Living Up to Your Brand PromiseSteve Boucher

Senior Director of Marketing & Communications

Southern New Hampshire University

One Thousand Times Over….

The Importance of a Promise

Social Media Promises Require Time

The StruggleAccording to the National Center for

Charitable Statistics, there were 7,767 non-profit organizations in the state of New Hampshire in 2010.

Each one of these organizations is fighting for the same piece of the charitable giving pie.

Those with the means to give are inundated with messaging from organizations seeking to grow and thrive.

The OpportunitySocial media provides an opportunity to

innovate and set your organization apart.

Where the Battle Will Be Won

Answering the Wake Up CallAccording to Social Bakers’ social customer

care analysis, social media properties monitored by brands were only answering about 30% of questions posed via social media in 2012.

In 2013, brands doubled their response rate to social questions to 62%. That represents a 143% year-over-year increase!

The Justification71% of consumers who experience a quick

and effective brand response on social media are likely to recommend that brand to others, compared to just 19% of customers who don’t receive a response. (NM Incite)

Fifteen Tips to Customer Service Success

1. Be Timely

The New Expectation51% of Facebook users expect a same-day

response.52% of Twitter users expect a response

within two hours.(Salesforce Desk)

2. Be Accurate

3. Be Open to Criticism & Act on It

4. Set Ground Rules

5. Don’t Censor

6. Be Transparent

7. Be Human

8. Feature Compelling Content

9. Amplify Your Message

10. Have a Plan

11. Take Reasonable Risks

12. Communicate Frequently (w/caveat)

13. It’s About Conversations

14. Ask Questions

15. Keep Your Promises

Thank You (Again)!