This document discusses how to build a successful cupcake brand through customer service. It emphasizes showing customers that you care through responsive and proactive communication across various channels. It highlights Foiled Cupcakes' attentive customer service and culture of caring, which led to positive reviews and strong year one sales and client list growth. The key is making customer service and relationships the top priority.
This document provides tips for marketing a Toastmasters club through various social media platforms and email. It recommends creating profiles and pages for the club on websites like Facebook, Twitter, Pinterest, and blogs to share photos, events and engage members. Consistent branding and regular posting of club information is emphasized across all channels to promote the club and drive people to the club website for more details.
The document provides social media tips for luxury travel agents. It recommends:
1) Focusing efforts on the top 1-2 social media sites clients use most rather than spreading efforts too thin across many sites.
2) Developing memorable, shareable content like educational articles, case studies, testimonials, photos, videos and humor to engage clients and make the agent's value proposition clear.
3) Leveraging tools like hashtags, contests and asking clients to tag and share photos to grow the agent's social media presence and turn clients into brand ambassadors.
Fanvibe is a platform that connects sports fans to their favorite teams. It allows fans to check-in to games, interact with other fans, earn prizes, and get personalized content from teams. Fanvibe fills a need since most fans never attend games in person and teams can only directly manage a small number of fan relationships. It provides value to teams and partners by helping generate additional revenue through reward-based purchases and higher conversion rates than other marketing platforms.
The document discusses why it is beneficial for retailers to have a likeable social media presence. It suggests that retailers should listen to customers, be responsive to their needs even in difficult situations with apologies and thanks, provide value through discounts and loyalty, share their brand story and inspire customer stories, surprise and delight customers, use social ads for targeting, compel rather than directly sell to customers, and measure ROI from social media efforts. Having a likeable presence on social can drive thousands of visitors, leads, and sales.
This document outlines the key elements of an effective content strategy for social media marketing. It discusses investing in social media to raise awareness and drive leads. The main components of a content strategy are timing, tone, consistency, engaging audiences with relevant content. Case studies of Likeable clients like Pendaflex and Entenmann's are also presented. The document encourages brands to provide regular, high-quality content and engage with audiences.
This document discusses how to build a successful cupcake brand through customer service. It emphasizes showing customers that you care through responsive and proactive communication across various channels. It highlights Foiled Cupcakes' attentive customer service and culture of caring, which led to positive reviews and strong year one sales and client list growth. The key is making customer service and relationships the top priority.
This document provides tips for marketing a Toastmasters club through various social media platforms and email. It recommends creating profiles and pages for the club on websites like Facebook, Twitter, Pinterest, and blogs to share photos, events and engage members. Consistent branding and regular posting of club information is emphasized across all channels to promote the club and drive people to the club website for more details.
The document provides social media tips for luxury travel agents. It recommends:
1) Focusing efforts on the top 1-2 social media sites clients use most rather than spreading efforts too thin across many sites.
2) Developing memorable, shareable content like educational articles, case studies, testimonials, photos, videos and humor to engage clients and make the agent's value proposition clear.
3) Leveraging tools like hashtags, contests and asking clients to tag and share photos to grow the agent's social media presence and turn clients into brand ambassadors.
Fanvibe is a platform that connects sports fans to their favorite teams. It allows fans to check-in to games, interact with other fans, earn prizes, and get personalized content from teams. Fanvibe fills a need since most fans never attend games in person and teams can only directly manage a small number of fan relationships. It provides value to teams and partners by helping generate additional revenue through reward-based purchases and higher conversion rates than other marketing platforms.
The document discusses why it is beneficial for retailers to have a likeable social media presence. It suggests that retailers should listen to customers, be responsive to their needs even in difficult situations with apologies and thanks, provide value through discounts and loyalty, share their brand story and inspire customer stories, surprise and delight customers, use social ads for targeting, compel rather than directly sell to customers, and measure ROI from social media efforts. Having a likeable presence on social can drive thousands of visitors, leads, and sales.
This document outlines the key elements of an effective content strategy for social media marketing. It discusses investing in social media to raise awareness and drive leads. The main components of a content strategy are timing, tone, consistency, engaging audiences with relevant content. Case studies of Likeable clients like Pendaflex and Entenmann's are also presented. The document encourages brands to provide regular, high-quality content and engage with audiences.
The document outlines 7 concepts for becoming more likeable according to Dave Kerpen, chairman and CEO of LikeableMedia and author of two books. The concepts are: 1) listen first and never stop listening, 2) responsiveness is not optional, 3) provide value for free, 4) every brand has a story to tell, 5) surprise and delight customers, 6) use social ads for better targeting and endorsements, and 7) don't sell but tell compelling stories. Kerpen emphasizes the importance of listening, responding, providing value, telling brand stories, surprising customers, and compelling stories over direct selling on social media.
How To Make Sure Your Brand Is Dressed To The NinesVerticalResponse
Special Guest: Jessica Berlin, Social Media Manager at American Eagle Outfitters
Managing the social presence for American Eagle Outfitters, Inc., a leading global specialty retailer with over 8 million Facebook fans, Jessica Berlin knows how to navigate the social retail space like few others do. She will share her insight into how to put your brand front and center and turn your customers into enthusiastic fans through engaging content.
Based on the book, Jab Jab Jab Right Hook by Gary Vaynerchuk, this simple strategy will help set you up for success. If you don't have Gary's book - get it! It's a great resource and what he says makes sense! It sits by my computer, it should sit by yours too!
The document discusses the differences between traditional marketing and content marketing on Facebook. It provides details on how Facebook ranks posts through its EdgeRank algorithm, which considers factors like the type of post, user engagement, and the relationship between the poster and audience. The document then lists several local Facebook pages and their number of fans. It ends by posing questions for a Facebook pages manager around monitoring the page, responding to posts, signing posts, handling spammy or controversial content, and resolving conflicts.
TBEX North America 2015: Fort Lauderdale Evelyn KanterTBEX
This document provides tips for bloggers on how to get reporters to call them for interviews in order to grow their blog. It recommends networking at conferences and local events, using resources that reporters use to find experts, writing articles for local publications, starting a local breakfast club, and contacting local radio stations and newspapers. It also provides advice on what to do during an interview, such as being brief, preparing key messages, stating your name and blog at the end, and following proper attire guidelines. The overall goal is to get media exposure that will increase page views and lead to more work opportunities.
5 Keys To Orchestrating ABM Plays To Connect With Your Key BuyersG3 Communications
Watch this #Bii17 webinar on demand here: http://dg-r.co/2ui1KII
As Account Based Marketing gets talked about more and more, it’s easy to get caught up in the hype.
Ten easy to implement ways to grow your online community. A thriving community offers you greater opportunities and be perceived as an influencer and expert in your field of expertise.
This document provides tips for a successful digital marketing strategy, including using various social media and content creation platforms. It recommends curating snackable content like contests on Instagram and Facebook to increase engagement. Travelers should be empowered as brand ambassadors by allowing them to take over social media accounts. Facebook Live is highlighted as an effective tool to share tips with a call to action. Specific strategies resulted in increased engagement, new bookings, and thousands of video views.
TBEX15 North America Fort Lauderdale Lauren & Kenin BassartTBEX
This document outlines a 7-step process for pitching sales opportunities to potential brand and destination partners: 1) Prepare by defining your brand and audience; 2) Make first contact; 3) Qualify partners by learning their needs; 4) Ask key questions to customize solutions; 5) Make the pitch by outlining offerings; 6) Negotiate to get approval, addressing any objections; 7) Fulfill commitments and maintain the relationship for future opportunities. The goal is to build long-term, mutually beneficial relationships through strategic selling and partnership.
