Social Media Marketing Made Simple SEP 2012

Social Media Marketing Made SimpleA Best Practices and Strategy Overview for Small Business and Nonprofits

Howard Flint “Local Expert”Ghost Partner – Content Creation and Managed Marketing

Howard@GhostPartner.com404-537-2166 xt. 2

Facebook.com/GhostPartner LinkedIn.com/in/GhostPartner

@GhostPartner

Contact Information

Visit: www.constantcontact.com/learning-center

Insight Provided by KnowHow

Tweeting during the event is ENCOURAGED

#SocialGhost

Our Agenda

What Is Social Media Marketing?

Why Market Using Social Media?

Doing It Well: Best Practices for Social Media Marketing for Small Business

Connections Engaging Content Conversations

Managing Your Activity and Time

Next Steps

Social Media Marketing:What is It and Why Do It?

Why Do We “Market”?

We Want More!

More…

Customers Clients Volunteers Donors/Members Brand Awareness Sales Time in the day!

MySpace

Local / Daily deals

Location-Based Services

Review Sites

Photo Sharing

Video Sharing

Twitter

Facebook

New Tools Have Changed the Shape ofSmall Business Marketing

Source: Constant Contact Fall 2011 Small Business Attitudes & Outlook Survey; n=1972; 30%; B2B = 859, B2C = 1,113. *B to B and B to C were analyzed separately, but combined for market-level analysis; Approximately one-half of all respondents are either a sole proprietor or have 1-4 employees.

Find Social Media Tool Effective*

86% Facebook71% Video Sharing60% Twitter55% LinkedIn45% Local / Daily Deals

Tools Used to Market My Business

Five Types of People:Leverage Relationships to Inspire Engagement

SuspectsCustomer

Disinterested

ProspectsRaving

Social Media Marketing Is …

Building your social network of fans, followers, and connections, using relevant and interesting content that is shared, allowing you to reach and engage more people and drive more business.

How Social are you?

Concerns? You Are Not Alone

Social media marketing looks interesting, but … I will never have a million customers or even 5,000.

Using new, inbound marketing tools sound great, but … I will never write thought leadership articles.

Paying attention to what’s being said on social media sounds useful, but …I’ll never have a dedicated staff to do it right.

I hear about new tools and networks everyday, but …I just don’t have the time to stay current.

What You DO Have is Powerful

You can successfully market your small business or association because you have …

• Loyal, happy customers

• An excellent customer experience

• Interesting and importantthings to say!

Connections:Kickstarting your following, and using content that inspires engagement

Engaging Content:Creating a presence

Conversations:Practical monitoring and measurement

Doing It Well: Best Practices for Small Business Social Media Marketing

Set Reasonable Goals and Expectations

Leverage your excellent customer experience for social media success

Drive engagement (action)

Encourage repeat business

Encourage referrals

Get online endorsements

Reach new customers through online, word-of-mouth marketing

In A Pickle: Increase Sales, Build Community

In A Pickle is a local favorite restaurant in Waltham, MA. They are everywhere on the web.

In A Pickle sends a weekly newsletter to update customers of special deals, new menu items, and events.

They use social media to experiment, push on-the-fly specials, get feedback from customers & build community.

They credit email as the hub that brings everything together.

Dingo: Build Community and Contacts

Dingo, a pet supply company, sent an email campaign to 8,934 subscribers.

Dingo shared the offer on Facebook and Twitter.

Dingo had its fans join their email list through the CTCT Facebook app.

Dingo kept their fans up to date on their progress.

Dingo’s fans shared their campaign through social networks and on their own blogs.

Dingo gained6,329 Likes and 14,140 subscribers

It took them 3 days!

Dingo: The Important Results

Monthly sales grew 22%

New customers account for 45% of that growth

85% of new customers have continued to buy Dingo products

99 Bottles: Using Social Media & Email for Customer Engagement

Customer: 99 BottlesLocation: Federal Way, WashingtonFind Us: http://www.99bottles.net/

Success Looks Like… Through the combination of social media and email marketing, 99 Bottles has been able to grow a very strong customer base. They use Facebook and Twitter to provide quick updates about current happenings, and email to pool all the helpful information into one place.

Their Success Formula: Getting to know and inform customers through email newsletters and social media.

Connections

Be Where Your Customers Are

Social Networks

Content Sharing

Reviews & Ratings Sites

Location-Based

Services

The sites that your customers and members are using

The sites that your partners & suppliers are using

Your contacts want to keep in touch, but on their terms

EmailFacebookTwitter

Add social icons to email campaigns to define your audience’s preferred channels

Discover Preferred Channels

Kickstart Growth: Use Your Email List

Announce your new presence in your newsletter with a clear call to action.

Include standard links in every email so subscribers can share your content.

Include social media signup icons in every email so subscribers can join you on your social sites.

Look Professional

Complete your business profile

Description Contact information Website URL Join My Mailing List

Brand your presence Logo, pictures,

background

Add starter content

Focus Your Presence

Make your social presence a reflection of your business/organization.

