do you do now?
• You have found your customers.
• Separate the conversations into two major buckets: – Problem
• Those who want a solution• Those who are complaining or
attacking
– Excitement • Those who are using and why• Those already evangelizing
• This is the end to end customer experience.
© Copyright 2010 xeesm.com/wendysoucie | www.socialminutes.com - All Rights Reserved 13
Start with a balance of three things
© Copyright 2010 xeesm.com/wendysoucie | www.socialminutes.com - All Rights Reserved 14
7) Start with listening
• Solve problems.
• Let everybody know that you listen.
• Explore a solution with your customers.
• Measure Website traffic and links with bit.ly to see what others find valuable
© Copyright 2010 xeesm.com/wendysoucie | www.socialminutes.com - All Rights Reserved 15
8) Amplify Excitement
• No excitement?
"Well, this product is pretty good. It doesn't quite do what the ad says but here is why I decided to use it...”
• Amplify the conversation.
• Time to do more than just listen
© Copyright 2010 xeesm.com/wendysoucie | www.socialminutes.com - All Rights Reserved
7
9) Connecting
• Time to get serious• Make a well educated decision.
– NO - based on all your experience
– GO - based on • you know more about your clients
than you did before• you have a better picture of social
conversation
• At this stage you will probably engage your team –– 20 Minutes a day– An experienced person can visit
50 clients/hr
© Copyright 2010 xeesm.com/wendysoucie | www.socialminutes.com - All Rights Reserved
17
We buy from people we know and trust
• Make comments on blogs
• Participate in a community or on a listserv
• Use the @ mention and re-tweet in Twitter
• Give recommendations in LinkedIn
© Copyright 2010 xeesm.com/wendysoucie | www.socialminutes.com - All Rights Reserved 18
Join the Social Minutes Initiative
• You don't have to be a blogger or twitter rock star to use social media to do business
• 20 Minutes a day or week
• Be present in the web -rather than just guessing whether social media is meaningful.
© Copyright 2010 xeesm.com/wendysoucie | www.socialminutes.com - All Rights Reserved 19
Invest 20 minutes a day for 2 weeks• Take 50 of your current
customers/prospects
• Put them into a spreadsheet and look them up in Facebook, LinkedIn, Twitter
• Upload them into Xeesm.com (free version)
• Visit each contact every other day
• Just respond to what you see
© Copyright 2010 xeesm.com/wendysoucie | www.socialminutes.com - All Rights Reserved 20
In two weeks you will KNOW what social media can do for you and your customer.
In summary
• Social business is a reality
• Social media programs are becoming part of a new strategic business mandate both b2b and b2c
• Effective customer relationships are core
• Employee engagement is key
© Copyright 2010 xeesm.com/wendysoucie | www.socialminutes.com - All Rights Reserved 21
Connections
Support our active group Join our group Social Relationship Management
FacebookSupport our Facebook Page Social Minutes.
TwitterWe are on Twitter too @SocialMinutes
© Copyright 2010 xeesm.com/wendysoucie | www.socialminutes.com - All Rights Reserved 22
Local groups to learn more
© Copyright 2010 xeesm.com/wendysoucie | www.socialminutes.com - All Rights Reserved23
Social Media Club Madison (in many cities)•Twitter: @madisonsmc•Facebook: Social Media Club of Madison•LinkedIn: Social Media Club of Madison
Social Media Breakfast Madison (in many cities)
•Twitter: @smbmad (#smbmad)•Facebook: http://www.facebook.com/socialmediabreakfastmadison•LinkedIn: Social Media Breakfast Madison
Find clubs in Milwaukee, Greenbay and soon in LaCrosse
Happy trails to you
Questions?
© Copyright 2010 xeesm.com/wendysoucie | www.socialminutes.com - All Rights Reserved 24
© Copyright 2010 xeesm.com/wendysoucie | www.socialminutes.com - All Rights Reserved25
We provide: Technical Product ExpertiseManufacturing experienceSocial media assessmentsMarketing best practicesThought leadership strategiesSocial media building blocksTraining on tools and strategyImplementation help and coaching
Network . Contribute . Participate
Social web links: http://xeesm.com/wendysoucie
Strategic Alliances• Wendy Soucie Consulting
– www.wendysoucie.com• Founder/Principal
• Integrated Alliances• Regional Executive Director – WI
• End Result Marketing– www.endresultmarketing.com
• Social Media Strategist
• Social Media Academy • Certified Social Media Consultant
• Founding Gold Member and Alumni
• Black Diamond Consultant
• Xeesm Business Partner - Wisconsin
© Copyright 2009 Wendy Soucie Consulting LLC - All Rights Reserved26
27
(short version)© Copyright 2009 Wendy Soucie
Consulting LLC - All Rights Reserved
http://www.youtube.com/watch?v=NhPgUcjGQAw