The document discusses why social media marketing is important for real estate agents. It notes that less than 2% of people who see a social media post will engage with it. However, it argues that social media is still important because it is growing, particularly among adult users who do most of the home buying. The document provides tips on how real estate agents can use social media engagement strategies like questions, quotes and neighborhood-focused content to build connections rather than just make sales pitches. It emphasizes using social media to get people involved rather than just pushing sales.
This document provides 7 tips for keeping social media simple and seeing bigger business results. The tips include focusing social media efforts where target customers are active; maintaining a consistent brand and up-to-date profiles across networks; leveraging LinkedIn for business development and recruiting; using Facebook best practices like live videos and lookalike audiences; building rapport with key clients; creating and syndicating compelling content regularly; and using content to drive customers to a call to action. The document encourages taking action on social media audits and profile updates to improve efforts.
The document provides social media strategies and musts for travel agents. It recommends keeping social media presence simple by focusing on the top sites clients use. It stresses becoming unforgettable through educational, engaging content like case studies, testimonials, photos and videos. Specific content strategies suggested include highlighting an agent's value, using humor, and curating other relevant content. The document also recommends using Facebook Live videos regularly and getting travelers to promote an agent's brand on their own social media pages. In summary, it advises travel agents to focus social media efforts on the most important platforms and create memorable, value-driven content to engage clients.
Government Social Media Summit, Dubai 2012Dave Kerpen
The document is a slideshow presentation by Dave Kerpen, CEO of LikeableMedia and author of the book Likeable, given at the GCC Government Social Media Summit in Dubai in 2012. The presentation focuses on best practices for organizations to build likability and engage meaningfully on social media, including listening to customers, responding authentically in their own voice, showing appreciation, inspiring customer stories, surprising and delighting customers, using social ads for perfect targeting, and compelling customers rather than directly selling to them.
TBEX15 North America Fort Lauderdale Jessica WoodburyTBEX
This document discusses how to create content that builds trust with readers by focusing on their needs and goals. It emphasizes that helping readers through high-quality, relevant content will lead to returning readers, social shares, links from other sites, and higher search rankings, which can then be monetized through sponsored content, affiliate links, and other opportunities. The key is to add a step to the content creation process to evaluate whether each post will help readers.
Wok Express is a leading quick service restaurant in Mumbai that serves customized Asian food. It has over 10 locations across Mumbai. The document discusses Wok Express' marketing strategy, which focuses heavily on Facebook. It analyzes the company's competitors and target audiences. The rest of the document outlines recommendations around the company's website, content strategy, influencer marketing, and media planning.
Using Your Company's Social Media To Survive (And Even Thrive!) In tough Time...Mary Davies
Covid-19 poses so many challenges to businesses struggling to stay afloat in these uncertain times. In this session with SEJ's Social Media Manager Mary Davies, you will learn how to not just survive but rather thrive in tough times through building strong connections and long lasting relationships with your user base and customers. Using social media will be the focus of this session but many tips provided can easily be transferred and implemented on your website, email outreach campaigns and even brick and mortar storefronts.
This document outlines the internship program at Penske, including opportunities for interns to get involved in community service projects with organizations like the United Way and American Red Cross, social and networking events like tours of local businesses and weekly lunches, guest speakers from Penske's executive and HR teams, and training sessions on topics like managing priorities, workplace writing, and leading effective meetings. Interns are encouraged to provide feedback on the program and can direct any questions to the listed internship coordinators.
Racking up Facebook Likes looks great, but those Likes are useless unless they drive leads and sales. So how do you turn Facebook fans into paying customers?
Facebook partner and top social media thought leader Mari Smith reveals seven proven tactics for growing a fiercely loyal customer base on Facebook.
Buy A New Home in 2015 - Buyer presentationSriram L
This presentation outlines the process for buyers to find and purchase a new home. It discusses establishing a relationship with the agent, obtaining financing, searching for the right home based on features, location, size, condition and price, making an offer, going through the transaction process, and attending the closing. The agent's approach is to help buyers find the right home at the right price using their local knowledge and communication skills in regional and national languages.
How Brands Can Leverage Facebook's Timeline & Newest ChangesLikeable Media
The document discusses how brands can leverage changes to Facebook's Timeline and other features. It introduces the social media marketing agency Likeable, then covers topics like Timeline, private messaging, ads, admin insights, and core values. The remainder provides examples of how brands can tell stories, engage fans, and use new features like tabs, offers, and analytics. It emphasizes the ongoing importance of being a likeable brand through listening, responsiveness, and adding value for fans.
This document discusses top performing Facebook pages as voted by the social media marketing company Likeable. It provides examples of some top client pages and their engaging strategies like contests, apps, questions, and exclusive content. The document then gives recommendations for making organizations more likeable on Facebook, such as defining the target audience well, responding quickly to comments, being authentic and transparent, asking questions to drive engagement, and consistently providing excitement and value to customers.
The document outlines 7 concepts for becoming more likeable according to Dave Kerpen, chairman and CEO of LikeableMedia and author of two books. The concepts are: 1) listen first and never stop listening, 2) responsiveness is not optional, 3) provide value for free, 4) every brand has a story to tell, 5) surprise and delight customers, 6) use social ads for better targeting and endorsements, and 7) don't sell but tell compelling stories. Kerpen emphasizes the importance of listening, responding, providing value, telling brand stories, surprising customers, and compelling stories over direct selling on social media.
How To Make Sure Your Brand Is Dressed To The NinesVerticalResponse
Special Guest: Jessica Berlin, Social Media Manager at American Eagle Outfitters
Managing the social presence for American Eagle Outfitters, Inc., a leading global specialty retailer with over 8 million Facebook fans, Jessica Berlin knows how to navigate the social retail space like few others do. She will share her insight into how to put your brand front and center and turn your customers into enthusiastic fans through engaging content.
Based on the book, Jab Jab Jab Right Hook by Gary Vaynerchuk, this simple strategy will help set you up for success. If you don't have Gary's book - get it! It's a great resource and what he says makes sense! It sits by my computer, it should sit by yours too!
The document discusses the differences between traditional marketing and content marketing on Facebook. It provides details on how Facebook ranks posts through its EdgeRank algorithm, which considers factors like the type of post, user engagement, and the relationship between the poster and audience. The document then lists several local Facebook pages and their number of fans. It ends by posing questions for a Facebook pages manager around monitoring the page, responding to posts, signing posts, handling spammy or controversial content, and resolving conflicts.
TBEX North America 2015: Fort Lauderdale Evelyn KanterTBEX
This document provides tips for bloggers on how to get reporters to call them for interviews in order to grow their blog. It recommends networking at conferences and local events, using resources that reporters use to find experts, writing articles for local publications, starting a local breakfast club, and contacting local radio stations and newspapers. It also provides advice on what to do during an interview, such as being brief, preparing key messages, stating your name and blog at the end, and following proper attire guidelines. The overall goal is to get media exposure that will increase page views and lead to more work opportunities.
5 Keys To Orchestrating ABM Plays To Connect With Your Key BuyersG3 Communications
Watch this #Bii17 webinar on demand here: http://dg-r.co/2ui1KII
As Account Based Marketing gets talked about more and more, it’s easy to get caught up in the hype.
Ten easy to implement ways to grow your online community. A thriving community offers you greater opportunities and be perceived as an influencer and expert in your field of expertise.
This document provides tips for a successful digital marketing strategy, including using various social media and content creation platforms. It recommends curating snackable content like contests on Instagram and Facebook to increase engagement. Travelers should be empowered as brand ambassadors by allowing them to take over social media accounts. Facebook Live is highlighted as an effective tool to share tips with a call to action. Specific strategies resulted in increased engagement, new bookings, and thousands of video views.