Don’t blur personal and professional use.

Be transparent. New users should immediately identify what you do.

“Stick to Your Knitting.” Deliberately choose your expertise and areas of engagement.

Put the social in the social media. Be broad and informal … and have fun!

Engaging Content

Starter Content

Information, tips, and practical advice

Questions asked by your customers

Links to:

– Archived email marketing newsletters

– Polls and surveys

– Event homepages and registration pages

– Blogs (yours and others’)

– Websites (yours and others in your area of expertise)

– Product or service reviews

– Thought-provoking discussions that inspire dialogue

– Relevant videos, photos, podcasts

Content is King!

Content is the feeder of social networks Write great content once,

then broadcast it. Create sound bites for shorter media.

The best content inspires sharing:a word of advice or one sentence can go a long way!

Original, personalized content is important

Less is more! Short content is best, one idea at a time. You can always share links to more.

Content is not limited to words.

Your organization has a story to tell.

Social ContentMusic

Pictures

Opinions!

Perception = Realityin Social Media

Social = Content

Content = Perception

Content creates your Reality

What is STOPPING you from being SOCIAL for your

Business?

CHALLENGES:

#1 “Creating Original Content” #2 “Having time to do it”

Content is a critical new skill you NEED to learn, to thrive

in the new economy.

Make Content Shareable/Broadcast-able

Content Reuse: Krista Photography

More than 900+ million active usersFacebook Statistics, 2011

More than 50% of Facebook users log on any given dayFacebook Statistics, 2011

________________________________

Create a Business Page

Recruit fans

Fill with content that is relevant to them – comments, photos, videos

Make settings public so your customers and prospects can find you

Use as an alternate landing page for your email

Add a Join My Mailing List form to invite people to join your list

Basic Anatomy of a Facebook Business Page

Cover photo & profile picture

Events or whatever

Posts by You and Others

Recent photos and images

160 million registered users100 million active users

Mashable.com, 2011

60% of users follow companies, brands, and products

Mediabistro.com, 2011

_______________________

Engagement Through Sharing

Share links to interesting content & ask for feedback

Tweet a survey or poll

Send direct messages (DMs)

Retweet content from people you are following

Twitter

Basic Anatomy of a Twitter Feed

Avatar – Logo or Photo

Your Handle

Most Recent & Past Tweets

Followers and Following

Basic Info, Link, Description

Recent Images

86% of B2B marketers use LinkedInChief Marketer. “Social Marketing Goes Mainstream: Chief Marketer Annual Survey Find Marketers Believe in Power of Social.” 2011.

There are over 75,000 Nonprofit groups using LinkedIn

Nonprofit LinkedIn Learning Center, 2011

________________________________

Manage your professional contacts and relationships

Find individuals you know in a professional capacity

Join networks or groups by industry, geography, or work history

Participate in discussions

Recruit attendees to your events

Invite people to join your mailing list

Basic Anatomy of a LinkedIn Profile

Name, Location, Basic Stats

Your Photo or Your Logo

Work Experience, Now & Then

Information You Share

Communication Options

Your Network and Other Info, Twitter, Websites,Recommendations,etc.

Pinterest is a pinboard-style social photo sharing website that allows users to create and manage theme-based image collections such as events, interests, hobbies, and more. Users can browse other pinboards for inspiration, 're-pin' images to their own collections or 'like' photos

Instagram

Instagram is a free photo-sharing program and social network that was launched in October 2010. The service enables users to take a photo, apply a digital filter to it, and then share it with other Instagram users they are connected to on the social network as well as on a variety of social networking services

Instagram

Instagram is a free photo-sharing program and social network that was launched in October 2010. The service enables users to take a photo, apply a digital filter to it, and then share it with other Instagram users they are connected to on the social network as well as on a variety of social networking services

“Facebook acquired Instagram for approximately $1 billion in cash and stock.”

How Social Content Decays: Facebook

Source: Momentus Media, 2011

Attentionomics:

Customize content

Activate passionate customers, staff, friends, and family to re-stimulate conversations

Optimize for best time to engage

Life of a Facebook post = 9 hours 90% of clicks happen within 9 hours 50% of clicks happen within the first

How Social Content Decays: Twitter

Source: Sysomos, 2011

Over 110 million tweets

per day!

Building Your Network

Use a variety of ways to expand your network:

1. Send an invitation to your email list

2. Add interactive social icons to your Website

Email campaigns (in a sidebar, in the footer)

Outgoing email signature

Business Card

Printed collateral: mailers, flyers, invoices, etc.

3. Put a sign in your storefront window

4. Add a message to your voicemail

5. Include a note on point-of-sale receipts and house coupons

Conversations

Content has changed...

Content used to be One Way.

Now it’s a two way conversation.

Content = Engagement

Social Media Dos: Be the Expert

Focus on the content: share knowledge so people care

It’s not about you. It’s about what you know.

