Social Minutes: Customer Engagement 20 minutes/day

Social Minutes
Customer Engagement 20 minutes/day

Wendy Soucie
25 years + experience
Certified social media consultant
Certified LinkedIn Trainer
Unique focus – business development, marketing, product development, Internet
B2B - manufacturing / professional service firms.
Unique focus - technical products, engineering, manufacturing, professional service
firms
Based in the Midwest with national reach

With the Internet comes a new reality
"The corporate homepage at Dell.com is not really the corporate
homepage. The homepage today is Google.“

Bob Pearson, Dell's man in charge of social media strategy

It took radio 38 years to reach 50 million users;
It took Facebook 2 years to reach 50 million users.

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More ways to connect to each other

Source: HubSpot

© Copyright 2003-2010 - Wendy Soucie Consulting LLC - Integrated Alliances - All Rights Reserved 3

Stop wondering what social media can do for you.

Find out by using it.

SocialMinutes.com… it’s a movement
© Copyright 2010 xeesm.com/wendysoucie | www.socialminutes.com - All Rights Reserved 4

Find out for yourself
• Why can't people explain
it to you?

• Spend time directly with
customers, partners and
market


1) First, find your customers in the social web

• If your customers and key
influencers are not at least
somewhat active in the
social web, you can relax.

Don't superficially look around and leave.


One way to start

1. Go to LinkedIn.com. Create an account (free),
you’ll need email/user name (use your real name).
2. Search for 50 of your customers by company name
3. If less than 50% of companies are not present or
companies are very small, use the contacts you
have instead.
4. Under the company listing - see who you know.
5. Try other sites. Some you can only look up by
name.


2) Get to know your clients

• What keeps your
customers busy.
• Learn what's on top of
their mind, hobby,
families, and more.
• Listen for mentions of you,
your product or service.

Are you getting ideas on being more helpful
and providing better service to them?

3) Track the profiles of your clients
• Create a spreadsheet with
name/url
• Make notes when you
visit
• Keep track of the number
of visits.
• Instead of a spreadsheet
use a social address book
like xeesm.com to keep
track

4) Visiting your clients
• Try to "visit" your
top customers daily.
• Get to know them,
leave a comment,
be helpful.
• Share industry news
• Did we say efficient?


5) Ask questions
• Look for groups,
discussions, Q&A
• Use it for your own
skills development.
• Ask how others they
use social media, buy
things, build things,
service customers, etc.


Quick break
• Notice that it's all about your
customers and conversations.
• What we didn’t ask:
– We didn't ask you to blog or
Tweet, grow friends, fans or
followers.
– We haven't suggested you do
a video clip or run a
"campaign.
– We didn't talk about SEO, RSS
or any technical social media
chatter.
• Walk - before you run.


6) What do you do now?
• You have found your
customers.
• Separate the conversations
into two major buckets:
– Problem
• Those who want a solution
• Those who are complaining or
attacking
– Excitement
• Those who are using and why
• Those already evangelizing
• This is the end to end
customer experience.


Start with a balance of three things


7) Start with listening

• Solve problems.
• Let everybody know that
you listen.
• Explore a solution with your
customers.
• Measure Website traffic
and links with bit.ly to see
what others find valuable

8) Amplify Excitement
• No excitement?

"Well, this product is pretty
good. It doesn't quite do what
the ad says but here is why I
decided to use it...”

• Amplify the conversation.
• Time to do more than just
listen

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© Copyright 2010 xeesm.com/wendysoucie | www.socialminutes.com - All
Rights Reserved

9) Connecting
• Time to get serious
• Make a well educated decision.
– NO - based on all your
experience
– GO - based on
• you know more about your clients
than you did before
• you have a better picture of social
conversation
• At this stage you will probably
engage your team –
– 20 Minutes a day
– An experienced person can visit
50 clients/hr

© Copyright 2010 xeesm.com/wendysoucie | www.socialminutes.com - All
17
Rights Reserved

We buy from people we know and trust

• Make comments on blogs
• Participate in a community or on a listserv
• Use the @ mention and re-tweet in Twitter
• Give recommendations in LinkedIn


Join the Social Minutes Initiative

• You don't have to be a
blogger or twitter rock star
to use social media to do
business

• 20 Minutes a day or week

• Be present in the web -
rather than just guessing
whether social media is
meaningful.


Invest 20 minutes a day for 2 weeks
• Take 50 of your current
customers/prospects
• Put them into a spreadsheet and
look them up in Facebook, LinkedIn,
Twitter
• Upload them into Xeesm.com (free
version)
• Visit each contact every other day
• Just respond to what you see

In two weeks you will KNOW what social media can
do for you and your customer.

In summary
• Social business is a reality
• Social media programs
are becoming part of a
new strategic business
mandate both b2b and
b2c
• Effective customer
relationships are core
• Employee engagement is
key


Connections
LinkedIn
Support our active group
Join our group Social Relationship Management

Facebook
Support our Facebook Page Social Minutes.

Twitter
We are on Twitter too @SocialMinutes


Local groups to learn more
Social Media Club Madison (in many cities)
•Twitter: @madisonsmc
•Facebook: Social Media Club of Madison
•LinkedIn: Social Media Club of Madison

Social Media Breakfast Madison (in many
cities)
•Twitter: @smbmad (#smbmad)
•Facebook:
http://www.facebook.com/socialmediabreakfastmadison
•LinkedIn: Social Media Breakfast Madison

Find clubs in Milwaukee, Greenbay and soon in LaCrosse
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Questions?

Happy trails to you

We provide:
Technical Product Expertise
Manufacturing experience
Social media assessments
Marketing best practices
Thought leadership strategies
Social media building blocks
Training on tools and strategy
Implementation help and coaching
Social web links: http://xeesm.com/wendysoucie

Network . Contribute . Participate 25

Strategic Alliances
• Wendy Soucie Consulting
– www.wendysoucie.com
• Founder/Principal
• Integrated Alliances
• Regional Executive Director – WI
• End Result Marketing
– www.endresultmarketing.com
• Social Media Strategist
• Social Media Academy
• Certified Social Media Consultant
• Founding Gold Member and Alumni
• Black Diamond Consultant
• Xeesm Business Partner - Wisconsin

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© Copyright 2009 Wendy Soucie Consulting LLC - All Rights Reserved

Social Minutes: Customer Engagement 20 minutes/day

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