TBEX15 North America Fort Lauderdale Lauren & Kenin BassartTBEX
This document outlines a 7-step process for pitching sales opportunities to potential brand and destination partners: 1) Prepare by defining your brand and audience; 2) Make first contact; 3) Qualify partners by learning their needs; 4) Ask key questions to customize solutions; 5) Make the pitch by outlining offerings; 6) Negotiate to get approval, addressing any objections; 7) Fulfill commitments and maintain the relationship for future opportunities. The goal is to build long-term, mutually beneficial relationships through strategic selling and partnership.
The document discusses why social media marketing is important for real estate agents. It notes that less than 2% of people who see a social media post will engage with it. However, it argues that social media is still important because it is growing, particularly among adult users who do most of the home buying. The document provides tips on how real estate agents can use social media engagement strategies like questions, quotes and neighborhood-focused content to build connections rather than just make sales pitches. It emphasizes using social media to get people involved rather than just pushing sales.
This document provides 7 tips for keeping social media simple and seeing bigger business results. The tips include focusing social media efforts where target customers are active; maintaining a consistent brand and up-to-date profiles across networks; leveraging LinkedIn for business development and recruiting; using Facebook best practices like live videos and lookalike audiences; building rapport with key clients; creating and syndicating compelling content regularly; and using content to drive customers to a call to action. The document encourages taking action on social media audits and profile updates to improve efforts.
The document provides social media strategies and musts for travel agents. It recommends keeping social media presence simple by focusing on the top sites clients use. It stresses becoming unforgettable through educational, engaging content like case studies, testimonials, photos and videos. Specific content strategies suggested include highlighting an agent's value, using humor, and curating other relevant content. The document also recommends using Facebook Live videos regularly and getting travelers to promote an agent's brand on their own social media pages. In summary, it advises travel agents to focus social media efforts on the most important platforms and create memorable, value-driven content to engage clients.
Government Social Media Summit, Dubai 2012Dave Kerpen
The document is a slideshow presentation by Dave Kerpen, CEO of LikeableMedia and author of the book Likeable, given at the GCC Government Social Media Summit in Dubai in 2012. The presentation focuses on best practices for organizations to build likability and engage meaningfully on social media, including listening to customers, responding authentically in their own voice, showing appreciation, inspiring customer stories, surprising and delighting customers, using social ads for perfect targeting, and compelling customers rather than directly selling to them.
TBEX15 North America Fort Lauderdale Jessica WoodburyTBEX
This document discusses how to create content that builds trust with readers by focusing on their needs and goals. It emphasizes that helping readers through high-quality, relevant content will lead to returning readers, social shares, links from other sites, and higher search rankings, which can then be monetized through sponsored content, affiliate links, and other opportunities. The key is to add a step to the content creation process to evaluate whether each post will help readers.
Wok Express is a leading quick service restaurant in Mumbai that serves customized Asian food. It has over 10 locations across Mumbai. The document discusses Wok Express' marketing strategy, which focuses heavily on Facebook. It analyzes the company's competitors and target audiences. The rest of the document outlines recommendations around the company's website, content strategy, influencer marketing, and media planning.
Using Your Company's Social Media To Survive (And Even Thrive!) In tough Time...Mary Davies
Covid-19 poses so many challenges to businesses struggling to stay afloat in these uncertain times. In this session with SEJ's Social Media Manager Mary Davies, you will learn how to not just survive but rather thrive in tough times through building strong connections and long lasting relationships with your user base and customers. Using social media will be the focus of this session but many tips provided can easily be transferred and implemented on your website, email outreach campaigns and even brick and mortar storefronts.
This document outlines the internship program at Penske, including opportunities for interns to get involved in community service projects with organizations like the United Way and American Red Cross, social and networking events like tours of local businesses and weekly lunches, guest speakers from Penske's executive and HR teams, and training sessions on topics like managing priorities, workplace writing, and leading effective meetings. Interns are encouraged to provide feedback on the program and can direct any questions to the listed internship coordinators.
Racking up Facebook Likes looks great, but those Likes are useless unless they drive leads and sales. So how do you turn Facebook fans into paying customers?
Facebook partner and top social media thought leader Mari Smith reveals seven proven tactics for growing a fiercely loyal customer base on Facebook.
Buy A New Home in 2015 - Buyer presentationSriram L
This presentation outlines the process for buyers to find and purchase a new home. It discusses establishing a relationship with the agent, obtaining financing, searching for the right home based on features, location, size, condition and price, making an offer, going through the transaction process, and attending the closing. The agent's approach is to help buyers find the right home at the right price using their local knowledge and communication skills in regional and national languages.
How Brands Can Leverage Facebook's Timeline & Newest ChangesLikeable Media
The document discusses how brands can leverage changes to Facebook's Timeline and other features. It introduces the social media marketing agency Likeable, then covers topics like Timeline, private messaging, ads, admin insights, and core values. The remainder provides examples of how brands can tell stories, engage fans, and use new features like tabs, offers, and analytics. It emphasizes the ongoing importance of being a likeable brand through listening, responsiveness, and adding value for fans.
This document discusses top performing Facebook pages as voted by the social media marketing company Likeable. It provides examples of some top client pages and their engaging strategies like contests, apps, questions, and exclusive content. The document then gives recommendations for making organizations more likeable on Facebook, such as defining the target audience well, responding quickly to comments, being authentic and transparent, asking questions to drive engagement, and consistently providing excitement and value to customers.
Likeable Company is a social media marketing firm that helps clients build a presence on platforms like Facebook. The document discusses statistics on social media usage and provides examples of top performing client Facebook pages. It emphasizes that word-of-mouth remains important and social media allows brands to leverage online "friends" to amplify their message.
Build Your Social Strategy in 30 Minutes - WOMM-ULikeable Media
This document provides guidance on building a social media strategy in 30 minutes. It outlines key parts of a strategy, including building a community, establishing goals and metrics, crafting customer experience, and taking social media to the next level. As an example, it shows how to build a strategy for a wine and beer community by defining the who, what, where, when, why and how. The strategy is then broken down into listening to customers, setting goals and metrics, engaging the community through content and more.
Shut Up and Listen: How Listening Will Earn Your Brand More Money Than Talkin...Carrie Kerpen
Companies have always struggled with how to listen at scale. Before social media, you could really listen to only one person at a time. Now, organizations can listen to hundreds, thousands and millions of people at once. Your prospects and customers are on Twitter, Facebook, LinkedIn and other social networks. It's your responsibility to find them, listen to them and engage with them. In this can't miss presentation, Carrie Kerpen shares challenges and tips that focus on better listening that will help transform how you communicate with your clients, competitors, consumers and employees.
It is better to be an expert than say you are one. Images by Kris Klop: http://clearskyphotography.com/ Created by Bruce Kasanoff. I help clients be clear, credible and compelling. Please follow me on LinkedIn http://www.linkedin.com/influencer/36792 or visit http://www.kasanoff.com
Lessons Learned From The Top 40 Facebook PagesLikeable Media
This document discusses lessons learned from analyzing the top 40 Facebook pages as voted by the social media agency Likeable. It provides examples of 20 client pages of Likeable and their engaging practices, such as using contests and customer stories. It then lists the overall top 40 pages, including those of Pretzel Crisps, Dove, and Modern Family. The pages are praised for practices like providing value to fans through recipes and clips from TV shows.
How to Successfully Tackle the Many Roles of the Social Media ManagerLikeable Media
This document provides an overview of how to successfully manage multiple social media roles. It discusses why investing in your online community is important, outlines key roles including customer service representative, entertainer, teacher, host, and salesperson. It then offers tips on using time-saving tools to effectively juggle these roles and presents case studies of how different brands have tackled social media.
Gamification in 2012: Trends in Consumer and Enterprise Markets with MetricsWanda Meloni
M2 Research is a market advisory company focused on emerging trends in entertainment, tools and technologies. We provide in depth coverage on mobile, social, demographics, non-gaming applications. Visit us at www.m2research.com.
