Jenna lebel Social Media FTW Fall 2011
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Transcript of Jenna lebel Social Media FTW Fall 2011
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Social Media:The Good, The Bad,
and The Ugly
PRESENTED BY: LIKEABLE MEDIAJenna Lebel, Managing Director
@JennaL15
Tweet using #Likeable and #FTW2011 to enter to win a copy of Likeable Social Media!
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1) Social media is not free.
2) Social media will not bring you instant results.
3) Social media cannot make up for a bad product or service.
Warnings about Social Media
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The Good: Best Practices
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Listen First and Never Stop Listening
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It’s Not About You…
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It’s About Them!
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Find Your Voice
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Understand How It Works
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Be Timely
Be Likeable
Don’t Over-post
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Respond Quickly to all Bad Comments
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- Respond quickly and consistently
- Be proactive- Show you care- Help out however you can
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Respond to Good Comments too
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Be Authentic
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Share Stories (they are your social currency)
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Ask Questions!
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In a recent study, Likeable Media looked at Facebook posts that…
1. Pose a question or challenge directly to fans
2. Ask fans to “like” it
3. Announce winners of a Facebook-hosted contest or sweepstakes
4. Include “everything else” – all remaining status updates that didn't’t fit any of the above categories
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Likeable Media found the following…• In 100% of cases, engagement rates for posts that asked fans to “‘Like’ this” were up to 5.5 times (on average 2.7x) higher than those for other updates.
• In 9 out of 10 cases, status updates that posed a question directly to fans were 2-6 times as engaging as other updates.
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Integrate Social into the Entire Customer Experience (and compel your customers to be your first fans!)
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-Your strongest assets are customers, staff, partners, and vendors
-Incorporate “Like us on Facebook” and “Follow us on Twitter” to your websites, e-mails, business cards, and receipts
-Add social plug-ins to your website and blog
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Provide Value (Yes, for free!)
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Make the Most of Facebook Ads
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Admit When you Screw up, then Leverage your Mistakes
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Consistently Deliver Excitement, Surprise, & Delight
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Free meals, drinks
PopCorners Delivery Truck
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Online to offline
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Don’t Sell! Just Make it Easy & Compelling for Customers to Buy
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The Bad: Common Mistakes Brands Make
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Not Responding
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Being Overly Promotional
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Social Media is NOT Your Soap Box
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You Cannot Launch or Sustain Your Entire Business Via Social Media
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Social Media Affects More Than Just Your Marketing Department
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Results Will NOT Happen Overnight
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If these rules are too much to remember…
Listen!
Be Transparent!
Respond to Everyone!
Just Be Likeable!
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Thank You!