Unlocking The Power of Social

Unlocking the Power of Social

Jeanette Gibson VP Community, HootSuite

@jeanetteg @hootbusiness @hootsuite

Social Media Drives Business

of consumers say they will change their shopping behavior in response to social media content

85%

Of smartphone users turn to their phones to shop

64%

Companies are Making Social Media a Priority

Social Media for Business is Rising

TACTICS 2010 (%) 2013 (%)

Web 51% 86%Email 47% 65%

Search 38% 23%

Banner Ads 28% 22%

Social Media27% Twitter 21% LinkedIn

!!77%

Blog 25% 52%

Source: Vocus and Inc. Magazine, Bredin Business Information, emarketer.com

ONLINE MARKETING TACTICS USED BY SMBs% OF RESPONDENTS

Social Media for Business is Rising

TACTICS 2010 2013 (%)

Web 51% 86%Email 47% 65%

Search 38% 23%

Banner Ads 28% 22%

Social Media 27% Twitter 21% LinkedIn

!!77%

Blog 25% 52%

Source: Vocus and Inc. Magazine, Bredin Business Information, emarketer.com

ONLINE MARKETING TACTICS USED BY SMBs% OF RESPONDENTS

Social Media for Business is Rising

TACTICS 2010 2013

Web 51% 86%Email 47% 65%

Search 38% 23%

Banner Ads 28% 22%

Social Media 27% Twitter 21% LinkedIn

!77%

Blog 25% 52%

ONLINE MARKETING TACTICS USED BY SMBs% OF RESPONDENTS

Source: Vocus and Inc. Magazine, Bredin Business Information, emarketer.com

Business + Social = Win

71% of users of purchase products from the brand they follow online on social media

46%

of customers use social media to search for local businesses

15% of users prefer businesses with the information easily reached via social media

15%

of online users rely on social media before making purchase decisions

Source: Digital Sherpa & Nielsen

Using Social Media to Grow Business

We Asked our Customers:Q: What are your biggest challenges with Social Media?

Leveraging social to grow the business

2Managing time & resources3

Proving the ROI of social1

Growing their following & community

Increasing leads & website traffic

55% 47% Deliver marketing

& brand campaigns

21%

We Asked our Customers:Q: What are your Top 3 Goals this year with Social Media?

93% &of Business

owners

67%

“Social Media Strategy & How-To’s”

said…

We Asked our Customers:Q: What content do you seek?

of Social Media Managers

The Herschel Story

• 40 Staff • + 100 global sales reps

around the world • 10K followers on Twitter

which grew from only 6K in past 90 days

• Use HootSuite, Twitter & Promoted Tweets

• herschelsupply.com • @Herschelsupply

Herschel Today

Customer Service

BEFORE:

400 emails/day

9-5, Monday-Friday

3 day response time

1 customer service rep

Customer Service Via Twitter

AFTER:

Twitter is the primary channel for customer service

2 hour response time

Share customer service across team

EQUALS: Happier customers, stronger brand, better engagement

Customers were vocal on social about product fails. !Now Herschel can listen and respond instantly with their 1 year warranty

KEYS TO SUCCESS:

• Track customer sentiment via Twitter & HootSuite

• Respond quickly

• Retail branding – use killer photography & share it!

Bob’s Red Mill Natural Foods

• Build brand awareness by engaging with customers

• Showcase customer stories • Make sharing across

customers easy • Enable one-to-one

connection with the brand

Social Focus

• Share their own and user-generated content like recipes, videos and images

• Use social media channels and streams to act as a powerful customer service tool

• Use analytics to identify the most compelling messages and apply to future campaigns

How

“We use HootSuite for so many reasons...it allows incredible visibility, has powerful scheduling capabilities and team members to contribute to social profiles.”

Cassidy Stockton, Social Media Manager

ResultsFaster customer service response rates

Increased customer satisfaction

Increased brand sentiment

More compelling marketing campaigns

Over 140,000 Facebook Likes

Over 50,000 Twitter followers

Monitor social networks, respond fast

Use a dashboard to save time

Engage directly with customers

Encourage customers to share images & stories on social !Provide content that is human & relevant

Tips from our customers:

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HootSuite can help you grow!

blog.hootsuite.com/10-social-media-tips-for-small-business10 Social Media Marketing Tips for Small Business

blog.hootsuite.com/category/resources

Free Resources - 100’s of videos, webinars & more

blog.hootsuite.com/community-management-tip-brand-advocacy-program/

How to Build a Community of Followers

1

@hootsuite /hootsuite /company/hootsuite/+hootsuite

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Thank YouHave questions?

@jeanetteg @hootbusiness @hootsuite