Lessons Learned From The 40 Most Likeable Brands on Twitter, Pinterest, Insta...Likeable Media
This document outlines key lessons from the 40 most likeable brands on social media platforms Twitter, Pinterest, Instagram, and YouTube. It introduces Likeable, a company that helps clients with social media, and shares insights and best practices from top performing brands on each platform. These include engaging customers, sharing quality content, and humanizing the brand. It concludes with announcing an upcoming webinar and providing contact information.
The (Im)possible Role of the Social Media ManagerCarrie Kerpen
Your social media team is falling short -- and it's not their fault. It's time to reevaluate your business objectives and SPARK across departments. Learn how to create a Social Media Forum that staffs for success.
The document discusses the difference between metrics and key performance indicators (KPIs). It states that a KPI is a specific type of metric that is important for measuring organizational goals, is decided by management, and leads to action. The document provides examples of online marketing KPIs such as ad click-through rate, cost per new subscriber, web customer interactions, and look-to-book ratio. It emphasizes that developing the right KPIs is important for maximizing organizational performance.
LinkedIn has acquired SlideShare, the world's largest professional content sharing network. With over 161 million members and 107 million monthly unique visitors, LinkedIn will explore ways to integrate SlideShare's professional presentations and insights with LinkedIn's social network for professionals. The acquisition will connect people through sharing content and discovering professionals from across the expanding knowledge network on the professional web.
Congratulations Graduate! Eleven Reasons Why I Will Never Hire You.Mark O'Toole
Over the past 20 years, I’ve been in hiring roles and have received thousands of resumes from new college graduates. I’ve interviewed many for real jobs and done my share of informational interviews. Sometimes I’ve hired people into entry-level positions. More often though, I haven’t.
Those who did not get the job were sometimes just not the right fit. Other times, they were trumped by a more impressive candidate or victim to some other random event mostly out of their control.
Too many had the background to make the cut or at least garner a second interview. But disastrous interviewing skills brought you down.
Here are my top reasons why I will never hire you.
This report presents all the key statistics, data and behavioural indicators for social, digital and mobile channels around the world. Alongside regional pictures that capture the stats for every nation on Earth, we also present in-depth analyses for 24 of the world's largest economies: Argentina, Australia, Brazile, Canada, China, France, Germany, India, Indonesia, Italy, Japan, Mexico, Nigeria, Poland, Russia, Saudi Arabia, Singapore, South Africa, South Korea, Turkey, Thailand, the UAE, the UK, and the USA. For other reports in this series, please visit http://wearesocial.sg/tag/sdmw
What Would Steve Do? 10 Lessons from the World's Most Captivating PresentersHubSpot
The document provides 10 tips for creating captivating presentations based on lessons from famous presenters like Steve Jobs, Scott Harrison, and Gary Vaynerchuk. The tips include crafting an emotional story with a beginning, middle, and end; creating slides that answer why the audience should care, how it will improve their lives, and what they must do; using simple language without jargon; using metaphors; ditching bullet points; showing rather than just telling through images; rehearsing extensively; and that excellence requires hard work with no shortcuts.
Social Media Success for Small Businesses Likeable Media
This document provides an overview of social media success strategies for small businesses. It discusses choosing social networks like Facebook, Twitter, and Yelp and making the most of limited time through tools and consistent content publishing. The presentation covers Facebook advertising, integrating online and offline efforts, social media best practices and case studies. Attendees are encouraged to ask questions and free resources are provided.
WOM Crash Course: How To Be Amazing In Social MediaDave Kerpen
The document is a slideshow presentation by Dave Kerpen, CEO of LikeableMedia, about how to be amazing on social media. Some of the key points made in the presentation include that social media requires effort and will not provide instant results, transparency and engagement with customers cannot be mechanical but requires understanding customers, and brands should tell their story and inspire customers to share their experiences to build their social currency. The presentation emphasizes listening to customers, responding to all, and providing value and surprises to delight loyal fans.
Learn why this presentation (all new for 2014) is one of the National DMA’s top 5 “Back by Popular Demand” presentations the last 4 years running….
Do you know…The 9 Immutable Laws of Social Media Marketing?
Do you manage… The 8 stages of Social Media Engagement (and disengagement)?
What is… The State of Social Media Marketing 2014?
Details:
To be successful in social media marketing one must understand the rules. These 9 laws provide context for what to both expect via Social Marketing and how to engage, build an engaged fan base and also drive sales.
Social Media is getting more fragmented and its becoming harder to engage. Get the ammunition you need to engage fans and drive social media ROI in 2014!
Unique case studies will be presented as an example of how to successfully use the 9 laws…
In this informative session Jim Gilbert, author for ROI Magazine, President of the FDMA and former direct marketing professor will take you through example packed case studies including how The Fresh Diet went from 94 fans to 60,000 likes, and their secrets for driving engagement, FANaticism and sales.
A Local Business Bootcamp: 5 Concepts for Social SuccessLikeable Local
As a small business, your online presence is important, but have you ever thought your business lacked the special skills to really shine online? Don't worry, Likeable Local and SMT are here to help. Get your digital ducks in a row by keeping up with the latest trends to better your business with Likeable Local CEO and NYTimes Bestselling author, Dave Kerpen.
A Local Business Bootcamp: 5 Concepts for Social SuccessDave Kerpen
As a small business, your online presence is important, but have you ever thought your business lacked the special skills to really shine online? Don't worry, Likeable Local and SMT are here to help. Get your digital ducks in a row by keeping up with the latest trends to better your business with Likeable Local CEO and NYTimes Bestselling author, Dave Kerpen.
The Brand of YOU: Using Social Media & Building Your Online Reputation Erica Campbell Byrum
It’s inescapable - you are CEO of the brand called YOU. You need a masterful online persona that represents your brand professionally and consistently. Consumers searching for real estate online are your best conversion-ready prospects. Since the first thing anyone will do when they hear your name is head over to Google, everyone needs to pay attention to, and carefully manage their online identities. Learn from Homes.com on how to optimize your online presence, use social media effectively and maximize your leads.
8 Ways To Determine If Your Brand Is LikeableLikeable Media
This document outlines 8 ways for brands to determine if they are likeable. It discusses that likeability leads to brands being more memorable, chosen, and positively perceived. The 8 ways include listening beyond owned communities, changing attitudes, creating compelling content, rewarding conversation, setting speed goals for responses, responding to both positive and negative feedback, investing in growth, and incentivizing growth. Likeable brands experience benefits such as more repeat customers, higher profits, larger reach, and happier employees.
Helen Todd, CEO of Sociality Squared, and Chris Thorton, Chief Marketing Officer of Definition 6, spoke about the importance of visual marketing at Social Media Week 2013.
9 Likeable Strategies for Facebook SuccessDave Kerpen
The document outlines 9 strategies for Facebook success as presented by Dave Kerpen, CEO of LikeableMedia. The strategies include being responsive to customers, thinking like the consumer, developing an authentic voice, providing value through discounts and free content, telling your brand's story, inspiring customer stories, viewing mistakes as opportunities, using targeted social ads, and soliciting feedback. The presentation encourages developing loyalty through high value content and customer engagement.
This document summarizes a presentation given by James Gilbert on social media laws and best practices. Some key points include:
1. Engagement is key to building trust and relationships with customers on social media. The deeper the engagement, the deeper the bond customers feel with a brand.
2. Using multiple social media channels can drive more revenue as it increases the chances customers will interact with a brand across platforms.
3. Spending time building relationships across channels through engaging content can turn customers into brand advocates who promote the brand to their own networks.
4. An active social media presence can boost search engine rankings and drive organic search traffic to a website.
Social media has changed communication methods but not fundamental marketing needs. It levels the playing field through low cost but must target interests, activities, and opinions. Key platforms include blogs, Facebook, Twitter, and business networks. Content should address client problems and follow best practices like positive messaging and brevity. Measurement of results is important to determine if social media is achieving marketing goals.
