social minutes: customer engagement 20 minutes/day

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

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It took radio 38 years to reach 50 million users;It took Facebook 2 years to reach 50 million users.

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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.

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Find out for yourself

• Why can't people explain it to you?

• Spend time directly with customers, partners and market


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.


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.


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.


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


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?


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.


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.


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.


Start with a balance of three things


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


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


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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


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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


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.


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


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


Connections

LinkedIn

Support our active group Join our group Social Relationship Management

FacebookSupport our Facebook Page Social Minutes.

TwitterWe are on Twitter too @SocialMinutes


http://www.linkedin.com/groups?gid=2475176

http://www.facebook.com/pages/Social-Minutes/103659232998094

http://twitter.com/SocialMinutes

http://twitter.com/SocialMinutes

Local groups to learn more

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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

http://www.facebook.com/socialmediabreakfastmadison

Happy trails to you

Questions?


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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

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

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(short version)© Copyright 2009 Wendy Soucie

Consulting LLC - All Rights Reserved

http://www.youtube.com/watch?v=NhPgUcjGQAw

http://www.youtube.com/watch?v=ypmfs3z8esI

http://www.youtube.com/watch?v=NhPgUcjGQAw

social minutes: customer engagement 20 minutes/day

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