Trade useful information for attention Will people talk about it when out with friends? Will people look forward to your next

communication? Will they be inspired to share/tweet/comment

on this information?

Inspire trust by filtering the noise Be an expert. Clearly convey your area of expertise.

Source: SocialMediaQuickstarter.com, 2011

Dealing With The Positive

Positive comments are an opportunity to interact and help spread the messageSocial networks can be a convenient way for people to share interest, excitement.

1. Comment back

2. Answer questions.

3. Share comments (content!) in other marketing channels.

4. Possibly reward people who took the time to post a positive comment (offline).

Engagement Starts with You!Start Conversations, Say Thank You

Social Media Don’ts

What NOT to include in your Facebook, Twitter, and LinkedIn updates

Don’t pitch.

Don’t overtly self-promote.

Don’t offer incentives to get reviews or sharing.

Don’t stray from your areas of business into: personal information, politics, sports, religion, etc.

Turning Negativity into a Great Customer Experience

Negative comments are inevitable: Social networks can be a convenient way for people to vent frustrations.

1. Always reach out to the customer. Pick up the phone if possible Use a private message, email, or DM

2. Let your network know that you are addressing the issue.

Respond! Show that you are listening and respond positively, publically

3. Always seek to satisfy and delight, not defend.

7 Habits for Writing in Social Media

1. Everything is content

1. Everything is content2. Be consistent

1. Everything is content2. Be consistent3. Organize ahead of time

1. Everything is content2. Be consistent3. Organize ahead of time4. Keep the post alive all month

1. Everything is content2. Be consistent3. Organize ahead of time4. Keep the post alive all month5. React appropriately

1. Everything is content2. Be consistent3. Organize ahead of time4. Keep the post alive all month5. React appropriately6. Plan to be spontaneous

1. Everything is content2. Be consistent3. Organize ahead of time4. Keep the post alive all month5. React appropriately6. Plan to be spontaneous7. Don’t be afraid

The world is ruled by content.

Big or small.

Managing Your Time and Activities

Managing Your Time

Do It Daily, But Don’t Overdo It

A word of advice from Gail Goodman,CEO of Constant Contact:

“Keep your time spent in check;doing social media right

does not mean doing it a lot.”

It is important to stay active!15 minutes a day, 3 times per week is more than most small businesses.

2011 Small Business Attitudes & Outlook Survey

What Should I Monitor?

1.Your Brand. Think about all its possible spellings/configurations.For example: Far and Away Bicycles, Far & Away, bicycles, bikes, etc.

2.Your competitors. Spot successful tactics being used by others in your industry (and the not-so-successful)

For example: Does the pizzeria down the street tweet daily? Do the other consultants in your area of expertise have LinkedIn profiles?

3.Categories, topics, and keywords of your business. For example: pets, dog day care, cat, dog, pet sitting, animals, rescue, etc.

4.The experts and influencers in your business.

Monitor and Manage your Time

Popular time management and monitoring tools include:

Google Alerts

HootSuite

TweetDeck

NutshellMail

Use NutshellMail to Engage,on Your Time

Track your Page Insights

Reply from your Inbox

Read Fan comments

Sign up for a Free

NutshellMail Account.

www.nutshellmail.com

Defining Social Media Marketing Success for Small Businesses and Organizations

Measuring Success

Measuring the Impact of Social Media

To begin, look at:

What is being said about you?

Are you seen as an expert?

How well are you engaging with existing experts?

Are you reaching new customers en masse?

How are you reaching specific customers?

Social Media Successfor Small Business and Organizations

Test to learn what works!

Set up specific engagement campaigns to track social media programs that drive to your website (Google analytics)

How many have read your blog?

Watch how many are clicking on the social media icons in your own emails.

Encourage and track how many people are joining your list from social media.

Monitor Twitter for mentions and retweets; reward those influencers.

ExactTarget, "Subscribers, Fans and Followers: The collaborative Future." September 8, 2010

A True Story: “I love nails!”

Next Steps

Take the Next Step

Sign up for a free Email Marketing trial. Satisfaction guaranteed.

Arm yourself with the tools, playbook, and coaching to get your first campaign in front of your email subscribers and social networks. Watch your business grow!

Toll-free: 866-876-8464constantcontact.com

Register for our free webinars:

Learn more about how social media marketing can help small business and nonprofits optimize marketing efforts.

constantcontact.com/learning-center

WebinarsEmail + Social =Success, Guaranteed.

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Get a Social Media Quickstart!

Get started building connections through social media marketing, today!

socialquickstarter.com

FREE! Social Media QuickstarterFREE!

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#SocialGhost

Howard Flint “Local Expert”Ghost Partner – Content Creation and Social Marketing

Howard@GhostPartner.com404-537-2166 xt. 2

Facebook.com/GhostPartner LinkedIn.com/in/GhostPartner

@GhostPartner

Contact Information

Visit: www.constantcontact.com/learning-center

Insight Provided by KnowHow

Social Media Marketing Made Simple SEP 2012

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