Noisy Little Monkey Social Media Training Bristol June 2017Natasha Baldwin
This document provides an overview of content strategies for social media marketing. It introduces personas for key target audiences including "Gadget Dad" and "Multi-tasking Mum". It emphasizes understanding audience goals and challenges to create relevant content. Various content types are outlined such as how-to guides, lists, opinions, and interviews. Seasonal and evergreen content is also discussed. Images, headlines, and trigger words are highlighted as important elements for engaging audiences. The document stresses measuring goals and testing content to refine strategies. It also provides tips for dealing with negativity and crisis management on social media.
Why It Pays for Retailers to Be #LikeableDave Kerpen
The document discusses why it pays for retailers to be likeable on social media. It argues that retailers should listen to customers, be responsive, engage meaningfully rather than mechanically, apologize and say thank you. Retailers should provide value to customers through discounts and rewards to inspire loyalty. They should tell their brand story and inspire customers to share their stories. Surprising and delighting customers through social ads allows perfect targeting without direct selling. Being likeable on social media can drive website visitors and sales from platforms like Pinterest and redeemable codes from platforms like Facebook and Twitter. The document ends by soliciting feedback on measuring social media ROI.
Social Media Networking for Wine Marketing - 2013 Texas Wine and Grape Grower...krischislett
A 1 hour presentation I gave at the 2013 Texas Wine and Grape Growers Association on the relevance/ROI of social media, specifically targeted towards wineries and wine brands. Contact me for more info: Kris Chislett: kris@krischislett.com
From Instagram to Facebook and Pinterest to Twitter, these slides cover off all you ever needed to know about social media and form part of our in-house Social Media Training.
The document provides 9 ways for businesses to light up their digital marketing. It discusses focusing social media efforts by targeting specific demographics on key platforms like Facebook, Instagram, etc. It emphasizes creating consistent online profiles, getting positive reviews, using video to engage customers, and humanizing the brand. The document also stresses turning clients into brand advocates by training them to post referrals on social media. The overall message is that businesses should focus their digital efforts, create engaging content, and leverage customer relationships to strengthen their online presence and drive referrals.
Scotland & the Social Media Problem with BusinessCraig McGill
Presentation given to students at Stirling University about the challenges they face in Scotland about getting companies to adopt social media. More information on the event can be found at http://bit.ly/9ISbV7
Social Media Audience and Community EngagementMelissaFach
This document provides tips and strategies for social and community engagement. It emphasizes the importance of consistency in brand messaging and having a cohesive team to respond to users. It also discusses how to effectively engage communities, handle crises and negativity, and choose appropriate social media platforms for customer service. Tips include validating users' feelings, addressing issues offline if possible, and representing the brand respectfully.
You have a story to tell. But do you have the right people telling it?
Does it feel like it's tough to break through these days? Competition is everywhere. Content is everywhere. How does your business stand out?
That's why so many businesses are turning to industry and citizen influencers to help spread the message. But the best ways to do influencer marketing aren't well established (yet).
Let's change that.
Jay Baer is the #1 most retweeted person in the world among digital marketers.
How to Crowdsource Content From Your AdvocatesUberflip
As the demand for content grows, marketers are faced with a huge challenge: how can you consistently more create high-quality content that the right people actually engage with, convert on and share? You can't do it alone. You need help.
In this B2B Content Hacks session, you’ll learn why and how your company's advocates must be a critical component of your content marketing strategy, from ideation to creation to distribution.
Semelhante a The Business Value and the Five A+ Attributes Of An Amazing Community Manager (20)
Pokémon Go is an augmented reality mobile app, and the game has launched and grown at phenomenal rates. Pokémon Go is already on more than twice as many phones as Tinder, has twice the engagement rates of Snapchat and Instagram, and already has a higher percentage of daily active users than Twitter.
Businesses with a physical location can stand to make real money leveraging this virtual game that has hordes of people outside playing every day and night.
Mallorie discusses 5 social media trends from 2015 and their implications for branding strategies: 1) Driving traffic off social media sites by owning your online presence rather than relying on third parties; 2) Growing attention spans allowing for long-form content; 3) Prioritizing high-quality brand content over products; 4) The rise of disappearing media like Snapchat; and 5) Consumers expecting real-time brand responses. She provides tips for capitalizing on these trends such as creating blogs, testing microsites, focusing on user-generated content, and streamlining response processes. Mallorie predicts more Facebook advertising, a focus on Gen C over Gen Y, widespread multimedia creation, and ad platforms improving to match Facebook's capabilities
Shut Up and Listen Webinar: How Listening Will Earn Your Brand More Money Tha...Likeable Media
The document discusses how listening to customers on social media can earn brands more money than talking. It provides examples of brands like Lululemon, Kryptonite Locks, and United Airlines that ignored customer complaints on social media and saw negative financial impacts. Meanwhile, brands that actively listen to customer feedback on social media through initiatives like surveys can gain valuable insights, prevent crises, improve products and customer service, and increase customer spending on their brand by 20-40%. The key message is that listening to customers, rather than just talking at them, is important for building brand reputation and loyalty online.
There's Life Beyond Facebook: Big Brands On Small NetworksLikeable Media
Since brands across the globe are using Facebook and Twitter regularly, and networks like Pinterest, Vine, and Instagram are all gaining steam, it’s worth looking at brands that act as “early adopters,” those that push forward and hop onto emerging, niche networks. While large networks have the user numbers, smaller networks often have added benefits that can’t be matched. In this can't miss webinar, Carrie Kerpen highlights some examples of big brands benefiting from smaller networks.
Your Guide To Social Advertising For The Holiday SeasonLikeable Media
Tim Bosch, Director of Media Planning and Buying of Likeable Media, discusses the benefits of Facebook Page post ads, conversion tracking, and graph search for discovering new Facebook ad targeting.
This webinar will outline the current state of social advertising, tips on effectively managing your Facebook advertising campaigns, and how ads will help your business to obtain better ROI this holiday season.
The Most Likeable Senior Executives OnlineLikeable Media
Did you know that 68% of CEOs have absolutely no social presence? In this can't miss webinar, Carrie Kerpen, CEO of Likeable Media, is recognizing the Senior Executives who understand social media. Learn what it means to be likeable and find out who made our list of The Top 10 Most Likeable Senior Executives Online.
With the rise of social media outlets like Vine, Snapchat and Tumblr, there's a clear evolution toward content that is more and more short-form. Longer videos and blogs are being replaced with six-second clips, short GIFs and 140-character quips.
This 90-minute webinar for those working with social media will discuss how to adapt to the always-changing digital world, with emphasis on a few effective practices for making content shorter and more engaging. It will provide examples of brands that have done so and discuss why they've been so successful.
Video content has become increasingly popular on social media platforms, with users preferring to watch videos over reading text updates. Being first to share information or breaking news on social media is valued over having the best quality content. Brands are focusing more on creating engaging, shareable content that builds their image and spreads organically through social networks rather than traditional advertising. Mobile access to social media has become ubiquitous, changing user behaviors and expectations. Social media continues to evolve rapidly, blending entertainment and information in new ways.
The Future of Social Media Is In Your PocketLikeable Media
The document discusses how social media use has increasingly moved to mobile devices, with over half of users accessing social media on their phones. It notes that mobile use of platforms like Facebook and Twitter has significantly grown across all age groups. The document provides advice for businesses on how to leverage mobile and create engaging rich media content for various social media networks.
The (Im)possible Role of the Social Media ManagerLikeable Media
Your social media team is falling short -- and it's not their fault. It's time to reevaluate your business objectives and SPARK across departments. Learn how to create a Social Media Forum that staffs for success.
