February 28, 2011 Social Media for Customer Service + Sales Obviouslee Marketing for CHEC
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February 28, 2011!
Social Media for ���Customer Service + Sales���Obviouslee Marketing for CHEC!
Why Are We Here?���
✤ Social Media 101!
✤ What is social media + why should you care?!
✤ Social Media + Sales!
✤ How does this relate to how you sell?!
✤ Social Media Demo!
✤ Case studies, tools, tips + guidelines!
Why Are You Here?���
✤ Beginners!
✤ Jump on the bandwagon!
✤ Intermediate!
✤ Learn new tools !
✤ Advanced!
✤ Manage, measure + master!
Jump on the bandwagon!���
Everyone Else is Drinking the Kool-Aid���
Platforms���
✤ social networks!
✤ professional networks!
✤ content sharing!
✤ microblogs!
✤ blogs!
✤ preference sharing!
✤ information feeds (RSS)!
Keep It Simple���
✤ LinkedIn!
✤ Twitter!
✤ Facebook!
✤ YouTube!
✤ Blogs!
Misconceptions���
Point Blank ���
Benefits vs. Risks���
Are You Still Listening?���
Think of social media as a blend of a contact database & !CRM system that feeds you with a stream of news & updates
about your clients & prospects!
Business cards are so 1990.!!
“When you link with people, like people, follow people, photo with people, “bump” with people, and tweet what is said, all of a sudden the business card becomes relatively irrelevant…and with this
exchange we receive 100 times more information than what could ever fit on a business card.” !!
– Jeffrey Gitomer!
Connect/network���
✤ Bonding + rapport!
✤ Find mutual connections!
✤ Social networking is no different than real networking - It’s just online!
✤ Go beyond email !
Find Prospects + Opportunities���
✤ Twitter searches!
✤ Find mutual connections !
✤ Think like your customer (their terms, pains, etc) !
✤ Search ideas: competitors, products, sales people; FAQs; influencers !
Discover What Prospects Care About���
✤ Pain !
✤ Listen! !
✤ A prospect who is listening is not a prospect at all!
✤ Get paid for the information you gather not for the information you give!
Get in Touch With Prospects���
✤ Pattern interrupt !
✤ Bypass the gatekeepers!
✤ Find the decision-maker!
Build Relationships With Prospects���
✤ Bonding + rapport: find out more about your prospects + clients!
✤ Gather info!
✤ People are probably using social media to find out more about you and your company, so keep that in mind and keep your information professional and relevant !
Be a Resource���
✤ Share links to industry news!
✤ Give advice!
✤ Answer questions!
Get Testimonials + Referrals���
✤ Collect testimonials and post online!
✤ Request testimonials (LinkedIn)!
✤ Use networks to find connections !
Customer Service���
✤ Customer satisfaction!
✤ Bad word-of-mouth gets handled!
✤ Increase customer lifetime value = more loyal customers that spread positive “word-of-mouth,” buy more and buy more often for longer periods of time!
Facebook���
Facebook Insights���
Social Media Advertising���
Social Media Management - HootSuite ���
Social Media Management - HootSuite���
Twitter Influence���www.hootsuite.com!
Most Popular Tweets���
Twitter���
Twitter Search���search.twitter.com!
Twitter Measurement���TweetReach – http://www.tweetreach.com
Flickr���
YouTube���
Blog���
Is Social Media a Fad?���
Questions?���[email protected] + [email protected] !
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