Best Practices for Creating Engaging Social Media ContentLikeable Media
The document discusses best practices for content creation and social media engagement. It provides tips for developing a content strategy including posting engaging, consistent content across various platforms like Facebook and Twitter at optimal times. The recommendations also cover content formats, hashtags, images, videos, and engaging audiences through responses and calls to action.
This document outlines a presentation by Serena Goldberg and Jenna Lebel of Likeable Media on measuring social media return on investment (ROI) in 7 easy steps. It introduces the presenters and Likeable Media. The presentation defines social ROI, discusses why marketers have trouble measuring it, and provides dos and don'ts for social ROI. It then walks through the 7 steps to calculate social ROI using a case study of a Likeable Media client as an example. The document concludes with asking for questions and providing additional information about Likeable Media and an upcoming book.
Why Dentists Should Use Facebook To Become More Likeable And ProfitableLikeable Media
This document summarizes the value of using Facebook to promote a dental practice. It discusses how dentists can reach new patients and stay top of mind by updating their Facebook page with office news and engaging in conversations. Building relationships on Facebook allows dentists to get to know patients outside of the office. The document promotes a service called Likeable Dentists that helps dental practices succeed on Facebook through patient ambassador marketing kits, targeted Facebook ad campaigns, content creation and management, and request forms. Practices can pay $1,800 annually or $189 per month to access these services.
How Strategic Promotions Can Positively Impact Your BrandLikeable Media
This document summarizes a webinar about strategic promotions and how they can positively impact brands. It introduces the presenters and provides an overview of the topics to be covered, including the evolution of promotions, why they are important, types of promotions like sweepstakes and contests, how to measure ROI, tips for success, and case studies. The webinar aims to provide strategies and best practices for using promotions to engage customers, drive sales and awareness, and show the business value of promotional campaigns.
Effective Email Marketing presented by Cara Friedman of Likeable Media. Email marketing is still an effective way to reach customers while integrating with social media efforts. Email has a high ROI and is the most powerful advertising channel according to marketing executives. The presentation covered topics like likeable design with templates, fonts, colors and mobile optimization; likeable content including curating existing content, unique content, calls to action and easy reading; choosing email platforms; increasing email impact through timing and sharing; and analyzing email marketing analytics. Custom training is also available from Likeable.
This document outlines key takeaways from the Likeable U conference. It includes 10 short quotes or lessons from speakers at the event about social media best practices. Some of the topics covered are the importance of writing and engaging content, understanding your community, using video, being transparent when failures occur, and measuring ROI from social media efforts. The document encourages attendees to register for future Likeable events and community college courses to continue learning about social media strategies.
Likeable U: How #Museums Use #Niche Networks For Content MarketingLikeable Media
Museums are using niche social networks like Tumblr, Pinterest, and Flickr for content marketing. The document discusses how the American Museum of Natural History (AMNH) uses Tumblr to share photos and engage a passionate community, gaining over 16,000 followers in one year. It also discusses how the Metropolitan Museum uses Pinterest to share its collection of 5,000 years of art thematically and how objects are selected by type or motif. Both museums have found success reaching new audiences on these niche networks.
Likeable U: From Likeable to Loveable by Reggie BradfordLikeable Media
This document discusses the evolution of the community manager role from moderator to social coach. It outlines 5 virtues of an effective community manager: involvement, content creation, customer service, analytics reporting, and engagement strategy. The document also provides statistics on social media usage and time spent on networks. It highlights the need for community managers to drive engagement and measurement across global and local platforms through strategic social game plans and moderation efficiencies.
Likeable U: Social Media Is Not Marketing by Dan KimLikeable Media
Social media is driven by consumers and their social interactions, not by brands or marketing. It should not be seen as just another marketing channel but rather as a new social paradigm. Brands can participate by authentically contributing useful content like photographs to create meaningful social activity, which can then help drive related marketing initiatives.
Likeable U: Running the Gauntlet by Jeffrey HayzlettLikeable Media
This document discusses driving change and being an agent of change. It begins by warning naysayers and obstructionists that change agents will beat them. It says change for its own sake is bad, but change in the right direction is good. It identifies leaders and "clock changers" as types of change agents. It lists assets of change agents like being problem solvers. It identifies five reasons organizations fail to drive needed change: fear, tension, being too radical, risk avoidance, and unfulfilled promises. It discusses the customer-performer relationship and the four phases of an action cycle: offer, agreement, performance, and delivery/acceptance. It encourages the reader to drive change everyday, create competition and tension, change
This presentation was provided by Steph Pollock of The American Psychological Association’s Journals Program, and Damita Snow, of The American Society of Civil Engineers (ASCE), for the initial session of NISO's 2024 Training Series "DEIA in the Scholarly Landscape." Session One: 'Setting Expectations: a DEIA Primer,' was held June 6, 2024.
How to Setup Warehouse & Location in Odoo 17 InventoryCeline George
In this slide, we'll explore how to set up warehouses and locations in Odoo 17 Inventory. This will help us manage our stock effectively, track inventory levels, and streamline warehouse operations.
This presentation includes basic of PCOS their pathology and treatment and also Ayurveda correlation of PCOS and Ayurvedic line of treatment mentioned in classics.
How to Manage Your Lost Opportunities in Odoo 17 CRMCeline George
Odoo 17 CRM allows us to track why we lose sales opportunities with "Lost Reasons." This helps analyze our sales process and identify areas for improvement. Here's how to configure lost reasons in Odoo 17 CRM
Beyond Degrees - Empowering the Workforce in the Context of Skills-First.pptxEduSkills OECD
Iván Bornacelly, Policy Analyst at the OECD Centre for Skills, OECD, presents at the webinar 'Tackling job market gaps with a skills-first approach' on 12 June 2024
Leveraging Generative AI to Drive Nonprofit InnovationTechSoup
In this webinar, participants learned how to utilize Generative AI to streamline operations and elevate member engagement. Amazon Web Service experts provided a customer specific use cases and dived into low/no-code tools that are quick and easy to deploy through Amazon Web Service (AWS.)
How to Make a Field Mandatory in Odoo 17Celine George
In Odoo, making a field required can be done through both Python code and XML views. When you set the required attribute to True in Python code, it makes the field required across all views where it's used. Conversely, when you set the required attribute in XML views, it makes the field required only in the context of that particular view.
The Business Value and the Five A+ Attributes Of An Amazing Community Manager
1. The Business Value and the
Five A+ Attributes Of An
Amazing Community Manager
Presented by Dave Kerpen
#likeable
http://slideshare.net/likeable
2. Have a Question?
• Tweet questions to @LikeableCC or using the
hashtag #likeable
• Ask questions on our Facebook page at
fb.com/likeablecc
• Use the chat bar in GoToWebinar to ask
questions!
#likeable
3. Agenda
• Why Invest In Community Management?
• 10 Ways Community Management Can Add
Value To Your Business
• 5 A+ Attributes Of An Amazing Community
Manager
#likeable
34. 5 A+ Attributes For an Amazing
Community Manager
• Analytical
• Aware
• Alert
• Authentic
• Adaptable
#likeable
35. Analytical
• Where does your community live?
• Who is your audience?
• What are your goals and how will you achieve
them?
• How can you learn from the community?
#likeable
39. Aware
• Are you pro-actively joining conversations with
your community members?
• Do you have the appropriate resources
allocated to deal with priority community
engagement?
• Are prepared to service the needs of the
community?
#likeable
42. Alert
• Are you listening to the community
• Are you responding to their comments?
• Are you actively engaging and reacting to
community sentiment?
#likeable
45. Authentic
• Do you have a clear understanding of the
brand voice and tone?
• Do you provide relevant content or thought
leadership on topics related to your brand?
• Do you authentically build relationships with
your customers and community members?
#likeable
51. Are you A+?
Analytical
Aware
Alert
Authentic
Adaptable
#likeable
52. Need Help?
• For info on social media training for
your community manager contact
Gaby at gaby@likeable.com
• For info about social media
execution for your brand contact
Carrie at carriet@likeable.com
• Email TODAY and get a free copy of
Likeable Social Media
57. Contact Us/Thanks!/Grand Prize
• Email TODAY and get a free copy of
Likeable Social Media!
• Carrie Tylawsky - carriet@likeable.com
• Gaby Piazza – gaby@likeable.com
#likeable
Notas do Editor
1. Social media has the power to raise brand awareness, increase customer retention, drive leads and meet your organization’s business goals to result in a direct ROI 2. You have the ability to control, moderate and get involved in the conversations about your brand, making it easier to identify positive experiences and provide you opportunities to turn around a negative interaction. 3 Listening on social media will provide you insight into your competitors, how they interact with your target customer, and learn what your audience wants from your brand. Social media is the most effective competitive analysis and focus group you can conduct. 4. Allows your brand to exercise the two meanings of likeable: The literal “like” action to drive a growing community and The Social brand ambassadors that love your brand and express their enthusiasm online for their friends and followers to see, effectively amplifying your word of mouth reach.
F on a paper.
-Whether you’re a small brand just getting started or a big brand trying to penetrate a new area or launch a new product, through community management is the perfect way to build brand awareness. -Takes time and effort to reach a new audience; there will be tons of questions to answer when attempting to build brand awareness and a community manager will need to tame the crowd -When done right, building brand awareness through social media can be the key to a new brand or product’s success
Even big brands need to keep their awareness alive – Logitech is a perfect example. This global brand launches new products frequently and uses community management to reach out to their fans. Announcing products via social media is an excellent way to build awareness about your brand and the new product and community management can effectively achieve this.
Many companies use community management as an opportunity to develop their brand’s voice, tone, and personality. Brands need to make sure that their voice is relatable to their target audience and an accurate representation of the brand’s core values.
GemsAround is a jewelry business with a heavy focus on customer service: if a customer can dream up a piece, GemsAround will make it. To send this message, GemsAround developed Ruby, who quickly became the voice of the brand and answered all customer service-related inquiries. Ruby posted weekly updates to the page, answered any questions about GemsAround products or services, and made product recommendations to fans. Ruby is girly, fun, and relatable to the GemsAround target demographic.
As much as brands want to be heard, it’s just as important for brands to use community management as a listening tool. The more companies listen, the more they’ll understand about their consumers. The more you understand, the better product/service you can provide.
On the Voices Against Brain Cancer FB page, community members are constantly sharing stories and photos of loved ones affected by brain cancer. Everyone’s story is different: some are personal stories related to the day to day hardships of people living with cancer. Some community members are mourning a loved one. Some are survivors sharing words of encouragement. Everyone has a different reason for being on the page. Since everyone’s story is different and the topic is so sensitive, it’s important for VABC to read each post, understand why these people are engaging with them, and respond as carefully and appropriately as possible.
One of the most valued reasons for a company to seek out Social Media marketing agencies is to grow their fanbase and acquire new customers through strong community management.
Spending only $500, dentist Dr. Bob Wagstaff created his first YouTube video. In less than 3 years that video has been seen more than 16 million times and helped to generate over $1.6 million in sales and contracts with Wal-Mart and CVS Pharmacies. Community management strategies: engaging user videos.
One of the best things about social media is the easy access to so many people who are fans of your brand already. The socialsphere is the prefect place to show your appreciation for your brand advocates. A goal of CMs should be to set out to find these advocates and REWARD them! With rewarding should also come the element of surprise. *GIVE AWAY SOMETHING* You too can surprise anyone you’d like via social media so long as there’s strategy behind it!
Sprinkles NYC announces a password to get a free cupcake everyday! This has an element of fun to it for the fans AND gets people in the door of their store.
Fan feedback is important to community managers because it allows them to hear exactly what the customer is saying. It also creates a relationship that emotionally attaches the customer with the brand.
Hpnotiq has their own recipes, but they also encourage fans to create and post their own recipes. Hpnotiq listens and shares out to its larger community giving each fan who creates a recipe the opportunity to be heard and feel important.
Fan feedback is important to community managers because it allows them to hear exactly what the customer is saying. It also creates a relationship that emotionally attaches the customer with the brand.
-One of the many ways community management can add value to your business is through its capacity to develop long-term relationships with your biggest brand ambassadors. -People trust other people more than they trust brands, and they relate better to a consumer’s story than they do to a brand’s story. It makes sense, then, to have real people who are out and about, sharing their love of your brand to the world. You can find and develop relationships with these individuals through community management. -Once you’ve identified your brand ambassadors, you should develop a social framework or some kind of program to bring them all together to share their love of your brand on a regular basis.
-Restaurant.com identified their biggest brand advocates through a survey that asked customers to share their Restaurant.com experience. The ones who rated their experience the highest and shared their stories were then asked to join an exclusive Facebook group, called The Food Family. -Nearly 4,000 members strong, these brand ambassadors share stories, provide feedback, and receive star treatment, special deals and an inside scoop on Restaurant.com news. -These customers feel particularly valued, and as a result are the first line of defense on the Facebook page. They’re quick to defend anyone attacking RDC, and they’re also more than willing to share their positive experiences with the rest of the Restaurant.com community.
-One of the greatest features of community management is its capacity to change consumer perception about your brand. By taking the right steps, you can turn an angry customer into a happy one, sometimes even converting them to a lifelong brand advocate. -These steps include publicly acknowledging the customer’s complaint, taking their complaint offline to determine how best to resolve the issue, and then taking action to actually resolve the issue in an efficient manner.
One McDonald’s customer, Fadra, had taken her son on the last day of that particular Happy Meal promotion to get the final missing Marvel hero, but got the Littlest Pet Shop instead. She sent an angry tweet to the fast food restaurant. As a result, McDonald’s sent the missing Marvel figurine with a handwritten note to Fadra. People love to feel valued, and a great way of doing that is through handwritten notes and real, non-electronic mail. They get excited, they take pictures, they post to twitter, etc… all because a brand proves there are real people behind the brand who care about them. The result? A happy boy with his completed set of figurines from McDonald’s. Oh yeah, and Fadra happened to have a popular blog where she shared the story. The result for McDonald’s from an offline good-will gesture was a positive blog that receives 50,000 views a month. She went from upset customer to one of McDonald’s best brand advocates, and she’s online all the time, defending McDonald’s From one gesture, there is a ton of positive sentiment for McDonald's. The social media team was quick to point out that while it wasn’t a crisis – effectively they were dealing with an upset four-year-old and a mother who had to deal with an upset four-year-old – it was an opportunity to go the extra mile.
-One of the greatest features of community management is its capacity to change consumer perception about your brand. By taking the right steps, you can turn an angry customer into a happy one, sometimes even converting them to a lifelong brand advocate. -These steps include publicly acknowledging the customer’s complaint, taking their complaint offline to determine how best to resolve the issue, and then taking action to actually resolve the issue in an efficient manner.
One McDonald’s customer, Fadra, had taken her son on the last day of that particular Happy Meal promotion to get the final missing Marvel hero, but got the Littlest Pet Shop instead. She sent an angry tweet to the fast food restaurant. As a result, McDonald’s sent the missing Marvel figurine with a handwritten note to Fadra. People love to feel valued, and a great way of doing that is through handwritten notes and real, non-electronic mail. They get excited, they take pictures, they post to twitter, etc… all because a brand proves there are real people behind the brand who care about them. The result? A happy boy with his completed set of figurines from McDonald’s. Oh yeah, and Fadra happened to have a popular blog where she shared the story. The result for McDonald’s from an offline good-will gesture was a positive blog that receives 50,000 views a month. She went from upset customer to one of McDonald’s best brand advocates, and she’s online all the time, defending McDonald’s From one gesture, there is a ton of positive sentiment for McDonald's. The social media team was quick to point out that while it wasn’t a crisis – effectively they were dealing with an upset four-year-old and a mother who had to deal with an upset four-year-old – it was an opportunity to go the extra mile.
A+
A community manager needs to be analytical so that they can grasp why you're monitoring and responding in social networks in the first place. The community manager needs to be able to answer questions like, where does your community live? Who is your audience? What are your goals in being an active brand on social networks, and how can you best achieve those? The community manager also needs to have tactical analytical skills that will help them find that information through various tools and draw out insights from there.
Birchbox is a monthly subscription service that delivers curated samples of new high-end beauty, grooming, and lifestyle products. Birchbox’s goal is to revolutionize the way consumers discover products and deliver to brand partners a better way to access customers – but to do this they had to access that unique customer base and change the way that they shop for beauty products. This is where being analytical about community management was essential for BirchBox. They had to be very smart about understanding where their community existed within social networks; what Birchbox recognized was that this community they were trying to reach had interests beyond beauty products. Birchbox has targeted their key demographic, whom are active users of Pinterest, by creating inspiration boards on the site are in line with the common interest of their community members.
Birchbox used this same concept across other key social networks where they found their demographic participating. They discovered that current Birchbox users are avid watchers of certain television shows
The @birchbox community management team began live-tweeting the shows, engraining themselves within a non-product conversation that was happening amongst their customers. And as Birchbox began to identify interest from men through their analysis of their changing community landscape, they adapted and created a male-focused brand voice on @BirchboxMan
Community managers also need to be aware of the conversations happening about the brand, and the landscape around the brand. This is the pro-active element of community management, where community managers are actively engaging with the community and are aware of the resources needed to appropriately contribute to the needs of the community.
Four Seasons uses their main handle to promote local handles, national scale news, and hashtag Twitter chat promotions such as #FriFotos. Not every four seasons property has it’s own Twitter handle, but they are aware of the communities where there is a strong conversation happening and have created specialized handles for those locations that need personalized attention.
The Four Seasons is aware of the community needs and has appropriately allocated resources to those conversations. They have grown their community by connecting with and retweeting local influencers, and joining in conversations outside of just hotel chatter – they are vocal experts on the destinations , regardless if you’re a Four Seasons guest.
Alert is perhaps one of the most important competencies a community manager can have. This requires a CM to be action-oriented. They need to listen, respond, and engage so that the community feels heard.
Listen. Respond. Engage. And repeat! This process is the cornerstone of strong community management, as seen here by the responsive brand, Toys R Us. Their community managers are alert to the questions, concerns, and comments across social networks and respond to every issue or sentiment with helpful, actionable responses.
Listen. Respond. Engage. And repeat! This process is the cornerstone of strong community management, as seen here by the responsive brand, Toys R Us. Their community managers are alert to the questions, concerns, and comments across social networks and respond to every issue or sentiment with helpful, actionable responses.
Community Managers MUST be authentic. In order to build sustainable, rich relationships within the community the community manager must have a clear voice. Customers and fans want to interact with a person, not a company, not an FAQ page, not a standardized response. The most successful community managers have the agency from their company to be original and create an authentic experience that tells the story of your brand. They need to have the power and skills to create that brand experience!
Boloco, a Boston-based fast casual burrito chain, is a great example of authenticity in community management. The brand has a well-developed a brand voice on social media channels which they use to build relationships on a personal level. They create an authentic experience in all interactions.
Boloco, a Boston-based fast casual burrito chain, is a great example of authenticity in community management. The brand has a well-developed a brand voice on social media channels which they use to build relationships on a personal level. They create an authentic experience in all interactions.
Almost every single community management attribute we’ve discussed so far requires adaptability. The social media landscape is changing everyday, and with that, community needs, behaviors, and expectations are changing just as quickly. A great community manager is able to shift focus from answering customer service inquires on Twitter to sourcing and curating content on a Pinterest board without missing a beat. Community managers must be not just flexible with social changes, but also active in keeping the pulse on what’s new, what the next big thing will be for their community. And how to grow with the community through those changes.
In 2009 Domino’s Pizza had no social media presence, until two employees uploaded a video to YouTube of themselves doing disgusting things to a sandwich before it went out on delivery. They are a great example adaptability, look how far they have come today.
Domino’s set up a Twitter account to respond and reassure customers that this was an isolated incident and they were taking the necessary measures to correct it. From there, Domino’s leveraged the help of your still-loyal customers who became Twitter followers. Domino’s generated a unique voice on social making it a priority to respond to negative feedback and welcoming new ideas from fans and followers. They adapted from a company with no social presence, to one with extremely response, active community management addressing complaints and praise on a near constant basis.
Review your practices and make sure you hit all these marks.
Consistency - Social Media is a rapidly changing landscape and cannot be mastered in a six week crash course. LCC provides biweekly trainings (offered all year) along with other opportunities to learn such as guest lecturers, networking events, tutoring, and an exclusive homeroom for students to collaborate. Trainings and webinars are hosted live, but can be accessed later at a time that works best for your team. Human Powered —Unlike other social media training programs, you won’t just be pressing play on a pre-recorded video. LCC hosts trainings with chat to answer questions live, one on one consulting sessions, and in-person events and workshops. Community —The opportunity to participate in a collaborative environment is crucial for your social media team’s success LCC brings together a network of community managers and social media professionals to share experiences and brainstorm with, crowdsource ideas from, and more. Thought Leadership – Likeable media is one of the leading social media agencies in the industry and is led by NY Times Bestselling author, Dave Kerpen. LCC is the combined resources of the staff at Likeable and the lessons learned over the years in the space, in a teachable program.
CMAT - To start, your community manager will take the CMAT - the Community Manager Assessment Test. This test measures and evaluates the current knowledge of community management and social media. Social Studies - Your community manager will participate in bi-weekly, in-depth training webinars. Each webinar is accompanied by a live Twitter chat to answer questions in real time. Extracurricular Activities - LCC provides opportunities for continuing education throughout the year. Enrollment includes access to workshops, opportunities to network with other community managers, and more! Likeable U - Every LCC student gets a complimentary ticket to Likeable U, our annual full-day social media conference. Community managers will get hands-on experience working with Twitter, Facebook, Google+, Radian6, and other must-have tools. Tutoring - Hourly tutoring is available whether your community manager is looking for added guidance, or just wants some one-on-one time to discuss specific brand challenges. Homeroom - LCC students get exclusive access to Homeroom, a Facebook group where Community Managers can connect, and share resources. It’s the perfect place to ask questions and receive instant feedback from tons of Community Managers and the Likeable team! Lunch and Learn - Your Community Manager will have access to our Lunch & Learn program featuring monthly in-person workshops with representatives from industry leaders like LinkedIn, Klout, and more! It’s firsthand knowledge straight from the source
CMAT & Workshop – To start, both Likeable and your team will have a full day in-person meeting to define the goals and objectives of the corporate training. The group will go over the CMAT - the Community Manager Assessment Test – to gauge the experience level of the group. Lesson Plan Brainstorm – After the initial workshop both Likeable and your team will meet to review the outline for the corporate training. Likeable will present the working lesson plan and we will collaborate and brainstorm tweaks if needed. Custom Creation – Once deciding on a final lesson plan, Likeable sets out to create a completely original and custom corporate training for your team. The training will be tailored to your industry and company with competitive examples, company case studies, and more. Corporate Training – Likeable teaches you and your entire team everything they need to know about social media management for your brand. Likeable professors/presenters come from senior leadership and have experience speaking at multiple conferences, universities, and companies. Continuing Education – Following corporate training, your company is given access to tangible deliverables that will set them up for success when executing their social media plans. Delivery of follow up materials will include post-survey, copies of the modules, best practices guide, sample reports, etc.